speed problem

[Lesman]

Hello.

I have a contract for a Fiber35 package. The download speed is about 27 Mbps and the upload speed is about 6 Mbps. On February 23, the speed suddenly dropped to about 13 Mbps to the router and 11 Mbps to the PC. A line check showed a problem. On March 2, an engineer arrived. After his visit, the speeds did not change much and the line test continued to show the problem. After about three weeks, the line test shows that everything is fine, but the speeds to the router are 18 Mbps and to the computer 15 to 16 Mbps. This situation continues to this day. I don't understand why the speeds can't go back to normal as they were according to the subscription, and it's been over a month! My neighbor has Internet on the same network and still has normal speeds and we are connected the same way!! I do not understand! I'm still using the original router and cables I received when I first connected, and why is the speed difference 2 to 3 Mbps? Please explain this problem to me and help me get back to normal.

[Philile-TT]

@ferguson full fibre is not available. @Lesman your minimum guaranteed speed is 32.8 mbps, yes, the upload is lower the lowest upload speed is 6.3 mbps.

[Philile-TT]

@ferguson I will check on the account if full fibre is available because I was also thinking that the only way to get higher speeds. 

[ferguson]

It is a sad fact that FTTC remains subject to the vagaries of the copper line from the cabinet back to your home. There is no difference in pricing between your current and previous packages, so at least you are not losing out that way. Do you not yet have any Full Fibre options available in your area?

[Lesman]

Yes, I received it. The download speed is within the parameters, but the upload speed is too low. It's just a bit ridiculous to offer a 65 Mbps contract and be happy that it's within the minimum, far from the contract offered.

[ferguson]

Did you get a speed range estimate when you upgraded, which should have included a minimum guarantee?

[Gliwmaeden2]

@Lesman,

There's a different support team on the forum these days.

They'll be on here during the day. 

Since your upgrade, have you left the router off for at least 30 minutes? It's worth doing as it will start a new session and speeds may improve. 

Staff will need you to be at home while they are running checks.

[Lesman]

HI Debbie

On December 8th 2025, I switched my subscription from Fiber 35 to the recommended Fiber 65. With Fiber 35, the speed reached 37 Mbps. The supposedly faster Fiber 65 accelerated to 40 Mbps and couldn't go any further. What's the problem? I don't think this is its peak performance.

The cables from the junction box to my apartment were replaced last year. 

Is there anything I can do about this?

Best regards

[Karl-TalkTalk]

Hi

Thats good news, thanks for letting us know.

Karl.

[Lesman]

Hi Michelle

Back to normal. 🤗

The cable is installed, the internet is connected and so far everything is working great.  The speed is up to 34 Mbps !

I hope this is the end of the problems.

Thank you for your help. 🌹

Regards

Les

[Anonymous]

Hi Les,

Yes, they should complete all the outstanding work, including testing that the internet/speeds are working ok. We'll check back in with you on Friday to see how you're getting on.

Thanks

Michelle

[Lesman]

Hi Michelle

Ok. Thank you and I think that will be the end of the problems.

As I understand it, tomorrow the engineer will not only run the cable in the house and install the socket but also start the internet. 

Regards

Les

[Anonymous]

Hi Les,

We now have the option to book an appointed engineer visit to the property so I've arranged this for 23/01 PM (1-6) Please let us know how you get on.

Thanks

Michelle

[Anonymous]

Hi Les,

No additional updates as yet. I'll continue to monitor.

Thanks

Michelle

[Anonymous]

Hi Les,

They have advised that they are still working to restore this. I will check again in the next hour for another update. 

Michelle

[Anonymous]

Hi Les,

I'm just chatting with Openreach now and I will post back shortly.

Michelle

[Lesman]

Hi Michelle

Yes, I am at home these days.

The situation is confusing. Yesterday, an engineer unexpectedly appeared, installed a junction box on the outside wall of my house - without running the cable into the house because it was quite late as he said. Then he disconnected the old cable in the distribution box and connected a new one. He arranged to meet me today at around 9 am to run the cable into the house and connect the internet.

I adjusted my affairs to be at home.

Current situation - it is 11.30 am. The engineer did not show up. My internet has been disconnected since yesterday - a brilliant idea from the engineer. I have to leave in an hour. I will be back around 3.30 pm.

And another day without internet.

If this is supposed to be high quality service and meeting deadlines, I am very impressed.

Can you do something about it to finally end this?

Best regards

Les

[Anonymous]

Hi Les,

Just to confirm, you are free all day Wednesday, Thursday and Friday?

Michelle

[Lesman]

I think so too.🤔

I have no information when the engineer will come to my place and connect the new cable and socket in my house.

I'm out all day tomorrow. I'm home the rest of the week.

Can you arrange that?

Best regards.

Les

[Chris-TalkTalk]

That's great news Les, please let us know how you get on

Chris

[Lesman]

Hi Michelle

The cable has been laid.😊

Now all that's left is to wait for the engineer to connect it and hope that this will be the end of the problems.

Best regards.

Les