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.

[Michelle-TalkTalk]

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

[Michelle-TalkTalk]

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

[Michelle-TalkTalk]

Hi Les,

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

Thanks

Michelle

[Michelle-TalkTalk]

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

[Michelle-TalkTalk]

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

[Michelle-TalkTalk]

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

[Michelle-TalkTalk]

Morning Les,

I'm really glad to hear this 🙂

Thanks

Michelle

[Lesman]

Hi Michelle

There is very good news - a new cable will be laid today.

Work is already underway.

Regards.

Les

[Michelle-TalkTalk]

Hi Les,

I've been advised that the next update is due 20/01 so I'll re-check with Openreach and will post an update back then.

Thanks

Michelle

[Michelle-TalkTalk]

Hi Les,

Apologies, I've just chatted with Openreach and they have advised that as this is a complex fault they are still working on the plan and materials to resolve this. They have asked me to check back tomorrow so I will check again tomorrow afternoon.

Thanks

Michelle

[Lesman]

Hi Michelle

Current situation - download 5.48 Mbps, upload 3.57 Mbps.

No one showed up, no one did any earthworks.

Regards.

Les

[Michelle-TalkTalk]

Morning Les,

Our fault tracker advises that there should be an update due today so if I don't hear anymore then I will live chat Openreach again for more information for you. Have any contractors been working in your area yet to complete the dig work?

Thanks

Michelle

[Michelle-TalkTalk]

Hi Les,

No additional update as yet so I'll check again in the morning.

Thanks

Michelle

[Michelle-TalkTalk]

Hi Les,

I've just contacted Openreach now and they have advised me that the estimated date for this work to be completed is tomorrow (15/01) so I'll check back with them tomorrow afternoon.

Thanks

Michelle

[Lesman]

Hi Michelle

To this day no one has shown up. There is complete silence and working on this internet is a horror. The speed oscillates around 5 to 8 Mbps and frequent interruptions in the work of the internet.

Regards

Les