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.

[Chris-TalkTalk]

Hi Les,

Apologies for the delay, as Gliwmaeden2 has said, it looks as though your thread wasn't pulled back into our work queue when you replied.

Line test is failing so I've raised this to Openreach again for further investigation. Openreach will investigate and may contact you directly if they need to access your home

Chris

[Gliwmaeden2]

Re-escalating this thread for you.

It's likely that the thread had fallen out of the workflow when you last posted, @Lesman.

Anyway, staff should pick this up again before Christmas. 

[Lesman]

Hi Chris

On December 3rd I informed you about the situation with the internet speed. To this day I have not received any response from you.

The situation has not changed to this day. The speed is still around 18 - 20 Mbps - below the guaranteed minimum (it exceeded the guaranteed minimum twice but for a very short period - less than a day).

Is this the end of possibilities and will it stay like this or will something be done about it?

Best regards.

Les

[Lesman]

Hi Chris

Unfortunately, the internet lasted three days on the new profile. On Sunday, the speed began to drop to 18 Mbps and has oscillated between 19 and 21 Mbps to this day. Where is the problem in this situation - if the line is good, is the problem with your equipment?

Best regards

Les

[Chris-TalkTalk]

Hi Les, 

If we could just see how it goes on the new profile, hopefully the speed will remain stable

Chris

[Lesman]

I checked the speed a moment ago and indeed, the speed increased to about 31 Mbps.

Will it stay like this?

Thanks for your help.

Best regards

Les

[Chris-TalkTalk]

Hi Les,

Line test is passing and sync speed is now 32Mbps, DLM changed your profile in the early hours of this morning. Have you noticed a speed increase today?

Chris

[Gliwmaeden2]

Re-escalating this for you, @Lesman.

[Lesman]

Hi Chris

However, the joy was premature.

Since Monday, the speed has dropped to about 20 Mbps and it is still at that level. There is no desire to return to normal levels.

Please, check where the problem is, that despite "repairs" the quality is getting worse - one is being repaired and the other is broken. Regards

Les

[Chris-TalkTalk]

OK Lesman, just let us know if you experience any further problems

Chris

[Lesman]

Hi Karl

Sunday, November 24.

The Internet sped up to 29 Mbps and stayed that way all day.

We'll see what happens tomorrow.

Regards.

Les

[ferguson]

Sorry to see this. I have re-escalated for you, but bear in mind that the support team here won't be back online until Monday.

[Lesman]

Hi Karl

November 20 (Wednesday) an engineer was repairing the internet near me. My internet had a speed of about 34 Mb/s, so the repair did not concern me. Wednesday, 9:00 p.m. and as a result of this "repair": my internet lost speed to about 8 Mb/s, started to break - it turns off and on. The next day the internet returned to normal - speed of about 30 Mbps and worked without interruption.

Friday, November 22, 8:00 p.m. The internet speed drops to about 10 Mbps, works with breaks - disconnects and turns on.

About 7 days ago an engineer repaired the line at my place. I do not understand any of this. Fix one thing to fix another and break what was already good? I wonder what is the point of such a repair.

This is not the first time this has happened.

Please help me solve this situation and return to normal.

Regards

Les

[Karl-TalkTalk]

Hi

I'm glad to hear that this has been fixed and speeds have improved.

Monitor and report back here should they drop again.

Thanks  

Karl. 

[Lesman]

Hi Chris

It's been fixed now. Speed ​​has improved to 30 Mbps.

The problem was with the cable connecting my house to the external switchboard. The engineer said that if the problem recurs, the cable will probably need to be replaced.

I think this won't happen.

Best regards

Les

[Chris-TalkTalk]

I've booked the appointment for - November 13 2024, PM - please let us know how you get on

Chris

[Chris-TalkTalk]

Thanks. I'll book the engineer now and get back to you with the details

Chris

[Lesman]

Hi Chris

Ok. I have no other choice but to accept these conditions.

Last time I accepted these conditions, despite the engineer's different assessment, I was still charged a fee.

I can't understand one thing - the same thing repeats itself in a cycle of about a month - where is the problem that it can't be fixed once and properly?

After the line test, information about a problem on the line, I don't have to be at home and then very quickly information that I have to order an engineer, etc. This is really tiring.

Please order an engineer for Wednesday or Thursday between 1 and 6 pm.

Les

[Chris-TalkTalk]

OK thanks Les, if you'd like me to book the engineer can you confirm:

• That you accept potential Engineers charges
• Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

Thanks

Chris

[Lesman]

No. The signal sound is clear. 

Les