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.

[AllyM]

@Comstock1977 ,

Your issue was not in any way the same as this one.

In your case the staff on the forum were unable to assist as the speed you were getting was above the guaranteed minimum recorded on their systems. There is no technical fault. You are getting the fastest speed your line can support. The only anomaly is that you say you were previously promised a faster speed and, as I said on your own topic, you have managed to get yourself extremely generous compensation for that piece of misinformation.

@Lesman has not been "mis-sold" anything. A fault has developed with their service, and they appear to have an Engineer booked who will hopefully get it rectified.

[Comstock1977]

Hello

I had the same issue in 2021 - the chat is here:-

bought fibre 65 got fibre 38 - Page 3 - TalkTalk Help & Support

If you click on page 1 you will see i got £150 compensation   - and a further discount in year 2.

Done engage here you will be advised to use the test socket and simply be told by TT and its helpers to accept this.

Contact the directors office -i can post the address if you like, you will then go above people on this forum and get some cash  - yopu have been mis sold, you will be compensated if you contact H/O.

Have a read of my thread and ignore anything that mentions a test socket - youll be in a test socket limbo forever.

[Chris-TalkTalk]

Thanks. I've booked the engineer for - April 11 2023, PM - please let us know how you get on 

Chris

[Lesman]

Yes, I accept.

This will be the engineer's second visit for the same problem. I think it's effective.

Every day after 12 pm I am at home.

[Chris-TalkTalk]

OK thanks. Could you just confirm that you accept potential engineer charges and let us know when you can be available for the visit and we'll book it for you

Chris

[Lesman]

I filled out the PM. I registered with you more than 10 years ago and I don't remember everything. What's next?

[Chris-TalkTalk]

I can see that Gliwmaeden2 has pointed you in the right direction, please let us know if you need any further assistance

Chris

[Gliwmaeden2]

Top right when signed into the forum, you should see a number, @Lesman. click there to reveal the message envelope and click again to open it.

[Lesman]

Sorry, but I don't know where to find "PM"

[Chris-TalkTalk]

Thanks but could you please answer the security questions in my PM

Chris

[Lesman]

Yes, please book. My mobile number is XXXXXXXX REMOVED FOR SECURITY REASONS 

[Chris-TalkTalk]

Ok, if you'd like us to book an engineer visit 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.
• Confirm your mobile number

I've also sent you a PM to confirm some other details

Thanks

Chris

[Lesman]

Hi Chris

Yes of course. Please let me know when.

[Chris-TalkTalk]

Hi Lesman,

To investigate further we'll need to arrange an engineer visit, if you'd like us to do this please let us know and we'll confirms some details with you

Chris

[Lesman]

Hi Debbie

Got a new router today. Thank you.

After connecting, I measured the speed both with the standard connection and through the test socket. Nothing has changed, the results are the same as before replacing the router.

[Debbie-TalkTalk]

Hi Lesman

The router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection/speed compares with this router.

Thanks

[Lesman]

Yes please.

I just want to point out that the speed you measure to my router still reaches a maximum of 18 Mbps. My router is over 12 years old.

[Debbie-TalkTalk]

Hi Lesman

Would you like me to send a replacement router for testing so we can rule this out?

[Lesman]

Hi Debbie

After visiting the engineer, I only received e-mails about solving the problem and an e-mail about the increase in fees. I received nothing else. The router is normally connected to the socket. Yesterday I did a speed test through the test socket and the result was slightly lower, almost comparable to a normal router connection. Today's measurement has not changed. Regards

[Debbie-TalkTalk]

Hi Lesman

I'm sorry to hear this.

The line tests are clear but I can see re connections on the line and this will affect the sync speed.

Is the router connected at the test socket? Have we sent you a replacement router for testing?

Thanks

Debbie