Since purchasing a Fibre Broadband package fron TalkTalk we have always had low data and connectivity problems. We have reported this to TalkTalk many times.
In the last couple of weeks, we have had BT Openreach engineers checking and testing our fibre broadband connection because (a) it keeps dropping out, sometimes every few minutes and (b) the download speed is very low - currently it is 1.02 mps. The BT fibre specialist told my husband that the fibre connection only reaches the box in West Buckland (2km away) and from there the connection is copper. As we are 2km from the box (the fibre/copper joint) we are on the very limit of a 'broadband connection. Even if they temporarily improve the speed, as they've done, the speed will always default to a low data rate (as we now have) and there is nothing that the BT Open Reach engineers can do improve the situation. It is a waste of BT's time and money to keep sending out engineers. The connection cannot be improved.
As we are paying £10 a month for a fibre broadband connection, Talk Talk either need to improve the connection (get fibre to us) or reduce our payments and refund our costs.
Are you still on an old contract ?
Nobody pays only £10 for fibre, is that the cost on top of your old legacy contract ?
What does an availability checker give you as an estimate for normal broadband ?
What were the estimated and guaranteed speeds in your fibre contract ?
If the minimum is not being met you may have a case for some compensation, but is sounds from what Openreach say, you are limited by the distance to the cabinet.
I've run a test on the line which has detected a potential fault and the connection does look very unstable.
Just to confirm, are you experiencing any issues with the voice service such as no dial tone or any noise on the line? Have you also previously tested with a different router?
HI Michelle, in answer to your question, no we do not have any issues with our phone service. We have had 2 Openreach engineers investigate both the connection to the house from the pole and from the cabinet down the road. They have made small changes but overall, the service has not improved. Yesterday it was really bad, today it's better with a download speed of 5.9 mps. That's the problem really, it's so unreliable.
I have today renewed my TalkTalk contract and understand that I will receive a new router. This may help possibly. I will certainly keep the community updated.
Re. our contract, I hadn't renewed our TalkTalk contract as I was considering switching to another provider to see if that would improve things; however I have today renewed my contract with TalkTalk as I've come to the conclusion that the service would be the same with whichever provider I'm with. Our old contract did include £10 per month extra for fibre broadband which I signed up for as soon as it became available.
The availability checker for my postcode has given a download speed of 5.8mps which funnily enough is what we're getting today; yesterday it was below 2 and the connection was frequently dropping out.
As I recall, we were never given a guaranteed speed for our fibre contract. When the Openreach engineer installed it we were told that we should get around 15mps - this was several years ago. Since then, it has gradually lessened and I would say that 4-5 is around the average now but we suffer many drop-outs and it's been particularly unreliable in the last few months.
When I first reported our poor broadband to TalkTalk a few months ago (October/November last year), we did receive compensation for the few days between my raising the issue and the Openreach engineer's visit. I had a phone call from TalkTalk (the caller was Indian/Pakistani I think) and was told that the speeds I was getting did not meet the contract requirement and we would be compensated which we were. On the last 2 occasions, this hasn't happened.
I think the point I'm trying to make is that there is a difference between those that live in towns/cities and those who live in rural areas as far as broadband performance goes. Untill fibre is extended to reach everyone (ie no copper wiring at all), we cannot expect to have a reliable broadband service so perhaps we should not be paying as much?
Ok thanks for the update. Could you let us know once the replacement router is connected and we can re-run the line test and also check to see how both the stability and speeds compare.