cancel
Showing results for 
would you rather see results for 
Did you mean: 
Need help?

Internet unusable since being changed over to fibre

Reply
6 REPLIES 6
Highlighted
Geoff_B
Participant

TalkTalk arranged recently for my broadband connection to be changed to superfast fibre, which was carried out by Outreach two days ago (12 Feb 2020). I had not requested this, as my broadband download speed (7 to 8 Mbps) was perfectly adequate for my usage of the internet. It seems that everything is moving to fibre these days as, according to the Outreach engineer, they want to decommission ADSL in favour of fibre.

Since the changeover, my internet connection has been virtually unusable as the broadband connection (as indicated by the appropriate lights on my router) keeps dropping out. Whenever I do a broadband speed test, it shows a download speed of around 1 Mbps (i.e. 7 or 8 times slower than my previous ADSL connection), probably because the line keeps dropping out. This is totally unacceptable.

Could someone from TalkTalk please investigate this urgently, as I usually pay a number of bills over the internet towards the end of the month? At the moment, my internet connection doesn’t stay up long enough to complete a transaction. By the way, I trust that TT are not going to increase my monthly bill for moving to fibre, as I didn’t request it in the first place?

Highlighted
Geoff_B
Participant

I've attached the error message that comes up on my computer screen when the broadband drops out.

Highlighted
Community Team

Hi @Geoff_B

 

Sorry that you are having problems

 

Can you connect your router to the test socket and run some speedtests, if they are still low we can pass it back to openreach as a fault. 

 

Thanks

Geoff_B
Participant

More info:

My current router (supplied by TalkTalk some time ago is a Huawei HG633.

I have tried two other routers: D-Link DSL-2680, and BT Home Hub 4r, but neither will even connect to the internet at all. (Perhaps they are too old and incompatible with fibre broadband)??

Also, I've tried changing the microfilter that plugs into the BT main socket, but that makes no difference. And, yes, I've tried plugging directly into the BT test socket - no difference.

Therefore, I'm pretty sure that the fault does not lie in my own home equipment, especially as the router "broadband" and "internet" lights go out each time the connection drops. Is it possible that the fault lies with whatever the Openreach engineer did to change me over to fibre?

Highlighted
Geoff_B
Participant

Hi Arne.

Download speed 1.55 Mbps, upload speed unmeasurably slow, ping 29ms.

Highlighted
Geoff_B
Participant

Just tried another speed test:

Download 1.76Mbps

Line then dropped out before upload test could be completed!

This is typically what has been happening over the past couple of days since the changeover (i.e. barely enough time to complete any transactions before the line drops again).

Highlighted
Geoff_B
Participant

Hi Arne,

No improvement over the weekend. Have you passed the problem back to Openreach now?

Regards,

Geoff_B