Receiving only 5-20% of advertised speed

[MattD7]

I have spoken to support over the phone who have now arranged for an openreach engineer to turn up on Monday.

Sunday 16th marks 28 days from reporting the fault and having no solution, which unless I've been informed wrongly, means I can cancel my contract without incurring any fees. So unless you (or another TalkTalk representative) can explain why I should remain, I will be looking into my options elsewhere.

[OCE_Chris]

I'm really sorry for any inconvenience caused by this issue, please let us know how you get on on Monday

Chris

[MattD7]

Good to see a convincing reason there.

Openreach arrived today, and I cannot fault the engineer that turned up as he tried everything possible within the 4-5hours he was at the property which ultimately came down to him stating the fault sits with TalkTalk. So not only have I had 4hours of my life wasted, he has too.

A few key points that I remember is that roughly a week before I reported the fault on 18th May the was something to do with a 'DLM' reset which although I do not know what it is, the engineer thought it to be too much of a coincidence.

Also, he said to mention that he spoke to his '2nd line support`where in the end he completed a' lift n shift' on a 'different card' as if it was an openreach issue then this would correct it. Lastly, he believes the fault to be with TalkTalk and that it could be the 'cable link with TalkTalk'.

I also got the impression that's its rare provider's look at the engineer's notes but I urge someone with knowledge to review.

Meanwhile, i will be raising this with ofxom.

[MattD7]

I've also just called support to see my next step, I received little confidence in what they're doing next but on requesting for the issue to be raised to higher management I've been told it had gone to the 'specialist team' and have to wait 72hours.

My experience with this team has also been poor in the past. I had an issue raised with them when I first joined, as somehow my router had been sent to the wrong address and it took them weeks to simply send a new one, I thought sending a router was easy, how do you think I feel that they're handling a technical issue?

I've been nothing but comply with patience to all requests, but what Ive received in return is not the 'reasonable skill and care in providing the services' as stated in the terms. I've lost my patience.

Furthermore, I'm advised any sort of compensation and/or good will gesture is nothing short of pittance considering the time this has taken (which is pretty much just a refund of the service I should be getting)

I don't like to rant, but I just have to get it out...

[OCE_Michelle]

Hi MattD7,

Apologies, I've requested an update now and I'll post back as soon as I know more.

Thanks

[OCE_Michelle]

Hi MattD7,

I'm sorry for the delay. Our Network Team have advised that the lift and shift (which has been completed) usually resolve this type of throughput issue. Could I just confirm, did you try the 30 minute switch off again following this? Our Network Team have advised that they have re-investigated and can't see any issues that would be causing the slow throughput speed so this would require another engineer visit.

Thanks

[MattD7]

I have since turned off the report for over 30 minutes, turned back on and ran a speed test. 

The results are 8.45 down and 15.3 up. Note this was through WiFi on my mobile. 

It's slightly concerning that I'm back to doing basic checks. 

If I'm to have an engineer, then I'd like to request that it's not the TalkTalk engineer that arrived for 2 minutes last time (I assume you're not planning to send openreach again), and that my time slot is between 2pm-5pm on Friday 18th June.

Also, may I suggest that you someone within TalkTalk that who has the technical knowledge equal to, or greater than my openreaxh engineer makes contact with the engineer who spent 5 hours trying to review the issue? Whilst I appreciate this may not be process, he has so much history from that day (so many abbreviations were used for network stuff) that if he were to talk to someone who can make something happen at TalkTalk, we wouldn't be in this position now. 

[MattD7]

Just looked at another post (https://community.talktalk.co.uk/t5/Fibre-Broadband/Fibre-Broadband-speed-has-dropped-to-less-than-2...) where a DLM caused a cap on the line, which considering this happened on my line, could this be the issue?

[OCE_Chris]

Hi MattD7,

Your router is in sync at 77.6Mbps so it's not a DLM issue

"I have since turned off the report for over 30 minutes"

Just to confirm, do you mean that you switched the router off for 30 minutes? And you meant Friday the 21st (not the 18th)?

Chris

[MattD7]

Apologies for the confusion. 

I meant router, and the 21st as you stated above. 

[OCE_Chris]

OK thanks, leave this with me and I'll get back to you

Chris

[OCE_Chris]

Hi MattD7,

Our network team have asked if you could run speed test a couple more speed tests at least 10 minutes apart on the My Account speed checker on a device connected by Ethernet cable to your router (can you try to make sure that no other devices/applications accessing the internet at the time)

If the speed tests are still low we'll need to arrange another Openreach Engineer visit

Thanks
Chris

[MattD7]

I'll run the tests again when home this afternoon/evening.

I can't help but feel like we'll be wasting openreach's time again, given he spent over 4 hours last time.

Assuming the speed hasn't improved and to be sure we do not end up continuing the TalkTalk's issue v Openreach's issue, would it be possible to have an engineer from both, or at the very least someone from TalkTalk that the openreach engineer can communicate with (someone with the understanding and ability to work with the engineer)? As I feel at least this way I won't end up in this position for several more weeks, and waste more people's time.

[OCE_Chris]

Hi Matt,

I've been told by our network team that there is nothing we can do at our end, if the lift and shift hasn't resolved the problem then it is still going to be an Openreach issue.

We can't arrange to send one of our engineer and an Openreach engineer at the same time but the Openreach engineer is usually requested to do what's called a co-op, where they basically liaise with one of our engineer over the phone while they are running through their diagnostics
 

Chris

[MattD7]

So, no one accepts responsibility...

To ensure accuracy, all devices had the power turned off (excluding mobile where WiFi was simply turned off)
Test 1 @ 17:42 - 16ms, 8.8down & 17.3up
Test 2 @ 17:52 - 16ms, 8.9down & 16.8up

And for a bonus, I even powered off the router for 30 minutes and ran another test after those 2, again with all devices off.

Bonus Test @ 18:32 - 15ms, 9.8down & 16.7.

Note my router is connected to the master socket.

Whilst this issue persists, can I please ask that you provide something that could replace the slow speed in the meantime? For example, a 4g or better sim card, uncapped limits and at no extra cost - at least this way I can use my mobile to act as a hot spot and provide me the speed I should receive?

[OCE_Chris]

Thanks for running the tests, I'm sorry, I can't arrange a 4g sim card.

If you'd like us to go ahead with the engineer visit can you give a couple of dates and time slots when you can be available and we'll arrange this for you

Chris

[MattD7]

Friday 21st between1400-1700
Saturday 22nd between 1000-1800
Sunday 23rd between 1000-1800
Mon 24th - Thu 27th anytime after 1800

[OCE_Chris]

Openreach visits are AM (08:00-13:00) and PM (13:00-18:00). there are no Sunday appointment and it's unlikely that we'll get a Saturday appointment. Are there any days next week when you can be available for the full time slot?

Chris

[MattD7]

The only day I can do a full time slot is Friday 28th, 1300-1800 and the same time on Saturday 29th.

The only exception to this is if you willing to pay for time I need to take out of work, as I have already wasted a portion of annual leave and I'm not prepared to do this again.

[OCE_Chris]

OK, I'll try to get the 28th afternoon slot - I'll let you know when I receive confirmation 

Chris