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Reprofile line - not getting speeds guaranteed

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Highlighted
Chat Champion

@martswain 

- I didnt say that they could reprofile the line

 

- I can request them to re-profile and it is up to the tech how he wants to progress the ticket.

 

1- does he/she lie and say its been done

2- pass to BT to get done

 

 

There are always newbies like you that cannot read, but this is why I  provided both those contacts before 🙂 remember to let me know how you are keeping up in the future, you health matters

 

 

 

 

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Philosopher

Me, a newbie, hardly, I've been here more than 5 times as long as you kid !

 

Did you get your BTOR appointment arranged ?

Martin
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Chat Champion

@martswain 

 

It got booked on Tuesday

- Talk Talk and BT appearing to be refusing to update me until I ask.

 

Doesn't help when i pick up my landline - it sounds like its connected to a call, and you cant do anything

 

Current stats

 

DSL synchronization status:Up
Connection status:Showtime
Upstream line rate (kbit/s):1825
Downstream line rate (kbit/s):16303
Maximum upstream rate (kbit/s):1895
Maximum downstream rate (kbit/s):24972
Upstream noise safety coefficient (dB):6.3
Downstream noise safety coefficient (dB):5.8
Line standard:Vdsl2_ANNEX_B
Upstream line attenuation (dB):18.7
Downstream line attenuation (dB):28.8
Upstream output power (dBm):6.6
Downstream output power (dBm):11.0
DSL up time:0 day 1 hour 56 minutes 46 seconds
Highlighted
Chat Champion

10am - Internet has gone down.

 

Talk talk and BT OR appear not to be communicating as I have to keep getting manual updates.

 

I was told I would be getting updates via text

Highlighted
Community Star

I'm afraid that staff are unlikely to reply before Monday now,  @sunnypurba.

Gliwmaeden2
Please click "like" if this helped you!
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Chat Champion

Thats fine. 

 

This thread is just a record of inconsistencies.

 

More for evidence than anything.

 

Getting sent a 4th router without them knowing what the issue is.

 

Makes it even worse

Highlighted
Chat Champion

No manager call back

- this was "promised" by a talk talk chat

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Chat Champion

I have full chat transcript emailed to me.  Here is a snippet

 

 

CRISTOFFER: 

If there's nothing else aside from openreach engineer escalation and manager callback. I will need to close this chat as we are only open until 9pm. May I ask if there are any other concerns?


Sandeep Purba: my concerns are that
Sandeep Purba: 1 - after your 1st collegue did a line test my internet went to *@#][!![]'#[@#]!*
Sandeep Purba: 2 - your agent said the OR engineer will check the internet and you said it hasnt
Sandeep Purba: 3 - i was not able to speak to a manager
Sandeep Purba: 4 - im still without a landline and also 2 the internet is lesst than 11mbps
CRISTOFFER: 

I am sorry for that inconvenience. The manager will be able to discuss it further with you on the call tomorrow. Is there anything else that I can assist you with tonight aside from those concerns?


Sandeep Purba: 5 - the issue was supposed to be resolved today
Sandeep Purba: yes, pass me to your manager
CRISTOFFER: 

Yes I have already passed this to my manager who will call back tomorrow.

If there is nothing else aside from manager callback and openreach engineer appointment, I will be able to close this chat now as we have limited opening hours due to covid-19 situation.

 

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Community Team - TT Staff

Hi sunnypurba,

 

What's the problem with your telephone service - do you have a dial tone?

Chris

 

 

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Chat Champion

I have received the 4th router

- its the same make and model as the 3rd router.

 

I have a dial tone now and phone line is working

Highlighted
Chat Champion
DSL Information
On this page, you can view DSL information.
 
DSL synchronization status:Up
Connection status:Showtime
Upstream line rate (kbit/s):7987
Downstream line rate (kbit/s):27308
Maximum upstream rate (kbit/s):7904
Maximum downstream rate (kbit/s):40624
Upstream noise safety coefficient (dB):6.0
Downstream noise safety coefficient (dB):5.9
Line standard:Vdsl2_ANNEX_B
Upstream line attenuation (dB):9.8
Downstream line attenuation (dB):19.4
Upstream output power (dBm):6.2
Downstream output power (dBm):11.5
DSL up time:0 day 13 hours 43 minutes 21 seconds
Highlighted
Chat Champion
The latest from TalkTalk’s network

 

 
Network Stability

You may have experienced a problem with your connection recently.

 
 
Your Line Speed

Est. speed: 29 Mb - 40 Mb
Measured speed today: 23 Mb

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Chat Champion
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Community Star

I have quickly gone back over this long saga and I cannot see anywhere that you have tried connecting your router to the test socket. If you have, forgive me. If not, give it a go.

Highlighted
Community Team - TT Staff

Hi sunnypurba,

 

Glad to hear your telephone service is now working, have you tried ferguson's suggestion?


Chris

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Chat Champion

Master socket was tried before my 1st router was sent to me

- all this can be done if you checked my account when i spoke to online chat since my contract started

 

- what need to happen now?

 

===========================

 
Network Stability

You may have experienced a problem with your connection recently.

 
Your Line Speed

Est. speed: 29 Mb - 40 Mb
Measured speed today: 24 Mb

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Community Team - TT Staff

Hi sunnypurba,


Can you just confirm that you've tested with router connected to the test socket which is the socket under the master socket face plate - please see Your guide to master socket

 

Chris

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Chat Champion

I thought I mentioned this was tried before the 1st router was sent out? which is documented above???

 

 

I had to use the filter that came in the box to the master socket as the router does not directly plug into it

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Chat Champion

Also

 

Estimated speed: 32 Mb - 40 Mb - sept 2019

 

Est. speed: 29 Mb - 40 Mb - July 2020

 

Why has my est line dropped, is this so that you can say that your speed should be 29 or above and there is nothing you can do about it, when in theory i was promised over 32mbps?

 

I am sure I saw this change after making this thread!

 

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Community Team - TT Staff

Hi sunnypurba,

 

Just to confirm, you said you connected at the master socket but the test socket isn't the master socket, it's the socket underneath the master socket face plate, you have to remove the master socket face plate to access it, could you just confirm that you did this


Thanks

Chris