15% speed reduction with new router

[philipm]

I finally got around to installing the replacement router as the old one was having to be rebooted regularly. I have been sent an HG633 rather than the HG635 and it is much slower. A full 15% slower and the wifi signal is not as good. Please can I have a replacement 635?

[Debbie-TalkTalk]

Hi philipm

No problem 🙂

Debbie

[philipm]

Thanks for that information. Much appreciated.

[Debbie-TalkTalk]

Hi philipm

We can see that the engineer has submitted this request (paper work) 

Pending council approval this work will go ahead. An A55 approval can take up to 2 weeks.

Thanks

Debbie

[Michelle-TalkTalk]

Hi philipm,

I've asked our Network Team if their are any timescales and I'll let you know as soon as I know more.

Thanks

[philipm]

Further to my update yesterday. My connection has crashed three times in the last 2 hours and I am currently getting an upload speed of 0.6!!!!!!!!

Quite possibly; whatever they did yesterday has made things worse.

Can we keep the pressure up, please?

Many thanks

[Michelle-TalkTalk]

Hi philipm,

Thanks for the update 🙂

Thanks

[philipm]

OK. So, finally, we have a guy that has had all the connection boxes up down the road and established that there is a fault in the cabling that will require the pavement being dug up as it isn't ducted. They will be logging a job requirement tonight and we will have to see when the work will actually get done. Engineer was around for around two hours so actually did a thorough job.

Looks like we are on the last leg but it's down to Openreach to get it sorted soon as.

Regards

[Chris-TalkTalk]

I'm really sorry it's taking so long to resolve, please let us know how the engineer visit goes

Chris

[philipm]

Have heard from the case handler and, apparently, another engineer will be visiting us tomorrow. Number 7!!!!

I have to say, as an IT Systems Manager of over twenty years, I'd be shot if it took me this long to sort out a network issue!!!!!

Guess that's Openreach for you.

Regards

[Chris-TalkTalk]

Hi philipm,

The latest info on our system says that we are due an update from the Openreach case handler some time today so I would think your Complaint Manager will then contact you and let you know what's going on

Chris

[philipm]

Jeez! If you've got system issues, there's no hope for any of us, is there?

Haha!!!

[Chris-TalkTalk]

Hi philipm,

We're experiencing some system issues at the moment so I can't check but I'll take a look tomorrow morning

Chris

[philipm]

I can't ring them direct but assume that they will be contacting me once they know that the engineer has been. If there is anything you can do to chase that, then I'd appreciate it. Pretty sure the ladies name was Tam on the technical team.

Regards

[Michelle-TalkTalk]

Hi philipm,

Thanks for the update and I'm sorry to hear this. Are you still in contact with the CEO complaints manager?

Thanks

[philipm]

Hi. Just come back from holiday. Spoke to CEO's technical team whilst away and we have just had engineer number 6 visit. He didn't really do anything and gave the clear impression that he knew of all the issues that ourselves and many of our neighbours have had. His words were something along the lines of - somebody just needs to make a decision.

It's clear to me that Openreach know exactly what the issue is and are stalling sorting it because there will be a cost to them.

As Talk Talk are Openreach's customer I assume you will be applying all the pressure that you can to have the matter escalated and resolved to that your own customers can get off your case.

Regards

[philipm]

Much appreciated.

Regards

[Debbie-TalkTalk]

Hi philipm

Thanks for the additional information.

I have escalated this over to our CEO's Office and a Complaints Manager will contact you as soon as possible to discuss this further.

Thanks

Debbie

[philipm]

FYI attached. This is, literally, just around the corner from my house.

[philipm]

I would like it escalated please. Over the last few weeks I have had upload speeds of as low as 0.7 and download as low as 21. talktalk my account line checker reckons I should be getting 35-50 and that ties in with what I used to get before all this started. This has got nothing to do with contention rates and everything to do with faulty cabling somewhere along the line.

I lose the connection at least once a day and sometimes it will take two or three goes before it steadies up again.

For what it's worth, somebody local posted that Openreach were doing some work to clear ducting in preparation for "spine cabling work" so maybe they are working on it but just won't tell us.

In any event; this has been an ongoing problem for about two months, I have had 5 engineers round to my house and we are no further forward. To coin a phrase, it's totally unacceptable and I want a resolution.

Thank you

[Debbie-TalkTalk]

Hi philipm

Openreach closed this fault last week, they left notes to advise no faults found. I'm really sorry for this.

The next step would be to arrange another engineer visit. Alternatively I can raise a complaint to our CEO's Office so this can be discussed with a Complaints Manager as this fault is still ongoing. Would you like me to arrange this?

Thanks

Debbie