on 28-06-2022 10:27 AM
So I am currently on a fibre 65 package where I should see a guaranteed minimum download speed of 61 megabytes per second. But it should be around 65-70. I'm currently seeing 5/6 megabytes per second and I can barely load web pages or do anything and nothing is being done to get it fixed.
I have spent many hours in live chat where I'm told they have found a fault and they are fixing it and it should be fixed. I even get text saying the fault has now been fixed, It is not fixed. As you can imagine this is extremely frustrating, especially as I've been paying for a service that I'm not getting at all.
I either need an engineer to be sent out, new router or to cancel my contract free of charge. Regardless of this 30 rubbish, i have been paying for a service that i am not receiving for a month. I will attach images of my plan as well as what my account says.
Who ever i speak to either on the phone or live chat just tell me to wait two days to 'see if there is improvement'. I have spent a month waiting for improvments now and who ever i speak to say the same automated reel of fixing steps and assure me that when i contact them back again they will fix it. It is getting a ridiculous i can't use my internet. It is like they don't know what the problem is and par me off.
I have just spent over hour on the phone talking to the 'technical team' where they came out with the 'wait two days for improvment again'.
I have done multiple thing to try to combat this, unplugged router for 30mins, I have had intrusive line tests done as well as tests just using the test socket. This has all happened since I have moved house, it is like I am being throttled or something is wrong my main socket.
Please find attached evidence. Pictures are in the word document that show how poor my connection is.
on 29-06-2022 12:08 PM
on 29-06-2022 12:05 PM
Hello Debbie the engineer has just left, took him 3/4 hours to find the fault but it was on of the exchanges so he switched us onto a different wire or something, now seeing 70mbps so great news. Thanks for helpling me get it sorted and booking an engineer.
Have a good day and thanks for the help again :).
on 28-06-2022 11:30 AM
on 28-06-2022 11:28 AM
Thank you for you help Debbie i appreciate it you've managed to help me a lot more than live chat or telephone calls in quarter the amount of time, i will let you know if the engineer visit helps at all, thanks again.
on 28-06-2022 11:25 AM
28-06-2022 10:59 AM - edited 28-06-2022 11:00 AM
I can check once I receive your availability, there may be appointments from tomorrow.
Please can you also confirm potential engineer charges. Engineer charges - TalkTalk Help & Support
on 28-06-2022 10:55 AM
on 28-06-2022 10:52 AM
Thanks for confirming your details.
I've checked and the predicted speed range for your line is showing between 73.6 and 68.1mb, with a guaranteed minimum speed of 61.6mb.
Your line is currently in sync at 6.1mb. Have you tested with a different router at the test socket?
The next step will be an Openreach engineer visit.
on 28-06-2022 10:40 AM
on 28-06-2022 10:30 AM