Broadband dropout & speed reduction

[SoF00]

Hi - We have been having short (2 - 3 minute) broadband interruptions for a while now and the internet speed is also below the guaranteed level although still usable.  Connection test says there could be a line fault but line test says unable to identify a fault on the line.

[Karl-TalkTalk]

Hi

Thanks for confirming that speeds have increased.

Karl.

[SoF00]

Ok - left Router off for nearly an hour, now speed back up to over 40Mbs.  Thanks for that.

[Michelle-TalkTalk]

Hi again,

Ok thanks for confirming. Could you try powering down the router for a full 30 minutes and then retest the speeds again please as this will reset the current session and can often increase the throughput speeds.

Thanks

Michelle

[SoF00]

Hi Michelle, we're getting around 30Mbs which is still very usable but not the 40+ we used to get.

[Michelle-TalkTalk]

Morning,

Thanks for the update. What speeds are you currently seeing at the moment please?

Thanks

Michelle

[SoF00]

Hi - Openreach repaired the line yesterday but the broadband speed is still below guaranteed minimum. Does something else need to be done?

[Chris-TalkTalk]

No problem 🙂

[SoF00]

Thanks for that

[Chris-TalkTalk]

I've booked the appointment for tomorrow afternoon - January 09 2024, PM - please let us know how you get on

Chris

[SoF00]

Preferably the pm slot but am ok

[SoF00]

That would be good if possible

[Chris-TalkTalk]

Do you just want me to book the first available appointment, we can usually get next working day or the working day after?

Chris

[SoF00]

Yes I accept potential charges and can provide availability weekday 8-18hrs (by prior agreement only)

[Chris-TalkTalk]

At this stage we will need to arrange an engineer visit to investigate further. If you'd like us to arrange the engineer can you confirm:

• That you accept potential Engineers charges
• Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

Thanks

Chris

[SoF00]

Is this definitely an issue at my end requiring an engineer?  Odds are its the last bit off copper to the house.

If an engineer visit is required then yes please arrange.

[Chris-TalkTalk]

OK, thanks for testing. Would you like us to arrange an engineer visit? If you would then we'll confirm some details with you

Chris

[SoF00]

Morning, 6 broadband dropout and 3 minute recovers over the weekend.  Internet speed still only 33Mbps, guaranteed is 39Mbps and I used to get over 40Mbps so there is still a problem. 

[Chris-TalkTalk]

Thanks. No problem 🙂

[SoF00]

Ok thanks, I'll keep an eye on it. Thanks for your help

[Chris-TalkTalk]

OK thanks. Could you monitor the connection over the weekend to see if there's any improvement. If there isn't then the next step will be to arrange an engineer visit to your home

Chris