Broadband speed significantly decreased

[brokenboiler]

When I first upgraded to Fibre150 my download speed was consistently around 130Mbps for a year or so. Then it dropped to about 90Mbps which turned out to be a fault on the line. This was fixed and the speed went back up to 130 Mbps. But over the last few months the speed has dropped to around the 111Mbps mark. Although this still falls within the guaranteed minimum of 110 it seems strange that the speed has dropped by that much. I did run a connection test from TalkTalk's website a few weeks ago and it suggested there was a fault, but subsequently when running the test again recently it insists that everything is fine. Nothing has changed so far as location of modem (or other equipment nearby) and no new gadgets/devices have been connected to the WIFi. 

So why has my speed reduced? I've tried using different channels on the Router but it makes very little difference.

[Debbie-TalkTalk]

Hi brokenboiler

Apologies for this.

I've checked and I can see from the Openreach engineers notes that a fault was located when the fault was first raised (underground fault) so I have credited back the engineer charge. This should show in My Account within the next few hours.

Thanks

[Gliwmaeden2]

The bill cannot be updated, but any changes made now will show on the next one. 

Check meantime in Transaction History in case it's been credited.

Or post in the billing section, @brokenboiler.

[brokenboiler]

Hi Chris,

I've just received my latest bill which includes charges for an engineer visit. As I understand it I would have been charged for an engineer visit if the problem was found to be my fault. There were two visits from engineers, the first one determined there was a fault between my house and a distribution point but was unable to fix it as the problem was buried under ground. A day or two later when I checked the fault status was changed to 'closed' even though I was still experiencing slow speeds. So another engineer visit was arranged, this time the engineer did some diagnostics and made some changes and the speed was restored to an acceptable level. 

The upshot of this is that as far as I am concerned there was a problem with my line which the engineer fixed and therefore I am not liable for the cost of an engineer visit.

Can you remove the charge and issue me with an updated bill.

Thanks

[Chris-TalkTalk]

I've booked the engineer for October 17 2023, PM as requested. Please let us know how you get on

Chris

[brokenboiler]

Tuesday P.M (17 Oct) would be ideal, is that possible?

[Chris-TalkTalk]

We can generally get an appointment next working day or the working day after so are you available tomorrow and Monday?

Chris

[brokenboiler]

Yes, I accept potential charges. I am flexible in terms of availability, let me know when and I will be available!

[Chris-TalkTalk]

Hi brokenboiler,

Apologies for the delay, could you just confirm that you accept potential engineer charges and let us know when you can be available for the visit and I'll book it for you

Chris

[brokenboiler]

I replied to the private message but have heard nothing since, so I am still awaiting an engineer visit to be arranged, any new on this matter?

[Debbie-TalkTalk]

Hi brokenboiler

I'm just sending you a Private Message to confirm some details so we can arrange the engineer visit.

Thanks

Debbie

[brokenboiler]

Yes please.

[Michelle-TalkTalk]

Morning,

I've run a test on the line which is clear. If the set up hasn't changed then the next step will be to arrange an engineer visit to the property. Would you like to go ahead with this?

Thanks

Michelle

[Gliwmaeden2]

Re-escalating this for you, @brokenboiler.

[brokenboiler]

HI, I've now returned home and having run a speed test a number of times on different hardware in different locations in my house I am still not getting the download speed I am paying for. Currently the speed is around 102 Mbps, a long way short of the 130+ Mbps I was getting a few months ago.

[Chris-TalkTalk]

OK thanks 🙂

[brokenboiler]

Yeah, I'll test it out and report back when I return next month.

[Chris-TalkTalk]

Hi brokenboiler,

DLM is changing your profile so could we see how it goes over the weekend to see if the speed improves

Chris

[brokenboiler]

The new router arrived sooner than expected so I was able to test it before I have to go away. Unfortunately it hasn't improved the situation. In fact the speed has dropped slightly down to around 100-103 Mbps according to OOKLA. When I tried a TALKTALK's speed test it said it ran into a problem and they are working to resolve it, tried it several times with the same result.

[Michelle-TalkTalk]

Morning,

No problem. Please let us know how you get on.

Thanks 🙂

[brokenboiler]

Ok, thanks Karl. Unfortunately I won't be able to check it for a few weeks as I have to go away and my wife isn't confident of carrying out the necessary. So I'll get back to you on my return at the beginning of October.