FIBRE 65 DOWNLOAD SPEED ONLY 9MBPS UPLOAD 4.7MBPS

[FinnMacCool]

Incredibly poor speeds, all the time. Drops out lots of times. Advertised as av speed 67Mbps - something I’ve never experienced - ever, nor anywhere near it. They never mention their guaranteed download speed of 7Mbps for Fibre 65, it only gets a mention in the small print of your contract once you’ve signed up for 2 years. A decision I regret every day. I’ve contacted TALKTALK several times about this deadly slow speed - result - zero action. Terrible, terrible speed and service.

[Gliwmaeden2]

Yeah, @FinnMacCool. You'll find that all Community Stars reply extensively across a wide range of subjects in our own time. ...over many years, but I won't reply to you in future. 

You'll find that the advertising standards apply across the board to all ISPs, so you'll get a similar response if you take up the issue of advertised speed v your line speeds with any of them.

There's a Complaints procedure you can follow up, linked at the foot of any Talktalk page. 

I'll close this to further comment meanwhile, so you will need to wait for follow up from staff after the weekend. 

[FinnMacCool]

So you’re asking me to believe that Gliwmaeden2 is a fellow customer and not Talktalk itself responding via human(s) or AI. Just an ordinary customer who has had the time to write 20869 posts replying in intricate detail to an entire constellation of problems/questions that actual customers posted on this ‘community forum.’ Yeah right. 

Much of what you say in the above reply is misleading or wrong. This fits in well with Talktalk’s Trustpilot profile which has  45% 1 star reviews, amounting to over 38000 Talktalk customers, complaining vigorously about Talktalk, which has not had the courtesy to reply to a single one of these complaints. 45% 1 star reviews on Trustpilot is, by a country mile, the worst score I’ve ever seen on Trustpilot and almost certainly among the worst ratings for companies rated on Trustpilot. I rather doubt that Gliwmaeden2 will want to respond to that statistic and explain how Talktalk acquired such a disastrous score from customers on Trustpilot, or explain why Talktalk has not deigned to reply to any of the 1 star reviews.

I’ll reply to all the points in Gliwmaeden’s post in my next post, entirely refuting the majority of them. Unlike the unlikely ’Gliwmaeden2’ I don’t have the time to make posting on the Talktalk forum my full-time occupation.

[Gliwmaeden2]

@FinnMacCool, with advertising, it's always a case of "buyer beware".

I have had Fibre65 offered to me at renewal in their renewal emails in the past, but FTTC didn't exist in the streets nearby. The infrastructure here went straight from ADSL to Full Fibre without the intermediate technology being available. But I didn't just click to order it.

The point is that you are supposed to find out these things at the "check availability" stage, which I did.

Every advert on this page shows precisely that you need to check availability:

https://www.talktalk.co.uk/broadband/fibre

You do need to check the potential speed of your particular line at the point of sale - it can't be magicked up. That requires a total change of technology and full fibre needs to be installed. 

The actual speed that matters is the minimum guaranteed speed for your particular line. Nothing else is "promised".

You have misunderstood the advertising: nobody can be promised an average, as, by definition that is not necessarily specific to any one person's line.

You have already said that your line could never achieve anything like 67Mbps in the past.

It couldn't suddenly reach this by buying a package with a different label when the amount of copper from the cabinet is still the same.

Small print matters.

At the foot of the page I linked above there are small print details that a buyer must click through  - this is long before the point of sale.

I can read this stuff now, long before getting to the stage of placing an order.

It explains:

 

You'll see that these speeds are limited to a narrow peak time band and are only deliverable to c 50% of them. 

Also detailed:

 

So that clearly explains the importance of ascertaining the guaranteed minimum and also reminds potential customers to check the relevant page.

It's upsetting to get one's fingers burnt buying anything that disappoints. It used to be the case that ISPs could advertise "up to" speeds, but these were deemed to be misleading as they only needed to be available in 10% of cases.

At least the "average at peak time" advertising represents at least 50% of customers. It's supposed to be an improvement on the previous wording and is approved by regulators.

The problem of how to describe the product was picked up by ASA many years ago:

https://www.asa.org.uk/news/new-standard-on-broadband-speed-claims-in-ads-comes-into-force-today.htm...

Sadly, nothing can be done to change the speeds with your current infrastructure [indeed, the Fibre35 product would have been a better match of label to manage your expectations, but comes in at the same price, so would have made no difference at the point of delivery].

[FinnMacCool]

I signed up for Fibre 65 on the basis that Talktalk promised me in their advertising that I would have an average download speed of 67mbps. So far my average has been 9mbps. What are you going to do about failing to deliver on your promised speed to me?

[Karl-TalkTalk]

Hi

The estimated speed for your line is 8 - 9mb.  Your router is in sync at 10mb, so the line is performing as expected.   Line tests are also clear.   We do allow the line to achieve the speed it is capable of, but if you have a longer copper section of line from your property to the cabinet, this will limit the performance.  In this situation, nothing can be done to increase the speeds of your service.

If full fibre is available at some point in your area, upgrading to this will give faster speeds as this would be delivered via a fibre optic line up to your property.

Thanks  

Karl. 

[Gliwmaeden2]

Forum staff are taking the New Year's Day holiday, @FinnMacCool, so will follow up on Thursday. 

Best to wait for them to follow up, though technical support is available today after 9am on Chat / phone support if things deteriorate meanwhile:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

[FinnMacCool]

I’ve updated my community profile.

[Michelle-TalkTalk]

Hello,

Can you please update your community profile to include your:

• Name
• Telephone number or Account number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle