on 01-04-2021 11:22 AM
First month, my download speed with fiber 65 was above 60mb. Second month dropped to 44mb and never went up (now third month). This happened in the same time my neighbor(flat above) connected to internet. What I noticed, Openreach connected him to the same line as mine? Not sure about this but from the picture attached it seems to be true.
I've contacted talktalk through live chat to identify why speed dropped but nothing has been sorted.
I am working night shifts and had the chance to test internet speed even on 4am when the line is not busy. Same download speed, 44.5 max.
Does anyone has any answer for this?
on 29-04-2021 04:13 PM
As Martin has said, your minimum guaranteed speed would have been advised at point of sale. If you don't think the additional speed is worth the additional cost of fibre 65 you could speak to our Loyalty team and ask to be downgraded to Fibre 35 which will give a maximum sync speed of 40Mbps
on 29-04-2021 01:26 PM
When my line has been tested before upgraded, it been confirmed 65mb download. This was the reason I made the upgrade.
Talktalk can advertise 100mb speed with guaranteed 20mb download. What is this fake add if all the speed are at minimum? Just need to be honest with the customers.
Could you please send me over the contract? I don't want to pay for something I don't get.
on 22-04-2021 06:13 AM
Hi madalin sichitiu
Apologies the engineer was unable to increase the speed any further.
The speed is up to 65mb, when you signed up for fibre you were also provided with a minimum guaranteed speed. Do you still have this information?
on 21-04-2021 03:38 PM
It is IMPOSSIBLE to split a line and have a shared service, only one router can authenticate on a line.
Wiring may have been disturbed that has caused the issue.
You cannot, as an individual, make a complaint to OFCOM.
Firstly you have to make a formal complaint to TT and if that is not resolved and deadlock reached, you can take it to the resolution service that TT use, that is CISAS/CEDR.
The complaints code is at the bottom of the page
on 21-04-2021 03:31 PM
The OpenReach engineer confirmed the line has not faults and is limited to 47mb download speed. This is weird because when i've done the upgrade from broadband 35 to fiber 65 i've been quoted to 65 mb download and confirmed my line can handle this speed. This was the reason I accepted to do the upgrade. I've done speed test first month and happy with the speed. There can be just one reason my speed dropped, if my service has been shared/splitted with the top flat. I have no information and I have never accepted this.
All the tests have been done at my internet socket, indoors.
Conclusion: I am paying for a service I do not receive it, or TalkTalk advertising falsely. This will probably end up with a complaint to Ofcom. I am stuck with this contract for 2 years because of a false add.
Very disappointed about TalkTalk Services.
on 19-04-2021 08:50 AM
Hi madalin sichitiu
Thanks for confirming your details.
I have arranged the engineer visit for 21/04 PM (1pm - 6pm)
Please let us know how you get on following this visit.
16-04-2021 12:37 PM - edited 16-04-2021 12:38 PM
It seems I got stuck in details, I don't know what to do more, it been so many days trying to prepare an Engineer visit. What other questions do I need to respond? Why this process is so hard/slow.
on 13-04-2021 03:32 PM
on 13-04-2021 12:36 PM
If you'd like us to arrange the engineer visit can you confirm:
I've also sent you a PM to confirm some other details
on 12-04-2021 09:11 AM
Hi madalin sichitiu,
To investigate further we'll need to arrange an engineer visit, if you'd like us to do this please let us know and we'll confirm some details
on 09-04-2021 02:16 PM
I've just done one more speed test at the Test socket. Exactly the same speed as before 44.5mb max. ( on Wi-Fi - 1m away from router). I do not have a phone.
Find below a print screen with DSL information.
Looking forward to hearing from you.
on 09-04-2021 12:16 PM
I've re-run the line test now which is still clear, however the sync speed hasn't increased any further. Is the voice service ok with no noise on the line? Does your main socket have a test socket?
08-04-2021 09:32 AM - edited 08-04-2021 09:41 AM
I appreciate you time and help.
The situation is very simple. First month I had 65mb download, second and third month dropped to 44 after my neighbor connected to internet. I don't know what Open Reach done when connected my neighbor but as you see in my first post, there is a picture, and it looks he used the same line as mine. I don't know if true or not but that works affected my line for sure. It that possible my line to support 1 month full speed and then suddenly cap to 44mb? My line has been tested at the beginning of contract and confirmed 65mb speed.
I am agree with you that wi-fi speed test might be less than the cable but there is just 2-3mb less, not 20mb. Test done at 1m from router.
Picture uploaded again with more details. See below.
on 08-04-2021 07:07 AM
It is impossible for two customers to be connected to the same line on a Fibre 65 (FTTC) service, forget about that.
You should be testing by a wired connection, WiFi tests can be subject to interference from other devices and home equipment.
Forget the number 65, that is just for marketing and is the average across all customers.
You should be comparing your LINE RATE to the guaranteed minimum speed as advised in your contract.
Go to SERVICE CENTRE via the Service Status link at the top of the page and you can find both.
07-04-2021 09:18 PM - edited 07-04-2021 09:21 PM
Sorry for my late replay. I've turned the router off for 30 min and I've done a speed test again. It seems nothing changed (44.2mb download speed, 12mb upload - Wi-Fi Test 1m from router). I've done this test 2-3 times so far, it doesn't work.
I still believe Open Reach connected my neighbor to my phone line. I had 65mb download speed first month, and I know this because I was about to cancel the upgrade if the speed is too close to Fiber 35. I knew was free of charge to cancel it in the first month so decided to continue as my line support 65mb download speed.
I've done the speed test on phone and other laptop. Still the same.
Looking to hearing from you soon.
on 02-04-2021 07:07 AM
I'm sorry to hear this.
I've completed a line test which hasn't detected any faults and your line is in sync at 47.3mb.
Please can you power down the router for a full 30 minutes and then connect the router at the test socket and keep the router switched on.
We can check the connection stats again on Monday to see if DLM has made any changes to the line profile/speed in this set up.
Please can you post back on this thread on Monday.