Fiber 65 - from 80mbps to 1-2mbps

[Cloudy37]

The speed quality is degrading rapidly with each day. It has been at this slow speed for about a week now. I feel there is nothing else to do than swap providers at this point...

[Thabile-TT]

Having an engineer visit the property for a thorough assessment ensures that the issue is effectively addressed however since you are confirming that there was improvement i just need to confirm are you happy with the current speed?

[Thabile-TT]

Hi @Cloudy37 , it a good thing that you notice the improvement with the speed as we did advise we booked and engineer just that they confirmed they need to get inside the property to completely resolve the issue. 

[Gliwmaeden2]

Staff are on here Monday to Friday only, @Cloudy37, but if you can check in c 7am, they start then and are available just till c 5pm.

[Cloudy37]

No I didnt get anything like that, I also notice now just recently my speed has risen up to 22mbps which is an improvement. I am only home in late evenings on some days so that is why I want to avoid any appointments.

Something must have happened for my speeds to rise now?

[mandisa1-TT]

Looking into the account the engineer that was booked for you and was meant to investigate outside your property, has advise they require access into your property, meaning they could not locate a fault outside property. The earliest available date would be tomorrow (02/12/2025), which slot would be okay with you? AM or PM slot?

[mandisa1-TT]

Hi there @Cloudy37. We sincerely apologize for the inconvenience caused to you, just to confirm did you receive communication from the engineer advising they require access into your property?

[Gliwmaeden2]

Sorry, @Cloudy37, but there is no forum staff support over the weekend. 

If you use 03451 720088 you may not get through to a human being directly, but, after a text message with a link to technical Chat support, even if it's just a bot, you may find you get something that at least acknowledges that they are on your case.

I left it at that with my issue during the week and got on with other things - didn't stay in to allow any agents to follow scripts. Came home to find things sorted.

Worth trying calling today [closed Sunday].

[Cloudy37]

Hello, a bit of an update.

I am now connected to the test socket directly, and also am trying a new talktalk router wifi hub 2 version SG4K100208. The same slow speed is happening which leads it to being an outside problem right? Why would I need to waste my time with appointments when the things they check I can already do now? I have not noticed any work or engineer at the box I'm connected to either.

What is the problem? 

[Mandisa-TT]

You will be updated and we just a message away if you have any questions in the future.

[Cloudy37]

Thank you for the help, I will not require any other assistance.

If you gather any more information on the status of the engineer work I would love to know.

[amahle-TT]

Your set up should look like this, kindly refer to the link thanks. Set up your Wi-Fi Hub or Wi-Fi Hub Black

Is there anything else you would like us to assist you with at the moment? 🙂

[amahle-TT]

Please connect everything as it was connected. 

[Cloudy37]

So no point in connecting to the test socket then?

[amahle-TT]

However, if the engineer doing the investigation determines that access to your property is necessary, you will be informed via SMS or email and asked to schedule a time that works best for you. If this occurs, we advise getting in touch with us right away to book the engineer appointment.

[amahle-TT]

Just do your normal set up, the issue is in the line exchange after all, and the engineer will fix it in the next 48 - 72 working hours.

[Cloudy37]

I will connect directly to the test socket later today as well as it will help determine the problem.

[amahle-TT]

While I still have you on the platform, would there be anything else you would like for me to further assist you with apart from what we have discussed today?

[amahle-TT]

Line testing reveals an issue on your line that needs to be fixed by an Openreach Engineer. The engineer will investigate, typically this will be completed within the next 2-3 working days.

Openreach will contact you via a text message with details of the engineer working on your fault on the day the work begins. This includes when they are travelling and when they start working to resolve the fault.

This is a non-appointed visit, which means they'll only be working on the Openreach equipment between your home and the exchange. They will confirm once they have completed their work.

Assuming the problem is outside of your property, the engineer won't need access. However, if the engineer doing the investigation determines that access to your property is necessary, you will be informed via SMS or email and asked to schedule a time that works best for you. If this occurs, we advise getting in touch with us right away to book the engineer appointment.

[Cloudy37]

Thank you for the help. 

[amahle-TT]

Got it, thank you. 

We're booking an Openreach engineer to investigate any issues within the network that may be affecting your service

The engineer is unlikely to need access to your property, so you don't need to be home and if this is confirmed as a fault in the network by the engineer won't be charged.

If the engineer can't find an issue in the network, they may need access to your home to complete further checks, they will try to call and arrange this on the contact number you have provided.

If they can't reach you, don't worry, you will receive a text from us to arrange for an appointed engineer to visit your home.

Please note that terms and conditions for an appointed engineer differ so please pay attention to this if your engineer type changes.

Do you understand this information?