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Fibre 150 below Guaranteed Minimum Speeds

kevinleighton
Conversation Starter
Message 16 of 16

Hi there

 

I've noticed worsening service on my Gfast and have been monitoring the service over the last few days.

 

When I had the service installed the engineer recorded that I was getting the maximum download of 140 (I can almost touch the cabinet from my house) but today, using the Talktalk Speedchecker I'm seeing 94 and the 7 day trend is either just on or below the minimum.

 

Just to confirm that..

The Gfast and Talktalk routers were both off this morning for an hour before restarting.

I only have the Gfast and Talktalk routers connected to the service (no powerline or anything)

It's all connected to a type 5C BT Socket

I have a phone connected and there is dial tone but I can't even remember the last time it was used.

Please advise how I can bring this service back to it's glory days.

 

Many thanks

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15 REPLIES 15

kevinleighton
Conversation Starter
Message 1 of 16

Thanks Karl, I have done so.

 

Regards

 

Kevin

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Message 2 of 16

Hi Kevin,

 

If you start a thread in our billing section, we can pick this up 🙂

 

Karl.

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Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


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kevinleighton
Conversation Starter
Message 3 of 16

Hi Debbie

 

I had come on to say that following the engineer visit he managed to resolve the issue and I am very happy but now Talktalk want to charge me for his visit but I've no idea how to discuss with anyone at Talktalk so I shall raise a new call to discuss.

 

I do appreciate you help with getting the engineer to resolve the issue.

 

Many thanks

 

Kevin 

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Message 4 of 16
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kevinleighton
Conversation Starter
Message 5 of 16

Many thanks 🙂

 

I'll let you know how it goes.

 

Kevin

Message 6 of 16

Hi Kevin

 

No problem. I've changed the appointment to 14/10 PM (1pm - 6pm)

 

Thanks

 

Debbie 🙂

kevinleighton
Conversation Starter
Message 7 of 16

Hi Debbie

 

I'm so sorry but on that day I need to go for a covid jab in the morning.

 

Is it possible to rearrange for the afternoon please?

 

Many thanks

 

Kevin

Message 8 of 16

Hi Kevin

 

Thanks for your reply.

 

I have arranged the engineer visit for 14/10 AM (8am - 1pm)

 

Please let us know how you get on following this visit.

 

Thanks

 

Debbie

Message 9 of 16

Hello Debbie

 

I have no AM / PM preference however I prefer to avoid Wednesdays.

 

Many thanks

 

Kevin

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Message 10 of 16

Hi Kevin

 

Thanks for confirming your details.

 

Please can you also confirm potential engineer charges and provide your availability for this visit AM and PM?

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Message 11 of 16

Hi Kevin

 

Thanks for your reply.

 

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

 

Thanks

 

Debbie

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kevinleighton
Conversation Starter
Message 12 of 16

Good morning Debbie

 

Yes please

 

Many thanks

 

Kevin

Message 13 of 16

Hi Kevin

 

If nothing has changed with your setup since the installation then we will need to arrange an Openreach engineer visit.

 

Would you like me to arrange this visit?

 

Thanks

 

Debbie

kevinleighton
Conversation Starter
Message 14 of 16

Hi Debbie

 

I've just a line check now using the Talktalk tool and it's showing at 93mb, that's the slowest out of the last 7 days so it seems to be degrading further. The troubleshooting tool also flagged up (as it has before) that there seems to be an issue on the line but following the line test it says that there isn't.

 

To answer your questions..

 

Until Friday of last week the line had been been up and down on a number of occasions every day for seven or eight days but I've not noticed any drop outs since then.

 

The router was last rebooted on Saturday. I'm not sure about your reconnections comment but I guess that's nothing I can influence.

 

Over to you.

 

Many thanks

 

Kevin

 

 

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Debbie-TalkTalk
Support Team
Message 15 of 16

Hi Kevin

 

I'm really sorry to hear this.

 

I've completed a line test which hasn't detected any faults and the line is in sync at 105mb.

 

There are re connections on the line and this can affect the speed. Is the connection dropping or has the router been rebooted?

 

Thanks

 

Debbie