Fibre 250 Package Speeds problem

[parrot1553]

Hello,

I upgraded my package from Fibre 150 to Fibre 250 on 22 April

I was told to wait 12 days until the new speeds take effect

However ,I am still only getting the old speeds ~150mbps

I contacted support via live chat and they told me this is within the minimum guaranteed speeds for Fibre 250 (133mbps guaranteed)and it is due to traffic. Spend nearly 2 hours trying to get them to fix the speed but to no avail.

I am getting 150mbps 24/7 even during midnight,so it cannot be traffic related.

It doesn't make sense to have the same speeds with a plan that promises nearly double the speeds and costs more.Meanwhile they covered their back by putting the guaranteed speed under the average for Fibre 150.

I never thought a company would lie so blatantly about their speeds,  Is it time to leave TalkTalk?

[parrot1553]

Hello Chris,

Just done that. Desktop PC directly wired to the modem,No difference in speeds.

[Chris-TalkTalk]

Hi parrot1553,

Our network team have asked if you could run a couple of speed tests on a device connected directly to the Openreach Modem via Ethernet cable, bypassing the router, to rule out any issues with the router. Could you give this a try and let us know how you get on

Chris

[Chris-TalkTalk]

Thanks for trying that. I'll raise this to our Network team and ask them to take a look. I'll let you know when I receive an update

Chris

[parrot1553]

Wired

[ferguson]

Are you running these speed tests wired, or wireless? 

[parrot1553]

Hello Chris,

I followed your instructions,but unfortunately,same speeds 😞 This is from my desktop using speedtest.net and talktalk:

I did the troubleshoot guide on the talktalk account page and it says I need to have a microfilter between the modem and the socket? I just have a cable. But then again if that was the issue the Speed to the router would also be 152mbps right. So I don't know what the issue is,but 100% not my devices.

[Chris-TalkTalk]

Thanks. Your router is in sync at 329Mbps. I've tried something at our end so could you please run another speed test to see if there's any improvement. If there isn't then could you try switching the modem and router off again for at least 30 minutes then switch first the modem on followed 3 or 4  minutes later by the router 

Chris

[parrot1553]

152mbps to be exact. On the phone its a bit less if I am further from the router.

Thanks

[Chris-TalkTalk]

OK thanks, and you get exactly 150Mbps on all devices?

Chris

[parrot1553]

Hello Chris,

I am running the test on all devices,2 desktop connected via cable and 1 phone via wifi. Desktops are connected via cat7 and cat6a cables.They both have 1gbit network cards and modern hardware specs.

[Chris-TalkTalk]

Hi parrot1553,

Could I just ask what device you're running the speed tests on?

Chris

[parrot1553]

Hi,

Yes, I powered down the modem along with the router the other day when you asked. I guess you will have to send an engineer, I will be home during the day today and tomorrow. Wed-Friday only after 8pm.

Thanks.

[Michelle-TalkTalk]

Hi,

Thanks for confirming this as this does rule out the router. Did you also try powering down the Openreach modem too? If all testing has been completed wired and the devices are capable of receiving these speeds then the next step will be to arrange engineer visit to the property. If you would like to go ahead with this then please let us know and we can confirm some details with you.

Thanks

[parrot1553]

Morning,

I don't have an alternative router, but I plugged the ethernet cable from my desktop pc directly to the openreach modem,no router. I then did a test and unfortunately,same speeds 152mbps down 29mbps up.

Thanks

[Michelle-TalkTalk]

Morning,

Do you have an alternative router that you can test with? If not then we can send a replacement router for testing purposes to rule this out. We would also send a router returns bag so that one of the routers can be returned.

Thanks

[ferguson]

The support team won't be back online until Monday. 

[parrot1553]

Any other suggestions?

[parrot1553]

Yes, ran speed test after the restart on 2 desktop computers which are connected via cable and 1 phone via wifi,all have same speed. 152mbps down 29mbps up.

[Michelle-TalkTalk]

Morning,

Thanks for trying this and I'm sorry to hear that there has been no improvement in speed. Did you run the speed test when connected wired? Do you see the same speed when running the speed test on more than one device?

Thanks

[parrot1553]

Turned it off, waited 30minutes,switched it back on. Same speeds.