Fibre 250 - Sub 150 Speed

[Fodderdude]

Hi.

I have moved from Sky Ultrafast FTTC which provided average speeds of 150Mbps.

We signed up for Fibre 250 over the phone and told that the maximum speed the line can support is 327Mbps, average download speeds of 237 and a minimum guaranteed speed of 212Mbps.

I have spoken to cancellations team who have advised that I definitely should be getting speeds more than we are getting which is 142Mbps when I plug ethernet directly into the router or modem.

I have having difficulty getting technical support to understand this.

Is there anyone that can assist with this?

Thanks.

[Fodderdude]

Hi Chris. 

I accept the potential charges. 

Thanks.

[Chris-TalkTalk]

Hi Fodderdude,

Thanks, could you please confirm that you accept potential engineer charges and I'll book the appointment

Chris

[Fodderdude]

Hi @Chris-TalkTalk .

I am available Monday and Friday next week, all day for either. 

Thanks.

[Chris-TalkTalk]

Yes, line profiles are set automatically by the line management system (DLM) but that's not the issue here as your line profile isn't limiting your speed.

if you'd like to go ahead with the engineer visit can you confirm:

• That you accept potential Engineers charges
• Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

Thanks

Chris

[Fodderdude]

Hi again.

Yes that would be fine, although I do have a simple question. Does the provider not set speed profiles to limit difference between packages, example Fibre 150 would have a limit that wouldn't go into the 250 speeds even if the line was capable or is that set at exchange level?

It certainly just appears to be something around those lines if that makes sense.

Thanks

[Chris-TalkTalk]

OK thanks. 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 with you

Chris

[Fodderdude]

 Hi @Chris-TalkTalk .

Already tried to test socket, makes no difference.

Thanks. 

[Chris-TalkTalk]

Hi Fodderdude,

I'm sorry to hear that you are experiencing problems with your service. Have you tried connection your modem to your test socket, if not then can you give this a try and let us know if there's any speed improvement 

Your guide to main phone sockets - TalkTalk Help & Support

Chris

[Fodderdude]

Update:

Forgot to mention, this is plugged directly into the modem without the router in place.

Makes no difference.

Thanks.