Fibre 65 upgrade

[rossi73]

Hi been a talk talk customer for years with zero issues. As my contact was coming to an end I decided to upgrade from fibre 35 to fibre 65. Since upgrading my internet speed and stability has been shocking bad. Struggling to hit 7 Mbps up and down, nothing like the 55 minimum guarantee speed. Can anyone have a look in to this please. Thanks.

[Karl-TalkTalk]

Hi

A router is on the way to you, so this can be ruled out.

Thanks  

Karl. 

[rossi73]

Still struggling to see how all this has happened. All my equipment is the same. All that's changed is upgrading to fiber 65, the issue must be at your end?

[rossi73]

Hi what will the cost of this be? If it's free of charge then yes you can send a replacement router out. 

[Michelle-TalkTalk]

Hello,

Ok, would you like us to send a replacement router to rule this out?

Thanks

Michelle

[rossi73]

No it's the same router that was sent out when we changed to fiber 35. I was told when I upgraded to fiber 65 that the router was compatible and wouldn't need changing.

[Michelle-TalkTalk]

Hi,

Have we ever sent you a replacement router for testing purposes to rule this out?

Thanks

Michelle

[rossi73]

Hi wired I'm getting 13 down and 7 up. Still nowhere near what I was guaranteed and nowhere near what I previously had. 

[Michelle-TalkTalk]

Morning,

I've re-checked the connection stats again and there is still no increase. What speeds are you seeing at the moment if you run a wired speed test please?

Thanks

Michelle

[Michelle-TalkTalk]

Hi,

I'll post back again first thing in the morning after I've re-checked your connection stats again.

Thanks

Michelle

[rossi73]

Hi thanks. Tested this morning and no change at my end.

[Michelle-TalkTalk]

Morning,

I've re-checked the connection stats now and there has been no increase as yet so I'll re-check again tomorrow.

Thanks

Michelle

[rossi73]

Yes no problem 

[rossi73]

Ok thanks 

[Michelle-TalkTalk]

Hello,

It can take 24-48hrs for DLM to make changes to the speed so I'll re-check your stats again first thing in the morning.

Thanks

Michelle

[rossi73]

 this is the results of the last test. 

[Michelle-TalkTalk]

Hi,

Thank you. Would it be possible to keep the router connected to the test socket until tomorrow and I will check your connection stats again?

Michelle

[rossi73]

Yes I've found the test socket. Just waiting for the router to do a 30 mins power down and I'll retry the test 

[Michelle-TalkTalk]

Hi,

The 5C NTE socket should have a test socket. Does it look like the below?

Your guide to main phone sockets - TalkTalk Help & Support

Thanks

Michelle

[rossi73]

Hi I have a 5c master socket and it hasn't got a test socket. As of this morning my speed has dropped again. Struggling to get 4 down and 7 up. 

Edit, I've taken the face plate off the master socket and found the test port. Currently doing another 30 minutes power down.

[Michelle-TalkTalk]

Morning,

Does your main socket have a test socket please? If it does then could you try connecting the microfilter, router and phone at the test socket so we can see how the connection stats compare please?

Thanks

Michelle