Fibre 65

[dollydee]

I am almost at the end of my 18 month contract for Fibre 65 and can honestly say I don't feel it has been any better than Fibre 35. Whenever I check my connection and speed I usually get the message there is an error and you are not getting your guaranteed speed of 39Mbps. I'm sure I got that with Fibre 35!  My iphone frequently says its cannot connect to the server.  There is 1 mobile, a laptop and 2 tv's connected to the wi-fi. I don't think this would be considered excessive especially as not all consecutively. I have tried speaking to agents who have done lots of tests but whatever updates they do only seems to last momentarily. I did get a new router with help from the community (thank you!) and although this did seem to help initially unfortunately most of the time I don't seem to be getting the guaranteed speed.

It's not a big problem but it is annoying as feel I'm getting sub-standard service to what I was promised. Not expecting you to sort problem - just having a moan!

[Anonymous]

Thank you. Yes, the microfilter is also needed to connect the router at the test socket. If you can't find it then please let us know and we'll send you one out.

Michelle

[dollydee]

Thanks Gliwmaeden2! 

Hi Michelle

I think a micro filter was in box with router. Will find it and get back to you. 

Photo when router was connected to test line. If nothing else I now know I have a test line and how to access it! Every day is a school day!

Thanks

Dee

[Anonymous]

Hi,

No, we can only see posts on the Community. You can post the photo here but just make sure it doesn't contain as personal details such as wifi passwords, etc.

Michelle

[Gliwmaeden2]

The emails you receive are from a No Reply address, @dollydee.

Staff don't receive them, so always post back in the thread. 

[dollydee]

Hi Michelle

I replied to your email with photo but not sure if I should have sent reply from here. 
Will re-send if you don’t get it. 
Dee

[Anonymous]

Hi Dee,

Yes of course, that's fine. Some faceplates have a built in filter but when connecting at the test socket then a separate microfilter is required. If you don't have a spare microfilter then please let us know and we can send you one.

Michelle

[dollydee]

Hi Michelle

Thank you very much for trying to help. Router still didn’t connect to internet. Is the micro filter in built in these sockets? There is something that looks like a filter. We were told we didn’t need a micro filter for this type of socket. I will send photo.

 I had to re-fit face plate as I’m waiting for an important phone call on my landline from a hospital. 

Is it ok if I get back to you later? Sorry for any inconvenience. 

Dee

[Anonymous]

Is the router connected to the test socket with a microfilter? Are you able to post a photo of the router at the test socket please?

Michelle

[dollydee]

no it is still flashing orange. Powered off and back on again but still flashing orange. 

Dee

[Anonymous]

Thanks for confirming. Has the router now connnected ok? Can you use the internet now?

Michelle

[dollydee]

think so! Have put it in socket behind face plate. 

Dee

[Anonymous]

Is the router now connected to the test socket behind the faceplate?

Michelle

[dollydee]

Hi Michelle

have removed face plate. On mobile data now - hoping it will work as only getting E network. 

Dee

[Anonymous]

Hi Dee,

Thanks for confirming. This type of socket does have a test socket. Please can you gently remove the faceplate (there may be wires connected to the back so do this gently) and can a microfilter, router and phone at the test socket please?

Thanks

Michelle

[dollydee]

Hi Michelle

it is a NTE5C MK4. 

thanks 

Dee

[Anonymous]

Hi Dee,

Does your main socket look like the below? Which socket do you have please?

Your guide to main phone sockets - TalkTalk Help & Support

Thanks

Michelle

[dollydee]

Hi Michelle

i don’t think I have a test socket. It has two ports - one for router and one for phone. 

thanks

Dee

[Anonymous]

Hi dollydee,

I'm sorry to hear this. I've run a test on the line now which hasn't detected a fault, however I can see that the sync speed is varying and I can see re-connections on the line. Does your main socket have a test socket please?

Thanks

Michelle