on 31-01-2020 05:08 PM
I was told that my guaranteed minimum download speed is 44.6mbps. I never get more than 36mbps. I have now had 3 extremely lengthy online chats - each one going through all the same tests - but nothing has changed. In December I was told that - "Under our speed code of practice, we have 30 calendar days to make improvements. If after 30 days we can’t improve your service we will notify you by email of your right to cancel your contract without any termination fees."
Today, I have been informed that my line has been re profiled and I should keep an eye on it for the next 48 hours, then get back in touch if no improvement. That was 6 hours ago. So far no change.
Is this common?? It's very frustrating.
on 07-02-2020 02:38 PM
on 10-02-2020 06:10 AM
on 11-02-2020 10:01 AM
on 11-02-2020 03:46 PM
on 12-02-2020 09:10 AM
Thanks for the PM
Line test is now showing a potential fault so I've raised this to Openreach as a non-appointed task. If you don't hear anything beforehand can you bump the thread on Friday and we'll check for updates
on 14-02-2020 01:21 PM
Hi PAH76, the fault is still in the hands of OpenReach. Hopefully, they'll update the ticket over the next day or two.
on 14-02-2020 06:36 PM
Openreach engineer came today. Line test showed no problems, but the SNR was set lower than the normal 6dB figure. When he reset it to 6dB, throughput speed is now showing as 52mbps.
Is it not possible for Talktalk to see these figures and make the necessary changes? Seems an unnecessary expensive to send an engineer.
Anyway, I'm happy withe the result. Thanks for helping resolve the issue. I was getting nowhere with the normal Talktalk support people.
on 17-02-2020 02:56 PM
Glad the engineer has been able to resolve this for you,
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.
WEAR A MASK - WASH YOUR HANDS - SOCIAL DISTANCE
on 17-02-2020 04:33 PM
I have had exactly the same promises and frustrations. Test after test and promise of another test which would take 20 minutes and I would lose my broadband connection for that length of time.That was 5 hours ago and nothing has happened. I applied for faster fibre on Feb 3, heard nothing for 10 days and my broadband speed never changed. To cap it all, on asking for help and explanations, I received info on the chat line that if "nothing improved in 30 days I could cancel my contract without penalty" That suggests, to me, an attitude of, we can do nothing more so clear off if you like. Appalling service from a company I've been with since Tiscali, my original broadband supplier, was taken over by TalkTalk.
on 18-02-2020 09:22 AM
on 27-02-2020 01:45 PM
Back to square 1! Engineer came and resolved speed issue on 14th Feb. For the last few days my speed has not been above 40mbps. It was over 50 mbps when engineer left here. Guaranteed minimum is 44.6mbps and it has been proven that my line is capable of delivering this.
What has been changed to create this reduction?
on 28-02-2020 08:00 AM
I've checked the connection stats and your line is in sync at 42.1mb. Has the router recently been rebooted or dropped connection in the last couple of days?
Did the engineer make any changes to your set up when they attended?
It appears that interference is being detected on the line and DLM has been changing the profile over the last week.
on 28-02-2020 09:05 AM
Hi Debbie, the router hasn't been rebooted at all. it is on 24x7. The engineer didn't change anything at all. He tested the line, which was pretty much perfect. The only thing he did was change the SRN? to 6db, since it was set lower than that, and the throughput speed increased to over 50mbps after that - even high 50s at some times. It now appears to be in the same state as before his visit.
on 28-02-2020 09:19 AM
I think the interference detected on the line is resulting in DLM changing the profile and reducing the speed.
Is the router located near to any devices that could be causing this interference? We can raise this back to Openreach who may reset DLM again but we can't guarantee that the speed will remain or start to drop again (if the engineer is unable to detect any faults on the line)