Fibre65 Slow - 4 mbps

[Audrey72]

Yesterday my mbps was less than 1 and I ran a connection test.  This identified a fault on the line and raised a case REP-13827410.  The last update was that an engineer was to be contacted.

I can’t see the fault when I log into my account. “Track My Fault’ goes to a page with a continually circling wait symbol.

After running the test the speed did recover to 4 mbps - still well below the guaranteed 19mbps.  The history of tests to the router show 6 mpbs from the 27th to 31st Dec and 4 mbps on the 1st and 2nd Jan.

I powered down the router for half an hour but this had made no difference.

Please can you help me get an update on the reported fault and any suggestions on a resolution would be greatly appreciated. 

[Debbie-TalkTalk]

Hi Audrey

I'm so glad to hear this 🙂

Please let us know if you do experience any further issues.

I have sent you a Private Message with a link to a short survey for the Community.

Thanks

Debbie

[Audrey72]

Thanks Michelle,

The engineer has been and resolved the issue with the external line.  The speed is v. good now.

Thanks again,

Audrey

[Michelle-TalkTalk]

Hi Audrey,

I'm sorry to hear this and I will take a look now. I can see that the line test did detect a potential external line fault (fault in copper joint) and this was passed to Openreach to complete an external line investigation. I've checked with Openreach now and it looks like it has been assigned to an engineer to investigate today so we will check back in the morning to see if we have a further update and will post back here.

Once the external line fault has been resolved then your speeds should start to improve again. We'll check back in with you in the morning with an update.

Thanks

Michelle