Fibre65 Speed problem

[GarryF]

Just a bit of background, I've been a customer of this company for approx 20 year, I've even still got my old Tiscali email address. Over the years I have had a few problems, which have been sorted as I have reported them.

Recently, I have had a number of connection and speed problems, so I completed a line check. This came back with a fault so as requested I booked an appointment to have Openreach come and check this for me. The engineer was booked to call between 8am and 1pm, I waited patiently at home as requested, at the very last minute an engineer call me to ask what the problem was so he could take a look, he never visited my home and he didn't call back to advise that a repair had been completed, which I am assuming was done at the exchange?

At 14:45 I received an email to say that the fault had been fixed so I immediately completed a speed test as I was directly connected to the router, only to find that the speed was the same around 58mbs (I was previously getting 80mbs)

My next step was to start a live chat which I wished I had never started and after going through every obvious scenario, reboots, resets and lots of laborious questions as well being passed back and forth to sales who were trying to sell me an uprated package, I finally ended up getting nowhere and being in exactly the same situation.

As a result of the chats there are now several open cases on my account which have not been closed or being looked at, which means I cannot complete any further line tests to see if I still have the same issue.

What started as a simple engineer visit ended up with me wasting a full day only to find myself worse off than when I started, and I can now only assume that TalkTalk have throttled my connection to help to reduce the customer load in my area as nothing has improved.

As I am out of contract and due despicable customer service I am now actively searching for a new supplier.

I can see from some recent posts that I am not alone, and I hope that someone from TalkTalk will read this and push it back up their internal pipe with a very large stick.

Thank you for taking the time to read this and I hope you never find yourself in the same position as me.

[GarryF]

Ok.

[Debbie-TalkTalk]

Hi @GarryF 

I've arranged the engineer visit for 19/03 AM (8am - 1pm)

I will check in again with you after the engineer visit.

Thanks

Debbie

[GarryF]

As you have said there's a fault and it can only be the equipment you have supplied or the line that it's connect to.

I have spent a lot of time trying to sort this out and we still have a fault.

Please arrange an engineer...

[Debbie-TalkTalk]

Hi @GarryF 

Thanks for your reply.

It shouldn't apply as you have tried these steps to rule out equipment issues. I just have to make you aware of potential engineer charges before I arrange the visit.

If the fault is found to be with Openreach maintained equipment then no charges will be applied.

Thanks

Debbie

[GarryF]

I'm not sure why this would apply as the new router is connected directly to the socket?

[Debbie-TalkTalk]

Hi @GarryF 

If the engineer finds that the fault is with your own equipment or internal wiring then potential engineer charges can be applied.

Testing with a new router at the test socket will help rule this out. Are you happy for me to go ahead and arrange the visit?

[GarryF]

What's the section in your post about charges?

[GarryF]

I will be in today or Wednesday AM.

[Debbie-TalkTalk]

Hi @GarryF 

Thanks for confirming. I will need to arrange an Openreach engineer visit to the property.

Are you happy for me to arrange this?

Can you provide your availability for this visit AM and PM?

Could you also confirm potential Engineer charges

[GarryF]

Yes, plugged directly into the socket.

[Debbie-TalkTalk]

Hi @GarryF 

The same fault has been detected. Is the router at the test socket?

[GarryF]

Ok.

[Debbie-TalkTalk]

Hi @GarryF 

Perfect, thank you. I will run some line tests now and post back shortly.

[GarryF]

Yes and it's plugged in and connected to the socket.

[Debbie-TalkTalk]

Morning @GarryF 

Have you received the router?

[GarryF]

@Debbie-TalkTalk 

OK.

[Debbie-TalkTalk]

Hi @GarryF 

Thank you.

You can post back here on this thread but I will also check in with you on Monday to see if the routers arrived.

Debbie

[GarryF]

Ok, I will wait for the new router to arrive and we will go from there.

I'll update this post when I have tested it or should I contact you directly via PM?

[Debbie-TalkTalk]

Hi @GarryF 

The router is on its way, there is no charge for this. Please allow 24-48hrs for this to arrive.

Please can you connect the new router and cables at the test socket and I can then run another line test.

I've checked the line test results from 10.03 and they all passed, no fault was detected at that time.

I'm really sorry that this fault has been ongoing and I completely understand how frustrating this must be.

As soon as you have received and tested with the new router then we can progress the fault further (if the new router doesn't resolve the issue)

Thanks

Debbie

[GarryF]

You can send me a new router, I'm assuming this will be free of charge?

Why didn't the Openreach engineer pick this up on Monday 10-03-25?

Can you see why I'm so frustrated, I've spent a day and a half trying to sort this and i'm no further forward...