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.

[Debbie-TalkTalk]

Hi @GarryF 

If you log in again and the username is different then please let me know. Once you log into My Account then this should link to your existing Community Profile.

Thanks

[GarryF1]

Hi Debbie,

that's correct, it's like everything relating to my community profile is now accociated to GarryF1 for some reason.

The main thing is my broadband connection and speed and that seems to be stable now.

[Debbie-TalkTalk]

Hi Garry

So it no longer shows GarryF anywhere when you log into My Account?

[GarryF1]

Yes, I've logged in to my account first and now everything shows a @GarryF1?

[Debbie-TalkTalk]

Hi @GarryF 

In regards to your Community login, are you logging into My Account first?

[GarryF1]

I have also had to create a new user name as I cannot log into my previous one, it keeps asking me to link it to my TalkTalk account when it's already linked?

Is this something you can look at please?

[GarryF1]

Hi @Debbie-TalkTalk 

The connection is stable so it seems like the last openreach engineer has solved the problem.

GarryF

[Debbie-TalkTalk]

Hi @GarryF 

How's the connection been since your last post? Is everything still working ok?

[Debbie-TalkTalk]

Hi @GarryF 

I'm so glad to hear this.

I will check in again with you tomorrow just to make sure everything is still working ok.

Thanks

[GarryF]

Hi @Debbie-TalkTalk 

The engineer has been and sorted the issue thank you.

[Debbie-TalkTalk]

Hi GarryF

How are you getting on following the engineer visit?

[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