Fibre65 Speed problem
13-03-2025 04:18 PM - edited 13-03-2025 04:26 PM
Message 44 of 44
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.
Labels:
- Labels:
-
Buffering
-
Connection
-
Stability
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
43 REPLIES 43
Tuesday
Message 1 of 44
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
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
Monday
Message 2 of 44
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.
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
Monday
Message 3 of 44
Hi Garry
So it no longer shows GarryF anywhere when you log into My Account?
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
Monday
Message 4 of 44
Yes, I've logged in to my account first and now everything shows a @GarryF1?
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
Monday
Message 5 of 44
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
Friday
Message 6 of 44
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?
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
Friday
Message 7 of 44
The connection is stable so it seems like the last openreach engineer has solved the problem.
GarryF
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
Friday
Message 8 of 44
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
on 20-03-2025 07:32 AM
Message 9 of 44
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
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
on 19-03-2025 02:57 PM
Message 10 of 44
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
on 19-03-2025 01:12 PM
Message 11 of 44
Hi GarryF
How are you getting on following the engineer visit?
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
on 17-03-2025 11:05 AM
Message 12 of 44
Ok.
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
on 17-03-2025 11:00 AM
Message 13 of 44
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
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
17-03-2025 10:45 AM - edited 17-03-2025 10:52 AM
Message 14 of 44
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...
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
on 17-03-2025 10:39 AM
Message 15 of 44
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
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
on 17-03-2025 10:36 AM
Message 16 of 44
I'm not sure why this would apply as the new router is connected directly to the socket?
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
on 17-03-2025 10:30 AM
Message 17 of 44
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?
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
on 17-03-2025 10:15 AM
Message 18 of 44
What's the section in your post about charges?
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
on 17-03-2025 10:13 AM
Message 19 of 44
I will be in today or Wednesday AM.
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
on 17-03-2025 10:01 AM
Message 20 of 44
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
Show option menu
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Highlight
- Report Inappropriate Content
