Fibre65 speed Issues

[Grantos]

I am on Fibre65 and have been with TalkTalk for about 15 years with no problems-My speeds have now dropped to Download 47.1mbps  Upload 0.5mbps.

Previously on Fibre65 I was getting Download 67.1mbps Upload 16.4mbps.

I have spoke on the chat for over 1hr and was just going round in circles with them until I then had to stop the chat as I was going out.

Can somebody help me so as I can speak over the phone with an engineer that knows what they are talking about.

[Karl-TalkTalk]

No Problem 🙂

Karl 

[Grantos]

Thanks Karl

[Karl-TalkTalk]

Hi

I've got the BT Reference here, and access to the Openreach portal, so can see engineer notes etc.

I'll check this after the weekend and confirm with you here, what they have done and if further action is required.

Thanks  

Karl. 

[Grantos]

The problem is I wont know when the problem as been rectified. Shall I do a speed test every day to check or will they contact me to let me know has been rectified? Thanks

[Karl-TalkTalk]

Hi

Because the tests are failing, This is a non appointed visit, meaning that Openreach will request the local fibre engineer to look at the circuit first to see if they can resolve without visiting your property, and if access is requested, they will get in touch.

Thanks  

Karl. 

[Grantos]

Thanks Karl, could you let me know the day they will be coming and if am or pm thanks

[Karl-TalkTalk]

Hi

Tests are showing an increase in errors, so I have logged this to Openreach now requesting an engineer to look at the circuit and have also added a note about a possible issue at the port.

Thanks  

Karl. 

[Grantos]

Hi Karl-The Engineer came and found no problem in the property but said the speed coming to the property was not what it should be. She replaced the internal box socket and then went outside to the main box. I spoke to her over the phone as she was out at the main box and checked the speeds, at first it went up and then dropped again, she said over the next 10 days will stabalise and should get the correct speeds, if it didnt I was to contact her. 

I have contacted her to tell her the speeds have dropped again to Download: 42.4 Upload: 0.60. She thinks then the problem will be the fibre port and needs changing in the main box outside and if it is not her that comes out then to tell the engineer that comes out.

She also said it would need reporting to TalkTalk again so they can send an engineer to change the fibre port. Can you book an engineer for me please Karl?

[Karl-TalkTalk]

No Problem 🙂

Karl 

[Grantos]

Thanks Karl😊

[Karl-TalkTalk]

Hi

Engineer is booked in for Tomorrow 3rd AM (8-1).

Thanks  

Karl. 

[Grantos]

Hi Chris tomorrow is ok thanks, could you give me an idea if will be am or pm😊

[Chris-TalkTalk]

OK thanks

[Grantos]

Hi Chris just out at the moment, will let you know when I get back. Cheers

[Chris-TalkTalk]

We may be able to get an appointment for tomorrow, would you still prefer that we leave it until you come back from holiday?

Chris

[Grantos]

Hi Michelle, I am on holiday from the 4th September 2024 and return 12th September 2024. After this date I am available. Please send the date the engineer will turn up and I will ensure I am in. Thanks

[Grantos]

I accept potential time related engineer charges.

[Chris-TalkTalk]

Hi Grantos

I'm sorry, we can't see emails that you send to us. Could you send me the information in a PM please 

Thanks
Chris

[Grantos]

Hi Michelle-I have sent an email to you regarding an engineer visit. Can you let me know when the visit will be taking into account the information I have sent you in the email. Thanks

[Michelle-TalkTalk]

Unfortunately we can't manually adjust the upload or download speed as this is managed by DLM to provide the best balance between stability and speed for the line. If the connection looks unstable then DLM won't increase the speed any further in case it causes more problems with the stability. If we raise the upload speed to an engineer visit then we can't guarantee that Openreach will be able to increase this further.

If you'd like to go ahead with the engineer visit then we can arrange it for you here. Could you confirm that you accept potential time related engineer charges and also provide a few days availability AM (8-1) and PM (1-6) and we'll book the first available visit for you.

Thanks

Michelle