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Issues with Service

swatson
First Timer
Message 3 of 3

I have Fibre65, SLA states:  Download minimum 51 M, maximum 63 and typically 55-61 & Upload minimum 10 M, maximum 12 and typically 10-12

My service is falling well short at between 20-25 M download and 6 to 7 Upload speed depending on time of day when I run the test. 

The download speed is running less than 50% under it’s guaranteed service level and the upload speed is running 25% below it’s guaranteed service level.

My service is intermittently cutting out, causing voice and video over internet issues and I’m often having to restart my router on a regular basis.

I have checked the socket, wiring and all the standard items you are supposed to check.

The issue has existed from the day I moved into my new address on the 19th March when Talk Talk ported the service from my old address to Fibre65 on my new address and has got gradually worse.

When I go to Service Centre it says there is a problem, runs a test and losing a connection, with no follow up mobile call or information as to the cause.

Tried to get on the online chat service but assuming it’s not running.

Not impressed.

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2 REPLIES 2

Michelle-TalkTalk
Support Team
Message 1 of 3

Hi swatson,

 

Can you please update your community profile to include your:

  • Name
  • Telephone number
  • Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated. 

 

Thanks

 

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Skynet_TX
Community Star
Message 2 of 3

Hi @swatson,

 

If your connection is dropping regularly (more than 5 or 6 times a day) then this will have a knock on effect on your speeds, the equipment in the street cabinet will deliberately reduce your speeds in an attempt to give you a more stable connection.

 

If the issue that is causing those regular disconnections can be resolved then once you have had a stable connection for 3 or 4 days the systems should start to increase the speeds again.

 

If you have a landline phone can you check to see if that is working normally (i.e. you have a clear dial tone and no noise on the line).

 

If the service centre indicated there was a fault out on the external network then the staff here would be able to help with getting that resolved.

 

If the service centre indicated there might be a fault within your home then if your master phone socket has a test socket you could try the router in there, that would then eliminate any of the phone wiring in your home as being a possible cause of the problem.

 

For one of the TalkTalk staff on this community to be able to look into this you will need to update your community profile to include your name, landline telephone number that your TalkTalk service is provided on & an alternative contact number. This will allow them to identify you, and they will then be able to help.

 

Don't post any personal details in this thread, just add them to your community profile.

 

Then they will hopefully be able to respond to this post within a working day or two.