It's happening again

[Ryoma2040]

Our connection once again started disconnecting last night and has done so at least twice this morning as well. Both the download and upload connection speed have not gone above 0.8mbps since then. I've done all of the usual checks already and even turned the router off for around 30 minutes just to be sure.  

[sabelo-TT]

I hear your concerns. Please do consider getting in touch with our Loyalty team for more, faster plans which will be able to resolve this matter. 

[Ryoma2040]

The 2mbps is not the fastest speed in my area because I was getting 4mbps before these issues started, as are my neighbours right now. 

That is what I'm complaining about.

[sabelo-TT]

@Ryoma2040, we do understand your concerns and apologise for any difficulties that this may have caused to you. 

I have investigated on my end and can confirm that the engineer has resolved the issue and that your line is now stable. Regarding the speeds you’re currently experiencing, those are the maximum available in your area. If you’re not satisfied with these speeds, I recommend reaching out to our Loyalty team. They can share the latest plans available that may offer even better speeds for you. 

[Gliwmaeden2]

It's strange that they ever sold you any FTTC at all, @Ryoma2040.

The speeds you are currently getting are more like the Fast Broadband (as they call it) package which averages c 11 Mbps in their publicity (and is below 6Mbps if mine is having a bad day).

The Fibre to the cabinet packages have usually been cheaper than the simple copper one in recent years and often without a difference in price between Fibre35 and Fibre65. 

But why anyone suggested Fibre65 would solve anything is baffling if your line was not even getting good speeds that could reflect the Fibre 35. package.

There's not usually a difference in price (& historically the basic copper at its full price is more expensive) so there's not much correlation between package speed averages and actual prices.

What matters is that you shouldn't drop below the minimum guaranteed speed frequently for your line, so that does need attention. 

[Ryoma2040]

I'm not complaining because the internet is slow. It's always been slow. But until the problems started (this time), I was getting about 4 to 4.5mbps down. Now, after the engineer has supposedly fixed the problem, I'm lucky if I get 2mbps.
You can't possibly expect me to just accept a 50-60% drop in speed for literally no reason. If a mechanic took 2 wheels off your car and said it was fixed, would you just accept that?

[Ryoma2040]

Full Fibre isn't available here and there are currently no plans to make it available here.

[Gliwmaeden2]

@Ryoma2040, if your Fibre65 package is FTTC, it's still copper to your house.

Have you checked whether full fibre is available yet with Talktalk [or any other ISP] in your area yet?

That would be a different installation and not dependent on the copper that is currently limiting your speeds.

[Philile-TT]

The speeds may be higher on a different package. 

[Ryoma2040]

That's my point. It's impossible to get the speed I'm paying for, so how would upgrading to a more expensive package help me in any way?

[Philile-TT]

I understand your situation however due to the average speed that is available in your area it will be impossible. You can call our loyalty team on the number 03451720088 if you consider either cancellation or upgrade. Monday - Friday: 9am - 7pm ; Saturday: 9am - 6pm ; Sunday: Closed.

[Ryoma2040]

Yeah, I already pay for 54mbps fibre and get 4mbps. I'll consider upgrading when you actually give me the other 50mbps that I'm paying for. 

[Philile-TT]

Have you considered upgrading to a better package? 

[Ryoma2040]

I know the speeds are terrible in my area but they're currently less than half of what they have been for the last 10 years.

[Philile-TT]

The diagnostics I had completed picked an issue with the dropping in connection. Engineers completed works on the local exchange... With regards to your speeds, speeds differ in each and every area and it looks like your current speeds are lower than the average due to the area that you are in. 

[Philile-TT]

Hi there @Ryoma2040 I will look into this and get back to you. 

[Ryoma2040]

I received a text message and email today saying that the engineer has been out and the problem is now resolved, however my connection speed is still less than half of what it was before the problems began. Does the line need to be reset?

[Philile-TT]

You are most welcome. Enjoy the rest of your day. 

[Ryoma2040]

Thank you.

[Philile-TT]

@Ryoma2040 Engineer booking has been confirmed, engineer will visit in the next 24-48 working hours. 

[Philile-TT]

@Ryoma2040 Line testing reveals an issue on your line that needs to be fixed by an Openreach Engineer. The engineer will investigate, typically this will be completed within the next 2-3 working days.

Openreach will contact you via a text message with details of the engineer working on your fault on the day the work begins. This includes when they are travelling and when they start working to resolve the fault.

This is a non-appointed visit, which means they'll only be working on the Openreach equipment between your home and the exchange. They will confirm once they have completed their work.

Assuming the problem is outside of your property, the engineer won't need access. However, if the engineer doing the investigation determines that access to your property is necessary, you will be informed via SMS or email and asked to schedule a time that works best for you. If this occurs, we advise getting in touch with us right away to book the engineer appointment.