New Gfast modem

[coinup]

I have a new modem a Sagemcom F@st 4370, coming from a Huawei MT992 with a Gfast connection. Tested the internet downspeed, where in the past I was getting 280mbps i'm now getting 190mbps.

Do I have to wait until the DLM adjusts to the new Modem?

[Michelle-TalkTalk]

Hi,

Charges would not apply then.

Thanks

Michelle

[coinup]

Yes the issue was in the cabinet. 

[Michelle-TalkTalk]

Hello,

If the fault was located on Openreach maintained equipment then no charges should apply.

Thanks

Michelle

[coinup]

Just to confirm I won't be charged £75 as it was an external fault?

[Michelle-TalkTalk]

Good morning,

I'm glad to hear this and thanks for confirming.

Thanks

Michelle

[coinup]

Yes the issue has now been resolved. 

[Michelle-TalkTalk]

Hello,

I'm really sorry for the delay in getting back to you. Has the engineer managed to resolve this for you or do you still need our assistance?

Thanks

Michelle

[Gliwmaeden2]

Re-escalating this for you, @coinup.

[coinup]

Just checking things, and for some reason my internet  speed has suddenly in the space of a couple of hours been reduced to 70mbps or so down and 20mbps up speed. I have arranged hastily  for an engineer visit hoping for the issue to be fixed or has someone made an error somewhere??? at talktalk?? were my normal speeds for the last several years have been in  the 280mbps down speed range. 

[Karl-TalkTalk]

No Problem 🙂

Karl 

[coinup]

I think I'm going to give it 10 days for the DLM to speed up. I have had similar issues in the past that fixed themselves and to be honest the engineer charges are a bit confusing so I'm going to leave it for now, I may message you in 10 days about this if that's okay. 

[Karl-TalkTalk]

Hi

You would not be charged if the fault is external etc.

Details of engineer charges can be viewed at : 

https://community.talktalk.co.uk/t5/Articles/Engineer-charges/ta-p/2207291

Thanks  

Karl. 

[coinup]

Will I be charged for the engineer visit? 

[Karl-TalkTalk]

Hi

As the profile settings are correct, and speeds are lower than they should be, the next option is to progress towards an engineer.

Do you want to arrange this now ?

Thanks  

Karl. 

[coinup]

Now 200mbps with old modem. 

[Chris-TalkTalk]

Hi coinup,

OK thanks. Could you temporarily switch back to the old modem and check to see if the speeds come back up again

Chris

[coinup]

Turned them both off for 40min and no change, upload speed OK though.

[Chris-TalkTalk]

Hi coinup,

Could you switch the modem and router off and leave them off for at least 30 minutes, then switch back on and check the speed again. Please let us know how you get on

Chris

[coinup]

I've had the new modem connected for an hour and a half.

[Divsec]

Hi @coinup think you got it in one. How long have you had the new router connected?