on 03-01-2021 09:16 PM
I'm on Faster Fibre and I'm paying for the extra Fibre Speed Boost but not getting the benefit. The upgrade was in June I think and I've been checking the speed occasionally since then. As shown below the guaranteed speed is 58Mb but I'm getting 45Mb to the router and I don't remember it ever being any faster than 45Mb. The connection occasionally drops as well, which it didn't used to do.
Can I get the service downgraded to remove the Speed Boost at no financial penalty (I think it was a special offer with a reduced rate for a fixed term.) Prior to the upgrade, I think I was getting 38Mb-40Mb reliably with no drop outs that I remember so I'd rather not pay extra for a flacky service with minimal speed benefits.
on 01-07-2021 09:26 PM
Can we get an engineer to look at this now. The sync speed has not improved. If there's no fix for this then please downgrade the service to Fibre 35 at £22/month (existing contract just ended).
on 18-01-2021 12:12 PM
Your sync speed is below the guaranteed minimum. At this stage we would usually arrange an engineer visit to investigate but unfortunately due the the current Covid situation we are unable to arrange engineer visits for speed issues. When the situation changes we'll be able to arrange an engineer visit, apologies for any inconvenience
on 15-01-2021 07:57 AM
on 14-01-2021 07:28 AM
I've re-checked the connection stats now and the sync speed hasn't increased any further. Just to confirm, is the router still connected to the test socket at the moment?
on 14-01-2021 07:06 AM
Has plugging into the test socket changed anything? The speed to the router has improved a bit to 47Mb according to the Talktalk speedtest or 48.65Mb according to the router dashboard. Does this tell us anything?
on 11-01-2021 01:45 PM
09-01-2021 12:04 PM - edited 09-01-2021 12:06 PM
They always say that sort of timescale, @ShropshireBloke.
If you are not up and running after that you should qualify for automatic compensation - take a careful look at how this is explained here:
Ideally you won't need to wait that long, but, as ever there will be a queue of people for whom this is urgent that Openreach have to work through.
Openreach reach is currently prioritising sorting total loss of service issues.
on 09-01-2021 11:52 AM
Text message back from Talktalk saying problem between home and the exchange so Openreach engineer booked - 2-3 working days to fix. I am currently working from home so this is not acceptable, this has to relate to something that has been changed due to the previous conversation above. Otherwise it would be an amazing coincidence.
So, can't someone just reset whatever has been changed to get this back to where they were?
on 09-01-2021 11:30 AM
Try to reach 03451 720046 or Chat:
Staff are not back on here before Monday, @ShropshireBloke.
on 09-01-2021 11:28 AM
We have no internet this morning - the router says it's connected and the blue light is showing but connecting via wifi or ethernet gives no internet.
Please fix this urgently. (I'm only connected now by tethering to my phone.)
on 07-01-2021 01:46 PM
on 07-01-2021 06:26 AM
on 05-01-2021 10:35 PM
I'll have to find a microfilter to plug into the test socket - I have loads of them somewhere and I think I know where they are, so I'll do that tomorrow.
on 05-01-2021 09:48 AM
Apologies for the delay. I've run a test on the line now which hasn't detected a fault. Does your master socket have a test socket? If it does then would it be possible to connect the microfilter and router at the test socket for at least 48hrs to see if DLM starts to make any changes to the speed?