Your TT engineer visited earlier attending a fault with very poor download speeds and intermittent connection. He replaced the master socket and informed me I had ‘bridge gap’ problems. On leaving I asked about speeds and he said he tested the line and got approx 35mps. As I pay for Fibre65 I asked when and how close to this speed my line would improve. He replied possibly a couple of weeks. He also said if there were no improvements an engineer would have to manually reset? My line.
After he left l tried to check my connection status and my broadband speed using the options on the website, both return with error messages “we have encountered an issue” please try again later (for speed test)
and for my home connection , the message shown in the attached photo.
I assumed this would disappear after the visit, as these were the errors I had when reporting the fault last Friday. Upon checking the fault tracking has not yet altered, still showing open. When will this update?
Advice on a way forward, how long do I wait before getting back in touch?
Staff
Hello @Chris-TalkTalk @I have considered what you offered. Bearing in mind that the online tests show (potential) issues for both broadband and phone line, and that you yourself confirmed that there were drops in connection over the weekend it would seem worthwhile to book the Openreach engineer visit.
Since the noticeable drop in speed last Friday to date the highest speed has been mid 40s, with massive fluctuation down to single figures. I note that the Fibre65 option to my postcode gives a minimum estimate guaranteed of 57.9mbs and as Openreach were able to give me high 60s for the 10 days following their visit, this is the sort of reliable speed I would expect to be restored.
For information the download speed for streaming about an hour ago was as photographed, 23.37 which is definitely not acceptable as no devices apart from my iPad were being used.
I look forward to hearing from you with an offer of Openreach appt. Thanks for your help.
I am available either morning or afternoon most days, but not Wednesday 20/12/23.
My mobile number is as listed in my community profile. Alternatively I can DM you the number if required.
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Good morning @Chris-TalkTalk , there is often background hiss on the line, although we hardly use the landline these days. This morning I have just done an external speed test and the result is as pictured.
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@Debbie-TalkTalk @Yes the faults team arranged the Openreach visit. They are attending today. The Talk Talk engineer yesterday replaced the master socket, mentioned replacing some wiring and a bridge gap fault - for which no charge would be incurred as it was not my fault. He mentioned he checked the download speed which registered 35 for him and that it would increase over time (guess this is like the stabilisation period).
I was concerned that I could not test the connection properly as it kept crashing, then still showing a broadband connection issue (see photo). He also said type of manual ‘reset’ could also unleash the speed I was paying for. (This happened with my parents line and Openreach just changed something in The cabinet to increase speed).
Not sure where I found it but a speed history graph on Your site shows my download speeds, while reliable, are far below what I pay for. (Photo attached) this is the main issue I have.
I appreciate your post and will keep you updated.
Staff
