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Reprofile line - not getting speeds guaranteed

sunnypurba
Chat Champion
Message 116 of 116
Hi,

 

Can you please reprofile my line.

===============================

 

Your broadband connection could be improved

Our health check on your service shows that your speed to your router could be improved.

 

The health check we carried out on your broadband line shows that recently you have not been receiving the estimated download speed we guaranteed when you signed up to TalkTalk.

Estimated speed: 32 Mb - 40 Mb

Recent speed: 29 Mb

Please use our guide for tips on how to improve your broadband speed. If you can't resolve the issue please speak to our team.

 

====================================

 

 StatusConnection TimeLink StatusStandardLine EncodingLink Encapsulation
Line 1
UP
20h47m24s
UP
VDSL2 (G_993_2_ANNEX_ B)
DMT
ATM (G_992_3_ANNEX_ K_ATM)
  Actual Rate [Kbps]Maximum Rate [Kbps]Noise Margin [dB]Attenuation [dB]Power [dBm]
Line 1
DownstreamUpstream
299986707
357106707
6.506.10
25.200.00
10.804.10

 

115 REPLIES 115

Message 41 of 116

@sunnypurba 

 

I hope you are aware neither telephone agents or OCEs can reset DLM and/or change your profile, that can only be done by Openreach and then normally after a fault has been investigated and cleared.

 

Tagging every OCE under the sun as you did yesterday just to get attention certainly won't get your issue attended to any faster, it'll likely p*** them off, LOL

Message 42 of 116

@sunnypurba Now that you have had an OCE reply on this topic I have removed the other one to avoid confusion, please continue on this one from now on. 

Message 43 of 116

I posted on a new thread as noone was coming back to me after seeing multiple new posts from other users getting replies.

 

Please take your negativity elsewhere thank you

0 Likes

Message 44 of 116

@sunnypurba  STOP POSTING THE SAME ISSUE ON MULTIPLE THREADS PLEASE.

 

It makes it very difficult to follow for the OCEs who are trying to help you.

 

This thread has been ongoing since September 2019 !

 

Suggest you stick to your latest rant rather than this one.

Message 45 of 116

Karl 

 

this will be the 4th router you have sent me?????

 

- my  internet has been hard down since 12.50pm. I am wfh and suffering as having to use a hotspot connection.

 

Can you investigate what is going on with telephone line as an engineer was organised on tuesday

- it is 3 days later - and i am without a telephone line (landline)

- and now no internet

 

0 Likes

Message 46 of 116

Hi

 

I've a different model router on the way to you with a different chipset.  Lets see what sync rate this agrees and if the sync rate holds.

 

Thanks  

 

Karl. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


WEAR A MASK      -      WASH YOUR HANDS      -      SOCIAL DISTANCE

Message 47 of 116

I do apreciate you flagging the messagem but once again, these are not unsolicted messages!

 

I do not appreciate you hostile tone in the messages Before you state they are not hostile, tomato-tomato.

 

 

0 Likes

Message 48 of 116

They are unsolicited messages. The only PMs that the OCE will deal with are if they directly ask you for information. And you posted on a topic after a long hiatus so it would not have come to their attention. That is why I flagged it up for you. So please wait and they will respond as soon as they can.

 

Message 49 of 116

These are not unsolictied messages.

 

These are the Talk Talk reps that have commented on this post or helped.

 

I thought I would highlight them as I have heard nothing from anyone in the past 2 days

0 Likes

Message 50 of 116

The OCE will not pick up unsolicited messages. I have re-escalated this into their workflow, please wait for them to respond.

Message 51 of 116
0 Likes

Message 52 of 116

My internet jsut dropped for no reason while speaking to a client

 

- i need this investigated ASAP

0 Likes

Message 53 of 116

IPv4 Information

 

WAN NameStatusIP AddressVLAN/PriorityConnect
1_TR069_INTERNET_R_ADSL_0/38Disconnected---/-AlwaysOn
2_IPTV_R_ADSL_0/65Disconnected---/-AlwaysOn
3_TR069_IPTV_INTERNET_R_VDSL_VID_101Connected78.150.234.101101/0AlwaysOn
4_TR069_IPTV_INTERNET_R_GE_VID_Disconnected---/-AlwaysOn

 

 

WAN Information
MAC Address:CC:64:A6:2C:E3:C7
VLAN:101
Policy:Use the specified value
Priority:0
NAT:Enable
IP Acquisition Mode:DHCP
IP Address/Subnet Mask:78.150.234.101/255.255.240.0
Gateway:78.150.224.1
DNS Servers:79.79.79.79,79.79.79.80
Lease Time:900 s
Remain Lease:889 s
Vendor Info:DG8041W-v1.05t
Online Duration (dd:hh:mm:ss):00:06:12:21

 

WAN Statistics
WAN NameRXTX
BytesPacketsErrorsDiscardedBytesPacketsErrorsDiscarded
1_TR069_INTERNET_R_ADSL_0/3800000000
2_IPTV_R_ADSL_0/6500000000
3_TR069_IPTV_INTERNET_R_VDSL_VID_1014141825063367304300417164209200359300
4_TR069_IPTV_INTERNET_R_GE_VID_000000

 

0 Likes

Message 54 of 116

My Internet Connection

 
Status = Connected
 

Current speeds

Download: 16.19 Mbps

Upload: 1.94 Mbps

 

Current Connection time

Online for 0:06:11 day(s)

0 Likes

Message 55 of 116

I've just ran 3 tests on https://www.nperf.com/en/

 
Download Average 15.99 Mb/s
Upload Average - 1.344 Mb/s
Latency - 42.42 ms
 
The Engineer is booked out for a telephone fault as I cannot receive or make calls! not for my internet.
 
 
The overall performance is terrible! the past 2 weeks
- I have seen constant disconnects / drops
 
My internet should be 
- around 32mpbs - 40mbps as promised in my contract.
 
What do you need me to do?
 
0 Likes

Message 56 of 116

After reporting an issue with my Telephone line.

 

A service agent performed some tests which have decreased my internet speeds by over 50%

 

I was getting 30-35mbps

- after yesterdays tests on my telephone line, I am not getting under 17mbps.

 

apparently an engineer from OR has been assigned to the case.

 

I am still having major issues with my telephone line and also broadband.

 

I am WFH and this is not an ideal situation. I also cannot enjoy a few games as i cannot get connected to online services.

 

Before you ask

- all TS steps have been performed

- reset router

- off and on - waited upto 20m

 

-sync speeds still less than 17mbps

- your service agent also denied to reprofile my line as a test.

 

Ofcom suggest I can cancel my contract without a fee

 

- please advise my next steps

0 Likes

Michelle-TalkTalk
Support Team
Message 57 of 116

Hi sunnypurba

 

Ok thanks for confirming. I've taken another look at the connection stats now and the sync speed looks consistent. How is your overall performance at the moment?

 

Just to advise, that there will be a delay in booking engineer visits for slow speed faults at the moment.

 

Thanks

 

Message 58 of 116

No changes took place at all, looked at equipment, checked the line with his tools, then left

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Message 59 of 116

Hi sunnypurba,

 

I've just re-read back through your thread and I can see that on post 14 we advised that the engineer was unable to identify any faults. Did the engineer make any changes on their last visit?

 

Thanks

 

Message 60 of 116

I've had 1 engineer to the property already.

 

Can you find out what happened on that visit and then see what can be done?

0 Likes