Slow speed in the evening

[garytastic]

For the last 3 days I've been getting very slow speeds in the evening.

In the morning it's fine and I get a ping of 20 and download speed of 25Mbps, but come the evening and my ping has gone up to 40 and my speed has dropped to 5Mbps,

This is both wireless and wired also I've tried 2 different routers and the same with both so not a router issue.

Could somebody look into this for me.

Thanks

[Chris-TalkTalk]

OK thanks, please let us know how you get on

Chris

[garytastic]

That's ok, Thanks.

[Chris-TalkTalk]

Hi garytastic,

Our network team have booked friday 9th PM, please let us know if this is not suitable 

Thanks
Chris

[Chris-TalkTalk]

OK I'll ask our network team to check

Chris

[garytastic]

Would you be able to tell me if the 9th is available? and I can see if I can get the time off work.

[Chris-TalkTalk]

Is Friday the 9th no good (don't know if it's available but it may be)

Chris

[garytastic]

I can only do Fridays so the 16th or 23rd, PM

[Chris-TalkTalk]

Thanks for the PM.

Could you give a couple of dates when you can be available for the engineer visit and we'll book the earliest available 

We can't guarantee 100% that you won't be charged, it depends on the engineers findings

Chris

[garytastic]

I'd like a PM appointment but can I specify which day? as there's not always somebody in.

It's the service management centre who say I need an engineer as there is a fault on my line so does that mean I won't be charged?

[Chris-TalkTalk]

If you'd like us to arrange the engineer can you confirm:

• That you accept potential Engineers charges
• Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

I've also PM'd you to confirm some other details 

Thanks

Chris

[garytastic]

If you could help arrange it I would be grateful.

[Chris-TalkTalk]

Hi garytastic,

It looks as though the network team have been trying to contact you to arrange the engineer visit. If you'd like us to arrange the visit please let us know and we'll confirm some details with you

Chris

[garytastic]

Hi, I've had 2 phone calls from someone at The Service Management Centre regarding my slow speeds. They said they were going to contact me on my alternative contact number but they haven't.

They left me a message on my answer machine saying that there was a clear fault on the line  and I do need and Open Reach Engineer.

Do you have any idea what this fault is?

My speeds had gone back to normal for a few days but they have dropped a bit over the weekend.

[Michelle-TalkTalk]

Thank you 🙂

[garytastic]

Thanks. I will post back on here if this issue returns.

[Michelle-TalkTalk]

Hi garytastic,

Ok, no I understand. Please let us know 🙂

Thanks

[garytastic]

Yes I will monitor it for the next few days. I don't want to have to take time off from work for an engineer visit if there isn't a fault.

[Michelle-TalkTalk]

Hi garytastic,

Thanks for the update. Not that I'm aware, the last update from our Network Team advised that following their investigation they had been unable to identify any issues at peak times. Could you monitor the connection over the next few evenings and let us know how this compares now?

Thanks

[garytastic]

Hi, the last 2 evenings my speeds have been back to normal so was there a local fault that has now been fixed?

[Michelle-TalkTalk]

Hi garytastic,

Our Network Team have been unable to find any Network issues and we also can't see any sign of congestion of an evening so the next step will be to arrange an engineer visit to investigate further so I'm just sending you a Personal Message to confirm some details.

Please do not post any personal information on the Community, reply via Personal Message (PM) only.

Thanks