Unstable Fibre Broadband

[pjj4263]

For weeks now my broadband hasbeen extremely unstable. I should be getting around 25 mb per sec download speeds but this at times is down to 2mb per sec. It fluctuates and is not stable and is far worse during busy periods. I believe that Talktalk are throttling the service as when I test it early in the morning or late at night it works fine. Sadly I have another six months before the contract ends and I can move over to a different company. Having been with Talktalk for years, I find very sad and they seem totally inept in trying to sort this out. Totally sick of buffering and drop outs of service

[pjj4263]

Yet again for the last 24 hours my Broadband has been dropping its connection and running at 9 mbps download speeds  or far less at times.

The service is utter rubbish again and unreliable.

It is also impossible to contact anyone through the service centre to get this sorted out as they are not available.

Sadly after many years with Tal Talk I will be finding a new supplier

[Michelle-TalkTalk]

Morning,

Thanks for the update and please let us know how the connection compares 🙂

Thanks

[pjj4263]

We had an openreach engineer visit yesterday who agreed that our connection had been dropping out and believed it was a problem in the local fibre cabinet and decided to change our circuit onto another port. It is working ok at present and time will tell if this has solves the problem which we had had for months now. Fingers crossed we will finally have broadband that works

[Gliwmaeden2]

Staff are unlikely to reply before Monday,  @pjj4263.

Chat is available from links on this page over the weekend:

https://community.talktalk.co.uk/t5/Articles/Our-update-on-Coronavirus/ta-p/2468300

I'll re-escalate this thread anyway as it's a couple of weeks since it was in the workflow, to make sure it reaches an OCE. 

[pjj4263]

Hi. Yesterday evening and today, my broadband is dropping its connection and very slow (7mbps). We have recently had the openreach engineers out and they were unable to find a fault and also have a new corded phone to make sure that this was not affecting our line. Our service has been extremely poor for months and talktalk seem unable to sort this out.

Please can you provide a refund for my monthly charges for the last three months as you are unable to meet the terms of your service contract. Can you also let me know when I am able to go to another service provider without any penalties. We have been a customer of talktalk for many years and the service now is not acceptable

[Michelle-TalkTalk]

Morning,

Thanks for the update. How are you getting on? Did you manage to test with a corded phone? Did you also test with a different microfilter?

Thanks

[pjj4263]

When my broadband becomes unstable and it starts dropping its connection and works at 7/8 mbps, if I pick up the phone and get dial tone, when I hang up the broadband disconnects and then comes back at 20 mbps and is fixed for a period of time. I suspect there may well be a problem with the equipment in my local fibre distribution cabinet. As we never use the phone, I have been conducting my own tests for the last 24 hours to try and establish what is happening. Having worked in telecommunication for thirty years, I do not believe this is a line fault but down to equipment. I am trying to get a corded phone so I can conduct further tests.

[Gliwmaeden2]

Staff will reply during business hours Monday-Friday,  @pjj4263.

[pjj4263]

I have tested the download speed this morning at 6.30 am and we are getting download speed of 7mbps. That is very slow as we normally get around 22 mbps when it is working ok.

Can you please try and sort this out as we are very unhappy that our broadband is so unreliable. We are paying for a service and it is not being provided.

[pjj4263]

Hi. The broadband works ok for a few days and then is terrible for a few hours and then back to ok. It is generally much faster during periods when your network is quiter. During peak times it drops off to about 7/8 mbps. I have changed my router settings to try and improve the wifi reliability by splitting the frequencies and assigning some equipment to each band. Overall the service is not actually delivering the minimum download speeds you guarantee and I needs investigating. Can I receive a refund as you are not delivering the service I pay for?

[Debbie-TalkTalk]

Hi pjj4263

I'm really sorry to hear this.

The line test has detected a possible fault towards the property. Is the router currently connected at the test socket?

Have you recently tested with a different router?

Thanks

Debbie

[pjj4263]

Sadly yet again my broadband is continually dropping out. Have unplugged everything, rebooted wifi hub etc and still very slow and losing connection. The telephone line is not losing its connection so definitely a broadband issue. Can you please test my line as it is impossible to contiunue to carry on with such an unreliable service

[Karl-TalkTalk]

Hi

Glad to hear that you have resolved this.

Regards,

Karl. 

[pjj4263]

Hi. Please ignore my last message. Have done a complete reset of wifi hub having unplugged everything and it seems to have cleared problem.

[pjj4263]

Hello.

Further to our last conversation our broadband has become unstable and is slow and dropping its connection. Our phone line is also very noisy (crackling etc). Can you please arrange for it to be tested and sort this out. We have been suffering with a poor service for months now

[Chris-TalkTalk]

Thanks for the update, glad to hear you've seen some improvement 

Chris

[pjj4263]

Hi.

Apart from one complete drop out of my broadband at 1300 yesterday, it has been more stable and I have been getting more consistent download speeds and not huge fluctuations. Not sure why it has improved but will keep monitoring and hope the issue is resolved. We have been with Talktalk many years and have been happy with the service overall, having had very few problems.

[Chris-TalkTalk]

Hi pjj4263,

We've run NGA service tests on the line. A test ran on the 11th May failed because the error count was high (sync speed was very low at the time). A test on the 15th May passed and 29th June passed , I've just run another test which again passed but is showing a number of retrains over the last few days. 

I'm sorry but we can only arrange the engineer visit if you agree to potential engineer charges as outlined in the help article

Thanks

Chris

[pjj4263]

Dear Chris

I thank you for your email.

Can you please confirm what tests you have made to date with relation to this problem. My broadband is dropping its connection and is slow at peak times and therefore may well be an equipment issue. Having worked in telecommunications for many years, I am happy to pay for an engineers visit if the fault is down to our property or our equipment , but I find it incredible that you are asking us to pay if the engineer does not find a fault outside our property. Does that imply that you believe our service is working okay? I look forward to your confirmation of what testing / monitoring of my line has occurred to date.

Regards

pjj4263

[Chris-TalkTalk]

OK, no problem. If you'd like us to book 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 sent you a PM to confirm some other details 

Thanks
Chris