disappointing fibre65

[Prelude]

After having endless problems trying to be upgraded to full fibre first of all being charged £2000 for installing fibre cables through our drive so that was a no no then another dept telling me that no I didnt have to pay TalkTalk paid Openreach so back to signing the upgrade then being cancelled again ,being told this time that no I wont be charged but nor will Talk Talk account the cost from Openreach.This is over a few months of endless phonecalls.Recently It was a suggestion that Fibre 65 would work.Still using the old wires from the house to cabinet then fibre connection.All done but the speed isnt what was what I was told nor on the contract info..Download speed averages about 31mbps and upload about 5.7mbps so quite disappointing.I cant justify paying £2000 for 10m's of narrow trench done by a machine to put a fibre cable then pay each month for using it.Anyone else in a simular position.

[Prelude]

You have done a few tests on this line in the past.Yesterday evening the internet dropped quite a few times and low speed which I  wasnt impressed as I have studies to do online plus online exams and courses for my partner and myself.Its a worry using it with online meetings etc

[nambuso-TT]

Hi there @Prelude. I am sorry to hear this. Please allow me to run tests for you once more time to identify the cause of the issue. If that's okay with you.

[Prelude]

If  you can explain this no resolve this I would be grateful.If I use the landline the internet drops completely.Even just getting dialling tone on the land-line telephone the internet drops then the router starts flashing once Ive hung up on the landline.Im using the correct filter...so.this definitely isnt right. 

[Mandisa-TT]

I understand @Prelude

[Prelude]

They're not my speeds Im receiving at my property.Your first estimated peak I haven't got anywhere near.You've tested the line several times over the last few months and nothing seems to arise from it.The same tests with the same questions.Have I got emergency equipment etc...Ive been through this time and time again.I thought changing over to Fibre 65 it would improve.Theres still breaks in the internet aswell.

[Mandisa-TT]

I completely understand your frustration, if you are getting below the speed that you were promised, it is something that needs to be looked at and us to identify the issue.
 

Estimated Peak Throughput Speed (Mbps) 

Highest Download 73.6

Lowest Download 49.9
 

Minimum Guaranteed Download 38.1 

Highest Upload 18.00
 

Lowest Upload 12.6

[Prelude]

I shouldnt bother.You have done endless tests of these in the past and nothing concluded hence why I have upgraded.I really think you are wasting your time.Because I refuse to pay£2000 to have fibre installed to the premises you could only offer me  fibre65 part fibre to the cabinet But unfortunately the old wiring is still then coming all the way down the road from the cabinet to my property which is old cable very old even the phone socket is old so all the tests wil not change the speed.The router is in a good position and its a bungalow .The TV is not near nor is it switched on daily maybe once a month also theres no obstructions.If the internet stops or drops below 25mbps I just telephone my landline for a few seconds and back on the internet comes and speeds improve up to a 31mbps ish...its old cables which I had said for a long time.Cables that were installed before the internet so they are not designed for the type of signal.

[Mandisa-TT]

Hi @Prelude I will need to run checks on your line to identify the issue, are you at home to proceed?

[Gliwmaeden2]

Slightly better hours up to 9pm: Chat on Friday. 

03451 720088 closes at 7pm Friday,  6pm Saturday and is not available for this on Sundays, @Prelude.

See full opening hours for trying to make headway over the weekend:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

[Prelude]

Sorry no I cannot I am at work tomorrow .Also now the land line phone has no dialing tone when I try and dial out.So as I have found previously on the  ADSL when the internet dies I telephone my house landline from my mobile...then suddenly the router will liven up and the internet is fine again..the same has just happen..and yes the internet speed is back up to 31mbps...still under the guaranteed but clearly the wiring to the house has had it..and after the few decades its been under the ground I expect its corroded...but whos going to replace it.????

[Gliwmaeden2]

@Prelude, can you check back in the morning and keep in touch with staff during the day? They'll need to run their diagnostic steps and get as far as they can with this before the weekend  - they are not on here evenings  / weekends. 

[Prelude]

tonight 24-07-2024   download speed 22mbps and upload speed 4.46...this is day two and less than yesterdays low speed after connection.Thing are not looking good at all...I signed the contract for the fibre 65 on the 16th..so 14days  I have to cancel the contract ..or 30 days of persistent speed under guaranteed speed then will cancel the contract and find a server thats more reliable.

[nambuso-TT]

I will try my best to assist you @Prelude 

[KeithFrench]

Thanks for that @Prelude. Let's see what @nambuso-TT diagnostics reveal in that case.

[nambuso-TT]

Thank you very much for replying to @KeithFrench above message

Please confirm if you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector.

[Prelude]

Hi Keith

     Thanks.Im measuring the speeds on wireless connection and directly by the router which is a Sagemcom Fast f5364-3.T8 router.It has a strong signal indicated on any of my devices..Ipad and Tablet of different make.We dont do gaming and very rarely watch Tv although have a Roku plugin on the Tv...On the contract there was mention of TalkTalk tv box with the package but not received anything like that .My property isnt huge and also its a bungalow..The signal is relatively strong from the router and I do have an extender if need be but like I said the signal is strong even to the garden its the lesser guaranteed speeds which is.my concern and especially the upload aswell thats extremely low.

[nambuso-TT]

Do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector.

[Prelude]

yes I am

[nambuso-TT]

Thanks for advising @KeithFrench. @Prelude just to confirm are you messaging us from home, where the TalkTalk services are installed?

[KeithFrench]

Hi @Prelude 

If those cables are at fault, I doubt that they will be replaced. However, rather than guessing the cause of the problem, it is important to prove exactly what the problem is & only then try & fix it. If you would be kind enough to answer my questions from my previous post, then I will attempt to help you do exactly this.