on 09-12-2019 02:35 PM
We are approx 100m from the cabinet.
Paying for VDSL since Sept/Oct.
Supposed to get 57Mbps down or more.
We did get 19 down for 1st few months. Now we get 12 down.
I have a new router today and that gets 12 down with that too.
We have latest 5c master phone socket with Mk4 faceplate.
I have been on 3 long chats with support. In Oct they said leave it a week to see if speeds go up. If anything it is worse now.
Last chat they want to do tests again.
I just tried to phone (chat was so slow) and "systems are down - please call back later".
I suspect that we are not even connected to the right cab.
on 02-01-2020 11:47 AM
If you start your own thread (new message), we’d love to help.
We’ve found that posting in someone else’s conversation makes it harder to follow when looking for an answer.
It’s easier and quicker if we can chat with you in a single thread, if you start your own thread, that will keep our community organised and help others with a similar problem.
Check your home phone number or account number are also added to your Community Profile as that will really help us to find your details quicker.
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
on 23-12-2019 06:59 AM
on 21-12-2019 05:51 PM
Could somebody help me too, please ?
I switched over to Faster Fibre 150 yesterday & was pleased to be told by the Openreach engineer that we're receiving 159 mbps. This is great considering TalkTalk only guarantee 110 mbps ! .... or so I thought.
However, I'm only getting (max) speeds of 39 mbps download & 31 upload according to TalkTalk Speedchecker.
I spent a couple of hours live Chatting with lots of tests carried out but no solution.
When I checked the Service Centre page, it quoted a max guaranteed speed of 40 mbps (?).
BTW my router is only 3 weeks old.
What can I do next ?
on 21-12-2019 12:37 PM
How TalkTalk provides service to my phone socket should not really have to be any concern of mine - that should be TalkTalks own business.
All I know is that I have been actively sold a product and promised a certain level of service. We upgraded from ADSL to VDSL and were told that we could get "minimum speed 57mbps" and are paying extra charges for this.
Turns out that this promise could never be delivered with the phone line connected the way it is.
Even now you are saying although there is no good technical reason we can't be connected to the nearest cabinet it is a maybe because it is impossible for TalkTalk and Openreach join up the dots or even see where the dots are without looking and you can't look anyway.
Will you atleast refund the additional charges we have been paying?
on 20-12-2019 01:21 PM
Did the engineer advise that this would need to be completed?
I think for this to be actioned this would be cease and re provide, you would be without service whilst this is being completed. Also it's not guaranteed that you would be connected to this cabinet. Apologies for this.
on 20-12-2019 12:08 PM
The engineer found a fault which she says she has now cleared.
Our speed went from 12.1 download up to 12.5 and the engineer expects this to readjust up to between 17 to 19 over the next few days.
The engineer reported that we are connected to cabinet 37 approx 1km away. So we can only expect less than 20 download speed.
At the end of our road, less than 100 metres away is cabinet 63 which has fibre.
To achieve your "minimum guaranteed speed" of 57.3mbps we would need to be connected to the cabinet that is next to us.
Can we please be connected to cabinet 63?
on 11-12-2019 08:03 AM
on 10-12-2019 10:25 AM
If all testing has been completed with a different router at the test socket then the next step will be to arrange an Openreach engineer visit.
I'm just sending you a Private Message to confirm some details so we can arrange this visit.
on 10-12-2019 06:44 AM