topic Re: Sudden drop in speed in Broadband

Sudden drop in speed

Vinay10 — Fri, 10 Dec 2021 13:40:06 GMT

Hi can anyone please help. A couple of days ago I wanted to download a game but I noticed my download spead was 2mb, thought that was abit weird and left it to run. Later that night I tried to play but noticed the game was slow and laggy and after a speed test through talktalk I am o oy get 17mb instead of anywhere between 55 and 65. So I got online the live chat and explained this to them and after 3 hours of online talk they have come to the conclusion that everything checks out on their and the phone line. They have done checks with me at home all of which I have complied to in a bid to solve this, I now get an email saying everything is fine but it isn't and now I'm left with really slow broadband. Can anybody help me fix this? Please

Re: Sudden drop in speed

Debbie-TalkTalk — Fri, 10 Dec 2021 13:43:33 GMT

Hi Vinay10

I'm sorry to hear this.

Please can you add your name and TalkTalk landline number to your Community Profile, we can then look into this further.

Thanks

Debbie

Re: Sudden drop in speed

Vinay10 — Fri, 10 Dec 2021 13:49:30 GMT

Hi Debbie, thanks for looking into it for me. I've added those details now

Re: Sudden drop in speed

Debbie-TalkTalk — Fri, 10 Dec 2021 13:53:32 GMT

Hi Vinay10

Have you added the correct landline number to your Community Profile? (please do not post the number on this thread)

Thanks

Re: Sudden drop in speed

Vinay10 — Fri, 10 Dec 2021 14:00:31 GMT

Oh dear really sorry I added a extra number. I've changed it now

Re: Sudden drop in speed

Debbie-TalkTalk — Fri, 10 Dec 2021 14:07:52 GMT

Hi Vinay10

Thank you 🙂

I've completed a line test which hasn't detected any faults but I can see re connections on the line and this can affect the sync speed.

Your line is in sync at 17mb.

Is the connection dropping or has the router been rebooted? Is the router at the test socket?

Thanks

Debbie

Re: Sudden drop in speed

Vinay10 — Fri, 10 Dec 2021 14:29:15 GMT

Hi yeah so the router has been factory reset and then the online help team left me with it connected to the test socket on the wall. My connection isn't dropping it's exactly what you've said synced at 17mb It should be above 60

Re: Sudden drop in speed

Debbie-TalkTalk — Fri, 10 Dec 2021 14:43:56 GMT

Hi Vinay10

There are a number of re connections showing.

Have you tested with a different router?

Re: Sudden drop in speed

Vinay10 — Fri, 10 Dec 2021 14:50:02 GMT

Hi I tried last with an older router but needed a talktalk broadband username and password. I wanted to test to see if it was my router. Regardless though, I'm not not receiving the correct broadband speed for which I am paying for.

Re: Sudden drop in speed

Karl-TalkTalk — Fri, 10 Dec 2021 14:51:57 GMT

Would you like us to send a replacement router for testing ?

Thanks

Karl.

Re: Sudden drop in speed

Vinay10 — Fri, 10 Dec 2021 15:00:30 GMT

I guess so, it can only be one of two things. Either the line needs checked properly or a faulty router

Re: Sudden drop in speed

Karl-TalkTalk — Fri, 10 Dec 2021 15:08:38 GMT

The router is on the way to you.

Thanks

Karl.

Re: Sudden drop in speed

Vinay10 — Fri, 10 Dec 2021 15:13:27 GMT

Hi thankyou for that. So if I get the new router and plug it in and it still only syncs at 17mb. What would happen next?

Re: Sudden drop in speed

Karl-TalkTalk — Fri, 10 Dec 2021 15:25:56 GMT

Hi,

If it's not the router, then we will look at an engineer for you.

Thanks

Karl.

Re: Sudden drop in speed

Vinay10 — Fri, 10 Dec 2021 16:00:39 GMT

Ok thankyou for helping honestly nothing worst than the prospect of slow internet with Christmas round the corner, kids not being able to stream and game. Fingers crossed it's just the router. Thanks again so much. I'll post again when I find out.

Re: Sudden drop in speed

Vinay10 — Sun, 12 Dec 2021 19:16:57 GMT

Hi I've received my new router and have just got back from work, its all been set up and when I ran a speed test its still only giving me speeds between 13mb and 17mb. 😞

Re: Sudden drop in speed

Debbie-TalkTalk — Mon, 13 Dec 2021 07:18:18 GMT

Hi Vinay10

The line is currently in sync at just under 15mb.

There are re connections on the line. Has the router been rebooted?

Re: Sudden drop in speed

Vinay10 — Mon, 13 Dec 2021 08:08:34 GMT

Hi, no reboots only disconnected old router and put in new router.

Re: Sudden drop in speed

Debbie-TalkTalk — Mon, 13 Dec 2021 08:11:40 GMT

Hi Vinay10

When did you connect the new router? Has it been connected for at least 48hrs?

Thanks

Re: Sudden drop in speed

Vinay10 — Mon, 13 Dec 2021 08:17:46 GMT

no it was connected yesterday, its been closer to 24hours. Can the line be resynced at the correct speed? I'm fairly confident its not a router issue. Last time a wire was loose on the pole next to my house and after the storms I suspect it is something similar.