topic Re: My broad band speed has dropped off AGAIN. in Broadband

My broad band speed has dropped off AGAIN.

maxthegold — Sun, 15 May 2022 15:40:24 GMT

My broadband speed has dropped off again. I think this is the third time I have had this problem. It has reached the point where I am also getting dropouts, this is extremely annoying. I will post the screen grab of my monitoring so that you can see the drop. Why does this keep happening and more to the point how do I stop it?

Re: My broad band speed has dropped off AGAIN.

Anonymous — Mon, 16 May 2022 07:12:47 GMT

Hello,

I'm sorry to hear this and I will take a look now. I've run a test on the line which has detected potential fault towards the property. Can I just confirm, does your main socket have a test socket please? Is there any noise on the voice service?

Thanks

Re: My broad band speed has dropped off AGAIN.

maxthegold — Mon, 16 May 2022 09:57:31 GMT

Yes I do have a test socket and I have experienced some noise on the telephone line.

Thanks,

Mark.

Re: My broad band speed has dropped off AGAIN.

Karl-TalkTalk — Mon, 16 May 2022 10:08:04 GMT

Hi Mark

Do you hear the line noise when at the test socket ?

Have you tested with an alternative router / filter to rule out any hardware issued ?

Thanks

Karl.

Re: My broad band speed has dropped off AGAIN.

maxthegold — Wed, 18 May 2022 16:22:27 GMT

Yes I do have a test socket and I have experienced some noise on the telephone line. I am now connected to the test socket.

Thanks,

Mark.

Re: My broad band speed has dropped off AGAIN.

Debbie-TalkTalk — Thu, 19 May 2022 05:33:05 GMT

Hi Mark

Thanks for your reply.

Is the noise on the line still present with the phone at the test socket and with the router removed from the line?

Debbie

Re: My broad band speed has dropped off AGAIN.

maxthegold — Thu, 19 May 2022 14:41:26 GMT

I seem to be getting questions fired at me from 3 different people, this is very confusing and annoying. This is the third time this has happened and every time you automatically assume it is my fault and ask me to jump through hoops. Then when you can't find a way to blame me you go away and do something and everything is all right again. Can we not bypass the interim nonsense and get to the bit where you fix the problem. My setup is unchanged since the last time this happened. I don't use my landline phone more than about three times a year, it just so happens that the last time I used it was a few days ago and it was very noisy then. It is not noisy now but that may be a coincidence. I realise that noise on the line may be an indicator of a fault but the performance of my landline is not a priority, the broadband is the priority and I think I have satisfactorily demonstrated that there is something wrong there (see my posted image).

Re: My broad band speed has dropped off AGAIN.

ferguson — Thu, 19 May 2022 14:52:19 GMT

Nobody doubts that there is something wrong, it is just wise to do as many internal tests as possible in an effort to narrow down where the problem lies. Any issue on the voice side will have an impact on the broadband connection, regardless of whether you regularly use the phone, or not. So if you could oblige one more time and advise if the noise on the line persists with just the phone - no microfilter, router, or anything else - connected directly at the test socket that will be really helpful.

Re: My broad band speed has dropped off AGAIN.

Chris-TalkTalk — Fri, 20 May 2022 07:29:26 GMT

Hi maxthegold,

We can arrange an engineer visit to investigate and if the telephone line is now noise free we can arrange a visit from a broadband engineer. If you'd like us to do this please let us know and we'll confirm some details

Chris

Re: My broad band speed has dropped off AGAIN.

maxthegold — Fri, 20 May 2022 15:24:03 GMT

There is no noise on the telephone line when it is attached to the test socket. I am currently getting about 30 mbps. I think you are contractually obligated to supply at least 53 mbps. If it continues to drop at this rate I will soon have no broadband at all.

Re: My broad band speed has dropped off AGAIN.

maxthegold — Fri, 20 May 2022 15:29:08 GMT

If that's what it takes to fix it then do it. Don't keep asking me ridiculous questions.

Re: My broad band speed has dropped off AGAIN.

ferguson — Fri, 20 May 2022 15:30:14 GMT

OK, sorry to prolong this, but can you now connect a plugin microfilter to the test socket along with the phone and router? Check for noise on the line again and see if there is any improvement in the broadband connection.

Re: My broad band speed has dropped off AGAIN.

Anonymous — Mon, 23 May 2022 05:51:16 GMT

Hello,

Thanks for confirming that the noise is no longer present at the test socket. Can I just confirm, is the microfilter, router and phone all connected at the test socket at the moment?

Thanks

Re: My broad band speed has dropped off AGAIN.

maxthegold — Thu, 26 May 2022 19:38:49 GMT

Yes I am connected to the test socket using the TalkTalk supplied filter.

Re: My broad band speed has dropped off AGAIN.

maxthegold — Thu, 26 May 2022 19:43:26 GMT

I have done that. There is no noticable noise and there is no improvement in speed. I am stuck at around 30mbps now and I have been since the 10th of this month.

Re: My broad band speed has dropped off AGAIN.

maxthegold — Thu, 26 May 2022 19:48:38 GMT

What happened to the engineer, I have not heard any more about this. I was expecting a visit to be arranged.

Re: My broad band speed has dropped off AGAIN.

Gliwmaeden2 — Thu, 26 May 2022 22:32:15 GMT

All the above checks were to help diagnose the problem for them to send the right sort of engineer for the job, @maxthegold.

They will need you to agree to potential charges:

https://community.talktalk.co.uk/t5/Articles/Engineer-charges/ta-p/2207291

Sometimes this is done via PM from staff as they also need to make security checks etc.

They will check with you first that it will be a convenient time for you, because you might well have to be at home to let the engineer in.

So a bit of a way to go with this yet, I'm afraid, but staff will be back on here during the day to follow up.

Re: My broad band speed has dropped off AGAIN.

Chris-TalkTalk — Fri, 27 May 2022 07:17:33 GMT

Hi maxthegold,

Line test is now showing a sync speed of 51.3Mbps, have you noticed an improvement?

Chris

Re: My broad band speed has dropped off AGAIN.

maxthegold — Fri, 27 May 2022 14:59:35 GMT

No, I'm firmly stuck at 30mbps.

Re: My broad band speed has dropped off AGAIN.

Anonymous — Mon, 30 May 2022 05:42:54 GMT

Morning,

I'm sorry for the delay. If the sync speed increases but the throughput is still low then we advise trying powering down the router for a full 30 minutes and then re-testing again as this will reset the current session and can often increase the throughput speed.

Thanks