topic Re: Slow speeds in Broadband

Slow speeds

heather_b — Wed, 11 May 2022 12:17:11 GMT

I have a Fibre 65 package and am not getting the guaranteed minimum speed of 56. I was on a chat for 80 minutes this morning while they did some diagnostics and was told it had been sorted but it has made no difference whatsoever as I've since done another speed test. I'm not even convinced it has ever reached the guaranteed speed since I took out the contract but have never followed it up.

It's also nigh on impossible to find a link to live chat on the TalkTalk website. I found it completely by accident this morning but can't find it again.

I left Talktalk in 2020 due to the poor service but thought I'd give you a 2nd chance but I'm starting to wish I hadn't bothered. Will someone please help asap.

Thanks

Re: Slow speeds

Anonymous — Wed, 11 May 2022 12:21:40 GMT

Hello,

Can you please update your community profile to include your:

Name
Telephone number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Re: Slow speeds

heather_b — Wed, 11 May 2022 12:27:25 GMT

Updated. Thanks

Re: Slow speeds

Anonymous — Wed, 11 May 2022 12:32:58 GMT

Hi,

I've run a test on the line now which hasn't detected a fault, however I can see that the connection has been unstable and the sync speed has also been varying. Is there any noise on the voice service? Does your main socket have a test socket? If it does then would it be possible to connect the microfilter, router and phone at the test socket so we can re-check the connection stats again please?

Thanks

Re: Slow speeds

heather_b — Wed, 11 May 2022 12:54:07 GMT

Hi yes there is sometimes crackling on the line and I can't always hear the other person when they answer due to the crackling. Have plugged the microfilter to the test socket instead. Thanks

Re: Slow speeds

Karl-TalkTalk — Wed, 11 May 2022 13:46:02 GMT

All usual tests are clear, but any noise or crackles on the landline can affect the broadband and cause the speed to drop.

Now the equipment is at the test socket, monitor and see if the line crackles over the next 24hrs.

Thanks

Karl.

Re: Slow speeds

heather_b — Wed, 11 May 2022 15:31:34 GMT

OK thanks

Re: Slow speeds

Anonymous — Thu, 12 May 2022 05:36:54 GMT

Morning,

Thank you and we will check back in with you tomorrow.

Thanks 🙂

Re: Slow speeds

heather_b — Thu, 12 May 2022 10:47:30 GMT

Hi. There has been no crackling on the line in the last day or so but that's not unusual as it's intermittent however the download speed is still below what it should be.

Re: Slow speeds

Anonymous — Thu, 12 May 2022 10:54:50 GMT

Hi,

It can take up to 48hrs for DLM to make changes to the speed if the connection remains stable. If there is still no improvement then the next step will be to test with an alternative router.

Thanks

Re: Slow speeds

heather_b — Thu, 12 May 2022 11:23:17 GMT

OK thanks

Re: Slow speeds

Anonymous — Thu, 12 May 2022 11:43:04 GMT

Hello,

I'll check the speed again tomorrow.

Thanks

Re: Slow speeds

Anonymous — Fri, 13 May 2022 11:48:51 GMT

Hello,

I've re-checked the connection stats again now and the sync speed hasn't increased any further. Do you have an alternative router that you can test with? If not then we can send a replacement router for testing purposes to rule this out. We would also send a router returns bag so that one of the routers can be returned.

Thanks

Re: Slow speeds

heather_b — Fri, 13 May 2022 12:07:30 GMT

Hi Michelle. No we don't have an alternative router sorry. Thanks

Re: Slow speeds

Debbie-TalkTalk — Fri, 13 May 2022 12:20:04 GMT

Hi heather_b

Thanks for your reply.

Are you happy for me to send a replacement router for testing?

Re: Slow speeds

heather_b — Fri, 13 May 2022 14:48:45 GMT

Yes that's fine thanks

Re: Slow speeds

Karl-TalkTalk — Fri, 13 May 2022 14:53:23 GMT

Hi Heather

A router is on the way.

Regards,

Karl.

Re: Slow speeds

heather_b — Sun, 15 May 2022 13:01:39 GMT

Hi. I've received the replacement router this morning thanks and have connected it up using the new yellow cable and microfilter. It's still connected to the test socket.

Thanks

Re: Slow speeds

Anonymous — Mon, 16 May 2022 06:46:12 GMT

Morning,

Thanks for confirming this and we will re-check the connection stats tomorrow to see how the speeds compare.

Thanks

Re: Slow speeds

Karl-TalkTalk — Tue, 17 May 2022 05:36:50 GMT

The current profile is set at 48mb. With the router at the test socket we can see if the profile increases. this may take up to 72hours to change initially, if this does not increase then we can progress this to Openreach.

Thanks

Karl.