topic Re: Ongoing problems with slow broadband speed in Broadband

Ongoing problems with slow broadband speed

rodcallen — Fri, 24 Jun 2022 14:14:01 GMT

Please see attached.

This issue has been ongoing for several months following an engineer visit and a new router installed.

I have carried out all the checks TalkTalk suggest (as far as I am aware)

Just powered down for over 30 mins and then connected direct to router via ethernet cable.

No difference (as per attached)

Not even getting 32 mbps into router at point of entry.

Under contract until March 2023 otherwise I would leave TalkTalk in a heartbeat.

Any suggestions / advice please as not sure what to do next.

Have tried 'live web chat' in the past and after several hours going backwards and forwards to eventually get an engineer to visit not keen to revisit this option again...

Re: Ongoing problems with slow broadband speed

Chris-TalkTalk — Fri, 24 Jun 2022 14:15:35 GMT

Hi rodcallen,

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

Chris

Re: Ongoing problems with slow broadband speed

rodcallen — Fri, 24 Jun 2022 14:22:01 GMT

Information updated as requested.

Re: Ongoing problems with slow broadband speed

Chris-TalkTalk — Fri, 24 Jun 2022 14:26:53 GMT

Thanks

Line test is passing but sync speed is a bit low. Are you experiencing any problems with your telephone service, any noise on the line?

Chris

Re: Ongoing problems with slow broadband speed

rodcallen — Fri, 24 Jun 2022 14:29:05 GMT

Telephone service fine, to my knowledge we have always had good line quality when using the telephone.

Re: Ongoing problems with slow broadband speed

Chris-TalkTalk — Fri, 24 Jun 2022 14:32:39 GMT

OK. Is your router currently connected to your test socket if you have one? Your guide to main phone sockets - TalkTalk Help & Support

Re: Ongoing problems with slow broadband speed

rodcallen — Fri, 24 Jun 2022 14:42:47 GMT

Now connected to test socket.

Re: Ongoing problems with slow broadband speed

rodcallen — Fri, 24 Jun 2022 14:44:41 GMT

Speed check 23.9!! using test socket.

Re: Ongoing problems with slow broadband speed

rodcallen — Sat, 25 Jun 2022 07:14:25 GMT

Todays speed test.

Re: Ongoing problems with slow broadband speed

Chris-TalkTalk — Mon, 27 Jun 2022 06:25:56 GMT

Hi rodcallen,

Is your router still connected to your test socket?

Chris

Re: Ongoing problems with slow broadband speed

rodcallen — Mon, 27 Jun 2022 07:09:46 GMT

No, connected back to normal socket.

Multiple speed tests show speed direct to router (via test and normal socket) below TalkTalk guaranteed speed.

Re: Ongoing problems with slow broadband speed

Chris-TalkTalk — Mon, 27 Jun 2022 07:17:14 GMT

OK thanks. Did you have the router connected to your test socket for at least 48 hours (this is to allow the line management system (DLM) to monitor and respond to any improvement and move you to a faster profile)?

Chris

Re: Ongoing problems with slow broadband speed

rodcallen — Mon, 27 Jun 2022 07:18:43 GMT

No, not aware that this length of time was needed.

Re: Ongoing problems with slow broadband speed

Chris-TalkTalk — Mon, 27 Jun 2022 07:23:17 GMT

Sorry about that, could you connect your router to the test socket again and leave it there for at least 48 hours. If there is then no improvement in speed then the next step will be to arrange an engineer visit to investigate further

Chris

Re: Ongoing problems with slow broadband speed

rodcallen — Mon, 27 Jun 2022 07:34:09 GMT

Okay will do.

I will send an updated speed test screenshot in due.

Re: Ongoing problems with slow broadband speed

Chris-TalkTalk — Mon, 27 Jun 2022 07:56:15 GMT

OK thanks

Re: Ongoing problems with slow broadband speed

Anonymous — Thu, 30 Jun 2022 07:38:23 GMT

Morning,

I've re-checked the connection stats and I can see that the sync speed hasn't increased. Can I just confirm, did you have a chance to connect the router back at the test socket please?

Thanks

Re: Ongoing problems with slow broadband speed

rodcallen — Thu, 30 Jun 2022 07:44:15 GMT

Connected to test socket on Monday as confirmed with your colleague Chris.

Connected from test socket direct to router continuously since Monday morning.

Re: Ongoing problems with slow broadband speed

Chris-TalkTalk — Thu, 30 Jun 2022 07:48:22 GMT

Ok thanks. To investigate further we'll need to arrange an engineer visit. If you'd like us to do this please let us know and we'll confirm some details

Thanks

Chris

Re: Ongoing problems with slow broadband speed

rodcallen — Thu, 30 Jun 2022 08:01:39 GMT

Yes we would like an engineer visit please as the current arrangement is below our TalkTalk guaranteed speed into the router.