topic Re: Very Slow Broadband Upload in Broadband

Very Slow Broadband Upload

DayV2021 — Wed, 17 Aug 2022 16:24:34 GMT

I have been having ongoing problems with broadband speed, particularly with upload speed. I have spend hours on the phone with TalkTalk Technical Service, every time having to try the same routines of turning router off then on, resetting, disconnecting devices and so it goes on.

In 2021 I was experiencing problems with the Huawei router disconnecting repeatedly. I was told a firmware update was on its way. But at least I was getting my agreed upload speed of 2.2mbps.

Changing to a Sagem Router stopped the drop outs, well actually it reconnected if it did drop out, but at the expense of speed. I now get 17mbps download (13mbps guaranteed on Fibre 35), but only 1.4mbps upload (I am told I should get 2.2 / 2.4). 1.4 is not enough for Zoom calls, etc.

So is it the router again? I am also over 1km from the cabinet, and many more houses have been built in the area. I do have a cabinet around the corner, but apparently I cannot be connected to it.

Any suggestions on if the router may be the fault? Interestingly TalkTalk Tech Service say they can see 2.2mbps at my router, but when we look at the router dashboard, it reports back an orange signal with 1.7mbps!

Re: Very Slow Broadband Upload

Anonymous — Thu, 18 Aug 2022 06:11:56 GMT

Morning,

I'm sorry to hear this and I will take a look now. I've run a test on the line which hasn't detected a fault. Does your main socket have a test socket please?

Thanks

Re: Very Slow Broadband Upload

DayV2021 — Thu, 18 Aug 2022 14:47:41 GMT

Hi Michelle,

Thanks for your reply. Yes when we had problems last year before the router was replaced TalkTalk sent Openreach who replaced the cable on the outside of the property and fitted a new Master Socket just inside where the cable reaches the outer wall.

When GigaClear put their fibre in the road, they cut the Openreach cable, and when Openreach came along the said the connector was full of water any so probably a cause of signal dropping out. This is all repaired now.

When Tech Support helped last time they had me running directly into the master socket with filters. No joy that time.

Please let me know what I can do next.

Andrew

Re: Very Slow Broadband Upload

Chris-TalkTalk — Fri, 19 Aug 2022 06:50:35 GMT

Hi Andrew,

How many telephone sockets do you have?

Chris

Re: Very Slow Broadband Upload

DayV2021 — Fri, 19 Aug 2022 08:52:29 GMT

Hi Chris,

We have just the one phone socket, the master one.

Although if it makes any difference, we have one cable coming to the property, which splits to feed both us and our neighbour who is also a TalkTalk customer.

Our master socket feeds a single landline phone and our TalkTalk router.

Best wishes,

Andrew

Re: Very Slow Broadband Upload

DayV2021 — Fri, 19 Aug 2022 08:56:03 GMT

Hi Michelle,

I think I responded in the wrong place.

When Tech Support helped last time they had me running directly into the 'test socket' behind the face plate on the master socket . No joy that time.

Please let me know what I can do next.

Andrew

Re: Very Slow Broadband Upload

DayV2021 — Fri, 19 Aug 2022 08:57:37 GMT

Hi Chris,

Sorry I have been responding incorrectly, please see below.

We have just the one phone socket, the master one.

Although if it makes any difference, we have one cable coming to the property, which splits to feed both us and our neighbour who is also a TalkTalk customer.

Our master socket feeds a single landline phone and our TalkTalk router.

Best wishes,

Andrew

Re: Very Slow Broadband Upload

Chris-TalkTalk — Fri, 19 Aug 2022 09:10:26 GMT

Thanks for the information. Are you experiencing any problems with your telephone service, any noise on the line?

Chris

Re: Very Slow Broadband Upload

DayV2021 — Fri, 19 Aug 2022 09:20:30 GMT

Hi Chris,

No, no issues with the phone line. Although to be honest we rarely use it. It is only in place because it is the only phone number my aged mother can remember 😊

Best wishes,

Andrew

Re: Very Slow Broadband Upload

Chris-TalkTalk — Fri, 19 Aug 2022 09:39:35 GMT

OK, could you just temporarily disconnect the telephone then switch the router off for 30 minutes, then switch back on and check to see if the speed has improved

Chris

Re: Very Slow Broadband Upload

DayV2021 — Fri, 19 Aug 2022 10:03:08 GMT

Hi Chris,

Yes, just disconnected the phone line and turned router off. (Now running on my 4G MiFi)

Andrew

Re: Very Slow Broadband Upload

Chris-TalkTalk — Fri, 19 Aug 2022 10:31:01 GMT

OK thanks 🙂

Re: Very Slow Broadband Upload

DayV2021 — Fri, 19 Aug 2022 11:13:15 GMT

Hi Chris,

I have done as you requested. Now back on, but left phone disconnected. Speed test is the same 18.4 download and only 1.4mbps upload.

Andrew

Re: Very Slow Broadband Upload

Chris-TalkTalk — Fri, 19 Aug 2022 11:40:33 GMT

Hi DayV2021,

Thanks for trying that.

Your upstream sync speed is a bit low but Openreach don't guarantee upstream speeds and the down stream speed is above the guaranteed minimum. Is your connection currently stable?

Chris

Re: Very Slow Broadband Upload

DayV2021 — Fri, 19 Aug 2022 11:53:00 GMT

Hi Chris,

Yes download is above guaranteed speed 👍

TalkTalk are telling me I should receive 2.1 to 2.4 upload as part of my Fibre 35 contract. 1.4mbps which sometimes fluctuates, is a problem with Zoom meetings.

Any way the upload speed can be improved?

Andrew

Re: Very Slow Broadband Upload

Chris-TalkTalk — Fri, 19 Aug 2022 12:10:57 GMT

If the downstream speed is below the guaranteed minimum then we can arrange an engineer visit to investigate but there isn't a guaranteed minimum for upstream so unfortunately we can't really arrange an engineer visit to investigate. Just to confirm, have you tried resetting the router?

Chris

Re: Very Slow Broadband Upload

DayV2021 — Fri, 19 Aug 2022 12:16:56 GMT

Hi Chris,

Yes. When talking with Tech Support yesterday, they asked me to reset the router using a paperclip, which I did.

Will there be any benefit to change back to the type (manufacturer) of router I had in early 2021 which gave me faster speeds but kept dropping out? I was told at the time that the firmware was due to be upgraded to solve the problem.

Andrew

Re: Very Slow Broadband Upload

Chris-TalkTalk — Fri, 19 Aug 2022 12:54:02 GMT

Do you still have the other router?

Chris

Re: Very Slow Broadband Upload

DayV2021 — Fri, 19 Aug 2022 13:05:46 GMT

Hi Chris,

No we were asked to return it and given a prepaid bag to put it in.

Best wishes,

Andrew

Re: Very Slow Broadband Upload

Chris-TalkTalk — Fri, 19 Aug 2022 14:33:32 GMT

OK thanks, I'm afraid we no longer have that router in stock, if we did I'd send one for you to test with. Does it only seem to be zoom meeting that are affected by the upstream speed?

Chris