topic Re: Slowing internet cannot report due to tool in Broadband

Slowing internet cannot report due to tool

TimWN — Sat, 12 Nov 2022 17:23:14 GMT

As usual after a few months of solid service I'm seeing slow downs again and below guaranteed minimum often. A router reboot will temporarily fix it but over the week will slow down. Nothing changed in the house.

Had this several times in past and each time engineers (regular or ground works) cannot find a fault in the home or between cab and premises.

A reset (at the cab port) sorts it for a few months...is this possible to do?

Also....

When I do service check I get the message.

'We suspect an issue with your broadband'

We need to run a line test between our network and your home.

During the test, your broadband and phone line will temporarily disconnect.

In order for us to keep you updated, we need your mobile number.

but there is nowhere to enter a mobile number!!!l please fix the tool

Re: Slowing internet cannot report due to tool

Skynet_TX — Sat, 12 Nov 2022 20:41:10 GMT

Hi @TimWN,

The Support Team here won't be around now until Monday, but they should be able to respond to this post early next week to help.

Re: Slowing internet cannot report due to tool

Anonymous — Mon, 14 Nov 2022 07:25:52 GMT

Morning,

I'm sorry to hear this. I've run a line test now which has detected a potential voice fault. Just to confirm, do you have a dial tone?

Thanks

Re: Slowing internet cannot report due to tool

TimWN — Mon, 14 Nov 2022 20:16:30 GMT

Hi Michelle. Sorry never used landline or have a handset to test.

Re: Slowing internet cannot report due to tool

Anonymous — Tue, 15 Nov 2022 06:40:08 GMT

Hello,

Would it be possible to borrow a phone for testing purposes to confirm or rule this out as a voice fault can affect the broadband connection and would need to be investigated first.

Thanks

Re: Slowing internet cannot report due to tool

TimWN — Tue, 15 Nov 2022 22:27:34 GMT

OK, got hold of a handset. There is no dialtone at all on the front of the 5C socket nor if I remove that and plug into the BT jack behind.

My Internet was at 22mbit before this forced a reset and now at 49mbit, but expect it to decrease...

Re: Slowing internet cannot report due to tool

Debbie-TalkTalk — Wed, 16 Nov 2022 07:05:50 GMT

Hi Tim

Thanks for confirming this. A fault with the landline service can also affect the BB connection.

I have passed this straight over to Openreach to be investigated by a line engineer as the line test is detecting a potential fault at the exchange.

We should receive further updates from Openreach within the next 48-72hrs.

Thanks

Debbie

Re: Slowing internet cannot report due to tool

Debbie-TalkTalk — Wed, 16 Nov 2022 12:42:16 GMT

Hi Tim

I can see that Openreach assigned a line engineer this morning.

We should hopefully have further updates later today or possibly tomorrow morning.

Thanks

Re: Slowing internet cannot report due to tool

Debbie-TalkTalk — Thu, 17 Nov 2022 11:28:33 GMT

Hi Tim

Openreach have closed the fault as resolved.

Is everything working ok now?

Thanks

Debbie

Re: Slowing internet cannot report due to tool

TimWN — Thu, 17 Nov 2022 20:33:49 GMT

Yes, everything is good again. Thanks for the support and quick actions.

Re: Slowing internet cannot report due to tool

Debbie-TalkTalk — Fri, 18 Nov 2022 06:25:37 GMT

Hi Tim

That's great, thanks for letting us know 🙂

I have sent you a Private Message with a link to a short survey for the Community.

Thanks

Debbie