topic Re: broadband in Broadband

broadband

Christoph — Tue, 08 Nov 2022 16:37:37 GMT

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.

I have the webpage above and no indication of where I go from here. How do I give the number of my mobile which is on the account anyway? How is the line/speed/connection checked further?

Re: broadband

malpua — Tue, 08 Nov 2022 17:07:38 GMT

Getting the same here. My broadband speed has dropped significantly from 56/57 Mb/s to 35/36 Mb/s in the last few weeks. Way below your guaranteed speed of 59 Mb/s for "Fibre 65". I would like a line test/check please. You already have my mobile number.

There appears to be nothing wrong with the phone line. It's clear with no noise and BT Open Reach say I should expect a minimum speed of 62 Mb/s. Have you downgraded the Fibre 65 package? That was a bit sneaky if you did. I wasn't told about that.

So. I'm looking for a Black Friday deal with someone else I think.

Re: broadband

AllyM — Tue, 08 Nov 2022 19:38:12 GMT

@Christoph ,

Perhaps you could give a few more details about what issues you are having with your service. Total loss of connection?, frequent disconnections? Slow speed?

@malpua ,

If you want help with your issues from TalkTalk staff, you should start your own topic.

Re: broadband

Anonymous — Wed, 09 Nov 2022 06:25:05 GMT

Morning,

I'm sorry to hear this and I will take a look now. I've run a test on the line which is clear, however I can see planned engineering works. Can I just confirm what issues you're specifically seeing with your connection at the moment please?

Thanks

Re: broadband

Christoph — Wed, 09 Nov 2022 14:58:51 GMT

Good afternoon

You asked about issues - the main one is that when I speed test the result is just under 52mps when there is a guarantee of 59. Further, I could not see how I could test the link for issues either because the trail came to a dead end with the information that the internet and landline would temporarily go down and a mobile number would be needed. No idea given of the next step.

There has been a few times over the last few weeks when there is no internet and/or platforms like disney+ are buffering. Some devices seem slow to load up pages although they are not wired connections and aren't necessarily the most up to date devices.

Thanks for your response

Christoph

Re: broadband

Christoph — Wed, 09 Nov 2022 15:01:35 GMT

Thanks for your reply.

I have posted to Michelle at talktalk

Christoph

Re: broadband

Anonymous — Thu, 10 Nov 2022 08:00:55 GMT

Morning,

I've re-checked and planned engineering work has now been completed. Does your main socket have a test socket please? If it does then would it be possible to connect the microfilter, router and phone directly at the test socket for at least 48hrs so we can see if the sync speed increases please?

Thanks

Re: broadband

Christoph — Thu, 10 Nov 2022 09:33:13 GMT

Hi, the telephone socket has been here a long while and there's no separate test facility.

Christoph

Re: broadband

Anonymous — Thu, 10 Nov 2022 09:37:11 GMT

Hi,

Can I just confirm, does it look like any of the below please? Is the router connected at the main socket at the moment?

Your guide to main phone sockets - TalkTalk Help & Support

Thanks

Re: broadband

Christoph — Thu, 10 Nov 2022 11:18:46 GMT

Hi, it looks most like the second one and the router is attached to it.

Christoph

Re: broadband

Karl-TalkTalk — Thu, 10 Nov 2022 11:33:28 GMT

Hi Christoph.

Is it possible to open the faceplate and connect the router with a filter into the 'Test Socket' inside.

The line has been slowed down by Openreach DLM system, the profile dropped to 55mb. When in the test socket, we can see if the profile increases over 24/48hrs.

If not then we need to take this to openreach to see if the profile can be reset.

Karl.

Re: broadband

Christoph — Thu, 10 Nov 2022 12:01:13 GMT

Just to confirm, I have opened the face plate using the two screws and all the wiring etc is visible. The top part of the socket (or the top part of the cover) seems to be just a part of the whole casing and doesn't want to or doesn't look like it separates. I don't want to risk damaging it. Are you sure there is another socket or something underneath?

Christoph

Re: broadband

Karl-TalkTalk — Thu, 10 Nov 2022 12:05:31 GMT

Hi Christoph,

The top part of the socket remains, the bottom section of the faceplate will pull forward.

The bottom section of the face plate connects into a phone type socket behind the socket - This is wat BT refer to as the test socket. This is the point that Openreach support the line up to, and gives a direct connection to the line.

Karl.

Re: broadband

Christoph — Thu, 10 Nov 2022 12:12:41 GMT

I've plugged the micro filter etc into the socket behind the faceplate.

Chrisoph

Re: broadband

Karl-TalkTalk — Thu, 10 Nov 2022 12:18:44 GMT

Thats great. You will not notice an immediate change, but now we can see if the automated line monitoring system (DLM) will see the line is clear from any errors or drops in connection and increase the profile over the next day or two.

Karl.

Re: broadband

Christoph — Thu, 10 Nov 2022 12:31:09 GMT

Sounds promising so we wait for Open Reach to do something or you can see results of automated monitoring?

Christoph

Re: broadband

Karl-TalkTalk — Thu, 10 Nov 2022 12:37:33 GMT

When I run a test, I can see the profile and time stamp of when it changes. If it does not increase automatically then we can take this to Openreach for their intervention.

Karl.

Re: broadband

Christoph — Thu, 10 Nov 2022 12:49:56 GMT

OK, Thanks for your response.

Christoph

Re: broadband

Karl-TalkTalk — Thu, 10 Nov 2022 12:56:00 GMT

No Problem 🙂

Check back in with me in a couple of days and I'll pick this up with you.

Karl

Re: broadband

Christoph — Tue, 15 Nov 2022 16:12:18 GMT

Hi Karl

A few days have passed and the broadband speed looks just the same.

You suggested that there might be a further step with OpenReach?

Christoph