topic Re: Download speed much lower than guaranteed speed in Broadband

Download speed much lower than guaranteed speed

Yuyuan — Tue, 14 Feb 2023 10:21:56 GMT

Hi,

My current order is the Fibre 150, but the download speed is quite lower than guaranteed speed.

The speed testing result is :

We've finished measuring your speed, and here are your results.

39.7 Mbps
Your average download speed
27.7 Mbps
Your average upload speed

and the download speed should be:

Minimum Guaranteed speed:

110.0 Mb/s

Typical download speed:

128.0 Mb/s - 147.0 Mb/s

Can you fix it?

Thanks for your help.

Best Regards,

Yuyuan

Re: Download speed much lower than guaranteed speed

Yuyuan — Tue, 14 Feb 2023 12:22:47 GMT

Can any staffs give me a reply?

Re: Download speed much lower than guaranteed speed

Gliwmaeden2 — Tue, 14 Feb 2023 12:37:41 GMT

Your thread is in a queue for attention, @Yuyuan and they will get to it shortly.

Best not to post further before getting a response, to keep your thread moving forward in the workflow.

Re: Download speed much lower than guaranteed speed

Chris-TalkTalk — Tue, 14 Feb 2023 13:00:16 GMT

Hi Yuyuan,

Is this our Future Fibre service or G.Fast?

Chris

Re: Download speed much lower than guaranteed speed

Yuyuan — Tue, 14 Feb 2023 15:24:03 GMT

Hi Chris,

This is the G.fast service, the Fibre 150.@Chris-TalkTalk

Thanks,

Yuyuan

Re: Download speed much lower than guaranteed speed

Chris-TalkTalk — Tue, 14 Feb 2023 15:30:11 GMT

Ok thanks. Could you add your TalkTalk landline telephone number or account number, to the private notes section of your community profile and we'll take a look at this for you

Chris

Re: Download speed much lower than guaranteed speed

Yuyuan — Tue, 14 Feb 2023 19:55:54 GMT

Hi Chris,

I have updated the profile. and the speed seems has been improved. So I think everything is cool now.

Thanks for your help.

Best Regards,

Weijie

Re: Download speed much lower than guaranteed speed

Anonymous — Wed, 15 Feb 2023 06:53:17 GMT

Morning,

Ok thank you for confirming and please let us know if you need any further assistance.

Thanks 🙂

Re: Download speed much lower than guaranteed speed

Yuyuan — Wed, 15 Feb 2023 21:35:09 GMT

Hi Michelle,

The download speed will reduce to 40 m/s after 6 pm, and the bad connection with highly package loss will last to midnight. The photo was the speed test running at 9.30 pm.

speed test

Looking forward to hearing you.

Best Regards,

Yuyuan

Re: Download speed much lower than guaranteed speed

Yuyuan — Wed, 15 Feb 2023 21:35:53 GMT

Hi Chris,

The download speed will reduce to 40 m/s after 6 pm, and the bad connection with highly package loss will last to midnight. The photo was the speed test running at 9.30 pm.

speed test

Looking forward to hearing you @Chris-TalkTalk .

Best Regards,

Yuyuan

Re: Download speed much lower than guaranteed speed

Anonymous — Thu, 16 Feb 2023 07:24:24 GMT

Morning,

Can I just confirm, when the speeds drops after 6pm are you connected wired or wireless at the time? If the reboot the router when the speed drops does the speed then immediately improve or stay the same?

Thanks

Re: Download speed much lower than guaranteed speed

Yuyuan — Thu, 16 Feb 2023 11:39:37 GMT

Hi Michelle,

I connected wireless, but I didn't try to reboot the router and I will try to reboot the router today when the speed drops.

Yuyuan

Re: Download speed much lower than guaranteed speed

Anonymous — Thu, 16 Feb 2023 11:41:54 GMT

Hello,

Ok thank you. Would it be possible to also try connecting wired first before you reboot the router as I'm just trying to see if this could be solely related to the wireless?

Thanks

Re: Download speed much lower than guaranteed speed

Yuyuan — Fri, 03 Mar 2023 11:39:48 GMT

Hi Michelle,

I tried connecting wired, the speed is OK. But the WIFI speed is very low. Is there anything wrong with the WIFI?

Best Regards,

Yuyuan

Re: Download speed much lower than guaranteed speed

Debbie-TalkTalk — Fri, 03 Mar 2023 12:03:48 GMT

Hi Yuyuan

Have you tried powering down the router for a full 30 minutes and then running a speed test?

Have we recently sent you a router for testing?

Re: Download speed much lower than guaranteed speed

Yuyuan — Mon, 06 Mar 2023 10:32:33 GMT

Hi Debbie,

No, there is no router from TALKTALK recently for testing.

And Why every Sunday night the broadband will disconnect for several hours? Can you solve it?

Thanks.

Best Regards,

Yuyuan

Re: Download speed much lower than guaranteed speed

Debbie-TalkTalk — Mon, 06 Mar 2023 10:35:49 GMT

Hi Yuyuan

Would you like me to send a replacement router for testing so we can rule this out?

"And Why every Sunday night the broadband will disconnect for several hours? Can you solve it?"

Please can you log into My Account and check to see if HomeSafe/KidsSafe has been switched on?

Re: Download speed much lower than guaranteed speed

Debbie-TalkTalk — Wed, 08 Mar 2023 09:46:45 GMT

Hi Yuyuan

Would you like me to send a replacement router?

Re: Download speed much lower than guaranteed speed

Yuyuan — Wed, 08 Mar 2023 12:28:42 GMT

Hi Debbie,

If a replacement router is free of charge (no fee for equipment and delivery), please send me a replacement one.

Thanks

Best Regards,

Yuyuan

Re: Download speed much lower than guaranteed speed

Debbie-TalkTalk — Wed, 08 Mar 2023 13:09:53 GMT

Hi Yuyuan

The router is on its way, there is no charge for the router or delivery.

Please allow 24-48hrs for this to arrive. Let us know how you get on.

Thanks

Debbie