topic Re: Unusable speeds in Broadband

Unusable speeds

Carol_P — Fri, 24 Feb 2023 13:39:40 GMT

Ran all checks, the speed is below 1Mbps, normally averaging around 0.5. I tried to use Live Chat, but it wouldn't work. If we leave the router unplugged for 30 mins, the speed goes up to around 8, but drops back down within an hour. It seems to be a problem with the router, but I'm currently unable to talk to anyone about it.

Re: Unusable speeds

Chris-TalkTalk — Fri, 24 Feb 2023 14:05:25 GMT

Hi Carol,

I'm sorry to hear that you're experiencing problems with your service. Could you just check the account number that you've entered in your community profile and confirm that it's correct

Chris

Re: Unusable speeds

Carol_P — Fri, 24 Feb 2023 14:35:15 GMT

Thanks for the reply. I'm confused, I just checked and it was in the phone number by mistake, but I can't see where to add it so added to private notes. It is correct. Just need some help.

Re: Unusable speeds

Chris-TalkTalk — Fri, 24 Feb 2023 14:43:30 GMT

Thanks, I've found your details. Your speed does appear to be low. Is your router currently connected to your test socket - Your guide to main phone sockets - TalkTalk Help & Support

Chris

Re: Unusable speeds

Carol_P — Fri, 24 Feb 2023 15:13:55 GMT

Hi, I can't seem to find the test socket. I think it might have been sent back with the old router.

Re: Unusable speeds

Chris-TalkTalk — Fri, 24 Feb 2023 15:28:24 GMT

Sorry, I'm not sure what you mean, the test socket is the telephone socket on your wall. Please see - Your guide to main phone sockets - TalkTalk Help & Support

Chris

Re: Unusable speeds

Carol_P — Fri, 24 Feb 2023 15:32:19 GMT

Oh, then yes it is connected.

Re: Unusable speeds

Chris-TalkTalk — Fri, 24 Feb 2023 15:41:36 GMT

Do you just have the one telephone socket in your home or do you have one or more extension sockets?

Chris

Re: Unusable speeds

Carol_P — Fri, 24 Feb 2023 15:42:47 GMT

Just the one socket.

Re: Unusable speeds

Chris-TalkTalk — Fri, 24 Feb 2023 15:53:10 GMT

Which type of master socket do you have?

Chris