topic Re: Slow download and high ping in Broadband

Slow download and high ping

bearback — Wed, 15 Mar 2023 14:25:57 GMT

I am on 150 fibre, my speed has always been good. Today the speed dropped to only 1.60 Mbps and max I have seen today us only 3 Mbps. Upload does not seem to be effected. Ping is very high on tests 500 ms.

Cannot use Internet as its just to slow

I have reset and Rebooted the BT modem. Rebooted router. I use my own router but tried another router and that was the same.

Run out of ideas can you check your end or any issues in my area.

My details are all added in my profile.

Using another Internet to post as my home Internet is unusable

Thank you

Re: Slow download and high ping

Chris-TalkTalk — Wed, 15 Mar 2023 14:36:27 GMT

Hi bearback,

I'm sorry to hear that you're experiencing problems with your service. Line test is passing and sync speed looks good however there is an outage showing on your exchange. When you switched the modem off did you leave it off for 30 minutes, if not then could you give this a try and let us know how you get on

Chris

Re: Slow download and high ping

bearback — Wed, 15 Mar 2023 14:41:25 GMT

Yes tried leaving it off for over 30 mins but still no difference.

Will give it another try though.

Thanks for your reply

Re: Slow download and high ping

Chris-TalkTalk — Wed, 15 Mar 2023 14:48:28 GMT

No problem, please let us know how you get on

Chris

Re: Slow download and high ping

bearback — Wed, 15 Mar 2023 16:08:08 GMT

No still the same, not even reaching 1Mbps. Very high ping and jitter.

If you cannot do anything your end, can you send engineer.

Re: Slow download and high ping

bearback — Thu, 16 Mar 2023 06:52:08 GMT

Contacted technical support through chat, on this occasion they were helpful finding the fault in the area and reporting and adding notes to my account. Also receiving text updates on the status of the fault.

all though the connection test indicates the fault is fixed the speed upload and download is slowly dropping. Seems all over the place and currently down to 30 down and 5 upload.

The report of a fault that has been closed needs to be re opened as it’s not fixed.

Re: Slow download and high ping

Chris-TalkTalk — Thu, 16 Mar 2023 08:44:09 GMT

Hi bearback,

Line test is still showing the outage as Open and not showing any other faults. Sync speed is still 160Mbps. Do you have any problems with your telephone service? Is there any noise on the line?

Chris

Re: Slow download and high ping

bearback — Thu, 16 Mar 2023 09:15:53 GMT

Not even usable now having to use mobile. 0.5 download and 1 upload. Ping and jitter back to being really high. No noise on phone. Done all the reboots and turning off 30 mins makes no difference.

Still showing on connection as my fault fixed and closed but its not. Can the engineer's be notified that I still have an issue or do I have to go through chat again.

Re: Slow download and high ping

Chris-TalkTalk — Thu, 16 Mar 2023 10:57:52 GMT

Hi bearback,

I can arrange an engineer visit. if you'd like me to do this please let me know and I'll confirm some details with you

Chris

Re: Slow download and high ping

bearback — Thu, 16 Mar 2023 12:44:32 GMT

Yes please arrange for an engineer as there has been no improvement.

I am available any time any day so please book the earliest available appointment.

Thank you

Re: Slow download and high ping

Chris-TalkTalk — Thu, 16 Mar 2023 12:48:36 GMT

Hi bearback,

If you'd like us to book the engineer visit can you confirm:

That you accept potential Engineers charges
Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.
Confirm your mobile number

I've also sent you a PM to confirm some other details

Thanks

Chris

Re: Slow download and high ping

bearback — Thu, 16 Mar 2023 13:27:45 GMT

Replied to your pm with info required.

Re: Slow download and high ping

Chris-TalkTalk — Thu, 16 Mar 2023 13:32:31 GMT

Hi bearback,

Thanks for answering the security questions. I've sent you a PM requesting a little more information

Chris

Re: Slow download and high ping

bearback — Thu, 16 Mar 2023 13:52:32 GMT

Replied to pm

Re: Slow download and high ping

Chris-TalkTalk — Thu, 16 Mar 2023 14:46:34 GMT

Hi bearback,

I've booked the appointment for tomorrow morning - March 17 2023, AM - please let us know how you get on

Chris

Re: Slow download and high ping

bearback — Fri, 17 Mar 2023 15:52:28 GMT

Well I was not that impressed with the so called engineer visit. Well actually he did not even come to my house to check anything. Texted me from the street cabnet to say he was checking every thing. My line was OK but issue with the talktalk:hub and said 3200 people have similar issues. Waited patiently for more updates and even text him to see how he was progressing but nothing. So I have waited all this time for no actual engineer to even have the curtesy to call at my door and explain the situation. To top it all I then receive several texts and emails to say the engineer has resolved the service issue. To contact live chat if I am experiencing any connection issues.

The issue has not been fixed, in fact your speed connection test does not even register my speed to devices as its so low. Internet is not even usable.

Considering I have waited in all day in case the engineer actually came to the house the fees should be reversed and I should charge talktalk a fee for no show. 🙂

Can I have a credit put on my account for loss of services ?

Loads of people in my are starting to complain, think it's something to do with the full fiber upgrade in the area.

Re: Slow download and high ping

Chris-TalkTalk — Mon, 20 Mar 2023 14:09:54 GMT

Hi bearback,

Thanks for the update. Has there been any improvement in throughput speeds over the weekend, sync speed is 160Mbps?

Chris

Re: Slow download and high ping

bearback — Mon, 20 Mar 2023 17:00:15 GMT

Both download and upload speed has returned to normal, ping and jitter is also low. Openreach finally fixed the fault in our area friday evening/sat morning. As i said this effected a lot of people in our area. Not just TalkTalk users but other internet provider customers also.

Openreach is updating our area to Ultrafast full fibre, they are currently in our village.

Re: Slow download and high ping

Anonymous — Tue, 21 Mar 2023 06:33:47 GMT

Morning,

Thanks for confirming and I'm glad to hear the speeds have improved again.

Thanks

Re: Slow download and high ping

bearback — Tue, 28 Mar 2023 22:15:32 GMT

since the outage was fixed.
over the last 7 days my download speed is slowly dropping, upload seams fine.

reported speed to router was 160 Mbps each day it drops lower each day, it’s now down to 139Mbps to the router. So my download speed is effected and it’s not stable.

Running the connection tester always shows a active fault, are there any reported issues.

checked area network for issues but as usual it useless.

since Openreach have been working in our area the internet has been unreliable.

before I am asked, yes I have done all the usual things asked each time, the issue appears to be the sync speed dropping.

reset and turned of modem for 30 mins and longer.

rebooted and reset router.

I use my own router but swopped router, talktalk router has the same results/issues.

can my profile be reset?