topic Re: Reduction in BB Speed in Broadband

Reduction in BB Speed

geordie_Mal — Wed, 12 Jul 2023 17:07:09 GMT

Hello,

my BB speed was always around 55mbps but recently can get no more than mid 40’s.

i have ran numerous line tests which all report a possible fault in the line but that’s as far as it goes. Finally went on chat with TT support which was totally unproductive and an hour of my life I will never get back.

After this did yet another line test which once more returned a suspected fault and a fault reference but it’s going nowhere

Can anyone help with this please.

Re: Reduction in BB Speed

Debbie-TalkTalk — Thu, 13 Jul 2023 05:43:10 GMT

Hi geordie_Mal

I'm sorry to hear this.

The line test is clear but I can see re connections on the line and this can affect the sync speed.

Is the connection dropping or has the router been rebooted?

Re: Reduction in BB Speed

geordie_Mal — Thu, 13 Jul 2023 06:14:01 GMT

Hi Debbie, it was dropping frequently but has been stable for a few weeks now. The router was reset yesterday at the request of TT while I was in an online support chat.

Thanks

Re: Reduction in BB Speed

Debbie-TalkTalk — Thu, 13 Jul 2023 06:16:54 GMT

Hi geordie_Mal

Ok thanks for confirming this.

I think we should send a replacement router so we can rule this out first. Would you like me to arrange this?

Re: Reduction in BB Speed

geordie_Mal — Thu, 13 Jul 2023 06:57:45 GMT

Hi Debbie,

That would be good. Could you confirm there would be no charge for this please.

Re: Reduction in BB Speed

Debbie-TalkTalk — Thu, 13 Jul 2023 07:22:14 GMT

Hi geordie_Mal

The router is on its way, please allow 24-48hrs for this to arrive.

There will be no charge for this router, please let us know how you get on.

Thanks

Re: Reduction in BB Speed

Debbie-TalkTalk — Mon, 17 Jul 2023 08:13:04 GMT

Hi geordie_Mal

Have you received the replacement router?

Re: Reduction in BB Speed

geordie_Mal — Mon, 17 Jul 2023 09:57:36 GMT

Hi Debbie,

Yes the router is here thank you for a speedy delivery.

I has been up and running since yesterday am (Sunday) so over 24 hours now. It has fixed the wireless connectivity issue as my laptop connected immediately but the drop in speed remains.

I have been logged in to the router and sport to the router is showing as 45Mbps which is 10Mbps lower than what I have always had.

I have just ran a line test from my account and it is still reporting a fault

”

Fault description

We are working on your fault

Status

In-progress

Date reported

17/07/2023

Fault reference number

REP-13153025”

Thanks,

Malcolm

Re: Reduction in BB Speed

Debbie-TalkTalk — Mon, 17 Jul 2023 10:03:52 GMT

Hi Malcolm

Thanks for your reply.

The line test is clear. Is the new router connected at the test socket at the moment?

Re: Reduction in BB Speed

geordie_Mal — Mon, 17 Jul 2023 10:17:03 GMT

Hi Debbie,

yes it is

Thanks

Re: Reduction in BB Speed

Debbie-TalkTalk — Mon, 17 Jul 2023 10:22:28 GMT

Hi Malcolm

I'm just sending you a Private Message to confirm some details so I can check the predicted speed range for your line.

Thanks

Re: Reduction in BB Speed

geordie_Mal — Mon, 17 Jul 2023 10:41:04 GMT

Ok, all done

Re: Reduction in BB Speed

Debbie-TalkTalk — Mon, 17 Jul 2023 10:47:26 GMT

Hi Malcolm

I've replied to your Private Message.

Thanks

Re: Reduction in BB Speed

Debbie-TalkTalk — Mon, 17 Jul 2023 11:03:39 GMT

Hi Malcolm

Thanks for confirming your details. I've checked and the predicted range for your line is showing between 52.1 and 46.9mb, with a guaranteed speed of 42mb.

Your current sync speed is within the range for the line. If the connection remains stable and errors are low then DLM may start to increase the speed again.

Thanks

Re: Reduction in BB Speed

geordie_Mal — Mon, 17 Jul 2023 11:18:15 GMT

Hi Debbie, thanks for the help and at least the new router has fixed the wireless issue.

Bit disappointing about the speed as I used to keep an eye on the sync speed. It was always at the top end of expectations as I am pretty close to the cabinet.

I will get the old router posted off you you.

Thanks,

Malcolm

Re: Reduction in BB Speed

Debbie-TalkTalk — Mon, 17 Jul 2023 11:31:58 GMT

Hi Malcolm

The speed may start to increase again. I will check the connection stats again next week to see if DLM has made any further changes to your speed/profile.

Please can you keep the router powered up without being rebooted whilst DLM is monitoring the connection.

Thanks

Re: Reduction in BB Speed

geordie_Mal — Mon, 17 Jul 2023 12:22:39 GMT

Okie doke, thanks.

Re: Reduction in BB Speed

Debbie-TalkTalk — Mon, 17 Jul 2023 12:23:55 GMT

Hi Malcolm

No problem. I will post back on this thread again next week.

Re: Reduction in BB Speed

Debbie-TalkTalk — Mon, 24 Jul 2023 09:37:12 GMT

Hi Malcolm

I've checked the connection stats again this morning and I can see that the sync speed hasn't increased.

This may still increase over time if the connection remains stable and errors on the line are low.

Thanks

Re: Reduction in BB Speed

geordie_Mal — Mon, 24 Jul 2023 11:58:12 GMT

Hi Debbie, thanks for checking.

iOhave logged in to the router a number of times and it looks as though it’s settled at it’s current sync speed which is a little disappointing.
I used to check this occasionally and it was always 52-55Mbps as I am not very far from the cab. The lesser speed is a little disappointing especially when there (as far as I know) has not been any changes.

best regards,

Malcolm