topic Re: Slower download speed after renewing contract in Broadband

Slower download speed after renewing contract

notgeo — Wed, 10 Jul 2024 20:56:01 GMT

Hi there,

I was a Fibre 900 data only customer for my initial contract with TalkTalk and my contract was due to expire on the 16th of July. I called in today and renewed my contract for another 18 months, however after the phone call I've noticed my download/upload's dropped to about 10% of the speeds I should be getting.

Obviously I should be getting around 940mbps (about 850 mbps at the lowest at my location) however it's currently hovering at about 92.45mbps according to Ookla and the TalkTalk speed test.

Confused as to what happened. Is this just the transition period for my contract? Or...? Because as I said, I renewed my contract. It's the same package, same speed. Not sure why it's suddenly dropped to 10% of the speed I'm supposed to be getting.

Even if it IS the transition period - My initial contract was set to end on the 16th of July, surely they can just keep my speeds as is until it all goes through.

I've already tried restarting my PC and the router,

Re: Slower download speed after renewing contract

Gliwmaeden2 — Wed, 10 Jul 2024 21:27:28 GMT

The new contract starts from today, @notgeo - it's a bit like changing tariffs within an energy company, not like simply renewing insurance from a future start date.

Leave your router and ONT off for at least 30 minutes. Then restart, and it may recover speeds with a new session at the exchange.

Staff will follow up during the day.

Re: Slower download speed after renewing contract

Debbie-TalkTalk — Thu, 11 Jul 2024 06:01:24 GMT

Hi notgeo

Sorry for the delay.

Did you power down the ONT and router for 30 minutes, has the speed increased?

Re: Slower download speed after renewing contract

notgeo — Thu, 11 Jul 2024 19:22:19 GMT

Hi, I've turned them both off for 30 minutes and after turning them back on the speed is still only 85mbps

Re: Slower download speed after renewing contract

Karl-TalkTalk — Fri, 12 Jul 2024 06:29:13 GMT

Can you connect your device wires direct to the ONT, bypassing any router, and see if the speeds are low at this point.

Also, the ethernet Cable from the ONT To your router or first device, have you ever changed this ?

Check the cable and make sure it is Cat5e or higher. If it is a standard Cat5 Cable, these only support speeds upto 100mb. so the wrong cable can slow things down. Had a similar issue last week and speeds returned when the customer swapped the cable.

Thanks

Karl.

Re: Slower download speed after renewing contract

notgeo — Mon, 15 Jul 2024 10:24:17 GMT

Hi, so I'd like to preface this with the fact that my ONT's got a "GPON", "POWER" and "ETHERNET" slot. So, I plugged my ethernet cable into the ethernet slot after unplugging the red tipped white ethernet cable that goes from the ONT to my router.

I ran the speedtest again and I'm yet again getting the same low speeds of around 94-95mbps.

And to answer your question regarding that red tipped white ethernet cable, no I've never replaced or touched that cable up until now when I swapped the ONT plug for my router's ethernet cable. So no, it's still the original one.

Prior to redoing my contract with TalkTalk, I hadn't touched the setup at all, and prior to the renewal I was getting speeds of 940mbps+ just fine. So it's got to be something on their end.

Re: Slower download speed after renewing contract

Chris-TalkTalk — Mon, 15 Jul 2024 11:14:51 GMT

Hi notgeo,

Could I just ask which router you have?

Chris

Re: Slower download speed after renewing contract

notgeo — Mon, 15 Jul 2024 11:29:33 GMT

I think it's called the Wifi Hub 2 super router?

Re: Slower download speed after renewing contract

notgeo — Mon, 15 Jul 2024 12:06:37 GMT

I contacted live chat and they got me to reset the router with a pin, reset my router to factory settings, nothing's working. It's still giving me speeds of about 94mbps. It's really annoying because like I've said, prior to renewing my contract I was getting perfect speeds of 950mbps+ and I haven't touched anything since. So there's no reason for things to suddenly stop working. This has been going on for a week now so I'm just lost

Re: Slower download speed after renewing contract

Chris-TalkTalk — Mon, 15 Jul 2024 12:08:45 GMT

OK thanks. Just to confirm, you say that the speeds were OK before you changed contract, did you check the speed just before changing contract? Is there a possibility that the speed has dropped prior to changing contract but you didn't notice it?

Chris

Re: Slower download speed after renewing contract

notgeo — Mon, 15 Jul 2024 12:12:33 GMT

Yeah I used ookla to do a speedtest to see what my speeds were and it was hitting 940-950mpbs consistently. I made the phone call to renew my contract (the same one I had) with a representitive, and it's just been giving me 10% of those speeds ever since. I initially didn't notice until I was downloading something through Steam, I saw the sudden dip in speeds so I went and did a speed test and subsequently made this post.

Re: Slower download speed after renewing contract

Chris-TalkTalk — Mon, 15 Jul 2024 13:28:35 GMT

OK thanks. I'd would like to try to change your line profile to see if it makes any difference to your speed, is it OK to do this now, you may be without service for a few minutes?

Chris

Re: Slower download speed after renewing contract

notgeo — Mon, 15 Jul 2024 13:33:20 GMT

Yeah that's fine

Re: Slower download speed after renewing contract

Chris-TalkTalk — Mon, 15 Jul 2024 14:03:35 GMT

OK, I'll change your profile now

Chris

Re: Slower download speed after renewing contract

notgeo — Mon, 15 Jul 2024 16:36:11 GMT

Hi, I noticed you did it and I'm sorry to report it's still at those low speeds.

Re: Slower download speed after renewing contract

Anonymous — Tue, 16 Jul 2024 06:42:53 GMT

Morning,

I'm sorry to hear this. I've passed this straight over to our Faults Escalation Team now and I'll post back here as soon as they respond. It's possible that the team may also contact you directly.

Thanks

Michelle

Re: Slower download speed after renewing contract

notgeo — Thu, 18 Jul 2024 16:40:35 GMT

Hi, so they contacted me and had me swap out the Wifi Hub 2 super router for the eero I received and once I set it up it tells me i'm getting download speeds of around 939mbps which is perfect.

However, when I actually carry out a speedtest on my PC (which is now connected via ethernet cable to the new eero modem) I'm still getting the same slow speeds of only 94mbps.

Re: Slower download speed after renewing contract

Anonymous — Fri, 19 Jul 2024 05:14:57 GMT

Morning,

Thank you for the update. What speeds do you see if you run another speed test on a different device to the PC?

Thanks

Michelle

Re: Slower download speed after renewing contract

notgeo — Fri, 19 Jul 2024 05:20:00 GMT

I just ran it on my phone and it gave me 347mbps.

And when I run the speed test through the eero app it says 942mbps, yet that speed isn’t mirrored on my PC even though I’m connected via Ethernet with the same cable I used before when I was in fact getting those speeds

Re: Slower download speed after renewing contract

Debbie-TalkTalk — Fri, 19 Jul 2024 07:45:49 GMT

Hello,

Thanks for trying this. Do you know what speeds the PC is capable of receiving as this can vary between different devices?

Debbie