topic Re: 65 Mbps Broadband Service Has Slowed to 37Mbps in Broadband

65 Mbps Broadband Service Has Slowed to 37Mbps

SC489 — Thu, 17 Oct 2024 18:44:23 GMT

I have the 65Mbps broadband service via a copper cable into the house which contractually guarantees a minimum speed of 46.7 Mbps.

I was getting well over 55 Mbps until the past week but it has recently dropped to 37 Mbs. Nothing has changed inseide the house. Resetting the router and using a direct Ethernet link gives the same speed.

I spoke to TalkTalk Technical Support who ran various tests and claim there is no service issue up to the property.

Do these tests asses the quality of the copper cable connection from the cabinet and the overhead wire into my house which is not my responsibility? I might have to request a callout to solve the problem. Please confirm I am not responsible for poor connections up to and including the main phone socket inside the house so I should not be charged for such faults.

Re: 65 Mbps Broadband Service Has Slowed to 37Mbps

ferguson — Thu, 17 Oct 2024 18:56:56 GMT

Have you noticed any issues with your phoneline? Have you tried connecting at the test socket?

Re: 65 Mbps Broadband Service Has Slowed to 37Mbps

Anonymous — Fri, 18 Oct 2024 05:34:53 GMT

Morning,

Can you please update your community profile to include your:

Name
TalkTalk Telephone number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle

Re: 65 Mbps Broadband Service Has Slowed to 37Mbps

SC489 — Fri, 18 Oct 2024 06:09:24 GMT

Updated as requested. Turning the router off overnight did not improve the speed. I'll try another ADSL filter today.

The house has a very old BT socket (not NTE5). The router plugs straight into that socket via the inline ADSL filter with a short ADSL cable. I have no other phone extensions. The very old copper phone cable then goes from the Openreach socket outside the house, up the exterior wall then overhead to a telegraph pole about 15m from the house.

TalkTalk say the line connection test they do is fine but I don't see how this checks the quality of the copper cable connection between the Openreach socket in the house and whatever cabinet it then connects to.

I'll probably need an Openreach technician to visit and fix this problem which might need a new copper cable to be installed. I assume I won't be charged since there is nothing my side of the Openreach socket to cause a problem except the router which is TalkTalk's responsibility?

The speed has been fine until the last few weeks during which we have had some very wet weather which makes me suspect the copper cable connections outside the house.

Re: 65 Mbps Broadband Service Has Slowed to 37Mbps

Anonymous — Fri, 18 Oct 2024 06:14:34 GMT

Morning,

Thank you. I've run a test on the line now which is clear. Can I just confirm, have you ever tested with an alternative router?

Thanks

Michelle

Re: 65 Mbps Broadband Service Has Slowed to 37Mbps

SC489 — Fri, 18 Oct 2024 06:20:49 GMT

I don't have another router which is compatible with the 65Mbs service. The current router is a Zyxel DX3301-T0 router supplied a year ago by Shell Broadband.

I could try whatever router you now supply (at no charge) but the Zyxel router supplied by Shell was fine until a few weeks ago.

Does your line test check the quality of the signal via the old copper cable into the house or just to the nearest cabinet?

Re: 65 Mbps Broadband Service Has Slowed to 37Mbps

Anonymous — Fri, 18 Oct 2024 06:34:01 GMT

Hi,

Ok I see, thanks for confirming. We've been advised that to get the help you need please give the dedicated Shell Migration team a call on 0345 172 0088, they'll be able to help.

Thanks

Michelle

Re: 65 Mbps Broadband Service Has Slowed to 37Mbps

SC489 — Fri, 18 Oct 2024 06:50:38 GMT

Please confirm what your line test actually tests. Does it measure the quality of the copper cable connection between the Openreach socket in the house and whatever cabinet it connects to?

Re: 65 Mbps Broadband Service Has Slowed to 37Mbps

Debbie-TalkTalk — Fri, 18 Oct 2024 06:54:21 GMT

Hi @SC489

Apologies, the line test checks the copper line and also equipment connected to the line (for any potential faults)

We can't provide support on the Community at the moment for customers who have migrated over from Shell as we have a designated team for this.

If you give the team a call then they can take a look at this for you.

Re: 65 Mbps Broadband Service Has Slowed to 37Mbps

SC489 — Fri, 18 Oct 2024 07:26:08 GMT

Can you check Openreach have not incorrectly placed a lower speed limit on my connection? This happened once before under my Shell contract and was fixed at the exchange end.

Re: 65 Mbps Broadband Service Has Slowed to 37Mbps

Debbie-TalkTalk — Fri, 18 Oct 2024 07:27:32 GMT

Hi @SC489

Our Shell migration team can check this and confirm.

Re: 65 Mbps Broadband Service Has Slowed to 37Mbps

SC489 — Fri, 18 Oct 2024 07:35:10 GMT

Is 0345 172 0088 the right number for the Shell Migration Team since that is the usual number for TalkTalk?

Re: 65 Mbps Broadband Service Has Slowed to 37Mbps

Debbie-TalkTalk — Fri, 18 Oct 2024 07:40:59 GMT

Hi @SC489

The contact number is 0345 1720088.

I've checked and when you type in your account number (on the phone option) it should direct your call to the Shell migration team.

Thanks

Debbie

Re: 65 Mbps Broadband Service Has Slowed to 37Mbps

Gliwmaeden2 — Fri, 18 Oct 2024 07:46:51 GMT

@SC489, they will be open from 9am.

Re: 65 Mbps Broadband Service Has Slowed to 37Mbps

SC489 — Fri, 18 Oct 2024 13:03:13 GMT

I've now reported the problem as a complaint via email at concerns@talktalk.com which includes photos showing all the wiring possibly at fault belongs to Openreach or is an issue at the exchange.

This is definitely a problem for TalkTalk / Openreach to fix since none of the equipment or wiring involved is my responsibility.

I won't reply to your feedback form until I see how you handle my complaint from now on.

Note I now have a new contract with TalkTalk taken out in August so Shell no longer have any involvement.

Re: 65 Mbps Broadband Service Has Slowed to 37Mbps

Karl-TalkTalk — Fri, 18 Oct 2024 13:07:07 GMT

If an engineer is required to resolve this, out Migration Team can arrange this. You will need to contact the migration Team directly to progress with this issue. We currently cannot assist with issues affecting migrated shell customers via this community at this point in time, but do hope to be able to assist at some point i the future.

Thanks

Karl.

Re: 65 Mbps Broadband Service Has Slowed to 37Mbps

SC489 — Fri, 18 Oct 2024 13:09:02 GMT

I am now a direct TalkTalk customer not a migrated Shell Customer. I expect TalkTalk to act on the email just sent.

Re: 65 Mbps Broadband Service Has Slowed to 37Mbps

Karl-TalkTalk — Fri, 18 Oct 2024 13:12:54 GMT

Our complaint teams will pick up the email you have sent, however as you have recently migrated from Shell to TalkTalk , we hereon the Community are not yet allowed to deal with your issue, and to progress towards an engineer for your issue, you will need to deal with our Migrations Team directly.

Thanks

Karl.

Re: 65 Mbps Broadband Service Has Slowed to 37Mbps

SC489 — Mon, 21 Oct 2024 16:03:44 GMT

I have made complaint CMP-769887 regarding this problem. I received a text message about checking the line and running further tests. This has already been done including a factory reset of the router on 17 October as TalkTalk knows.

My complaint requested TalkTalk to do the following:

1. Confirm with Openreach that the correct connections and configuration for my contracted package (Fibre 65) have been implemented. Note I had a similar low speed problem last year limiting the speed to 37 Mbps which turned out to be a configuration problem by Openreach.
2. Investigate the line connection and socket at my property which is the responsibility of Openreach at the expense of TalkTalk / Openreach.

Please ensure your staff complete the above actions since the issue is highly likely to be due to a problem with the Openreach configuration of my account or their phone line. There is nothing my side of the original BT master socket except TalkTalk's router to explain the poor speed.

TalkTalk remain in beach of contract until the low download speed is improved to at least the minimum contracted sped of 46.7Mbps.

Re: 65 Mbps Broadband Service Has Slowed to 37Mbps

Anonymous — Tue, 22 Oct 2024 06:05:30 GMT

Morning,

Once a complaint has been raised then you'll be contacted by the team to resolve this for you.

Thanks

Michelle