topic Re: Speed dropping since contract renewal in Broadband

Speed dropping since contract renewal

niteninja1 — Sun, 24 Nov 2024 14:44:27 GMT

I pay for 150mb down.

was getting 120mb (so happy enough) down for around 18mnths

contract renewed and my speeds dropped to around 70mb down.

eventually had a openreach engineer come out who confirmed it was not a issue in the property and then reset the line at the cabinet which fixed it.

a month or so later speed dropped again.

spoke to someone on chat who after a hour or so managed to reset something on their end (i had to go into a lot of detail that the engineer confirmed it wasnt a issue in my property) which fixed it for another month or so.

problem has came back again. support insist on sending a engineer. Although both times ive booked apparently there has beena technical issue and the appointment never went through.
In the latest case they even confirmed on the day that the engineer was on the way and only moved from that statement after the arrival window ended.

Re: Speed dropping since contract renewal

KeithFrench — Sun, 24 Nov 2024 14:57:50 GMT

Have you tried turning the ONT off for at least 30 mins? If still slow, not knowing the make/model of the router that you are using, can you connect a wired device to the ONT in place of the router & do a speed test from there?

Re: Speed dropping since contract renewal

niteninja1 — Sun, 24 Nov 2024 15:51:46 GMT

Yep. Ive tried:

Ive done the 30mins reset steps.

replacing the router (i have a gfast modem) and running the speedtest on the router. Ive tried new ethernet cables.

as i say the openreach engineer has confirmed nothing within the property is the issue. It seems to be talktalk/openreach throttling the speeds as they can reset something on their end that fixes it.

i can directly tie the issues starting to the contract renewal time (i also note my minimum guaranteed download speed went from 120mb to 100mb)

Re: Speed dropping since contract renewal

KeithFrench — Sun, 24 Nov 2024 15:52:15 GMT

OK, thanks for that. I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture and then clicking on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Re: Speed dropping since contract renewal

Chris-TalkTalk — Mon, 25 Nov 2024 08:25:11 GMT

Hi niteninja1,

Can you please update your community profile to include your:

Name
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

Chris

Re: Speed dropping since contract renewal

niteninja1 — Mon, 25 Nov 2024 18:06:50 GMT

Hi this is done

Re: Speed dropping since contract renewal

Chris-TalkTalk — Tue, 26 Nov 2024 07:41:57 GMT

Thanks for that. Line test is passing but I can see that the sync speed is low. Are you experiencing any problems with your telephone service, any noise on the line?

Chris

Re: Speed dropping since contract renewal

niteninja1 — Tue, 26 Nov 2024 08:29:26 GMT

I’ve never actually had a landline phone plugged in and don’t own one.

i can say i very rarely see and drop outs with my broadband (as in I’ve had my 2 outages since moving here)

Re: Speed dropping since contract renewal

Chris-TalkTalk — Tue, 26 Nov 2024 08:53:15 GMT

OK thanks. To investigate further we will need to arrange another engineer visit. If you'd like us to do this please let us know and we'll confirm some details with you

Chris