topic Re: Wildly fluctuating broadband speed in Broadband

Wildly fluctuating broadband speed

mackerel — Sat, 18 Jan 2025 15:29:53 GMT

My (not fibre) broadband is giving an unreliable and variable speeds. This is for my laptop as well as iphone 13. The download speed can change from 19mbps to ZERO mbps within minutes. Even when there is a claimed speed of 19 the refresh rate on Chrome is very slow. Attached are speedsd for the last 2 days.

Can anyone in Talktalk help?

Re: Wildly fluctuating broadband speed

Divsec — Sat, 18 Jan 2025 15:54:59 GMT

Hi @mackerel are we talking WiFi or ethernet, or both?

Have you tried a 30 minute reboot for your router?

Your post has been escalated but the TT team will not be in till Monday.

Re: Wildly fluctuating broadband speed

mackerel — Sun, 19 Jan 2025 10:20:00 GMT

Divsec - thanks for the response. It's wifi. I'm afraid I don't know what a 30 minute reboot is. Shame no TT team is in. Is it because no-one has any problems at the weekend? Mackerel

Re: Wildly fluctuating broadband speed

Gliwmaeden2 — Sun, 19 Jan 2025 10:22:19 GMT

@mackerel, it just means simply switch off the router at the power button for 30 minutes and then press that same button again to get going afterwards.

It's not a factory reset.

But does need to be 30 minutes minimum.

Re: Wildly fluctuating broadband speed

AllyM — Sun, 19 Jan 2025 10:54:14 GMT

It's not so much that nobody has any problems at the weekend @mackerel , just that this forum is not considered to be immediate, real-time support. Even during the week it may take staff a day or two to get to you depending on how busy they are.

If you need urgent support at the weekend phone support is available on Saturdays and live chat is available both Saturday and Sunday. All information including opening hours here: How to contact TalkTalk Broadband - TalkTalk Help & Support

Re: Wildly fluctuating broadband speed

Chris-TalkTalk — Mon, 20 Jan 2025 09:10:34 GMT

Hi Mackerel

How are you getting on, how has it been since your last post?

Chris

Re: Wildly fluctuating broadband speed

mackerel — Mon, 20 Jan 2025 13:34:12 GMT

Sorry for delay in replying - no internet. I'm taking this brief opportunity to reply. Thanks, Gliwmaeden2, for answer (which is what I guessed it might be, but it hasn't solved the problem.

Chris - no, it's still a problem (the same). I thought a windows update may have caused problems so I did a hard reboot of laptop and it connected briefly (ie, now). However, although it shows I'm connected, this is only theoretical as the speed figures show.

The same pattern applies on my iphone 13. So, the issue seems to be unreliable, disappearing, and fluctuating supply of the broadband connection. I dion't know if this connection will last and whether I will be able to see any responses.

Re: Wildly fluctuating broadband speed

mackerel — Mon, 20 Jan 2025 16:19:13 GMT

Chris - My wifi icon says that I am connected to the internet, but currently my download speed is zero (it only shows to hundredths so may be a dribble), which may allow this message to be sent. It's been 3 days now (been unable to contact earlier). Can you give me any answers from your end. The same problem exactly on my phone, so it doesn't seem to be a pc issue. Here are today's fluctuating speeds.

Re: Wildly fluctuating broadband speed

mackerel — Mon, 20 Jan 2025 16:31:09 GMT

AllyM - thanks for the suggestion, but I must be remarkably stupid as all I can ever find for any help is this community. The link you sent takes me here, and I can't find any way to directly contact (one to one) anybody for technical help. What am I missing? Please help me find the right people to talk to.

I guess the next step will be for an engineer to come out - not a Talktalk one, but an Openreach one, AND I'll have to agree to accept a charge. I'm not against being charged if I've done something wrong, but the Talktalk way is to not help unless you agree, and then charge you anyway. It's then up to you to try and get your money back.

Not happy.😖

Re: Wildly fluctuating broadband speed

mackerel — Mon, 20 Jan 2025 16:45:57 GMT

Now I don't have any phone connection either

Re: Wildly fluctuating broadband speed

Anonymous — Tue, 21 Jan 2025 07:19:52 GMT

Morning,

The sync speed looks very consistent. Can I just check, is it only the wireless speeds which are affected? Are the wired speeds ok if you run a few speed tests?

Michelle

Re: Wildly fluctuating broadband speed

mackerel — Tue, 21 Jan 2025 15:39:30 GMT

Michelle - I don't understand what you mean - I'm not sure I need to, but service has been reasonable this afternoon. What I would like to know is what the problem has been since 18th Jan. Do your records show this?

Re: Wildly fluctuating broadband speed

Anonymous — Wed, 22 Jan 2025 06:50:56 GMT

Hi mackerel,

Apologies for the confusion, I just meant are the speeds ok if you run a wired speed test (device connected via a ethernet cable) to see how the speeds compare as this would show if the slower speeds are related to the wireless connection only. The line test is clear and the sync speed does look very consistent. How have your speeds been since yesterday afternoon?

Thanks

Michelle

Re: Wildly fluctuating broadband speed

mackerel — Wed, 22 Jan 2025 15:58:35 GMT

Michelle - everything is wifi. I'm not using any cables. The situation sometimes seems ok but then downloads drop to zero, and then go back up to a good 19mbps. There is obviously something wrong as this effects TV, laptop, iphones in exactly the same way. Nothing else has changed but your service keeps failing. Recent speeds

Can you please do something to sort this out asap. I'm paying for a reliable service, so can you let me know what refunds you will be making.

Re: Wildly fluctuating broadband speed

Anonymous — Thu, 23 Jan 2025 06:45:45 GMT

Morning,

Have we recently replaced the router? If not then I think we should send a replacement router to see how this compares.

Our auto compensation policy is for total loss of service faults.

Thanks

Michelle

Re: Wildly fluctuating broadband speed

mackerel — Thu, 23 Jan 2025 13:30:26 GMT

Michelle - thanks, I look forward to getting new router. I would have thought that having no internet service is a total loss.

Re: Wildly fluctuating broadband speed

Gliwmaeden2 — Thu, 23 Jan 2025 13:58:55 GMT

The total loss of service would have to be sustained for a couple of days at a time at least, not intermittent drop outs, @mackerel.

Fuller examples are given here:

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

Re: Wildly fluctuating broadband speed

Debbie-TalkTalk — Thu, 23 Jan 2025 14:09:08 GMT

Hi @mackerel

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

Let us know how the connection compares with this router.

Thanks

Re: Wildly fluctuating broadband speed

mackerel — Fri, 07 Feb 2025 14:37:27 GMT

Debbie - I've had the new router a couple of weeks and things were ok to start, but we're back to the same problem. Speeds are on the attached sheet. Can Talktalk please get this fixed once and for all. As a bonus problem, if I try to change the password on the router the whole system stops working and I have to reset the router.

Re: Wildly fluctuating broadband speed

Anonymous — Mon, 10 Feb 2025 09:28:42 GMT

Morning,

I've re-run the line test now which is clear and the connection looks like it has started to stabilise since your last post. How is your connection at the moment?

Thanks

Michelle