topic Re: VSDL Bandwidth keeps dropping in Broadband

VSDL Bandwidth keeps dropping

Andries — Sat, 19 Apr 2025 12:20:18 GMT

This I think my third time my bandwidth has dropped, now too 22 Mbps. I am tired of going to the helpdesk who are then follow a complete protocol checking my internal WiFi until they find out the problem is with the TalkTalk connection. Then in most cases nothing happens as I am diverted to yet another team and each time it takes me at least half a day.

Last time I raised this here and it was solved and my speeds was (shortlived) 33 Mbps (28 Mbps is the contracted value), 22 what I have now is on the edge if I work from home and my wife watches TV..
I attach the screenshot from the TalkTalk side showing it already one week below the contracted value and I hope they are able to solve this permanently so I don't have to complain every quarter.

Screenshot from TalkTalk website showing my BW is below 28 Mbps

Re: VSDL Bandwidth keeps dropping

Gliwmaeden2 — Sat, 19 Apr 2025 13:00:31 GMT

It looks like the chart is showing c 22Mbps as the guaranteed minimum, @Andries.

Did your most recent contract documentation show the higher figure?

Staff are not on here over weekends. I'll move this to the broadband section, as you have posted in the lounge area, where it might not reach staff at all.

Re: VSDL Bandwidth keeps dropping

Andries — Sat, 19 Apr 2025 14:48:16 GMT

No the guaranteed speed in my contract is 28 Mbps, reported the issue earlier this week on the chat but got referred from one department to another. This has. happened twice in the current contract period and usually take me half a day. I don't have the time and the issue is clearly on the side of TalkTalk. So I hope someone will look into this. I think they lower the threshold to prevent error messages, instead of resolving the issue. This is the current status and the attenuation of 17 dB is way too high.
Screenshot from my VSDL status today April 19th

But thanks for moving this to the right branch. Attached the relevant section from my contract, much appreciated.

Relevant screenshot from my contract

Re: VSDL Bandwidth keeps dropping

Karl-TalkTalk — Tue, 22 Apr 2025 07:14:26 GMT

I've reset DLM profile via Openreach, see if this helps.

Karl.

Re: VSDL Bandwidth keeps dropping

Andries — Wed, 23 Apr 2025 15:20:33 GMT

Hi Karl,

Did reply to your email but don't see my response here.

It did work perfectly my downloadspeed is now 33 Mbps which is great!

Do you have any idea why it keeps going down in a few weeks time and I need to get back to this panel to get it restored?

Many thanks,

André

Reading from my router 33 Mbps!

Re: VSDL Bandwidth keeps dropping

Karl-TalkTalk — Thu, 24 Apr 2025 06:41:03 GMT

Check your phone for any issues, noise on the line etc. Make sure you keep the router switched on so that DLM does not drop.

If the drops do continue, this may then require an engineer.

Thanks

Karl.

Re: VSDL Bandwidth keeps dropping

Gliwmaeden2 — Thu, 24 Apr 2025 08:19:31 GMT

@Andries, the notifications are from a No Reply address so staff don't receive them.

Always respond in the thread unless staff ask for a PM.

Re: VSDL Bandwidth keeps dropping

Andries — Thu, 14 Aug 2025 17:11:52 GMT

Hi Karl,

My bandwidth is dropping again. You reset worked for about 4 months! Can you try it again please?

Router reading at my VSDL

En TalkTalk reading (guaranteed speed 28 Mbps):
Screenshot of TalkTalk measurement

Re: VSDL Bandwidth keeps dropping

Gliwmaeden2 — Thu, 14 Aug 2025 18:43:38 GMT

@Andries, Karl-Talktalk no longer works here, but I'll re-escalate this thread for staff support.

Your speed results still show the broken line indicator for minimum guaranteed speed as c 22Mbps....

Not what you say it shows in the contract. It's worth getting that checked out as there shouldn't be a discrepancy.

That needs clarification from Talktalk, as it affects the trigger point for sending out engineers etc when speeds are frequently below the minimum guaranteed.

Re: VSDL Bandwidth keeps dropping

Mandisa-TT — Fri, 15 Aug 2025 07:07:18 GMT

Hi @Andries I will access your account and check this for you.

Re: VSDL Bandwidth keeps dropping

Mandisa-TT — Fri, 15 Aug 2025 07:25:35 GMT

@Andries I have gained access to your account and I do see that your speed is below minimum guaranteed I will be able to run checks on your line, please confirm if you are at home to proceed.

Re: VSDL Bandwidth keeps dropping

Andries — Fri, 15 Aug 2025 09:32:04 GMT

Unfortunately not at home... will be travelling but my wife is at home with poor internet.

This afternoon after 1:30 pm I'll be home until about 4 pm.

Re: VSDL Bandwidth keeps dropping

Andries — Fri, 15 Aug 2025 09:29:36 GMT

I think it's caused that I'm using a different router and your load balancing software doesn't work with that router type. So it goes up and then slowly decreases over time.

Re: VSDL Bandwidth keeps dropping

sabelo-TT — Fri, 15 Aug 2025 09:37:14 GMT

Thank you for this. If I may kindly ask, will the wife be able to get in touch with us since we will be checking on this matter, we will need to confirm minor details with the equipment and master socket.

Re: VSDL Bandwidth keeps dropping

Andries — Fri, 15 Aug 2025 12:22:22 GMT

I’m home now, will start traveling tomorrow

Re: VSDL Bandwidth keeps dropping

sabelo-TT — Fri, 15 Aug 2025 12:33:25 GMT

Thank you for this. Do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line? For example a care alarm, lifeline, health pendant or fall detector.

Re: VSDL Bandwidth keeps dropping

Andries — Fri, 15 Aug 2025 12:47:25 GMT

No, don’t have that

Re: VSDL Bandwidth keeps dropping

Andries — Fri, 15 Aug 2025 12:48:07 GMT

I will stay online now

Re: VSDL Bandwidth keeps dropping

sabelo-TT — Fri, 15 Aug 2025 12:50:51 GMT

Thank you for confirming to me. I will kindly ask for you to do the following for me to your router:

1) Switch your router on, if it isn't already.
2) Locate the reset pinhole button. This is usually on the back or side of your router.
3) Gently push a pin, a straightened paperclip or another appropriate item into the hole until you feel a click. Hold it for 30 seconds.
4) Any lights on the front of the router should turn off and come back on again.
5) Once your router has fully booted and any lights are on, you can reconnect your devices to your Wi-Fi.

Kindly confirm with feedback once done.

Re: VSDL Bandwidth keeps dropping

Andries — Fri, 15 Aug 2025 12:53:26 GMT

Doing it now (so will disappear)

But again it is not a TalkTalk router, but will reset