topic Re: connection speed in Broadband

connection speed

msh10 — Fri, 24 Oct 2025 09:28:54 GMT

For the past couple of months my connection speed is below what is expected (and guaranteed in my contract), each time I do a connection test it shows 29mbps download, when you look at the speed indicated in the router settings it is allays 30 mbps (this would usually vary when the router is reset), I have tried another router and and connection speed is exactly the same, this would suggest the line has been fixed at 30 mbps, what do I now do.

Re: connection speed

Divsec — Fri, 24 Oct 2025 09:46:01 GMT

Hi @msh10 have you tried a 30 minute reboot? This often improves things.

You don't mention your guaranteed speeds?

Your post has been escalated and you should hear soon

Re: connection speed

msh10 — Fri, 24 Oct 2025 09:48:31 GMT

Hi, yes had been left for a couple of hours unplugged and powered off, the guaranteed speed is 31 mbps but this has been consistently above 36 mbps in the past.

Re: connection speed

Mandisa-TT — Fri, 24 Oct 2025 10:27:18 GMT

Hi @msh10 you are querying your speed. I have gained access to your account and I do see that your speed as per your contract are as followed.

Estimated Peak Throughput Speed (Mbps)
Highest Download 37.6

Lowest Download 33.9

Minimum Guaranteed Download 30.5

Re: connection speed

msh10 — Fri, 24 Oct 2025 10:38:19 GMT

H, thank you for taking a look, but the talk talk service status speed test is constantly showing a download of 29 and the connection test shows an issue.

Re: connection speed

Mandisa-TT — Fri, 24 Oct 2025 10:40:18 GMT

I understand, I will be able to run checks on my end, are you at home to be able to proceed?

Re: connection speed

msh10 — Fri, 24 Oct 2025 10:41:04 GMT

Hi yes I'm at home now

Re: connection speed

Mandisa-TT — Fri, 24 Oct 2025 10:44:36 GMT

Great! 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: connection speed

msh10 — Fri, 24 Oct 2025 10:45:50 GMT

Hi, no non of those

Re: connection speed

Mandisa-TT — Fri, 24 Oct 2025 10:47:36 GMT

Will you (and anyone who lives with you) be able to contact emergency services while your services remain impacted?

Re: connection speed

msh10 — Fri, 24 Oct 2025 10:48:47 GMT

yes we can

Re: connection speed

Mandisa-TT — Fri, 24 Oct 2025 10:49:21 GMT

Thank you for confirming, Does the problem occur everywhere you try and use the WiFi, or just in certain parts of the house - for example upstairs, or outside the house?

Re: connection speed

msh10 — Fri, 24 Oct 2025 10:51:44 GMT

Hi the main issue is the speed into the property, it stays the same even with a different router, connected directly into the test port, and I have also used a wired connection with no change

Re: connection speed

Mandisa-TT — Fri, 24 Oct 2025 11:05:36 GMT

I understand, A line test is currently underway. This checks the equipment used to provide the broadband service to your home - including the exchange, cabinet and line equipment.

This can take up to 5 minutes to complete. I'll let you know if this test finds a fault, otherwise I'll continue with further checks.

Do you find that your internet cuts out whenever you make or receive phone calls from your landline?

Yes - BB Connection DOES Drop When Making/Receiving Calls
No - BB Connection DOES NOT Drop When Making/Receiving Calls
Don't Know / I don't use my landline for Telephone calls

Re: connection speed

msh10 — Fri, 24 Oct 2025 11:12:49 GMT

H, yes my wife has said that if the phone rings the connection drops

Re: connection speed

Mandisa-TT — Fri, 24 Oct 2025 11:19:02 GMT

Thank you so much, can you please check with her this happen always or sometimes?

Re: connection speed

msh10 — Fri, 24 Oct 2025 11:24:48 GMT

Hi, it is occasionally

Re: connection speed

Mandisa-TT — Fri, 24 Oct 2025 11:25:38 GMT

Do you regularly turn your broadband router off? For example, do you switch your router off at night?

Re: connection speed

msh10 — Fri, 24 Oct 2025 11:26:22 GMT

no it is left on

Re: connection speed

Mandisa-TT — Fri, 24 Oct 2025 11:27:30 GMT

Thank you, I can see you've had connection drops on the line - this will have impacted the devices you use, regardless of whether you use WiFi or a cable to connect.

I need to complete some checks with you to identify and fix the cause - looking at your setup and equipment - as our testing shows no issue with equipment outside your home.

While you haven't reported a dropping connection issue it's possible this is causing the problem you've experienced - so I'll need to work on fixing this first. I can then check if it also solves the problem you've reported.