topic Re: Fibre 35 Speeds Dropping in Fibre

Fibre 35 Speeds Dropping

Eggbert — Sat, 17 Jun 2023 09:34:04 GMT

Good Morning,

I started to have issues with my Fibre connection from the last week in May 2023 where my connection started to drop off and my download speeds dropped to 30Mbps, upload speed stayed at 9.0Mbps.

This started to get worse and by the 3rd June where my speeds were now Download 24Mbps upload had dropped to 5.41Mbps.

Since getting fibre in July 2021 I have always had a good connection around 36Mbps and 9.3Mbps.

I had a chat with TalkTalk on the 3rd June, and went through a line test having plugged my router into the test socket. I was advice to have new router sent out.

I have received this router and returned the old one. The new router is connected into the test socket, it has resolved the disconnections but my Connection speeds have not improved they are Download 22.6Mbps and Upload 3.23Mbps. It has been connected for over 10 days now with no speed improvement.

I have also tried my own router but this also runs at the same speed.

Would it possible for you check my line to see if there is a problem with it and try to solve why my speeds have slowed down over the last month.

Thank you for your help.

The TalkTalk router is still in the test socket.

Re: Fibre 35 Speeds Dropping

KeithFrench — Sat, 17 Jun 2023 15:00:37 GMT

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. Please try to avoid posting on here until TalkTalk has responded to you, otherwise, this will just put you further down the queue.

Re: Fibre 35 Speeds Dropping

Anonymous — Mon, 19 Jun 2023 05:53:23 GMT

Morning,

I'm sorry to hear this and I will take a look now. I've run a test on the line which has detected a potential fault. Just to confirm, does your main socket have a test socket please? If it does then would it be possible to connect the microfilter and router directly at the test socket so we can re-run the line test again please in this set up?

Thanks

Re: Fibre 35 Speeds Dropping

Eggbert — Mon, 19 Jun 2023 07:45:25 GMT

Good morning

My router is plugged into the test socket with the micro filter ready for testing.

Regards

Re: Fibre 35 Speeds Dropping

Anonymous — Mon, 19 Jun 2023 07:52:39 GMT

Hello,

Thank you for confirming. I've re-run the line test again now which is still detecting the same fault. Are you experiencing any issues with the voice service such as noise on the line? If all testing has been completed at the test socket with 2 different routers then the next step will be to arrange an engineer visit to the property.

Thanks

Re: Fibre 35 Speeds Dropping

Eggbert — Mon, 19 Jun 2023 07:59:44 GMT

Hello

Thank you for quick response. There have been no issues with the voice service. I think it requires an engineer to visit. Can this be arranged for this Friday the 23rd?

Regards

Re: Fibre 35 Speeds Dropping

Chris-TalkTalk — Mon, 19 Jun 2023 09:07:21 GMT

Hi Eggbert,

If you'd like us to arrange the engineer visit can you confirm:

That you accept potential Engineers charges
Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.
Confirm your mobile number

I've also sent you a PM to confirm some other details

Thanks

Chris

Re: Fibre 35 Speeds Dropping

Eggbert — Mon, 19 Jun 2023 09:30:02 GMT

Hello

I have just replied to your email.

Regards

Re: Fibre 35 Speeds Dropping

Chris-TalkTalk — Mon, 19 Jun 2023 09:38:39 GMT

Sorry, did you reply to the PM?

Chris

Re: Fibre 35 Speeds Dropping

Eggbert — Mon, 19 Jun 2023 10:14:06 GMT

Hello Chris

How do I look at a PM and reply to it?

Regards

Re: Fibre 35 Speeds Dropping

Chris-TalkTalk — Mon, 19 Jun 2023 10:27:41 GMT

Just click on your avatar on the top right of your page, then on the envelope icon on the top right of the drop down menu

Chris

Re: Fibre 35 Speeds Dropping

Eggbert — Mon, 19 Jun 2023 10:36:02 GMT

I found the PM but it will not send a reply comes up with an error in the message

Regards

Re: Fibre 35 Speeds Dropping

Chris-TalkTalk — Mon, 19 Jun 2023 10:39:20 GMT

Do you have a preference for an AM or PM appointment?

Chris

Re: Fibre 35 Speeds Dropping

Eggbert — Mon, 19 Jun 2023 10:39:20 GMT

Hi Chris I have got there. Sent you a PM.

Regards

Re: Fibre 35 Speeds Dropping

Eggbert — Mon, 19 Jun 2023 10:40:25 GMT

No I don't.

Re: Fibre 35 Speeds Dropping

Chris-TalkTalk — Mon, 19 Jun 2023 10:41:26 GMT

OK, I'll book the engineer and get back to you with the details

Chris

Re: Fibre 35 Speeds Dropping

Eggbert — Mon, 19 Jun 2023 10:45:17 GMT

Thank you

Re: Fibre 35 Speeds Dropping

Chris-TalkTalk — Mon, 19 Jun 2023 11:01:31 GMT

Hi Eggbert,

I've sent you a PM requesting a little more information

Chris

Re: Fibre 35 Speeds Dropping

Eggbert — Mon, 19 Jun 2023 11:07:38 GMT

Sent info.

Re: Fibre 35 Speeds Dropping

Chris-TalkTalk — Mon, 19 Jun 2023 11:31:22 GMT

I've booked the appointment for June 23 2023, AM (8am - 1pm) - please let us know how you get on

Chris