topic Re: G.Fast speeds way below minimum in Fibre

G.Fast speeds way below minimum

ultim8um — Tue, 15 Aug 2023 16:30:01 GMT

Haven't really spotted it until now but our download speed has plummeted. Over the last few weeks I thought the speed I was downloading files at seemed a bit rubbish but as everything worked I didn't think too much of it. We came back off holiday last week and it was awful (rebooted everythingg as it was so bad, no change). I suspect there is a connection issue on the copper line outside my home as nothing has changed here and the speed has clearly been degrading over weeks or months (maybe water ingress to a junction box?).

A couple of automatic faults have been logged (REP-13270618 is the current one) but as I am unsure if this will resolve anything, I am logging it here too. Minimum guaranteed speed on our line is 102MB and today a line test came back at 12Mb 😞 Happy to do some tests if needed but as I said previously, I strongly suspect Openreaches copper (especially as the installation engineer told me the cables in the ducts are in a right state!).

Re: G.Fast speeds way below minimum

Chris-TalkTalk — Wed, 16 Aug 2023 06:44:29 GMT

Hi ultim8um,

I'm sorry to hear that your speed has dropped. Can you switch your modem and router off and leave them off for at least 30 minutes, then switch back on and retest. Please let us know how you get on

Chris

Re: G.Fast speeds way below minimum

ultim8um — Wed, 16 Aug 2023 07:56:13 GMT

@Chris-TalkTalk Turned off for circa 35 minutes but it doesn't appear to have made a difference, speed seems to be dropping further (6.99Mbps from the router).

Re: G.Fast speeds way below minimum

Chris-TalkTalk — Wed, 16 Aug 2023 08:11:32 GMT

OK, thanks for trying. Are you experiencing any problems with you telephone service, any noise on the line?

Chris

Re: G.Fast speeds way below minimum

ultim8um — Wed, 16 Aug 2023 10:44:07 GMT

@Chris-TalkTalk hard to say really as we never use it! I have just rung my own mobile from it and apart from a little crackle at the dial tone, it seemed OK...

Re: G.Fast speeds way below minimum

Chris-TalkTalk — Wed, 16 Aug 2023 11:39:00 GMT

OK thanks. Is the modem currently connected to your test socket?

Chris

Re: G.Fast speeds way below minimum

ultim8um — Wed, 16 Aug 2023 12:08:27 GMT

@Chris-TalkTalk

It wasn't but I have now unplugged the phone and hooked the G.Fast modem to the test socket.

Re: G.Fast speeds way below minimum

Chris-TalkTalk — Wed, 16 Aug 2023 12:11:10 GMT

OK, I'll just run another line test

Chris

Re: G.Fast speeds way below minimum

ultim8um — Wed, 16 Aug 2023 12:36:27 GMT

@Chris-TalkTalk

Apologies but without the faceplate in site I get nothing from the modem (do I need an old style ADSL micro-filter???) I have plugged the phone back in and have tested the dial tone (present) but there does appear to be a lot of clicking in the background? I have tried the modem cable with the contacts up btw (not that it appears to make any difference but that is where the centre contacts appear to be).

Re: G.Fast speeds way below minimum

Chris-TalkTalk — Wed, 16 Aug 2023 12:42:00 GMT

Yes you would need to connect the modem with a micro-filter. How many telephone sockets do you have in your home?

Chris

Re: G.Fast speeds way below minimum

ultim8um — Wed, 16 Aug 2023 12:49:06 GMT

@Chris-TalkTalk

Not sure we still have any floating around tbh 😞

Checked the last TalkTalk box (we are using our own mesh router) and there wasn't one included but I think I may have been sent another one years ago that we similarly didn't use so will try to find that... We only have one socket in the house.

Re: G.Fast speeds way below minimum

Anonymous — Wed, 16 Aug 2023 12:52:26 GMT

Hello,

Would you like us to send a microfilter for testing purposes to rule this out?

Thanks

Re: G.Fast speeds way below minimum

ultim8um — Wed, 16 Aug 2023 13:06:03 GMT

@Anonymous

@Chris-TalkTalk

By all means although I have thought of a way around it if I can find a short BT style extension lead as I have still got the original BT faceplate splitter from my ADSL days (just dug it out). I will go and check my shed as I used to hoard stuff like this as an IT contractor 🙂

Thanks!

Re: G.Fast speeds way below minimum

ultim8um — Wed, 16 Aug 2023 13:15:20 GMT

Shed to the rescue, found a new one in a box haha, looks like my DSL sync is happening as I send this

Re: G.Fast speeds way below minimum

Chris-TalkTalk — Wed, 16 Aug 2023 13:16:15 GMT

OK, I'll run another line test

Chris

Re: G.Fast speeds way below minimum

Chris-TalkTalk — Wed, 16 Aug 2023 13:21:28 GMT

Speed is still low, would you like us to arrange an engineer visit to investigate further?

Chris

Re: G.Fast speeds way below minimum

ultim8um — Wed, 16 Aug 2023 13:29:59 GMT

@Chris-TalkTalk Yes please 🙂

I can be in most days as long as I know in advance (although later in the week is better if it makes any difference).

Many thanks,

Chris

Re: G.Fast speeds way below minimum

Chris-TalkTalk — Wed, 16 Aug 2023 13:32:28 GMT

OK, if you'd like us to book 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: G.Fast speeds way below minimum

ultim8um — Thu, 17 Aug 2023 15:04:36 GMT

@Chris-TalkTalk

I will put it here as well as in the PM, Engineer charges will be accepted (although I would be genuinely amazed if they can find a reason to charge me). Best days / Times for a visit would be Wednesday - Friday all day usually. Could do other days with enough notice (Monday is probably a no no). Mobile number is in the PM.

Re: G.Fast speeds way below minimum

ultim8um — Fri, 18 Aug 2023 15:41:13 GMT

@Chris-TalkTalk

We have just spent an age using the online chat to try and get an engineer visit and instead the person on chat (adrian) has tripped off a line optimisation as apparently the existing ticket has expired (had to run through the have you rebooted everything, left it off, tried the test socket etc etc all over again). Now as far as I can tell this is about 99.9% unlikely to fix an actual line fault but leaves us stuck waiting 10 days (which I am pretty sure is nonsense for VDSL / G.Fast but does apply to ADSL?)... How do I get you to speak to my wife who is the account holder and confirm that she is more than happy to accept the openreach charge if it turns out to be our equipment causing the issue (because clearly going through the live chat was a mistake!).