topic Re: Fibre/WIFI Issues in Fibre

Fibre/WIFI Issues

freweyni — Wed, 07 Jun 2023 22:19:13 GMT

Hi,

I’ve been having issues with my fibre speed. My Broadband speed has decreased from a consistent 37mbps (max that my package provides) to 29mbps. This currently below my minimum speed guarantee of 31.9mbps. Although 29mbps should be plenty enough to watch videos online, I’ve been experiencing video stutter consistently via WIFI. I’m also experiencing unbearable lag while gaming via WIFI.

Having accessed your support page, the speed test confirmed the slower speed to my router (see Picture) and when attempting to run a connection test, a fault was picked up, but a line test weirdly found no issues at all. The reference number to this fault is REP-12959300.

For the past fortnight, I’ve tried numerous troubleshooting options such as turning off the router for 30 mins, resetting the router and even connecting my router directly to the test socket, but none seems have solved the issue.

I’ve also accessed my router panel and I’ve noticed changes on my xDSL stats. These include my maximum downstream reducing from about 47500kbps to 28563kbps as well as having zero noise margin on my downstream. Also weirdly, my actual downstream rate seems to be higher than my maximum rate. Is this even possible? I’ve attached a picture of this for you to see.

I would appreciate it if this can be looked into and resolved as soon possible. Thanks.

Re: Fibre/WIFI Issues

Divsec — Thu, 08 Jun 2023 04:17:44 GMT

Hi @freweyni your post has been escalated and you should hear during the day. Could you confirm that your router is usually connected and switched on?

Re: Fibre/WIFI Issues

Karl-TalkTalk — Thu, 08 Jun 2023 05:41:23 GMT

Can you check the home phone, is there any noise, crackling on the line etc ?

All tests are showing clear currently.

Thanks

Karl.

Re: Fibre/WIFI Issues

freweyni — Thu, 08 Jun 2023 17:26:00 GMT

Hi Karl,

I'm unfortunately unable to do this as I haven't owned or used a home phone in over a decade. We use the landline for broadband only.

Re: Fibre/WIFI Issues

freweyni — Thu, 08 Jun 2023 17:29:16 GMT

Hi Divsec,

I can confirm the router is always connected and switched on.

Re: Fibre/WIFI Issues

ferguson — Thu, 08 Jun 2023 17:38:00 GMT

Another useful thing to try would be if you can connect to the test socket, details here:

https://community.talktalk.co.uk/t5/Articles/Your-guide-to-main-phone-sockets/ta-p/2205432

Re: Fibre/WIFI Issues

freweyni — Thu, 08 Jun 2023 17:43:20 GMT

Hi Ferguson,

I appreciate the suggestion, but as stated in my initial post, i've already attempted this and has failed to resolve the issue.

Re: Fibre/WIFI Issues

ferguson — Thu, 08 Jun 2023 17:54:36 GMT

Ah, my bad, sorry I missed that.

Re: Fibre/WIFI Issues

Anonymous — Fri, 09 Jun 2023 05:10:03 GMT

Morning,

I'm sorry for the delay. I've run a test on the line now which is clear. Thanks for confirming that the router is connected to the test socket. Do you also have an alternative router that you can test with please?

Thanks

Re: Fibre/WIFI Issues

freweyni — Fri, 09 Jun 2023 11:48:08 GMT

Hi Michelle,

We don't have have any spare routers. Perhaps you can send out a replacement router to rule out our current router (FAST 5364) being the issue.

Re: Fibre/WIFI Issues

Debbie-TalkTalk — Fri, 09 Jun 2023 11:53:53 GMT

Hi freweyni

I've ordered a replacement router for testing, please allow 24-48hrs for this to arrive.

Let us know how the connection/speed compares.

Thanks

Debbie

Re: Fibre/WIFI Issues

freweyni — Fri, 09 Jun 2023 11:56:36 GMT

Hi Debbie,

Thanks, i'll keep you updated.

Re: Fibre/WIFI Issues

Debbie-TalkTalk — Fri, 09 Jun 2023 11:59:52 GMT

Hi freweyni

Thank you 🙂

Debbie

Re: Fibre/WIFI Issues

Anonymous — Mon, 12 Jun 2023 06:51:27 GMT

Morning,

How are you getting on?

Thanks

Re: Fibre/WIFI Issues

freweyni — Mon, 12 Jun 2023 12:07:27 GMT

Hi Michelle,

The router has yet to arrive. I've just tracked the parcel and should be delivered today in the afternoon. Once arrived, would you like me to plug the replacement router into the test socket or reattach the lower faceplate and connect through there.

Re: Fibre/WIFI Issues

Anonymous — Mon, 12 Jun 2023 12:15:06 GMT

Hello,

Thanks for confirming 🙂 If possible please can you connect the router at the test socket to begin with please.

Thanks

Re: Fibre/WIFI Issues

freweyni — Mon, 12 Jun 2023 12:19:52 GMT

Okay will do. I'll update you by tomorrow.

Re: Fibre/WIFI Issues

Anonymous — Mon, 12 Jun 2023 12:21:05 GMT

Hi,

Great, thank you 🙂

Re: Fibre/WIFI Issues

freweyni — Tue, 13 Jun 2023 21:32:13 GMT

Hi Michelle,

The router arrived yesterday and has now been online for over a day. The speed has worsened, but is probably due to the internet being disconnected due to troubleshooting attempts along with replacing the router yesterday. How long will it take for the internet to stabilise? I've attached DSL details below.DSL STATS

Re: Fibre/WIFI Issues

Karl-TalkTalk — Wed, 14 Jun 2023 05:14:27 GMT

we usually ask that the router is left connected for 48 hrs to see if the line will stabilise and DLM will change the profile.

Karl.