topic Re: Service Status says fault but text says different! in Fibre

Service Status says fault but text says different!

jackieh2009 — Mon, 09 Oct 2023 11:53:57 GMT

Hi Guys,

Please can you have a look at my broadband connection?

My landline failed last Tuesday 3rd October and was repaired by Openreach on Thursday 5th but the broadband download speed is slower by a good 15% since the repair.

I did a line test on TT website. Service Status says there is a fault, but I’ve received a text that says if any further issues do this……..So I’m not sure if it is being treated as a new fault or not.

Would appreciate your help please 🙂.

Thanks,

Jackie

Re: Service Status says fault but text says different!

Karl-TalkTalk — Mon, 09 Oct 2023 12:41:43 GMT

All line tests are clear and the profile is set correctly.

Have you tried a 30 minute power down of the router to reset the session ?

Thanks

Karl.

Re: Service Status says fault but text says different!

jackieh2009 — Tue, 10 Oct 2023 14:13:36 GMT

Hi Karl,

I unplugged my router for over an hour. It has rebooted with the same slower download speed of 15+, instead of the 18+ it was before the landline failed.

Do you have any further ideas please, because at my low speeds, it makes quite a difference?

Thanks and regards,

Jackie

Re: Service Status says fault but text says different!

Chris-TalkTalk — Tue, 10 Oct 2023 14:23:27 GMT

Hi Jackie,

Is your router currently connected to the test socket?

Chris

Re: Service Status says fault but text says different!

jackieh2009 — Wed, 11 Oct 2023 12:23:13 GMT

Hi Chris,

If I plug the router into the test socket at the back of the NT5 there is no broadband at all.

Today the download speed has dropped to 6+ and then fell out all together. After plugging into the test socket and back into the NT5, I can now send you this message.

Could there be an intermittent fault on the landline?

So very annoying as was happy with 18+ before last week’s landline fault ☹️.

Please can you help?

Thanks,

Jackie

Re: Service Status says fault but text says different!

KeithFrench — Wed, 11 Oct 2023 12:30:01 GMT

HI @jackieh2009

If you get no broadband at all in the test socket, that would suggest to me that the NTE5 socket is wired incorrectly.

Re: Service Status says fault but text says different!

Chris-TalkTalk — Wed, 11 Oct 2023 12:49:09 GMT

Line test is passing and router is currently in sync at 18.1Mbps. How is the landline now, is there any noise on the line?

Chris

Re: Service Status says fault but text says different!

jackieh2009 — Wed, 11 Oct 2023 17:29:10 GMT

Hi Chris,

When I log into my router it says 15.9 download speed, not 18.1. How come we are getting different speeds please?

When I dial ‘1’ there is a low level hiss on the phone line.

When I log into Service Status there is still a fault showing.

I have attached a copy of my router home page and my Service Status.

Any help would be great as I fear the broadband may drop out again.

Thanks,

Jackie 🙂

Re: Service Status says fault but text says different!

Gliwmaeden2 — Wed, 11 Oct 2023 17:31:15 GMT

@jackieh2009, I have removed the second image as you were displaying your landline phone number for all the world to see.....!

Make sure that you have not included anything that could be used by a spammer or hacker in any information that you post on the open forum pages.

Re: Service Status says fault but text says different!

Chris-TalkTalk — Thu, 12 Oct 2023 07:19:48 GMT

Hi Jackie,

I've just run another line test, it's showing 15.1Mbps now so looks as though the speed has dropped again

I've run a telephone line test, it didn't pick up any issues

Could you just try switching the router off again for 30 minutes then switch back on and check to see if the speed has improved

Chris

Re: Service Status says fault but text says different!

jackieh2009 — Fri, 13 Oct 2023 07:25:55 GMT

Hi Gliwmaeden2,

Thank you for your help. In my haste to post I didn’t notice my phone number 🫢.

Regards,

Jackie 🙂

Re: Service Status says fault but text says different!

Chris-TalkTalk — Fri, 13 Oct 2023 07:44:22 GMT

Hi Jackie,

Did you switch the router off for 30 minutes again?

Chris

Re: Service Status says fault but text says different!

jackieh2009 — Wed, 18 Oct 2023 18:05:01 GMT

Hi Chris,

Sorry for the delay in answering your request. I just got caught up in other things.

Left the router off for several hours today. When I rebooted it I’m still only getting 15.6 download speed at the router. I also noticed that less devices are connected than normal too.

Is there any help you can offer me please?

Thanks and regards,

Jackie

Re: Service Status says fault but text says different!

Chris-TalkTalk — Thu, 19 Oct 2023 11:35:22 GMT

Hi Jackie,

Line test isn't picking up any issues and your current sync speed is above the guaranteed minimum so we can't really arrange an engineer visit for that as Openreach wouldn't see this a fault. The line test does show some reconnections yesterday though, did you restart/reconnect a few time?

Chris

Re: Service Status says fault but text says different!

jackieh2009 — Fri, 20 Oct 2023 07:36:05 GMT

Hi Chris,

Thank you for doing your best to help me.

I only switched the router off once yesterday. I would say from about 2:00pm until 5:00pm I think.

Thanks and regards,

Jackie

P.S. This morning I have less than 2 upload speed at the router. The speed issue seems to be getting worse ☹️.

Re: Service Status says fault but text says different!

Chris-TalkTalk — Fri, 20 Oct 2023 09:29:06 GMT

Hi Jackie,

I would see how the connection goes over the weekend, if the disconnections continue then we can arrange an engineer to investigate. Regarding the upstream speed, Openreach don't guarantee upstream speed but even so the current upstream sync speed is well above the bottom of the predicted range

Chris

Re: Service Status says fault but text says different!

jackieh2009 — Fri, 20 Oct 2023 13:20:36 GMT

Hi Chris,

Thank you for your help. Please will you take another look on Monday as you have suggested.

Thanks in advance,

Regards,

Jackie

Re: Service Status says fault but text says different!

Chris-TalkTalk — Fri, 20 Oct 2023 13:22:45 GMT

Hi Jackie,

Yes, no problem 🙂

Chris

Re: Service Status says fault but text says different!

jackieh2009 — Mon, 23 Oct 2023 06:34:05 GMT

Morning Chris,

Please can you check for disconnections as you suggested?

Thank you,

Jackie

Re: Service Status says fault but text says different!

Chris-TalkTalk — Mon, 23 Oct 2023 06:48:17 GMT

Morning Jackie,

Line test and authentication logs aren't showing any disconnections over the weekend. How has it been at your end?

Chris