topic Re: Fibre35(ADSL) struggles to get 5mb this week used to get 10mb also drops out occasionally in Fibre

Fibre35(ADSL) struggles to get 5mb this week used to get 10mb also drops out occasionally

hughwpearce — Sun, 10 Dec 2023 19:58:38 GMT

Speed and stability of internet poor all this week was fine until then getting iplayer buffering and timeouts every half hour or so. I have not changed anything.

Only just reaches guarenteed download speed of 5.9mb half the time and upload guarentee of 0.4mb is 0.1-0.3mb after main tt bb speed tests.. TT say speed to router is 8-9MB

Some Webpages give connection lost error and then pop up after about 10-60 s or time out

Sometimes has gone as low as 1.5mb in speed test and have to reboot router to restore it back

Can the my 10Mb be restored and stability restored

Regards

Hugh

Re: Fibre35(ADSL) struggles to get 5mb this week used to get 10mb also drops out occasionally

Debbie-TalkTalk — Mon, 11 Dec 2023 07:57:58 GMT

Hi Hugh

I'm really sorry to hear this.

I've completed a line test and this is clear, no faults detected but I can see re connections on the line.

Which router do you have? Have you connected the router directly at the test socket?

Thanks

Debbie

Re: Fibre35(ADSL) struggles to get 5mb this week used to get 10mb also drops out occasionally

hughwpearce — Mon, 11 Dec 2023 08:50:23 GMT

Router is HG633

Have tried connecting to master socket with no difference.

My suspicion is this is caused by TT putting too many people sharing giving a poor contention ratio for cost cutting reasons ? and this why the service has become so poor

Re: Fibre35(ADSL) struggles to get 5mb this week used to get 10mb also drops out occasionally

hughwpearce — Mon, 11 Dec 2023 08:52:01 GMT

Router is HG633

Have tried connecting to master socket with no difference.

My suspicion is this is caused by TT putting too many people sharing giving a poor contention ratio for cost cutting reasons ? and this why the service has become so poor ?

Re: Fibre35(ADSL) struggles to get 5mb this week used to get 10mb also drops out occasionally

Debbie-TalkTalk — Mon, 11 Dec 2023 09:00:17 GMT

Hi Hugh

I think we should send a replacement router for testing, would you like me to arrange this?

Thanks

Re: Fibre35(ADSL) struggles to get 5mb this week used to get 10mb also drops out occasionally

hughwpearce — Mon, 11 Dec 2023 10:00:52 GMT

Thanks I could try a new router if you think that may help

I ran the speed checker 3 times this morning and get around 5mb/0.1mb which is below contracted minimum level of 5.9mb/0.4mb and the 10mb i used to get. Have you exhausted all other avenues of why this might be happening?

Regards

Hugh

Re: Fibre35(ADSL) struggles to get 5mb this week used to get 10mb also drops out occasionally

Debbie-TalkTalk — Mon, 11 Dec 2023 10:20:39 GMT

Hi Hugh

The replacement router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

Re: Fibre35(ADSL) struggles to get 5mb this week used to get 10mb also drops out occasionally

Debbie-TalkTalk — Wed, 13 Dec 2023 13:56:46 GMT

Hi Hugh

Have you received the replacement router?

Thanks

Debbie

Re: Fibre35(ADSL) struggles to get 5mb this week used to get 10mb also drops out occasionally

hughwpearce — Wed, 13 Dec 2023 17:14:10 GMT

Yes got router have just tried it and the speed to router is down to 6mb from 9mb last week and the download speed is now 2.5Mb which is half the speed of 5.9mb you guarentee in my contract with TT. I have repeated speed test with the old as well as new router and it still the same virtual unusable slow speed.

if you cannot fix the problem and rectify the speed back to where it should be in a timely manner, to contracted minimum levels what are my options ? as its currently unacceptable.

Regards

Hugh

Re: Fibre35(ADSL) struggles to get 5mb this week used to get 10mb also drops out occasionally

Chris-TalkTalk — Thu, 14 Dec 2023 08:13:21 GMT

Hi Hugh,

Could you leave the new router connected to the test socket for at least 48 hours and we'll see if the speed improves. If it doesn't then the next step will be to arrange an engineer visit to investigate further

Are you experiencing any problems with your telephone service, is there a dial tone? Any noise on the line?

Chris

Re: Fibre35(ADSL) struggles to get 5mb this week used to get 10mb also drops out occasionally

hughwpearce — Thu, 14 Dec 2023 09:45:25 GMT

Hi Chris

Telephone all ok. Never had problems with my kit or installation before except for a duff router i got replaced so I'm confident all is good here so that leaves the line from my house socket to the exchange back to your serves as the obvious cause of the problem.

I say this of many experiences of service problems over the last 20yrs when the service fails sometimes for days without explanation or degrades and in all those times it was never my equipment and was either a line damaged or dodgy connection on the junction box up the road that caused the problem.

I was also left without internet for a week a few years back, as were some others around here, that was never explained but mysteriously coincidently coincided with major upgrade work going on at the local telephone exchange.

I have also seen numerous reports over the years of other users that have had similar service problems that TT claim that they cannot locate after engineers have done a home visit and found no problem, that eventually either mysteriously go away or eventually find a fault at the exchange or on the line. For whatever reason It seems TT are either not aware or told of problems at the exchange possibly because of poor reporting and communication systems, or don't want admit to them as it's bad publicity.

I'll see if it settles over next 48hrs,

Re: Fibre35(ADSL) struggles to get 5mb this week used to get 10mb also drops out occasionally

Chris-TalkTalk — Thu, 14 Dec 2023 10:11:05 GMT

OK thanks, if you could bump the thread on Monday we'll take a look at the line history over the weekend

Chris

Re: Fibre35(ADSL) struggles to get 5mb this week used to get 10mb also drops out occasionally

hughwpearce — Fri, 29 Dec 2023 22:11:27 GMT

I'm am now getting 4mb with 5mb to router have spent 2hrs going through all the tests etc on tt site and speed is poorer than ever

Why has speed to router gone from 9 to 4mb over last few weeks as I understand this is under your control? and set by tt

It suspect I have been put on a slow connection due to increased contention ratio at the exchange and the line check does not check this can you investigate

Can this be given top priority as its been going on a month

Re: Fibre35(ADSL) struggles to get 5mb this week used to get 10mb also drops out occasionally

ferguson — Fri, 29 Dec 2023 22:37:36 GMT

Does your master socket have a test socket behind the faceplate and if so have you tried connecting there? Subject to that, do expect a few days delay before you get a response from the support team due to the weekend and holiday period.

Re: Fibre35(ADSL) struggles to get 5mb this week used to get 10mb also drops out occasionally

Chris-TalkTalk — Tue, 02 Jan 2024 08:23:21 GMT

Hi Hugh,

Is your router currently connected to your test socket as ferguson has asked (this is the socket under the master socket faceplate)? Your guide to main phone sockets - TalkTalk Help & Support

Chris

Re: Fibre35(ADSL) struggles to get 5mb this week used to get 10mb also drops out occasionally

hughwpearce — Tue, 02 Jan 2024 11:51:10 GMT

Tried master socket its a 5c unscrewed it connected direct no difference seems to be struggling to make 4mb lasts couple of weeks seem stable jus poor speed, heard that resetting and resynching the connection/line may help as the problem has to be something downline of the mastersocket on the line, junction boxes and at the exchange as tried everything suggested here and on the TT help and problem solving site here many times over and just keep getting the same results?

Re: Fibre35(ADSL) struggles to get 5mb this week used to get 10mb also drops out occasionally

Chris-TalkTalk — Tue, 02 Jan 2024 13:22:57 GMT

The line management system (DLM) has set a line profile that is restricting your speed. Could you leave the router connected to the test socket for 48 hours and we'll see if DLM moves to a faster profile

Chris

Re: Fibre35(ADSL) struggles to get 5mb this week used to get 10mb also drops out occasionally

hughwpearce — Tue, 02 Jan 2024 13:41:18 GMT

Thanks hopefully that will work

Re: Fibre35(ADSL) struggles to get 5mb this week used to get 10mb also drops out occasionally

Chris-TalkTalk — Tue, 02 Jan 2024 13:49:23 GMT

No problem.

Re: Fibre35(ADSL) struggles to get 5mb this week used to get 10mb also drops out occasionally

hughwpearce — Fri, 05 Jan 2024 12:03:38 GMT

Hello I'm afraid the internet is now doing about 2.3MB its crawling and bearly useable am struggling with time outs on website its so slow so whatever you have done has made it worse and shows the problem is due to something you are doing so it needs to be sorted. Please can I request you get your act together and sort this out as the situation is getting intolerable and simply not acceptable .

Please report back with what you are going to do to fix it as I am not happy