topic Re: Connection Drops and Slow Speeds in Fibre

Connection Drops and Slow Speeds

amiiegee — Wed, 04 Sep 2024 16:55:57 GMT

For the last few days I have had issues with complete loss of internet connection (router flashing amber) and slow speeds, the speeds i am getting to all devices are almost half of what i usually get / what i am supposed to be getting as per my contract. I used to get 70-75mbps now i am getting 30 and below sometimes as low as 2. I spoke to live chat who sent me a new router to try which I have had set up today but the issues are still the exact same as I was having with the old router. Any ideas of what my next steps could be? The wires etc that supply the connection haven’t been touched since before I moved here in 2017 so not sure if there quality is great?

Re: Connection Drops and Slow Speeds

Anonymous — Thu, 05 Sep 2024 05:51:27 GMT

Good morning,

I'm sorry to hear this. I've run a test on the line now which has detected a potential fault. Can I just confirm, are you experiencing any issues with the voice service such as noise on the line or no dial tone please?

Thanks

Michelle

Re: Connection Drops and Slow Speeds

amiiegee — Thu, 05 Sep 2024 08:08:21 GMT

Good Morning, Michelle.

Apologies but I don’t use the landline (never have) so I wouldn’t be able to check unfortunately. It’s currently got no internet connection which is the longest it’s been down. It’s really starting to concern me as i work from home and lose money if I can’t work due to things like internet.

Re: Connection Drops and Slow Speeds

Anonymous — Thu, 05 Sep 2024 08:22:39 GMT

Hello again,

Ok, no problem. I've raised this straight over to Openreach now to complete an external line investigation as the line test is still detecting a potential copper line fault. We'll check the fault in a few hours to see if we've received an update back.

Thanks

Michelle

Re: Connection Drops and Slow Speeds

amiiegee — Thu, 05 Sep 2024 08:24:59 GMT

Perfect, thank you Michelle. I look forward to hearing back- should i leave the new router connected for now?

Re: Connection Drops and Slow Speeds

Anonymous — Thu, 05 Sep 2024 08:28:14 GMT

Yes please. Hopefully it won't take Openreach too long to rectify the fault but we'll keep you updated.

Michelle 🙂

Re: Connection Drops and Slow Speeds

amiiegee — Thu, 05 Sep 2024 08:55:34 GMT

Will do! Fingers crossed because it’s a lot worse this morning than it had been the previous days and is costing me unpaid time off work 😞

Re: Connection Drops and Slow Speeds

Anonymous — Thu, 05 Sep 2024 09:00:30 GMT

I'm sorry to hear that and hopefully we'll know more soon.

Thanks

Michelle

Re: Connection Drops and Slow Speeds

amiiegee — Thu, 05 Sep 2024 11:04:28 GMT

Hi, just checking if there are any updates? It’s been offline now for some time / a dramatic decline since the previous days. I’m sorry to be a bother but I do rely on the connection

Re: Connection Drops and Slow Speeds

Anonymous — Thu, 05 Sep 2024 11:12:31 GMT

Good afternoon,

It's no bother at all, I understand. I've checked now and the last update we've received is that Openreach have received the fault. No additional updates as yet but I'll check again around 2pm. Apologies.

Michelle

Re: Connection Drops and Slow Speeds

amiiegee — Thu, 05 Sep 2024 11:23:25 GMT

Thank you! It’s gone from intermittent to non existent 🥲

Re: Connection Drops and Slow Speeds

Anonymous — Thu, 05 Sep 2024 13:30:23 GMT

Apologies, no additional updates since my last post. I'll check again first thing in the morning for you.

Michelle

Re: Connection Drops and Slow Speeds

amiiegee — Thu, 05 Sep 2024 13:33:03 GMT

No problem, Michelle. Thank you for checking 🙂

Re: Connection Drops and Slow Speeds

Debbie-TalkTalk — Fri, 06 Sep 2024 05:31:35 GMT

Hi amiiegee

This fault is still with Openreach. I will check this again later today.

Thanks

Debbie

Re: Connection Drops and Slow Speeds

amiiegee — Fri, 06 Sep 2024 10:04:24 GMT

Thank you! Just seen this. Anything since then?:)

Re: Connection Drops and Slow Speeds

Debbie-TalkTalk — Fri, 06 Sep 2024 10:18:01 GMT

Hi @amiiegee

Openreach have updated the fault ticket to say that the fault has been assigned to an engineer today.

I will check on this again later this afternoon.

Re: Connection Drops and Slow Speeds

amiiegee — Fri, 06 Sep 2024 11:00:40 GMT

Perfect. thank you debbie 🙂

Re: Connection Drops and Slow Speeds

Debbie-TalkTalk — Fri, 06 Sep 2024 12:54:00 GMT

HI @amiiegee

Openreach haven't updated the fault ticket as yet. Have Openreach made contact with you this afternoon or have you seen the engineer outside the property?

Re: Connection Drops and Slow Speeds

amiiegee — Fri, 06 Sep 2024 12:58:25 GMT

Hi.

I haven’t seen anybody on my end the only communication i’ve had from them was this text message yesterday morning.

With regards to the connection it was mostly steady throughout the evening but speeds were still half the amount o usually get, but today the connection is offline again

Re: Connection Drops and Slow Speeds

Debbie-TalkTalk — Fri, 06 Sep 2024 13:00:44 GMT

Hi @amiiegee

Thanks for your reply.

Openreach haven't closed the fault ticket so they will still be investigating/working on this fault.

As soon as they update the fault ticket then I will let you know.

Thanks again.