topic Re: Router speed gradually declining in Fibre

Router speed gradually declining

EmmaJ6 — Sun, 27 Oct 2024 09:56:05 GMT

On 10 October the road next to us had a 6 hour internet outage and we had a brief disruption. Since then the speed on my FTTC connection has gone from a constant 36Mbps over the years I have had fibre broadband with several providers gradually down to 7Mbps and still reducing.
I was migrated from Shell and had always had brief drops in connection since I moved to them, so thought the router might be at fault but the situation has got worse with a new TalkTalk router. The speed doesn't fluctuate at peak times, it is gradually being turned down.
I have of course, phoned and chatted and wasted many hours going through the same questions whilst "support" agents rattle through their scripts without resolving anything. One "support" agent said 8Mbps was what I should be expecting, which is obviously incorrect when we have always had a constant 36Mbps with FFTC and 8Mbps would be only acceptable with a basic internet connection. TalkTalk's own dashboard shows that I was getting 39Mbps before the outage. It also shows the minimum acceptable speed as 0Mbps which is ludicrous.
Twice apparently engineers have rectified the fault but of course nothing changed. I have an engineer booked to come to the house but just wondered if anyone else has had this problem. Obviously I have checked the cables and restarted the router but have never had this problem before with any other provider. I suspect throttling/load balancing as more houses are being built in the immediate area so I assume capacity will have to be spread out but my neighbours are still on 30+Mbps.

REP-14852539 [ET-962498] REP-14885191

Re: Router speed gradually declining

Debbie-TalkTalk — Mon, 28 Oct 2024 07:41:17 GMT

Hi @EmmaJ6

I'm really sorry to hear this.

Please can you add your name and TalkTalk landline number to your Community Profile, we can then take a look at this for you.

Thanks

Debbie

Re: Router speed gradually declining

EmmaJ6 — Mon, 28 Oct 2024 07:55:32 GMT

Thank you for getting back to me Debbie. I have updated my profile.

Re: Router speed gradually declining

Debbie-TalkTalk — Mon, 28 Oct 2024 08:01:07 GMT

Morning @EmmaJ6

Thanks for updating your Community Profile 🙂

The line test has detected a potential fault. Can I just check, is the router connected at the test socket at the moment?

Re: Router speed gradually declining

EmmaJ6 — Mon, 28 Oct 2024 08:04:33 GMT

Hi Debbie, yes the TalkTalk router is connected to the FFTC socket at the moment

Re: Router speed gradually declining

Debbie-TalkTalk — Mon, 28 Oct 2024 08:09:49 GMT

Hi @EmmaJ6

Thanks for confirming. Did our Faults Team arrange a TT engineer with you?

Re: Router speed gradually declining

EmmaJ6 — Mon, 28 Oct 2024 08:12:50 GMT

Hi Debbie

Yes they did, but not for another week and I might not have any internet speed left by then!

Re: Router speed gradually declining

Debbie-TalkTalk — Mon, 28 Oct 2024 08:15:07 GMT

Hi @EmmaJ6

It's ok, thanks for confirming.

As you have migrated over from Shell we have a dedicated team who investigate these faults.

I will send you a Private Message with a link to contact the team directly.

Re: Router speed gradually declining

EmmaJ6 — Mon, 28 Oct 2024 08:26:20 GMT

Hi Debbie

I have contacted them that way several times and it takes ages! Can you escalate the engineer's visit please? I don't have the mental strength to go through all the standard questions each time and explaining the situation for the umpteenth time only to be transferred to another agent!!

Btw the TT dashboard is showing a speed of 8Mbps but when I do an internet speed test it shows up as under 2Mbps. Why the discrepancy? It used to tally.

Re: Router speed gradually declining

Debbie-TalkTalk — Mon, 28 Oct 2024 08:47:50 GMT

Hi @EmmaJ6

I have contacted the team and escalated this. I've requested that they contact you ASAP.

I've provided them with all the information and asked for them to cancel the TT engineer and arrange for this fault to be passed to Openreach.

Re: Router speed gradually declining

EmmaJ6 — Mon, 28 Oct 2024 08:59:03 GMT

Thank you for that Debbie

I have restarted my laptop, reset the router and am back to speeds of 8Mbps, but hopefully the engineer can find the fault and get the speed back up to a constant 36Mbps.

Re: Router speed gradually declining

Debbie-TalkTalk — Mon, 28 Oct 2024 09:19:34 GMT

Hi EmmaJ6

It's ok, please let me know when the team have made contact and how you get on.

Eventually we will be able to fully support Shell migrated customers on the Community too.

Re: Router speed gradually declining

EmmaJ6 — Wed, 30 Oct 2024 12:57:13 GMT

Hi Debbie

I have just messaged Chris - Openreach engineers have been up the pole over the road and have cut back a broken wire to good so that speeds are almost back to how they were pre 10 October, so🤞 all will be good 👍

Re: Router speed gradually declining

Karl-TalkTalk — Wed, 30 Oct 2024 12:58:46 GMT

That sounds really positive.

Monitor over the next few days to see how it goes, then we can check back with you to make sure everything is still working as it should.

Thanks

Karl.

Re: Router speed gradually declining

EmmaJ6 — Wed, 30 Oct 2024 13:00:09 GMT

👍

Re: Router speed gradually declining

Karl-TalkTalk — Wed, 30 Oct 2024 13:00:54 GMT

You're Welcome 🙂

Regards

Karl

Re: Router speed gradually declining

Karl-TalkTalk — Mon, 04 Nov 2024 08:20:16 GMT

Hi Emma

How has the connection been over the weekend ?

Thanks

Karl.