topic Re: Router connected but speeds from 0-12mbps in Fibre

Router connected but speeds from 0-12mbps

Justaskin2 — Sat, 25 Jan 2025 10:15:26 GMT

Here's my issue. After a stormy night my broadband connection is terrible. Although the hub light remains white at all times, the speed varies between zero and around 12mbps. It hits zero around every 5-10 minutes or so. At that time any connected device reports no internet signal. If im streaming ITVX or iPlayer they just go into a permanent buffer or black screen. When the speed increases they start up again. Also my phone line is super crackly.

My normal speed is 20mbps and is rock solid.

I am using a Deco mesh system and the TT routers wifi is disabled. (I have tried disconnecting the mesh and using the router wifi but no change.) The complete system has been working flawlessly since I joined in November.

Run the line test which showed no fault. Went on chat. He ignored my repeated cry that it was not a wifi problem, but a line problem and they run through all the items on the list in front of them concluding with the agent resetting my router which he claimed had solved the problem and closed the case.

I have tried running another line test and get told I cant as there is an open case yet my dashboard shows case closed.

Who can I contact to speak to as I cant get to report the fault again.

Talk about frustrating.

Re: Router connected but speeds from 0-12mbps

KeithFrench — Sat, 25 Jan 2025 11:18:20 GMT

I assume that you are using the Sagemcom FAST5364 router? If you log into it & look in the initial dashboard area, what does that show the internet speed as? What is your guaranteed minimum download speed?

Re: Router connected but speeds from 0-12mbps

Justaskin2 — Sat, 25 Jan 2025 11:28:03 GMT

Yes using the TT router. Dashboard shows speed as between 9 and 12 mbps

Re: Router connected but speeds from 0-12mbps

Justaskin2 — Sat, 25 Jan 2025 11:39:09 GMT

Yes using the TT router. Dashboard shows speed as between 9 and 12 mbps

I cant remember the speed they promised, I believe it was 15 or 17 - rural area with overhead lines.

Re: Router connected but speeds from 0-12mbps

Justaskin2 — Sat, 25 Jan 2025 11:42:16 GMT

Blinkin internet is disrupting my efforts to reply!!

Just found minimum guaranteed speed 18 - max 22

Re: Router connected but speeds from 0-12mbps

KeithFrench — Sat, 25 Jan 2025 11:42:45 GMT

Have you tried moving the router with a new microfilter to the test socket behind the master socket's removable faceplate (if you have that design). If it is no better, then you have no option but to contact the Service Centre or wait for the support team on the Community to investigate this on Monday.

Re: Router connected but speeds from 0-12mbps

Justaskin2 — Sat, 25 Jan 2025 11:55:07 GMT

Thank you for replying. Not sure about socket. It's an open reach mk4 master socket 5C. it's got 2 plugs one with a picture of a phone and the other a picture of a router. Not using an additional micro filter. Its all exactly as the open reach engineer left it on installation.

My issue today is actually getting through to any support as the computer says no as I have an open case ( but I have not)

Re: Router connected but speeds from 0-12mbps

KeithFrench — Sat, 25 Jan 2025 13:01:19 GMT

Yes, I understand that, I am just trying to save you time if the fault is not on the line. It is the standard demarcation point between the TalkTalk network & what is your responsibility. Just undo the two screws on the lower front section & gently pull it out (there may be wires attached behind it). The test socket is behind that, because the faceplate is prefiltered, you must now use a microfilter to prove where the problem lies.

Re: Router connected but speeds from 0-12mbps

Justaskin2 — Sat, 25 Jan 2025 13:29:07 GMT

Thank you so much. I’ll have a look at the socket.

Re: Router connected but speeds from 0-12mbps

Justaskin2 — Sun, 26 Jan 2025 11:05:46 GMT

Found the test socket, still the same!

Re: Router connected but speeds from 0-12mbps

KeithFrench — Sun, 26 Jan 2025 13:12:15 GMT

OK, thanks for that, it is a definite TalkTalk issue then. I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

Re: Router connected but speeds from 0-12mbps

Justaskin2 — Sun, 26 Jan 2025 13:30:39 GMT

Thank you. I managed to eventually get on to chat and was lucky to get an agent who read and understood my issues. He did tests found a fault and referred my case to open reach who have logged a fault and will send an engineer.

Re: Router connected but speeds from 0-12mbps

Anonymous — Mon, 27 Jan 2025 08:52:20 GMT

Good morning,

I can see that the fault has been raised to Openreach for investigation and we'll monitor for updates from here for you.

Thanks

Michelle

Re: Router connected but speeds from 0-12mbps

Justaskin2 — Mon, 27 Jan 2025 10:57:08 GMT

Thank you

Re: Router connected but speeds from 0-12mbps

Anonymous — Mon, 27 Jan 2025 11:01:23 GMT

Hello,

No problem. No additional updates as yet but I'll re-check again first thing in the morning.

Thanks

Michelle

Re: Router connected but speeds from 0-12mbps

Anonymous — Tue, 28 Jan 2025 07:12:40 GMT

Morning,

An engineer has been issued this morning to check the fault externally so we should hopefully know more by this afternoon.

Thanks

Michelle

Re: Router connected but speeds from 0-12mbps

Justaskin2 — Tue, 28 Jan 2025 07:44:13 GMT

That’s brilliant thank you.
just checked router and currently connected at 8mbps so fingers crossed it’s fixable today.

Re: Router connected but speeds from 0-12mbps

Anonymous — Tue, 28 Jan 2025 07:50:54 GMT

Hello,

You're very welcome. Hopefully it won't take too long for the engineer to resolve. I'll speak to you again later on this afternoon.

Thanks

Michelle

Re: Router connected but speeds from 0-12mbps

Justaskin2 — Tue, 28 Jan 2025 09:29:54 GMT

Hi Michelle, engineer has phoned me reporting that it's fixed. He did say don't be alarmed if speed has not improved and to wait 7 days to see if it gets back to normal.

Upon checking the router the connected speed is 8.8 mbps so no better yet. As long as it doesn't keep cutting out.

One thing I have noticed is that the router current connection time keeps resetting to zero. I have not reset the router for two days now so thought it would say 2 days?

Maybe this is connected to the first agent I chat with who told me not to turn the router off regularly when I don't. ?

Re: Router connected but speeds from 0-12mbps

Anonymous — Tue, 28 Jan 2025 09:31:52 GMT

Hello again,

Thanks for letting me know. If the connection now remains stable then DLM should hopefully start to increase the speeds over the next 24-48hrs. I'll re-check your connection stats in the morning to see how they are looking.

Michelle