topic Re: Speed dropped in Fibre

Speed dropped

plb46 — Sun, 13 Apr 2025 20:45:02 GMT

I reported a week or so ago with reference to my download speed dropping from 40 Mbs then down to 33 Mbs and now 29 Mbs. One of the team was looking into it as there seems there was a problem. However, we were unable to continue with the investigation due to the conversation being dropped.

Perhaps a team member can investigate this for me please.

Regards plb46

Re: Speed dropped

KeithFrench — Sun, 13 Apr 2025 20:51:59 GMT

Please can you elaborate by answering these few questions:-

1. What make/model of router do you have (if this is a TalkTalk router, these details will be on a label on the rear or underside of it)?
2. What package are you on?
3. If you log into the router, what speed is reported there (normally the initial dashboard area. If you are using an eero, in the app, tap on Home > Internet, what is the speed there?
4. If you have any wired connections, are they affected in the same way as wireless ones?

Re: Speed dropped

nomfezeko-TT — Mon, 14 Apr 2025 07:18:53 GMT

Hi there, @plb46, thank you so much for reaching out to us, we are so sorry you have contacted us about a problem with your services, we will get this checked for you. Please confirm you are currently home where the services are installed so we can look into this right away.

Thanks,

-Fez.

Re: Speed dropped

plb46 — Mon, 14 Apr 2025 07:48:01 GMT

Hi Fez,

Yes I am home where the service is installed

Regards

plb46

Re: Speed dropped

nomfezeko-TT — Mon, 14 Apr 2025 07:55:05 GMT

Thank you so much for getting back to us, we will need to run checks for you on your line and equipment, these checks will help us determine the main cause of the issue and a possible resolution to it. Will that be okay with you?

-Fez.

Re: Speed dropped

plb46 — Mon, 14 Apr 2025 08:00:23 GMT

Hi Fez,

Yes that is fine my router is showing a link rate of Kpbs 5999/24999 and a up time of 2 days.

plb46

Re: Speed dropped

angelique-TT — Mon, 14 Apr 2025 08:30:04 GMT

Do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector.

Re: Speed dropped

plb46 — Mon, 14 Apr 2025 08:33:03 GMT

Hi No we do not have any of those mentioned.

plb46

Re: Speed dropped

angelique-TT — Mon, 14 Apr 2025 08:34:29 GMT

Thank you for confirming. Does the problem occur everywhere you try and use the WiFi, or just in certain parts of the house - for example upstairs, or outside the house?

Re: Speed dropped

plb46 — Mon, 14 Apr 2025 08:44:46 GMT

Hi the signal is the same down stairs up stairs.

I ran a test this morning on my laptop using a ethernet connection to the router and WIFI using the Talktalk speed test.

28 mbs to the router and 23 to your device. ethernet connection.

28 mbs to the router and 23 to your device WIFI.

plb46

Re: Speed dropped

angelique-TT — Mon, 14 Apr 2025 08:50:27 GMT

Do you find that your internet cuts out whenever you make or receive phone calls from your landline?

Re: Speed dropped

plb46 — Mon, 14 Apr 2025 09:02:54 GMT

Hi no we have had no problems with internet cutting out when receiving or making calls.

plb46

Re: Speed dropped

angelique-TT — Mon, 14 Apr 2025 09:04:04 GMT

Thank you. Do you regularly turn your broadband router off? For example, do you switch your router off at night?

Re: Speed dropped

plb46 — Mon, 14 Apr 2025 09:10:03 GMT

No I do not turn the router off at all.

plb46

Re: Speed dropped

angelique-TT — Mon, 14 Apr 2025 09:10:06 GMT

I can see you've had connection drops on the line - this will have impacted the devices you use, regardless of whether you use WiFi or a cable to connect.

I need to complete some checks with you to identify and fix the cause - looking at your setup and equipment - as our testing shows no issue with equipment outside your home.

While you haven't reported a dropping connection issue it's possible this is causing the problem you've experienced - so I'll need to work on fixing this first. I can then check if it also solves the problem you've reported.

Re: Speed dropped

angelique-TT — Mon, 14 Apr 2025 09:11:29 GMT

Have there been any recent changes in your home that could have impacted your service?

For example - new or replacement equipment, building work on the premises or damage to any wiring in or around the home?

Re: Speed dropped

plb46 — Mon, 14 Apr 2025 09:17:44 GMT

No there have not been any changes to anything at all to my set up speed just dropped a week or so ago or so.

plb46

Re: Speed dropped

angelique-TT — Mon, 14 Apr 2025 09:19:59 GMT

A line test has not identified an issue outside your premises. As you've not made any changes before this issue started, the next step is to look at the router.

I'll guide you through the router checks - ensuring it's up to date and addressing any potential temporary issues that could have caused the connection drops.

If these steps don't resolve the issue then I'll look at other potential causes.

Re: Speed dropped

angelique-TT — Mon, 14 Apr 2025 09:20:40 GMT

I’m now going to try to remotely restart your router automatically. This should only take around 1-2 minutes to complete. If I’m unable to do this, I’ll advise you how you can restart it manually from your side.

Re: Speed dropped

plb46 — Mon, 14 Apr 2025 09:24:42 GMT