topic Re: Upload speed dropping gradually from 17.5 mb to under 10mb. in Fibre

Upload speed dropping gradually from 17.5 mb to under 10mb.

sajid — Fri, 17 Oct 2025 14:19:26 GMT

Hello I would like raise an issue with my upload speed which has been dropping gradually over time, from 17.5mb to under 10mb download speed has increased by a good 10mbps.

Im currently plugged into the test socket and there is no internal wiring, phone line is clear.

Using the Huawei Wifi hub black, is there a chance that a remote DLM reset could fix the issue?

Re: Upload speed dropping gradually from 17.5 mb to under 10mb.

Divsec — Fri, 17 Oct 2025 15:44:24 GMT

Hi @sajid have you tried a 30 minute reboot of your router? This frequently cause DLM to reevaluate your line?

Re: Upload speed dropping gradually from 17.5 mb to under 10mb.

nambuso-TT — Fri, 17 Oct 2025 16:33:50 GMT

Hi there @sajid I am very sorry to hear this. I will need to run checks for you to determine the cause of the issue. Please confirm if you are messaging us from home.

Re: Upload speed dropping gradually from 17.5 mb to under 10mb.

sajid — Fri, 17 Oct 2025 20:34:16 GMT

Yes I'm messaging from home and, I have tried a 30 minute reboot to refresh the connection.

Can I get an OCE to deal with this please? Or send me out a new wifi hub 3 for testing purposes please? as the router I have is old and no longer gets firmware updates, I have been complaining about my speed and connection for a little while and all Talktalk seem to do is send me around in circles by running tests and asking pointless questions on the forum it's rather annoying. The next step is for me to go through a complaints process as I'm paying for a service that isn't fit for purpose! Disconnections, varying download and upload speeds, please get it fixed!

Re: Upload speed dropping gradually from 17.5 mb to under 10mb.

ferguson — Fri, 17 Oct 2025 20:52:55 GMT

You must have been here for a while if you still refer to the OCE! They don't use that title anymore, they are known as the Support Team now. As in previous times though they are only online Monday to Friday, so you will need to wait until next week for a further response.

Re: Upload speed dropping gradually from 17.5 mb to under 10mb.

Gliwmaeden2 — Fri, 17 Oct 2025 20:54:55 GMT

@sajid, @nambuso-TT and colleagues are the equivalent support team to the previous OCEs (that hadn't been called that since quite some time before they left earlier this year).

Like the old team, they are not on here at weekends, so the issue cannot be followed up through the forum staff before Monday.

Chat support is available over the weekend, and phone support on 03451 720088 [Saturday 9am - 6pm]. Let us know if you make any headway with these.

The Huawei routers won't have received firmware updates for most of this year, so if it's causing problems it should be replaced, but of course tests will have to be done to ascertain if it's the cause of the issue with the speeds.

That router can also be replaced anyway if you are within 4 months of the end of the minimum term of your contract and choose to renew.

But, again, the changing of the router is only going to be effective if it's the cause of the problem - so diagnostics will still have to be done.

Meanwhile you can also run tests yourself from My Connection which you can access from Service Status Dashboard (see the forum menu). That will get the ball rolling for detecting any faults.

Details of the Complaints process are in the link at the foot of any Talktalk page.

Re: Upload speed dropping gradually from 17.5 mb to under 10mb.

nambuso-TT — Mon, 20 Oct 2025 07:49:02 GMT

Hi there

@ferguson @Divsec @Gliwmaeden2 Thanks for the support.

@sajid as @Gliwmaeden2 mentioned above, we will need to conduct checks to see if the router is the cause of the issue. Please confirm if you are still messaging us from home so that we can proceed with diagnostics.

Re: Upload speed dropping gradually from 17.5 mb to under 10mb.

sajid — Mon, 20 Oct 2025 09:00:09 GMT

I'm not at home atm, but the router is on and plugged into the test socket, router hasn't been switched off and the phone line is clear no crackling or hissing etc.

Can you run a line test to see if any issues pop up please?

Re: Upload speed dropping gradually from 17.5 mb to under 10mb.

nambuso-TT — Mon, 20 Oct 2025 09:19:32 GMT

I will need you to be at home as there are tests I would like you to perform on your end. Please let us know once you are back at home so that we can proceed with checks. Thanks

Re: Upload speed dropping gradually from 17.5 mb to under 10mb.

sajid — Tue, 21 Oct 2025 06:04:46 GMT

Hi I'm home now and will be home up until Midday today so please conduct your tests.

Thanks

Re: Upload speed dropping gradually from 17.5 mb to under 10mb.

nambuso-TT — Tue, 21 Oct 2025 07:22:15 GMT

Hi there @sajid Thanks for letting us know before we start with checks, you did mention that the issue is with your speeds.

Re: Upload speed dropping gradually from 17.5 mb to under 10mb.

sajid — Tue, 21 Oct 2025 08:22:37 GMT

Yes actual sync speeds, at which the router synchronises at to the fibre cabinet.

Re: Upload speed dropping gradually from 17.5 mb to under 10mb.

nambuso-TT — Tue, 21 Oct 2025 08:54:13 GMT

Okay we will run speed test. 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: Upload speed dropping gradually from 17.5 mb to under 10mb.

sajid — Tue, 21 Oct 2025 09:21:03 GMT

Re: Upload speed dropping gradually from 17.5 mb to under 10mb.

nambuso-TT — Tue, 21 Oct 2025 09:38:24 GMT

Openreach has a dedicated team to deal with vulnerable customers, and these are identified as Emergency Welfare Cases. An Emergency Welfare Case is where the customer has a life-threatening illness and applies to repair cases that have a total loss of service In-life or in a provisioned state that requires the urgent restoration of service.

Will you (and anyone who lives with you) be able to contact emergency services while your services remain impacted?

Re: Upload speed dropping gradually from 17.5 mb to under 10mb.

sajid — Tue, 21 Oct 2025 10:13:53 GMT

Yes we have mobile phones which we use and have good coverage in case of any issues we would still be able to contact emergency services.

Re: Upload speed dropping gradually from 17.5 mb to under 10mb.

nambuso-TT — Tue, 21 Oct 2025 10:21:46 GMT

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?

I need to establish if the problem is a general WiFi or Broadband issue, or if it's potentially a coverage issue. If the problem only occurs in places that may be further from the router, or are blocked by walls, doors or windows, then it's likely the issue is related to the WiFi signal not being strong enough where you experience the problem.

Re: Upload speed dropping gradually from 17.5 mb to under 10mb.

sajid — Tue, 21 Oct 2025 10:58:35 GMT

Problem isn't the wifi, I'm looking at the router stats and the sync speeds that are varying so the router is dropping the connection to the DSALM, so it's either the router that is the problem or there is a problem with the line, like I said before I am connected to the test socket with no internal wiring and the phone line is clear no crackling or hissing etc..

Re: Upload speed dropping gradually from 17.5 mb to under 10mb.

nambuso-TT — Tue, 21 Oct 2025 12:01:37 GMT

So in order for us to see if the router is the issue or the issue is with the line, we need to run checks.

Re: Upload speed dropping gradually from 17.5 mb to under 10mb.

sajid — Tue, 21 Oct 2025 12:08:55 GMT

Yes go ahead please do your checks.