topic Re: Fibre 500 - Download speed dramatically reduced in Full Fibre

Fibre 500 - Download speed dramatically reduced

cj_uk — Mon, 30 Oct 2023 07:32:53 GMT

Hi,

We had Fibre 500 installed January this year, all has been well with the service up until this Friday (27th October 2023).

I did not use the supplied Eero Pro 6 router but used my ASUS RT-AX82U. Tests throughout this time have been fine, approximately 500mb download and 70mb upload, consistently until Friday.

I noticed, first thing in the morning, that downloading a file was taking a long time. I did a speedtest and found that the download speed had dropped to approximately 10mb but upload was still at 70mb, which is usually is.

I powercycled the router and the ONT, but this did not resolve the issue.

I contacted TalkTalk via live chat and reported the issue to Kyla. She asked what router I was using and I informed her that I have been using my ASUS router since the fibre install. I was then asked to use the Eero router as remote tests are only avaiable when using this equipment.

I setup the Eero router, performed a firmware update, Kyla confirmed that she was able to see the router and told me to check the internet speeds within the router menu. The download speed was roughly 460mb and upload was 70mb. Kyla told me that this is within the tolerances of my package.

I then tried a speedtest from my PC and a tablet, both showed that the download speed was still around 10mb and upload at 70mb. I relayed this to Kyla, but all I was told is that the Eero router is showing 472md download speed and this is within tolerance. The live chat basically finished at this point.

I have subsequently tried other devices and new cat5 and cat6 cables and the outcome was still the same, 10mb download 70mb upload.

The last thing I tried was to directly connect a pc to the ONT, so bypassing any routers. Speedtests still showed download at around 10mb, but when reconnecting the eero router, the test within the router shows download speeds of 472mb.

So, I'm a little stumped, TalkTalk tell me everything is ok as their Eero router is showing downloads speeds that are within tolerance. But, everything I have tried shows that the download speed has drastically reduced. Even trying to watch streaming on a TV nows buffers slightly, which didn't happen before Friday.

Hopefully someone can help me.

Kind Regards

Craig

Re: Fibre 500 - Download speed dramatically reduced

Anonymous — Mon, 30 Oct 2023 08:13:51 GMT

Morning,

Thanks for your post and I'm sorry to hear this. Can I just confirm, what speeds are you seeing if you run a speed test on another device? Is it just the PC which is experiencing the slow speeds? Just to confirm, did you try powering down the ONT and router for a full 30 minutes?

Thanks

Michelle

Re: Fibre 500 - Download speed dramatically reduced

cj_uk — Mon, 30 Oct 2023 08:40:07 GMT

Hi Michelle,

When running a speedtest from any other device other than the Eero router, we are seeing between 5mb and 10mb download and if I connect directly to the ONT I see the same speeds.

I have powered off both the router and the ONT for more than 30 minutes but unfortunately this has not resolved the download speed issue.

Kind Regards

Craig

Re: Fibre 500 - Download speed dramatically reduced

Chris-TalkTalk — Mon, 30 Oct 2023 09:18:52 GMT

Hi Craig,

I'm sorry to hear that you've been experiencing problems with your service. What are the speeds like at the moment?

Chris

Re: Fibre 500 - Download speed dramatically reduced

cj_uk — Mon, 30 Oct 2023 09:34:32 GMT

Hi Chris,

Currently the download speed is 4.43mb via speedtest.

Kind Regards

Craig

Re: Fibre 500 - Download speed dramatically reduced

Chris-TalkTalk — Mon, 30 Oct 2023 09:43:47 GMT

OK thanks. Could you add your TalkTalk account number to the private notes sections of your community profile Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Re: Fibre 500 - Download speed dramatically reduced

cj_uk — Mon, 30 Oct 2023 09:56:26 GMT

Hi Chris,

I beleive I have added it to the correct place.

Kind Regards

Craig

Re: Fibre 500 - Download speed dramatically reduced

Chris-TalkTalk — Mon, 30 Oct 2023 11:41:23 GMT

OK thanks. Line test is picking up a potential problem so I'll have this logged out to Openreach for further investigation

Chris

Re: Fibre 500 - Download speed dramatically reduced

Chris-TalkTalk — Mon, 30 Oct 2023 11:51:28 GMT

Could you add your mobile number to your Community profile as Openreach may need this if they need to contact you

Chris

Re: Fibre 500 - Download speed dramatically reduced

cj_uk — Mon, 30 Oct 2023 13:26:56 GMT

Hi Chris,

I have now added my mobile number to my profile.

Thanks for raising this with Openreach, really appreciate it.

Kind Regards

Craig

Re: Fibre 500 - Download speed dramatically reduced

Chris-TalkTalk — Mon, 30 Oct 2023 14:35:24 GMT

Thanks. I've raised this as a non-appointed task so Openreach will investigate over the next 72 hours and may contact you directly

Chris

Re: Fibre 500 - Download speed dramatically reduced

cj_uk — Mon, 30 Oct 2023 14:47:29 GMT

Ok thanks Chris

Kind Regards

Craig

Re: Fibre 500 - Download speed dramatically reduced

Chris-TalkTalk — Mon, 30 Oct 2023 14:48:31 GMT

No problem 🙂

Re: Fibre 500 - Download speed dramatically reduced

cj_uk — Wed, 01 Nov 2023 14:01:08 GMT

Hi Chris,

Sorry, I know Openreach have another 24 hours but, I thought I'd let you know that our download speed is currently at 2.04mb.

Hopefully they will resolve this by this time tomorrow.

Kind Regards

Craig

Re: Fibre 500 - Download speed dramatically reduced

Karl-TalkTalk — Wed, 01 Nov 2023 14:30:10 GMT

Hi Craig,

Openreach testing has failed and they can see an issue, but are now requesting an appointment to come to you.

I've booked the earliest appointment, Thursday 2nd AM (8-1).

Is this ok ?

Karl.

Re: Fibre 500 - Download speed dramatically reduced

cj_uk — Wed, 01 Nov 2023 14:58:57 GMT

Hi Karl,

Thanks for getting back to me.

Thursday 2nd is fine, I'll be home all day.

Kind Regards

Craig

Re: Fibre 500 - Download speed dramatically reduced

Anonymous — Thu, 02 Nov 2023 06:40:42 GMT

Morning,

Great thank you. We'll check back in with you later on today.

Thanks

Michelle

Re: Fibre 500 - Download speed dramatically reduced

cj_uk — Thu, 02 Nov 2023 07:48:03 GMT

Hi Michelle,

I've just heard from the Openreach engineer, Simon, he called me from the local exchange.

He informed me that the fault is with TalkTalk's equipment in the exchange.

Apparently this has been reported by Openreach to TalkTalk several times as multiple customers are being affected. But, TalkTalk refuse to accept the equipment fault as the reason, even though no TalkTalk engineers have been to the exchange.

I work in the Telecoms industry myself and understand all the information Simon relayed to me. The fault will only be resolved once you send engineer to the exchange and replace the faulty card and until then, multiple customers are suffering with their fibre internet connections.

Hopefully you will be able to escalate the fault as you are currently in breach of the Broadband Speed Code of Conduct.

I do appreciate all the assistance you have given me and hopefully the issue will be resolved quickly.

Kind Regards

Craig

Re: Fibre 500 - Download speed dramatically reduced

Anonymous — Thu, 02 Nov 2023 08:19:46 GMT

Hello,

Thanks for the update and I'm sorry to hear this. I've passed this over to our Fault Escalation Team now and will post back as soon as I receive an update. It's possible that the team may also try and contact you directly.

Thanks

Michelle

Re: Fibre 500 - Download speed dramatically reduced

cj_uk — Thu, 02 Nov 2023 08:23:48 GMT

Hi Michelle,

Many thanks for your reply and update.

I'll inform you of any updates from the escalation team I receive.

Kind Regards

Craig