65 Mbps Broadband Service Has Slowed to 37Mbps

[SC489]

I have the 65Mbps broadband service via a copper cable into the house which contractually guarantees a minimum speed of 46.7 Mbps.

I was getting well over 55 Mbps until the past week but it has recently dropped to 37 Mbs. Nothing has changed inseide the house. Resetting the router and using a direct Ethernet link gives the same speed.

I spoke to TalkTalk Technical Support who ran various tests and claim there is no service issue up to the property. 

Do these tests asses the quality of the copper cable connection from the cabinet and the overhead wire into my house which is not my responsibility? I might have to request a callout to solve the problem. Please confirm I am not responsible for poor connections up to and including the main phone socket inside the house so I should not be charged for such faults.

[SC489]

Please confirm what your line test actually tests. Does it measure the quality of the copper cable connection between the Openreach socket in the house and whatever cabinet it connects to?

[Michelle-TalkTalk]

Hi,

Ok I see, thanks for confirming. We've been advised that to get the help you need please give the dedicated Shell Migration team a call on 0345 172 0088, they'll be able to help.

Thanks

Michelle

[SC489]

I don't have another router which is compatible with the 65Mbs service. The current router is a Zyxel DX3301-T0 router supplied a year ago by Shell Broadband.

I could try whatever router you now supply (at no charge) but the Zyxel router supplied by Shell was fine until a few weeks ago.

Does your line test check the quality of the signal via the old copper cable into the house or just to the nearest cabinet?

[Michelle-TalkTalk]

Morning,

Thank you. I've run a test on the line now which is clear. Can I just confirm, have you ever tested with an alternative router?

Thanks

Michelle

[SC489]

Updated as requested. Turning the router off overnight did not improve the speed. I'll try another ADSL filter today.

The house has a very old BT socket (not NTE5). The router plugs straight into that socket via the inline ADSL filter with a short ADSL cable. I have no other phone extensions. The very old copper phone cable then goes from the Openreach socket outside the house, up the exterior wall then overhead to a telegraph pole about 15m from the house.

TalkTalk say the line connection test they do is fine but I don't see how this checks the quality of the copper cable connection between the Openreach socket in the house and whatever cabinet it then connects to.

I'll probably need an Openreach technician to visit and fix this problem which might need a new copper cable to be installed. I assume I won't be charged since there is nothing my side of the Openreach socket to cause a problem except the router which is TalkTalk's responsibility?

The speed has been fine until the last few weeks during which we have had some very wet weather which makes me suspect the copper cable connections outside the house.

[Michelle-TalkTalk]

Morning,

Can you please update your community profile to include your:

• Name
• TalkTalk Telephone number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle

[ferguson]

Have you noticed any issues with your phoneline? Have you tried connecting at the test socket?