BB very slow, frequent loss of connection

[simop]

Hello,

For several weeks our BB connection has been very slow. The talk talk speed test is showing ~10.3M/sec whereas it used to be around 40M/sec.  Upload speed is only 0.3M/sec.

Sometimes the connection is fine, and other times it is near unusable. As well as the slow speeds there are also frequent dropouts where we entirely lose connection for a few minutes.

The above happens both with WiFi and wired connections to the router.

Any ideas what could be the problem and how to resolve it? I tried the troubleshooting section on the talk talk support page but it eventually presents me with a 'live chat' link that doesn't work.

Thanks!

[Debbie-TalkTalk]

Hi simop

How are you getting on, have you received the replacement router?

Thanks

[Debbie-TalkTalk]

Hi simop

The router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

[simop]

Yes, please do send a router. Thanks.

[Debbie-TalkTalk]

Hi simop

Will it be ok If I send you a router so we can rule this out?

[simop]

Hi,

No - we're still using the original router from when we signed up to TalkTalk.

[Debbie-TalkTalk]

Hi simop

Apologies for this.

Have we recently sent you a router for testing?

[simop]

Hi Debbie,

For a day or two I got pretty decent speeds. Today, however, the speeds are really slow again: I can several speed tests and they show between 5M/sec and 15M/sec.

The connection also keeps dropping again, with web pages timing out quite frequently.

[Debbie-TalkTalk]

Hi simop

What speed are you now receiving when running a speed test?

[Debbie-TalkTalk]

Hi simop

Please can you try one more 30 minute power down of the router and then confirm what speed you receive on the speed test once the router is switched back on?

[simop]

Yes, was down for a couple of hours. Can try again if you think that'd help.

[Debbie-TalkTalk]

Hi simop

Thanks for your reply.

Did you power down the router for a full 30 minutes?

[simop]

Hi,

The connection continues to be stable without the dropouts we saw before...but the speed is still very low. Speedtest is showing 9.8M/sec and the "Speed to your router" section of the talk talk page is showing only 22M/sec. So something is still not right with the network, would be grateful if you could have another look. Thanks!

[Debbie-TalkTalk]

Hi simop

How are you getting on?

Thanks

[Debbie-TalkTalk]

Hi simop

Your line is showing in sync at 40mb. Please can you power down the router for a full 30 minutes and then run another speed test?

Thanks

[simop]

Hi Debbie,

I was just looking at this. Our connection seems stable but is still slow. Running the talk talk speed test gives ~17M/sec, so roughly half of what we should be getting.

[Debbie-TalkTalk]

Hi simop

Openreach have now closed this fault - In Joint AreaCable (Underground)

Is everything working ok now?

[Debbie-TalkTalk]

Hi simop

Thanks for your reply.

I have passed this fault straight over to Openreach to be investigated by a line engineer.

I will continue to monitor for additional updates from Openreach.

Thanks

Debbie

[simop]

Hi, thanks for the reply.

We don't use the voice service and have no landline telephone - so I don't know if that is affected or not.

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this and I will take a look now. I've run a test on the line which has detected a potential voice fault. Are you experiencing any issues with the voice service such as noise on the line or no dial tone?

Thanks