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Broad band speed dropping

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20 REPLIES 20
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Conversation Starter

I’ve been having slow speeds since yesterday afternoon, I’m on faster broadband too, setup hasn’t been touched it’s down to 11Mbps.

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Community Star

Hi @sads007 ,

 

Have you tried switching the router off for over 30 minutes, then when you switch it back on it will start a new 'session', this can sometimes help it reconnect at a better speed.

 

It would be worth going to the Service Centre to do a test on your phone line, this will indicate if there is currently a fault on your line that might be affecting your speed. You can also access this from the ‘My Account’ site.

 

Also, if you have a landline phone can you check to see if that is working normally (i.e. you have a clear dial tone and no noise on the line).

 

The TalkTalk staff on this forum will also be able to help, they will hopefully be able to respond to this post tomorrow.

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Community Team - TT Staff

Hi sads007

 

I'm sorry to hear this.

 

I've completed a line test which hasn't detected any faults and your line is in sync at 59.3mb.

 

Please can you power down your router for a full 30 minutes and then run a speed test following this?

 

Thanks

 

Debbie

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Conversation Starter

I’ve had this issue in the past where my speed only drops in the evening, and line issues were not being picked up when line tests were being run on my line,one of your colleges resolved it last time by running a more extensive line test and managed to pin point it as an issue in the exchange, I’ve had four engineers out in the past and there’s been no issues internally, I’ve tried explaining this to one of the customer service personnel but they aren’t having any of it, I haven’t changed anything internally but I have seen open reach engineers working externally and these issues have always risen from that.

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Community Team - TT Staff

Hi sads007,

 

I'm sorry for the delay and thanks for confirming. Please can you run a few more wired speed tests at different times of the day so that our Network Team can see the slow speeds of an evening and please can you also run a wired ping and trace route when the speed drops and post the results into the thread. We can then raise this over to our Network Team for further investigation.

 

Run a Ping or Traceroute

 

Thanks

 

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Conversation Starter

Here you go 14mbps 


PING forcesafesearch.google.com (216.239.38.120): 56 data bytes

64 bytes from 216.239.38.120: icmp_seq=0 ttl=118 time=31.459 ms

64 bytes from 216.239.38.120: icmp_seq=1 ttl=118 time=33.825 ms

64 bytes from 216.239.38.120: icmp_seq=2 ttl=118 time=33.329 ms

64 bytes from 216.239.38.120: icmp_seq=3 ttl=118 time=31.768 ms

 

--- forcesafesearch.google.com ping statistics ---

4 packets transmitted, 4 packets received, 0.0% packet loss

round-trip min/avg/max/stddev = 31.459/32.595/33.825/1.003 ms

 

Traceroute has started…

 

traceroute to forcesafesearch.google.com (216.239.38.120), 64 hops max, 72 byte packets

 1  ttrouter (192.168.1.1)  4.116 ms  1.101 ms  1.477 ms

 2  * * *

 3  ae52-ner001.nec.as13285.net (78.144.1.9)  25.715 ms  24.441 ms  28.723 ms

 4  ae52-scr101.thw.as13285.net (78.144.1.8)  31.245 ms  31.384 ms  31.242 ms

 5  72.14.243.46 (72.14.243.46)  31.984 ms  32.330 ms  31.918 ms

 6  74.125.253.75 (74.125.253.75)  48.031 ms  37.085 ms  33.875 ms

 7  108.170.238.123 (108.170.238.123)  31.083 ms  40.965 ms  45.417 ms

 8  any-in-2678.1e100.net (216.239.38.120)  38.305 ms  31.190 ms  31.884 ms

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Conversation Starter

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Community Team - TT Staff

Hi,

 

Thank you. The results are showing high pings to the router. Just to confirm, did you run the tests wired? Are you using any powerline adapters? The results also appear to be run to google.com instead of google.co.uk

 

Thanks

 

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First Timer

Like others I am having problems with download speeds less than the guarantee.  When I took up faster fibre just over a month ago, I consistently got 33 to 35. Recently it has dropped, 2 days ago it was 13, yesterday 28 and today 25. It drops a couple more in the evening.  I have tried all the recommended things (including turning off the router for 30 mins),but to no avail.  The online chat has not been working for the past 3 days, so I resorting to this forum.  Any ideas?

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Community Team - TT Staff

Hi dougaldo,

 

I'm sorry to hear this. Please can you create your own topic and we'd be happy to take a look at this for you.

 

Thanks

 

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Conversation Starter

I’m using a MacBook so I haven’t got any wired devices, when it drops its dropping so low it’s buffering that’s how I notice

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Community Star

If you won't connect wired then you need to investigate the wireless settings on your router. Have you tried a wifi analyser, or even just experimenting with different channels to compare?

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Conversation Starter

It’s only dropping in the evenings it’s good all day I only notice it because my tv starts buffering in the evening and that’s the only thing that’s connected directly to my router so It can’t be the WiFi, I’ve had the same issue before had three engineers here in the past and last time it happened roughly a year ago it was an issue at the exchange even though the line test that Talk Talk were performing wasn’t picking it up, I also get lower speeds when it rains too but that’s nothing drastic or noticeable 

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Conversation Starter
I did put in google.co.U.K. don’t know why it’s coming up .com though
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Community Team - TT Staff

Hi sads007,

 

Are you experiencing any problem with your telephone service, any noise on the line?

Chris

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Conversation Starter

A little bit gets worse if it’s raining though 

 

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Community Team - TT Staff

Hi sads007,

 

Is there any noise on the voice service? I've re-run the line test now which is still clear and the connection stats look consistent. Just to confirm, have you ever tested with a different router? If not then we can send a replacement router for testing purposes to rule this out.

 

Thanks

 

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Conversation Starter

No I haven’t tried another router I’m supposed to have an engineer out Friday I don’t mind trying the router option first if that helps and cancel the engineer till then 

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Community Team - TT Staff

Hi sads007,

 

Apologies for the delay. Please let us know how the engineer visit goes, if a router is required following the visit we can arrange to send this for you


Chris

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Conversation Starter

I cancelled the engineer visit as I was gonna try the new router first can you organise that for me please