Broadband Speed

[Firmware_Needed]

Hello,

Tonight my internet speed is increadibly slow, at least half of what it should be and usually is; I went on the TalkTalk website and looked at what broadband speed packages I could get and my usual results are TalkTalk65 with a minimum of 32mbps, however, now it has changed to minimum of 15mbps and between 15-19.. 

What has happened for this to change, I've always been getting around 32mbps.

[Michelle-TalkTalk]

Morning,

Thanks for the update and I'm glad to hear that the speed has increased.

Thanks

[Firmware_Needed]

So, it seems like Reddit was the way to go; I’ve come home and turned the router on and plugged the RJ45 back into normal connector and I have 9ms and 34mbps.

[Karl-TalkTalk]

Hi

OK,  check the speeds when at home and let me know if they have changed.

Karl.

[Firmware_Needed]

No, usually I never turn it off; I just read on Reddit that turning it off for a few hours can reset the DLM. So I thought I’d try your suggestion first then once that had failed try the suggestion from Reddit while waiting for an engineer.

[Karl-TalkTalk]

Hi

Do you turn the router off regularly ?

Karl.

[Firmware_Needed]

Well I mean, the line is already slow so how much worse can it get. 

When will somebody come out and fix it?

[Karl-TalkTalk]

Hi

With DLM you should always leave the router powered on or DLM will think the line has dropped and lower the profile.

Thanks

Karl.

[Firmware_Needed]

No, I turned it off and went to work. As I didn’t know you needed it on for more information. 

[Karl-TalkTalk]

Hi

I'm not seeing the router connected at the moment, can you confirm the router is on.

Karl

[Karl-TalkTalk]

Hi

I've raised this and will report back shortly.

Karl

[Firmware_Needed]

I’m still getting the same speed. 

[Karl-TalkTalk]

Hi

We wait 48hrs to see if this will respond, so that would take us to tomorrow morning.

If no reaction from DLM then we raise this.

Karl.

[Firmware_Needed]

Ok, so what time and what date should I reply and tell you it’s still not working? As this obviously isn’t going to resolve the issue. 

[Karl-TalkTalk]

Hi

DLM or Dynamic Line Management is an automated system.  This will respond to line conditions and if there are no errors or issues detected, no excessive reboots etc then it should start to increase the profile in stages usually after 48hrs.  If this does not start to happen and the profile does not increase then we contact Openreach to escalate this.  Sometimes they reset it remotely if they see no issues, sometimes they may require an engineer to visit before it is reset.

Thanks  

Karl. 

[Firmware_Needed]

I was under the assumption that a DLM reset could only be performed by an engineer; what enables me to preform the reset myself? As plugging the router into the socket another way shouldn’t do anything unless the splitter was damaged, no? 

[Karl-TalkTalk]

Hi

The profile remains on 20mb. We need to allow 48 hrs for this to change so leave the router at the test socket without rebooting until tomorrow to see if this has increased.

Thanks  

Karl. 

[Firmware_Needed]

Still getting 18mbps. Can you see if there is a fault on my line or anything?

something is definitely wrong somewhere. I get the same on WiFi and on Ethernet

[Karl-TalkTalk]

Hi

You won't see a change immediately, but if there are no line issues then DLM should see this and change the profile over time.

Karl.

[Firmware_Needed]

 

I’ve done that now and still getting 18mbps 

[Chris-TalkTalk]

Could you try connection your router to the test socket and leave it there for a couple of days to allow the line management system (DLM) to monitor an respond to any improvement. If there is no improvement after 48 hours then we can arrange an engineer visit to investigate

Chris