Download speed much lower than guaranteed speed

[Yuyuan]

Hi,

My current order is the Fibre 150, but the download speed is quite lower than guaranteed speed.

The speed testing result is :

We've finished measuring your speed, and here are your results.

39.7 Mbps
Your average download speed
27.7 Mbps
Your average upload speed

and the download speed should be:

Minimum Guaranteed speed:

110.0 Mb/s

Typical download speed:

128.0 Mb/s - 147.0 Mb/s

Can you fix it?

Thanks for your help.

Best Regards,

Yuyuan

[Debbie-TalkTalk]

Hi Yuyuan

I'm so glad to hear this 🙂

If you create a new topic in the billing section then my colleague can take a look at the gift card for you.

Thanks

Debbie

[Gliwmaeden2]

@Yuyuan, to chase up the gift card, post a new thread in the billing section. 

It's unrelated to the other issues.

It's normally a minimum of 5 weeks and can take 3 months. You need to be well past your cooling off period, otherwise people could end up hopping from ISP to ISP, or contract to contract and abuse the offer!

[Yuyuan]

Hi Debbie,

I have received the replacement router, and send the old router back. It seems the new router works well till now. Thanks for the help.

And may I also ask when can I receive the gift card?

Best Regards,

Yuyuan

[Debbie-TalkTalk]

Hi Yuyuan

Have you received the replacement router?

[Debbie-TalkTalk]

Hi Yuyuan

The router is on its way, there is no charge for the router or delivery.

Please allow 24-48hrs for this to arrive. Let us know how you get on.

Thanks

Debbie

[Yuyuan]

Hi Debbie,

If a replacement router is free of charge (no fee for equipment and delivery), please send me a replacement one. 

Thanks 

Best Regards,

Yuyuan

[Debbie-TalkTalk]

Hi Yuyuan

Would you like me to send a replacement router?

[Debbie-TalkTalk]

Hi Yuyuan

Would you like me to send a replacement router for testing so we can rule this out?

"And Why every Sunday night the broadband will disconnect for several hours? Can you solve it?"

Please can you log into My Account and check to see if HomeSafe/KidsSafe has been switched on?

[Yuyuan]

Hi Debbie,

No, there is no router from TALKTALK recently for testing. 

And Why every Sunday night the broadband will disconnect for several hours? Can you solve it?

Thanks.

Best Regards,

Yuyuan

[Debbie-TalkTalk]

Hi Yuyuan

Have you tried powering down the router for a full 30 minutes and then running a speed test?

Have we recently sent you a router for testing?

[Yuyuan]

Hi Michelle,

I tried connecting wired, the speed is OK. But the WIFI speed is very low. Is there anything wrong with the WIFI? 

Best Regards,

Yuyuan

[Michelle-TalkTalk]

Hello,

Ok thank you. Would it be possible to also try connecting wired first before you reboot the router as I'm just trying to see if this could be solely related to the wireless?

Thanks

[Yuyuan]

Hi Michelle,

I connected  wireless, but I didn't try to reboot the router and I will try to reboot the router today when the speed drops.

BW

Yuyuan

[Michelle-TalkTalk]

Morning,

Can I just confirm, when the speeds drops after 6pm are you connected wired or wireless at the time? If the reboot the router when the speed drops does the speed then immediately improve or stay the same?

Thanks

[Yuyuan]

Hi Chris,

The download speed will reduce to 40 m/s after 6 pm, and the bad connection with highly package loss will last to midnight. The photo was the speed test running at 9.30 pm.

speed test

Looking forward to hearing you @Chris-TalkTalk .

Best Regards,

Yuyuan

[Yuyuan]

Hi Michelle,

The download speed will reduce to 40 m/s after 6 pm, and the bad connection with highly package loss will last to midnight. The photo was the speed test running at 9.30 pm.

speed test

Looking forward to hearing you.

Best Regards,

Yuyuan

[Michelle-TalkTalk]

Morning,

Ok thank you for confirming and please let us know if you need any further assistance.

Thanks 🙂

[Yuyuan]

Hi Chris,

I have updated the profile. and the speed seems has been improved. So I think everything is cool now.

Thanks for your help.

Best Regards,

Weijie

[Chris-TalkTalk]

Ok thanks. Could you add your TalkTalk landline telephone number or account number, to the private notes section of your community profile and we'll take a look at this for you

Chris

[Yuyuan]

Hi Chris,

This is the G.fast service, the Fibre 150.@Chris-TalkTalk

Thanks,

Yuyuan