Download speed reducing over the years - Slow & Sluggish

[Spiug]

Hi there,

Not sure if I am in the right place but I am in need of some advice / assistance,

I've been with talktalk for as long as I can remember, and up until recently have had no problems.

I renewed my contract again for this year and was told my speeds would not suffer nor change.

I was told on the chat by the agent that my speeds would remain around 35 mb/s.

I am now pushing around 25 mb/s at the best of times, and have to reset my internet often due to slow and sluggish speeds. I am unsure if my router is in need of replacement, as it definitely does not reach as far as it did a year ago.

I am sick of sitting on the talktalk livechat for hours on end and getting no where.

They are now claiming 24 is guaranteed speed, when I was told 28 on renewal.

Anyone have any advice as to what I can do?

I received 35mbs+ in years prior and now i'm losing out on 10mbs which is a lot when it is already so small. I've done all the troubleshooting steps with the reps numerous times but nothing has ever changed.

[Chris-TalkTalk]

Hi Spiug,

Thanks for answering the security questions, I've sent you a PM requesting a little more information

Thanks

Chris

[Debbie-TalkTalk]

Hi Spiug

I have replied to your Private Message.

Thanks

[Debbie-TalkTalk]

Hi Spiug

I'm just sending you a Private Message to confirm some details so we can arrange this visit.

Thanks

[Spiug]

Hi @Debbie-TalkTalk 

That would be fantastic

Thank you

[Debbie-TalkTalk]

Hi Spiug

Would you like me to arrange an Openreach engineer visit to investigate further?

Thanks

Debbie

[Spiug]

Hi @Debbie-TalkTalk 

I'm seeing about 25, however the sync speed in itself is lower than it ever was,

It used to sync at 35, I feel as though openreach have messed with my lines at the cabinet

[Debbie-TalkTalk]

Hi Spiug

Ok what speed are you seeing on the speed tests?

[Gliwmaeden2]

Staff will be back on Monday, @Spiug.

[Spiug]

Hi @Debbie-TalkTalk , been about 24H since i turned off for half an hour, still no change in sync speed unfortunately 😞

[Debbie-TalkTalk]

Hi Spiug

Thank you, please let us know how you get on.

Debbie

[Spiug]

Will do this tomorrow, thanks @Michelle-TalkTalk 

[Michelle-TalkTalk]

Morning,

Thanks for the update. I've re-checked the connection stats now and I can see that the sync speed hasn't changed and the connection looks very stable. Could you try powering down the router for a full 30 minutes please. 

Thanks

[Spiug]

Hi @Michelle-TalkTalk ,

Range seems to be better, however the speed into the house (as per router admin) is still slow in comparison as to what i've had prior 😞

Seem to be sitting at 27 instead of 37 which I had originally, which slowly gradually reduced.

Is there anything that can be done about this?

I'm due to renew in November and am in two minds,

Appreciate the assistance

thanks

[Michelle-TalkTalk]

Morning,

Just checking back in to see how the connection has been over the last few days?

Thanks 🙂

[Debbie-TalkTalk]

Hi Spiug

Thank you, please let us know how you get on.

Debbie 🙂

[Spiug]

Hi @Debbie-TalkTalk 

Received the router thank you!

Will give it a few days and see how we get on

Thanks

[Michelle-TalkTalk]

Morning,

Thank you 🙂

Thanks

[Spiug]

Thank you Debbie

Will do.

[Debbie-TalkTalk]

Hi Spiug

Sorry for the delay.

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

Let us know how the connection/speed compares with this router.

Thanks

Debbie

[Spiug]

Hi @Debbie-TalkTalk ,

A replacement router might be a good shout, is there any way you can send one out to me?

Thank you