INTERNET SLOWING IN THE EVENINGS

[RickAtatatastan]

My internet is around 35Mbps. This makes me happy. BUT...

About a week ago, around midnight, my internet dropped and I couldn't reconnect. I rang TalkTalk and they said they were upgrading their system and that the internet might be back around 6am.

Since then, the internet is fine during daytime hours at around 35Mbps. 

But in the evening it drops to 1-7Mbps, which is slower than the guaranteed 22Mbps.

At about 11.30pm it recovers it's speed. 

I'm just a layman, but It feels very much as though too many people are connected to one line.

When I ring customer support, they helpfully do a test, but because I call them during the day and NOT in the evening, they can't identify any faults. They say there is NOTHING they can do. 

I am angry and frustrated. I want the service that I'm paying for.

What can I do about this? Must I end the contract with TalkTalk and move to another provider?

Could you kindly provide me with the means to claim compensation for the time (thus far it's one week) that I've had a substandard service, please?

[Chris-TalkTalk]

That's great news, I would give it a couple of days to make sure it is definitely OK and then could you return the new router please

Thanks

Chris

[RickAtatatastan]

Good afternoon and an update for you, Debbie.

1. Last night, the speed did NOT drop. 😄
2. I have received the new router. 

What should I do now please? Do I return the new router / Return the old router / Neither?

Also, I am expecting a phone call from a TalkTalk "Manager", who has also been on the case, and has been doing something else. They will call me tomorrow afternoon. 

[Debbie-TalkTalk]

Hi RickAtatatastan

No problem 🙂

Debbie

[RickAtatatastan]

Thanks for the update, Debbie 🙂

[Debbie-TalkTalk]

Hi RickAtatatastan

Further to my last post:

Our Network Team have identified a potential issue and are working to resolve this.

I will post back to confirm once this has been resolved.

Thanks

Debbie

[Debbie-TalkTalk]

Hi RickAtatatastan

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

If the same fault still occurs then I will pass this back to our Network Team.

Thanks again.

Debbie

[RickAtatatastan]

Yes please. Coiuld you also please refer to Eggsorcist;s issue  - it seems very similar to my own. Chris has referred that issue to the Network Team.

[Debbie-TalkTalk]

Hi RickAtatatastan

Our Network Team have taken a look and they haven't detected any issues (In regards to the speed dropping)

I think we should send a replacement router so we can rule this out. Would you like me to arrange this?

Thanks

Debbie

[Debbie-TalkTalk]

Hi RickAtatatastan

I'm just looking into this further and I will post back as soon as I receive further information.

Thanks

Debbie

[RickAtatatastan]

Yes, I still use the internet.

Funny thing though, the max upload speeds don't change on the speed test, they remain around 7Mpbs even during the slow periods.

[Debbie-TalkTalk]

Hi RickAtatatastan

Great, thank you for confirming.

One last question, are there many devices in use at this time? Is anything uploading during this time?

[RickAtatatastan]

Thanks for the reply Debbie, yes, that's exactly what's happening. 

Wired Broadband speed 35Mbps most of the time, then in the evenings 1-7Mbps until 11.30pm. 

Nothing to do with Wi-Fi at all.

[Debbie-TalkTalk]

Hi RickAtatatastan

I'm sorry to hear this.

Can I just check, are wired speeds dropping?

[RickAtatatastan]

This is what happens every night... 
The speed drops to unacceptable levels every evening 😞

[RickAtatatastan]

Thanks At 11.30pm the speed goes back to normal.

🙂

[KeithFrench]

That is now an old router, I'll ask TalkTalk to consider replacing it.

[RickAtatatastan]

1. It's a talktalk Huawei HG633

2. It's from the talktalk broadband speed test site.

3. I don't really use WiFi much - mainly just the broadband, and that's what's being affected.

[KeithFrench]

Please can you elaborate by answering these few questions:-

1. What make/model of router do you have (if this is a TalkTalk router, these details will be on a label on the rear or underside of it)?
2. Is this speed from a speed test site or is it slow when logging into the router?

3. If you have any wired connections, are they affected in the same way as wireless ones?