Internet speed slow after "Tech Support" chat...

[DavidJ4]

Hello

My internet speeds with "TalkTalk" were always slow. I've been getting not more than 1.7mbp/s (Not MB, 0.200MB) which is really slow and in the service availability it states that I should get at least 3-6MB.

So yesterday, I've called the Tech Support via phone, and they've done multiple testings. I had to remove faceplate from mastersocket, plug DSL cable into test line, and the agent told that no problems were found, but they updated my router (which is false, because it was same version before and after that) and he also stated to monitor my internet speeds.

So currently, my speeds became even worse than before, and I'm planning actually of leaving talktalk after so many years of service with them. I need immediate support.

Thanks.

[DavidJ4]

Hello

After using this new router for two days, the max speeds on a website was showing 3.15-3-20MB/s on multiple testings.

The router helped by 0.20mbs.

[Karl-TalkTalk]

Hi

A new router is on the way for testing.

This should arrive in the next 24-48 working hours.

Thanks

Karl. 

[DavidJ4]

Hello, sorry for repplying late.

yes please, send a new router.

[Karl-TalkTalk]

Hi

Would you like to try a new router to rule out a hardware issue ?

We can send one.

Thanks

Karl.

[DavidJ4]

I only do have one router which is "H.1.01 Super-Router HG633"

[Debbie-TalkTalk]

Hi DavidJ4

Your line is currently in sync at 3.7mb

Can I just check if you have also tested with a different router? Which router are you currently using? (make and model)

Thanks

Debbie

[DavidJ4]

UPDATE:

Currently internet speeds are up to 3mb, won't go any higher with only one device connected. Once I connect another device, it drops to 2.5 and so on. 

For £27 a month only for 3MB/s, I think I will be able to find a much better deal with other ISP.

[Chris-TalkTalk]

We can't manually adjust the profile. it's an automated process. DLM monitors the line for drops in connections and errors, if the number of errors and/or connections drops exceed the limit specified by the algorithm the line profile is adjust to a slower one. If the connection is stable with few errors then DLM will move to a faster profile

Chris

[DavidJ4]

Hi

Why would it be in the lower profile before? And is it possible to move it even to a higher profile?

Thanks.

[Chris-TalkTalk]

Thanks for the bump, looking OK so far, DLM moved you to a faster profile in the early hours of this morning. Can you continue to monitor over the weekend

Thanks
Chris

[DavidJ4]

bump

[Chris-TalkTalk]

Yes please

[DavidJ4]

Do I have to leave router connected to the test socket?

[Chris-TalkTalk]

Thanks, I've restarted the DLM optimisation process, can you bump the thread tomorrow and we'll see how you're getting on

Thanks

Chris

[DavidJ4]

I already did that. Will use 3G network on phone to communicate on forums further more.

[Chris-TalkTalk]

Yes please, if you could do this and let me know when you've done it I'll restart the optimisation process

Chris

[DavidJ4]

Yes. I can open faceplate and put it inside the test socket if you wish. 

[Chris-TalkTalk]

So is the face plate currently on the master socket? (Information about master socket/test socket)

Chris

[DavidJ4]

I did not understand the question clearly. All I know thay mastersocket c5 downstairs works and other socket (not master) does not work. When I moved to this house company said that it might not work as it is not connected.

[Chris-TalkTalk]

Is the socket physically disconnected from the master socket? If not then it still could be causing interference even if the socket doesn't work 

Chris