Internet speed

[Donny]

I have been getting speeds of 3mbs. No fibre as yet. Now only getting 1.3 to 1.5mbs which is below my contractual speed. What has happend.

[Gliwmaeden2]

Good to see that you are getting the router switched, @Donny.

Have a good weekend!

[Donny]

Hi Philile-TT.

Help much appreciated. Will see what happens in next days and weeks. 

Have a good weekend.

Take care and be safe.

Donny.

[Philile-TT]

No, you will not pay for the router. I will send you a private message with the address and you can respond there. 

[Donny]

Hi Philile-TT.

How do i send a private DM? I have not been on community for years. 

Also do I have to pay for new router?

I carried out a line check on the status page and it just said your not getting enough speed for what you are using. Give us a call. My speed when working normally does for me. My contract is up in December. I will think about fibre when contract is up.

Take care and be safe.

Regards

Donny.

[Philile-TT · Accepted solution]

Okay, thank you for the confirmation. I will order a new router for you, please send me a private message with your address for delivery purposes. The router will be sent out in 3-5 working days, if the issue of speeds and dropping in connection persists you will have to contact us back for a line check.

[Donny]

YES

[Philile-TT]

Are you currently at home where the services are installed? 

[Donny]

Hi Philile-TT

Hi

The speed is ok at present. Drops out now and again but not every day. The problem with the router is that the button to switch it on and off keeps popping out,hence switching it off.

Regards

Donny.

[Philile-TT]

@Donny thank you bringing that into our attention. I can see that you have mentioned you are currently experiencing slow speeds and also the router keeps switching on and off. I will run checks on the line to make sure that there is nothing wrong with the line, currently are you experiencing the slow speeds or dropping in connection? 

[Gliwmaeden2]

@Donny, responses to Talktalk notification emails cannot be read by staff as it's a No Reply address, so you always need to post back on here as you did in the end!

[Donny]

Mandis1-TT

Please see the contents of email which you will probably not recieve.

Hi all,

Sorry for late reply. The email was in my spam folder. I suspect something wrong with router as it is physically switching off. i.e. the stop /start button is switching off with no assistance. 

Also when weather outside is hot, I lose internet. Lost it today again , but got it back quite quickly. Weather here is 27C at present time. 

This may all be coincidental but causing me a little bit of hassle. 

As a founding member , I am aware of all of the tests for internal wiring and up to master socket from external. These have all been carried out. New cables and filters fitted where think may be a problem. 

It may just be a coincidence but a lot of problems started when the new cabling for fibre was run to the pole outside of my house. This got worse when the first person to take fibre was connected up. 

But that is not causing the issue with the router turning off itself.  The service has been reliable as such. I had to call for help earlier in the year for same issue while the fibre work was being done. They said there was a fault on the line, and i heard nothing back. But internet was working again so i left it.

Thank you for reply and apologies for not answering due to spam folder. I will fix that now. 

Take care and be safe.

Kind regards

Donny.

[Donny]

Hi mandisa1-TT. I have replied to your email which was unfortunately in my spam folder. 

kind regards

Donny.

[Gliwmaeden2]

I wasn't disagreeing with mandisa1-TT at all, @KeithFrench.

It's just that the functioning of the router is normally part of routine checks when there's a fault, and nobody had mentioned checking it at that stage.

The fact that it's one of the ones on the "not supported" list was possibly worth noting. 

[KeithFrench]

Hi @Gliwmaeden2 

I must agree with @mandisa1-TT, just because the router is not receiving updates, it is not necessarily the cause of this slow speed. Perhaps the line just needs optimising, if there is not a fault.

[mandisa1-TT]

@Gliwmaeden2 We can send out a replacement router, though the customer's router is no longer receiving updates it should not be causing slow speeds.

@Donny I would suggest we complete diagnostics checks to detect if there is a fault, so we can identify if there is a fault and provided you with a correct resolution, will this be okay with you?

We can also send out a replacement without completing checks, however I cannot guarantee it will fix the issue

[Gliwmaeden2]

@Mandisa-TT, @Donny is using a Huawei router that is no longer receiving updates.

Is it worth trying a replacement with a Sagemcom in case there's a router problem?

[Mandisa-TT]

Hi @Donny thank you for bringing this into our attention, I have located your account, you are on Fast broadband and your speed are as followed:

Estimated Peak Throughput Speed (Mbps) 
Highest Download 5.5 

Lowest Download 2.9 

Minimum Guaranteed Download 2.2 

Highest Upload  0.8 
​​​​​​​
Lowest Upload 0.6 

[KeithFrench]

OK, as that is not possible, I have asked one of TalkTalk's support team to pick up your thread and investigate it for you.

They aim to respond within 48 hours (Monday - Friday), excluding Bank Holidays, but if more urgent, you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

[Donny]

Hi Keith

Fast broadband is what TalkTalk call ordinary broadband. Makes it sound faster. My minimum guaranteed speed is 2mbs.  AT 74 now, hve not got a clue how to log into router. My memory not as good as it was.  But the one in my account showing 4mbs is wrong. Anything above 2 reads as 3 and anything above 3 reads as 4.

thanks 

Donnie.

[KeithFrench]

Hi @Donny 

Sorry, but that doesn't answer all my questions. I assume that you are on ordinary broadband. What is your minimum guaranteed download speed?

Please log in to your Huawei router. In the initial Dashboard area, there is a panel on the left called "My Internet Connection". What speeds are shown there?

Thanks.