Link Rate reduced too 9997/39999 Kbps

[JohnC6]

Good Morning,
I noticed my broadband was running slow on the evening of the 28th April, when checking  on Friday the 29th I saw that my "Link Rate: 9997/39999 Kbps" this is much reduced from my normal rate which from memory was in the low 60Mbps

This morning Saturday the 30th April I ran a Talktalk speed test, where I got the following results

Speed to router 40Mbps, to my device 36Mbps download, 6Mbps upload, tested both wired and wireless devices

The guaranteed download speed to your home TalkTalk router is 49 Mbps

The chart showing the last seven days data to my router has been below 50Mbps reducing to 40Mbps from Monday the 25th April

My landline telephone has no "noise" on the line and is working as normal, though we seldom use it!

Can I ask that you investigate this reduce speed issue?

many thanks

John

[Chris-TalkTalk]

That's great news John, thanks for letting me know

Chris

[JohnC6]

Good Morning @Chris-TalkTalk ,

          yes we were allocated an public IP just before 10am yesterday, Tuesday the 7th and all seems ok,   so please close this case and  many thanks for all your help 

[Chris-TalkTalk]

I think we must have posted at the same time. Authentication logs are showing that your router is now connected to the internet so could you check again when you get back

Chris

[Chris-TalkTalk]

OK thanks

Chris

[JohnC6]

Back again @Michelle-TalkTalk 

   as I was trying to upload the screen shot of the logs connecting to my very weak mobile Hotspot, the broadband internet connection restored , anyway here is the screen shot after the factory reset ... you will see we had no Public IP 

 

here is a screen shot of the log after the internet access came back !    strange ( but working) Public IP 2.97.197.229

I have to go out so will check back later ...  many thanks 

[JohnC6]

Tuesday 7th June 2022, 08:40

Good Morning Again @Michelle-TalkTalk 

I have completed a "factory reset" but still no Internet access

still the same error .. I will try and upload a screen shot of the router log 

many thanks 

[Michelle-TalkTalk]

Hi,

Ok thanks for confirming. Could you try factory resetting the router and then re-setting this up again please?

Restore your router to factory settings - TalkTalk Help & Support

Thanks

[JohnC6]

Good Morning @Michelle-TalkTalk 

My voice line is working ok. perfect dial tone, no nosy when making a call.

Let me try and explain further, I have added further information from the router/hub, that shows my xDSL line is connected,
but I have not been allocated a Public IP, repeated "DHCPC WAN DHCP client (1) failed" errors

From my first POST: 07.06.2022 03:30:46 Error DHCPC WAN DHCP client (1) failed

This issue started at 03:30 this morning Tuesday 7/6/2022, is there a know network issue?

Can the "DHCPC WAN DHCP client" issue be caused by the router ?

Router Log Info Below 

xDSL
Line 1
Status UP
Connection Time 00h31m02s
Link Status UP
Standard VDSL2 (G_993_2_ANNEX_ B)
Line Encoding DMT
Link Encapsulation ATM (G_992_3_ANNEX_ K_ATM)
Line 1
Downstream Upstream
Actual Rate [Kbps] 76878 20000
Maximum Rate [Kbps] 75473 20000
Noise Margin [dB] 0.00 6.00
Attenuation [dB] 15.40 0.00
Power [dBm] 13.60 6.70

thanks

[Michelle-TalkTalk]

Morning,

Ah no, I'm sorry to hear this. I've run a test on the line now which is clear. Do you have a dial tone? 

Thanks

[JohnC6]

Good Morning, @Arne-TalkTalk  @Chris-TalkTalk , @Debbie-TalkTalk,
    Did I say something to soon!! 

    router was disconnected this morning when I logged on.

No internet connection, router not connected, RED flashing light on router

Powered off/on router still no connection

I ran the Talktalk line test
Date reported
07/06/2022

Fault reference number
REP-11445779

The Router logs show
07.06.2022 03:43:04 Error DHCPC WAN DHCP client (1) failed
07.06.2022 03:41:42 Error DHCPC WAN DHCP client (1) failed
07.06.2022 03:40:20 Error DHCPC WAN DHCP client (1) failed
07.06.2022 03:38:58 Error DHCPC WAN DHCP client (1) failed
07.06.2022 03:37:36 Error DHCPC WAN DHCP client (1) failed
07.06.2022 03:36:14 Error DHCPC WAN DHCP client (1) failed
07.06.2022 03:34:52 Error DHCPC WAN DHCP client (1) failed
07.06.2022 03:33:30 Error DHCPC WAN DHCP client (1) failed
07.06.2022 03:32:08 Error DHCPC WAN DHCP client (1) failed
07.06.2022 03:30:46 Error DHCPC WAN DHCP client (1) failed

Is there a network issue in my area?

many thanks

[Michelle-TalkTalk]

Morning,

Thanks for the update 🙂

Thanks

[JohnC6]

Good Evening @Arne-TalkTalk Arne-Talk, @Chris-TalkTalk , @Debbie-TalkTalk,

   thank you to everyone for their help with this case, which I would say is resolved..

[Arne-TalkTalk]

Got it, No problem. 

[JohnC6]

Good Afternoon @Arne-TalkTalk,
I have PM you the tracking details for router that I have sent back

many thanks

[Arne-TalkTalk]

Hi @JohnC6

There will be no charge, make a note of any tracking number and PM it to me and ill add it to your account. 

Regards

[JohnC6]

Good Morning @Arne-TalkTalk
thank you for correcting that billing error.
I assume it may take a few days to see the change in my bill?


Can you please confirm which router I should return? and if there is a cost involved?

From my previous POST:
As agreed we have monitored the line connection and speed for seven days since the line issue was fixed and
both the connection rate and speeds have remained stable and very good, so I would say fixed.

During these seven days we have being using the replacement router the "FAST5364" I was hoping to keep this router
( I am aware of the DNS issue with these routers and Software Version SG4K100136)

But I would like it confirmed that there will be no extra charge for keeping the "FAST5364" router an returning my old
"DLINK" router?

many thanks

[Arne-TalkTalk]

Hi @JohnC6

Engineer report states no fault found, however also says work was carried out, we will feed this back.

The charge has been removed. 

Regards

[JohnC6]

Monday 30th May 07:05

Good Morning,
as I said in my post yesterday I was very surprised to be billed for the engineers visit, as the problem he
reported to me was a line issue, not a problem in my property.
Can you please correct this billing issue? or at least respond to my post please.



As agreed we have monitored the line connection and speed for seven days since the line issue was fixed and
both the connection rate and speeds have remained stable and very good, so I would say fixed.

During these seven days we have being using the replacement router the "FAST5364" I was hoping to keep this router
( I am aware of the DNS issue with these routers and Software Version SG4K100136)

But I would like it confirmed that there will be no extra charge for keeping the "FAST5364" router an returning my old
"DLINK" router?


. many thanks

Info collected today Monday 30th May

Router Web interface:
Status: Connected
DS: 76.6 Mbit/s
US: 20.0 Mbit/s

Talktalk Speed test Results: To Router
Great! You're getting the download speed of 74 Mbps, as expected
Your guaranteed speed: 49 Mbps

Replacement Router:

Hardware Version FAST5364 3.00
Software Version SG4K100136

[JohnC6]

Sunday 29th May

Good afternoon,
I have just received notification of my next months bill which included a £65 engineers charge,
as the problem I was told was a "corroded connection" in the line to my property why am I being charge?

can you please have my bill corrected ..

many thanks

[Chris-TalkTalk]

Thanks for the update John, glad to hear that there's been a improvement 🙂

Chris