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Link Rate reduced too 9997/39999 Kbps

JohnC6
Conversation Starter
Message 61 of 61

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

John
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60 REPLIES 60

Message 1 of 61

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


Chris

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JohnC6
Conversation Starter
Message 2 of 61

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 

John
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Message 3 of 61

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

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Message 4 of 61
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JohnC6
Conversation Starter
Message 5 of 61

 

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 

Factory_reset_7thJune_09_10_Capture.PNG 

 

 

 

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

restored_connection_7thJune09-50Capture.PNG

 

 

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

John
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JohnC6
Conversation Starter
Message 6 of 61

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 

John
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Message 7 of 61

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

 

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JohnC6
Conversation Starter
Message 8 of 61

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

Capture.PNG
thanks

John
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Message 9 of 61

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

 

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JohnC6
Conversation Starter
Message 10 of 61

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

John
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Message 11 of 61

Morning,

 

Thanks for the update 🙂

 

Thanks

 

 

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JohnC6
Conversation Starter
Message 12 of 61

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..

 

 

 

John
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JohnC6
Conversation Starter
Message 14 of 61

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

many thanks

John
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Message 15 of 61

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

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JohnC6
Conversation Starter
Message 16 of 61

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

John
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Message 17 of 61

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

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JohnC6
Conversation Starter
Message 18 of 61

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

John
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JohnC6
Conversation Starter
Message 19 of 61

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

John
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Message 20 of 61

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


Chris

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