My fibre 65 via copper wire is slower than normal

[Sallyuk65]

My fibre 65 via copper wire over last week and half as been slower then my guaranteed speed,  I started on 42 Mbps my guaranteed  speed is 37 Mbps and now down 30 Mbps , I have followed the trouble shooting and nothing, I had a engineer out on the 7th November  who fix it but as of Tuesday 18th a storm came internet was off when I got up,  I spoke to talk talk customer service they sent some one out on 25th November he reset the box replace the front plate of the  phone socket,  tested the speed and he could not get it working any more then 31 Mbps did not have any equipment to test further and  then lefted, my speed is still on the 30 Mbps and it should be 37 Mbps and over  and in  the case file says it was fixed but it wasn't fixed hope someone can help this keeps happening.

[Sallyuk65]

No it had a new one fitted by the engineer that came on Tuesday but he couldn't fix the speed 

[amahle-TT]

Is your master telephone socket showing any visible signs of damage?

[Sallyuk65]

NTE 5C  mk 4

[amahle-TT]

I need to find out what type of master, or main, telephone socket you have so I can give the correct troubleshooting advice.

The master socket will be a white box on a wall, and is where the telephone line connects into your house from outside.

Please browse to https://community.talktalk.co.uk/t5/Articles/Your-guide-to-main-phone-sockets/ta-p/2205432 - this page shows you images of the different socket types so you can identify which you have.

Can you confirm what type of master socket you have please?

NTE 5C mk4

NTE 5C

NTE 5

FTTC

NTE 2000

Non-NTE

[amahle-TT]

The line test result has identified an issue that may be caused by equipment and wiring in your home.

These issues are most often caused by problems with internal wiring. Common causes are:

• incorrect filter setup
• old, worn or damaged wiring
• use of an extension cable between the master socket and the router
• connecting to a telephone socket other than the master socket - which is the socket where the telephone line enters your property

I'll need to perform the test again with your equipment disconnected to check the most likely cause.

I'll guide you through the steps needed. Once I've retested with the equipment disconnected I'll be able to tell you if an engineer is required or whether there are issues I can investigate with you through further checks.
 

[Sallyuk65]

Ok thanks 

[amahle-TT]

Thank you for confirming, the test is still running.

[Sallyuk65]

Everywhere I only have one floor it is a flat 

[amahle-TT]

Does the problem occur everywhere you try and use the WiFi, or just in certain parts of the house - for example upstairs, or outside the house?

[Sallyuk65]

No I don't have any 

[amahle-TT]

Do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector.

[amahle-TT]

Thank you for confirming.

[Sallyuk65]

Yes the phone is working ok

[Sallyuk65]

Hi Amahle I am at home i checked the speed on the broadband and it as gone down again from 30 mbps to 28 mbps seems keeps going slower 

[amahle-TT]

Hi there @Sallyuk65, we will look into this for you. Please confirm if you are messaging us from home

[Divsec]

Hi @Sallyuk65 your post has been escalated and you should hear tomorrow.

Sounds like the storm might have done some damage, if you have telephone is that working OK?