Reduction in BB Speed

[geordie_Mal]

Hello,

my BB speed was always around 55mbps but recently can get no more than mid 40’s. 

i have ran numerous line tests which all report a possible fault in the line but that’s as far as it goes. Finally went on chat with TT support which was totally unproductive and an hour of my life I will never get back. 

After this did yet another line test which once more returned a suspected fault and a fault reference but it’s going nowhere

Can anyone help with this please. 

[Debbie-TalkTalk]

Hi Malcolm

I understand. The speed may start to increase again on it's own.

If you would like an engineer visit then please let me know.

Thanks

[geordie_Mal]

Hi Debbie,

 Thanks for the help so far but not prepared to take the chance so will leave it there. 
We’ve been in this property for over 35 years and have a good memory of speeds we’ve had since the early days of broadband. I can say for certain this speed has dropped since we first went onto this TT product. 
Having said that it is still ‘not bad’ so to speak but not prepared to risk a £75 charge. 

[Debbie-TalkTalk]

Hi Malcolm

If the engineer is unable to detect a fault then potential engineer charges can be applied. We can't say for certain, this will depend on the engineers report.

Engineer charges

[geordie_Mal]

Morning,

Will there be any charge for that? If not I would be happy to give it a try. 

[Michelle-TalkTalk]

Morning,

As the line tests are clear then this would be a visit to the property. They would check the set up at the property and check for any internal faults. They usually reset DLM at the end of the fault investigation, however there is no guarantee that the speed will increase following this reset.

Thanks

[geordie_Mal]

Hi Debbie,

Would that be a visit to my house or is it done at the exchange? If it is a home one could you give be an idea what they do. 

[Debbie-TalkTalk]

Hi Malcolm

I can arrange an engineer visit and they maybe able to reset DLM but I can't guarantee if the speed will increase.

[geordie_Mal]

Hi Debbie, thanks for checking. 

iOhave logged in to the router a number of times and it looks as though it’s settled at it’s current sync speed which is a little disappointing. 
I used to check this occasionally and it was always 52-55Mbps as I am not very far from the cab. The lesser speed is a little disappointing especially when there (as far as I know) has not been any changes. 

best regards,

Malcolm

[Debbie-TalkTalk]

Hi Malcolm

I've checked the connection stats again this morning and I can see that the sync speed hasn't increased.

This may still increase over time if the connection remains stable and errors on the line are low.

Thanks

[Debbie-TalkTalk]

Hi Malcolm

No problem. I will post back on this thread again next week.

[geordie_Mal]

Okie doke, thanks. 

[Debbie-TalkTalk]

Hi Malcolm

The speed may start to increase again. I will check the connection stats again next week to see if DLM has made any further changes to your speed/profile.

Please can you keep the router powered up without being rebooted whilst DLM is monitoring the connection.

Thanks

[geordie_Mal]

Hi Debbie, thanks for the help and at least the new router has fixed the wireless issue. 

Bit disappointing about the speed as I used to keep an eye on the sync speed. It was always at the top end of expectations as I am pretty close to the cabinet. 

I will get the old router posted off you you. 

Thanks,

Malcolm

[Debbie-TalkTalk]

Hi Malcolm

Thanks for confirming your details. I've checked and the predicted range for your line is showing between 52.1 and 46.9mb, with a guaranteed speed of 42mb.

Your current sync speed is within the range for the line. If the connection remains stable and errors are low then DLM may start to increase the speed again.

Thanks

[Debbie-TalkTalk]

Hi Malcolm

I've replied to your Private Message.

Thanks

[geordie_Mal]

Ok, all done

[Debbie-TalkTalk]

Hi Malcolm

I'm just sending you a Private Message to confirm some details so I can check the predicted speed range for your line.

Thanks

[geordie_Mal]

Hi Debbie,

yes it is

Thanks

[Debbie-TalkTalk]

Hi Malcolm

Thanks for your reply.

The line test is clear. Is the new router connected at the test socket at the moment?

[geordie_Mal]

Hi Debbie,

Yes the router is here thank you for a speedy delivery. 

I has been up and running since yesterday am (Sunday) so over 24 hours now. It has fixed the wireless connectivity issue as my laptop connected immediately but the drop in speed remains.

I have been logged in to the router and sport to the router is showing as 45Mbps which is 10Mbps lower than what I have always had.  

I have just ran a line test from my account and it is still reporting a fault

”

Fault description

We are working on your fault

Status

In-progress

Date reported

17/07/2023

Fault reference number

REP-13153025”

Thanks,

Malcolm