Hi @BPaine ,
It would be worth going to the Service Centre to do a test on your phone line, this will indicate if there is currently a fault on your line that might be affecting your speeds.
Also, if you have a landline phone can you check to see if that is working normally (i.e. you have a dial tone and no noise on the line).
Have you tried switching the router off for over 30 minutes, then when you switch it back on it will start a new 'session', this can sometimes help it reconnect at a better speed.
For one of the TalkTalk OCE's on this forum to be able to look into this you will need to update your community profile to include your name, landline telephone number & alternative contact number. This will allow them to identify you, and they will then be able to check your connection and router.
Don't post any personal details in this thread, just add them to your community profile.
Then they will hopefully be able to respond to this post tomorrow.
Can you please update your community profile to include your:
We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.
Thank you for your responses. I have tried turning off the router, but only for a few minutes - not 30. I'll try that this evening and I don't have a home phone.
My details are now updated, so you should be able to verify me.
Thanks for updating your Community Profile.
I've optimised your connection but the sync speed hasn't increased. Is the router currently connected at the test socket?
Thank you 🙂
There should be a test socket underneath the lower section of the face plate (2nd photo) Would it be possible to remove the 2 screws to check if the test socket is there?
If there is a test socket then please can you connect the router and filter there?
I'll get a router out to you so we can rule out a hardware issue.
Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.
WEAR A MASK - WASH YOUR HANDS - SOCIAL DISTANCE
Thanks for connecting the router at the test socket. I've tried another line optimisation now that the router is at the test socket but the sync speed hasn't increased.
I can see that OCE_Karl has ordered you a replacement router. Please let us know once the new router is connected.
Yes and it wasn't detecting a BB fault. I've completed a further line test which is detecting a possible issue with the landline service.
Do you have a dial tone? Can you make and receive calls ok?
If you are experiencing a fault with the landline then this can affect the BB connection so we would need to rule this out.
Would it be possible to borrow a phone just for testing purposes?