Slow Broadband below Guaranteed Minimum

[Bob75]

Hi for the last month my broadband speed has been below the guaranteed minimum. I have tried rebooting the router and leaving it off for more than 30 minutes but no change. The connection is wired to the router so not a WiFi issue. Any help would be appreciated.

Bob75

[Karl-TalkTalk]

Hi

can you power off the router for 30 minutes to start a new session, then, when back online, run the  Sam Knows Speedtest  wired and see what speed this shows.

Thanks  

Karl. 

[Bob75]

Hi Karl thanks for your help. Unfortunately the speed has remained below 40 megs over the week-end a speed test is attached. The speed test itself fails to complete.

regards

Bob

[Karl-TalkTalk]

Hi

I'm showing a healthy sync speed now, can you retest.

Karl.

[Karl-TalkTalk]

Hi

The DLM profile has not increased as yet, I'll see if I can push Openreach on this for you.

Thanks  

Karl. 

[Michelle-TalkTalk]

Morning,

I've re-checked the connection stats now and there has been no increase as yet so we will re-check the connection stats again on Monday.

Thanks

[Michelle-TalkTalk]

Morning,

Thanks for the update. It can take between 24-48hrs for DLM to start making changes to the speed if the connection remains stable. We will re-check the connection stats again on Friday to see how they compare and if DLM has made any changes.

Thanks

[Bob75]

Hi, the new Router arrived and the results are mixed. Positives, the wifi is noticeably better at reaching round the house. However, the speed issue has not been resolved. The speed (fixed connection) appears to be throttled back to 47 Mb per second. I have in the past had speeds near to 60 mb. per second. The Fibre 65 service is supposed to have average download speeds of 67mb per second See my attached Speed Test taken today which is poor both wired and over wifi.

I appreciate that the new router has only been up for 1 day and the line may need time to settle but the speed tests are all coming back as poor.

Any further advice would be appreciated.

Bob75.

[Karl-TalkTalk]

Hi

A router and returns bag are on the way.

Thanks  

Karl. 

[Bob75]

Yes please send a router for testing purposes. 
Thank you

Bob

[Michelle-TalkTalk]

Hello,

Ok, would you like us to send a replacement router for testing purposes to see how the speed compares? We would also send a router returns bag so that one of the routers can be returned.

Thanks

[Bob75]

Yes the main socket is connected to the router.  There is another socket in the bedroom I don’t have another router to test with I only have the TT router.

thanks

Bob

[Michelle-TalkTalk]

Hi,

Ok thanks for confirming. Is the router currently connected at the main socket? Do you have an extension sockets? Is the voice service ok with no noise on the line? Do you also have an alternative router that you could test with please?

Thanks

[Bob75]

Hi thanks for helping. I have the non-NTE socket and externally like the attached BT cover. This connection has worked well until recently when the speed dropped and remained low.

Bob

[Michelle-TalkTalk]

Hello,

Can I just confirm, which socket do you have please?

Your guide to main phone sockets - TalkTalk Help & Support

Thanks

[Bob75]

Our line does not have a test socket. The incoming line joins the internal wiring at a BT grey box by the front door. Internally the socket is a normal type not NTE5 with no removable faceplate. 
Thanks for looking into this issue.

 Bob.

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this and I will take a look now. I've run a test on the line which is clear but I can see that the sync speed has dropped. Does your main socket have a test socket please?

Thanks

[Bob75]

Thanks for your reply. The telephone sounds clear. Our line does not have a test socket. The incoming line joins the internal wiring at a BT grey box by the front door. Internally the socket is a normal type not NTE5 with no removable faceplate

Regards

Bob75

[ferguson]

Have you noticed any issues with your voice service, such as noise on the line? Have you tried connecting at the test socket?

Subject to that, the support team here will be glad to look into this for you, but with the weekend almost upon us you may not get a response before Monday.