Slow/Intermittent Broadband

[Richard_Whitney]

Hello,

Normally we get a download speed of 2-3mbps via a wired connection, but for the last few days we’ve been dropping down to around 0.3mbps. Sometimes it’s gone off entirely. Speeds are from the test socket, with no other appliances connected and all sockets have filters. The landline is working fine.

The speed goes up again after a router reset, but only for a few hours. We’re in a pretty poor area in terms of infrastructure.

Would it be possible to reset the line again please? This has worked well in the past. 

Thanks in advance,
Richard

[Debbie-TalkTalk]

Hi @Richard_Whitney 

Apologies for this. Our warehouse team are aware of this issue and will be sending out new returns bags.

Yes you can put the two routers in the one bag.

[Gliwmaeden2]

They know about the dodgy labels, @Richard_Whitney so you'll be sent a correct one. They had a bad batch.

[Richard_Whitney]

Hi Debbie, unfortunately the return label wouldn’t scan at the post office. Would it be possible to send out another one please?

We’ve actually got two old routers here if they’re ok going in the same bag?

Thanks,

Richard

[Richard_Whitney]

A fool’s hope 🙂

[Richard_Whitney]

Thanks Debbie, yes still just the copper at the minute so we’ll have to wait and see. 

Thanks for all your help anyway!

[Richard_Whitney]

Thanks Divsec, I did look at one of their new maps the other day and we’re ‘under review’. 

[Debbie-TalkTalk]

Hi @Richard_Whitney 

That's great, thanks for letting us know.

In regards to FTTP, have you checked the availability checker on the page below?

Your Future Fibre Support Hub

[Divsec]

Hi @Richard_Whitney this organisation can help you spot the trends https://www.thinkbroadband.com/ they have some very good information tools.

[Gliwmaeden2]

Nobody knows anything ahead of time, @Richard_Whitney.

You can't be told ahead of time. It's not something that customer support / forum staff are privy to. 

You basically have to wait until "computer says YES".

[Richard_Whitney]

Hi Debbie,

Back up to 2mbps, so the new router seems to have done the trick. We’ll get the old one posted back to you. Thanks for your help. 

Just out of interest, do you guys ever get a heads up regarding areas that are going to be upgraded to fibre, or just when it’s become available? I think we’re on Openreach’s list and obviously we’d like to upgrade when possible 🙂

All the best,

Richard

[Debbie-TalkTalk]

Hi @Richard_Whitney 

How's the connection been over the weekend?

[Debbie-TalkTalk]

Morning Richard @Richard_Whitney 

That's great, thank you 🙂

I will check in again with you on Monday to see how the connection has been.

Debbie

[Richard_Whitney]

Hi Debbie,

Thanks for the new router, it’s set up now so we’ll keep an eye on it over the next couple of days. 

Richard

[Debbie-TalkTalk]

Hi Richard

Thank you. Please let us know how you get on.

Debbie

[Richard_Whitney]

Thanks Debbie, I’ll plug our latest one in for now just to get the speeds up in the meantime. 

[Debbie-TalkTalk]

Hi @Richard_Whitney 

Thanks for your reply.

There are some re connections showing on the line. I have ordered a replacement router, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with the new router.

Debbie

[Richard_Whitney]

Hi Michelle,

Could we try a new router please? It seems to have become even slower overnight so is pretty unusable now, around 300-400kbps. Does it look like it’s stopped dropping out at all?

Thanks,

Richard

[Michelle-TalkTalk]

Morning Richard,

Thank you for confirming. We'll re-check your connection stats in the morning to see if DLM has made any changes.

Michelle

[Richard_Whitney]

Hi Michelle,

Just connected the old router. The speed seems to be down on the Wi-Fi compared to the new one but happy to leave it plugged in for another day to see if it proves anything. 

Richard

[Michelle-TalkTalk]

Morning Richard,

Sure. Please post back here once the alternative router is connected and we can re-check your connection stats for you.

Thanks

Michelle