Slow Speed

[kenajisan]

Hi All,

I have the Fibre 65 Package and up until about 12 months ago, I was getting between 45-60mbps downstream.  as of today I am getting 22mbps down.  Upload stays around 10mbps which has never changed overtime.

I have tried different routers, changed the filter and cable multiple times but nothing ever seems to correct the download speed.  Running tests on the circuit yield no faults detected.  I'm at a loss on what to do next.  I currently have a Draytek 2865Lac plugged in and this router tells me the max achievable download on the line can be 45 mbps. 

Anyone have any ideas?

[Michelle-TalkTalk]

Morning,

I've re-run the line test now which is clear, however I can see that the sync speed has dropped and also some re-connections on the line. If all testing has been completed at the test socket with alternative equipment then the next step will be to arrange an engineer visit. Would you like to go ahead with this?

Thanks

[kenajisan]

Hello,

Circuit just dropped and I've lost 10mbps on the download now its re-synced. 

[Karl-TalkTalk]

Hi @kenajisan

I've been keeping an eye on your line, and DLM has started to drop. Whilst I cannot see any errors, one of my tests is detecting a fault. 

I've logged this out to BT Openreach for a Non Appointed engineer - Non appointed means the engineer will be dispatched to look at the line without requiring an appointment be made with you to visit your property.  

Thanks

Karl.

[Karl-TalkTalk]

Hi, 

I can see one drop, but no change in DLM, the profile is still at 80mb and has not changed.

Karl.

[kenajisan]

Hi,

Just checked router. Looks to have dropped 7.5 hours ago. was asleep at the time.

[Karl-TalkTalk]

Hi

OK, keep an eye on things. I tested earlier and no retrains or drops / errors.

Karl.

[kenajisan]

Hi,

Just an update. nearly 24 hours in, SNR is creeping up, abet very slowly. speeds have not dropped though.

[Karl-TalkTalk]

Hi

Ok, please keep all equipment on and connected, and give me a nudge if the speeds start to drop.

Karl.

[kenajisan]

Reset has been done. SNR low and speeds back to expected.  lets see what happens

[Karl-TalkTalk]

Hi

OK, I'm going to see if we can get the DLM profile reset to raise this back up and increase the speeds.  After this, please leave the router connected and powered on with no reboots and we can then review the connection performance after 72hrs to see if this remains stable and with no further retrains.  If these do occur and the profile is lowered then we will need to consider an engineer for further investigation.

Thanks  

Karl. 

[kenajisan]

Hi,

Over the last 72 hours, downtime would have been:

Monday morning between 7:30 and 8:00am when I swapped router out for a Draytek.

This morning when I was asked to change router and microfilter by yourselves.

Any other downtime between these times would have been outside of my knowledge due to being at work.

[Karl-TalkTalk]

Hi

I've looked at all the levels across your line and no issues are showing. I've also pulled the DLM logs for the last 72 hrs and I can see where you powered down for 30 minutes, but no other errors.   When checking the fibre test it is showing a total of 18 retrains, so these are drops or breaks in the session.  Have you made sure the router is permanently on, with no manual reboots other than your 30 minute powerdown ?

Karl

[kenajisan]

With all due respect, I have done this many times over the last nine months. Have replaced a router and kept in connected for weeks. download speed has gradually decreased from high 50's to what it is now so I have no reason to believe anything is going to change today.

Its been over three hours since I changed the microfilter, cable and router this morning for you. below is the DSL status and as you can see, speeds are the same but the SNR margin has increased.

[Michelle-TalkTalk]

Hello,

Thanks. Would it be possible to keep the alternative router connected at the test socket for 24hrs so we can see how the stability compares please? Just to advise, the speed won't increase straight away if the connection is unstable.

Thanks

[kenajisan]

Have done both now:

DSL screen on the TP-link shows:

[Michelle-TalkTalk]

Morning,

I've run a test on the line which hasn't detected a fault, however I can see that the sync speed has dropped and the connection looks unstable. Would it be possible to connect an alternative microfilter and router to the test socket please so we can re-check the connection stats again? Is there any noise on the voice service?

Thanks

[kenajisan]

Hi,

Its been in the master socket for about three months now. I never bothered to put the faceplate back on after troubleshooting way back when. 

[Skynet_TX]

If running a test on the line has not shown any issues then if your master phone socket has a test socket you could try the router in there (via a microfilter), that would then eliminate any of the phone wiring in your home as being a possible cause of the problem.

You may well not see any change in speed immediately, but if there is a fault in your home wiring, and using the test socket bypasses that fault, then speeds would usually start to increase within 2 or 3 days.

[kenajisan]

Hi,

This is what my Service Status says. pretty much what I said above:

Turning off the router for 30 minutes doesn't change anything. 

[Skynet_TX]

Hi @kenajisan,

If you go to the Service Centre what does it show for your ‘Estimated Speed’ and your ‘Measured Speed’.

Has the 'Measured Speed' also dropped to something close to 22mbps ?. If the 'Measured speed' is still good (i.e. up nearer your 45-60 speeds) then try switching the router off for over 30 minutes.

The TalkTalk Support Team on this community will be able to help, they will hopefully be able to respond to this post tomorrow.