Slow and unusable broadband in the evenings

[AndrewAndrew]

I have been with Talk Talk for just over a month now and struggling with the service.  During the day it mostly seems fine, although it does sometimes give connection issues for my wife who works from home, usually resetting the router will sort this out.

However the evenings are virtually unusable, streaming TV on a hardwired connection was nearly impossible until I changed the settings for all the streaming services to minimum quality, so now I can watch but they are poor quality on a big screen, even Echo Dots won't stream music.  Again usually a router reset will give better speeds for a while.  Even Echo Dots won't stream music.

Before moving to Talk Talk I was with Sky and never had any issues with slow speeds at any time of the day.

I have been on chat with Talk Talk on a few occasions, was on the telephone last night which was utterly useless as all they wanted to tell me were things I had already tried, and once I got one speed test over the guaranteed speed(straight after a reset then the consequent ones were below) they wanted to get me off the phone telling me they have 30 days to look at this before I can cancel without penalty.  I won't be waiting that long, I am utterly disgusted with the service.  I work full time and run my own business part-time, time is precious to me, I have wasted close to a day on calls, chats and logging speeds.  

I am no expert on broadband but from what I know and what I have read, it seems that there could be too many people using the lines that Talk Talk have rented from BT and the amount of people on the line is slowing my already slow speed.  I must also add that I am rural and my best speed for download/upload is expected to be 18Mbps/1Mbps, which whilst not great is acceptable.

Below is a log from last night and this morning detailing speed test that I carried out, times, the method I was connected and also the number of devices that were connected to the hub, and any other relevant details such as what the other devices were doing.

16/2/22
21:08 - WIRELESS - 2.4GHZ - 19 DEVICES CONNECTED - connection dropped out and would not complete
21:11 - WIRELESS - 2.4GHZ - 19 DEVICES CONNECTED - connection dropped out and would not complete
21:13 - WIRELESS - 2.4GHZ - 19 DEVICES CONNECTED - connection dropped out and would not complete
21:15 - WIRELESS - 2.4GHZ - 19 DEVICES CONNECTED - connection dropped out and would not complete
21:16 - WIRELESS - 2.4GHZ - 19 DEVICES CONNECTED - 1.7Mbps down - 1.1Mbps up
21:24 - WIRELESS - 2.4GHZ - 2 DEVICES CONNECTED - 0.7Mbps down - 1.0Mbps up
21:28 - WIRELESS - 2.4GHZ - 1 DEVICE CONNECTED - 1.6Mbps down - upload wouldn't complete as connectiomn dropped out
21:32 - WIRED - 1 DEVICE CONNECTED - 4.3Mpbs down - 0.9 Mbps up
21:34 - WIRED - 1 DEVICE CONNECTED - 2.5Mpbs down - 1.0 Mbps up
21:36 - WIRELESS - 2.4GHZ - 1 DEVICES CONNECTED - 1.0Mbps down - 1.0Mbps up
21:43 - WIRELESS - 5GHZ - 1 DEVICES CONNECTED - 4.6Mbps down - 0.9Mbps up
21:51 - WIRELESS - 5GHZ - 1 DEVICES CONNECTED - 0.4Mbps down - 1.0Mbps up
17/2/22
09:18 - WIRELESS - 5GHZ - 2 DEVICES CONNECTED - 17.2Mbps down - 1.0Mbps up
09:21 - WIRELESS - 5GHZ - 1 DEVICE CONNECTED - 17.1Mbps down - 0.9Mbps up
09:21 - WIRED - 1 DEVICE CONNECTED - 20.0Mbps down - 1.0Mbps up
09:27 - WIRELESS - 5GHZ - 17 DEVICES CONNECTED - 7.8Mbps down - 1.0Mbps up(DEVICES BEING USED SUCH AS IPADS)
09:32 - WIRELESS - 5GHZ - 19 DEVICES CONNECTED - 8.5Mbps down - 1.0Mbps up(DEVICES BEING USED SUCH AS IPADS AND NETFLIX STREAMING ON TV)
09:35 - WIRED - 21 DEVICES CONNECTED - 12.8Mbps down - 0.4Mbps up(DEVICES BEING USED SUCH AS IPADS AND NETFLIX STREAMING ON TV)
09:37 - WIRELESS - 5GHZ - 21 DEVICES CONNECTED - 17.4Mbps down - 1.1Mbps up(DEVICES BEING USED SUCH AS IPADS AND NETFLIX STREAMING ON TV)

Hopefully someone can help before I pull the plug and go back to my old provider, I'd happily pay their more expensive prices again for a service that works!!

[Michelle-TalkTalk]

Morning,

I'm sorry to hear that. Unfortunately we can't process any cancellation requests via the Community. I'd recommend contacting the Loyalty Team directly as they will be able to look into this for you.

Thanks

[AndrewAndrew]

@Michelle-TalkTalk 

I'm not prepared to have an engineer visit and risk having to pay if no fault is found, as I have demonstrated that the speed is ok during working hours.  I will happily pay if a fault is found with anything in my house.

Can you please arrange for the contract to be cancelled, I will not be paying any termination charges, I have demonstrated that the service is not giving me the speeds I should be achieving on multiple occasions.

[Michelle-TalkTalk]

Hi,

Apologies, this is the latest time that we offer for an engineer visit. 

Thanks

[AndrewAndrew]

@Chris-TalkTalk 

I’ve looked at this, and as you can see the issues I’m having are mostly in the evenings, so if an Engineer comes out, and doesn’t find any fault as it’s generally ok in the daytime and I’m still experiencing slow speed in the evening and I’ve had to payout for and Engineers visit abs do am no better off. 

[Chris-TalkTalk]

Hi AndrewAndrew,

Please see Engineers charges for a full explanation of potential charges

Thanks

Chris

[AndrewAndrew]

If this is the next step, however I would like to know what costs are involved before proceeding, and also that as the problem appears to be in the evening and if the engineer visits during the day and there can be no problem found what happens in that case. 

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. As the the network team have already checked this and couldn't see any signs of congestion then the next step would be to arrange an engineer visit to the property. Would you like us to arrange this for you and we can confirm some details?

Thanks

[AndrewAndrew]

@Chris-TalkTalk 

The new router arrived, I installed it and have carried out tests, results as shown below.

THERE DOES NOT  APPEAR TO BE ANY SIGNIFICANT CHANGE IMMEDIATELY, I AM GETTING VERY FRUSTRATED BY THIS, I MOVED FROM ONE SERVICE PROVIDER(SKY) TO ANOTHER(TALK TALK) AND NOW I AM HAVING SPEED ISSUES AFTER NEARLY 2 YEARS HASEL FREE, AND PAYING FOR A SERVICE THAT IS UNUSABLE IS BEYOND AS JOKE.

27/2/22

21.31 Wired - no other devices connected download 0.8Mbps Upoload 0.9Mbps

Microsoft Windows [Version 10.0.18362.959]
(c) 2019 Microsoft Corporation. All rights reserved.

C:\Users\Ruby>ping google.co.uk

Pinging google.co.uk [172.217.16.227] with 32 bytes of data:
Reply from 172.217.16.227: bytes=32 time=26ms TTL=58
Request timed out.
Reply from 172.217.16.227: bytes=32 time=23ms TTL=117
Reply from 172.217.16.227: bytes=32 time=22ms TTL=117

Ping statistics for 172.217.16.227:
Packets: Sent = 4, Received = 3, Lost = 1 (25% loss),
Approximate round trip times in milli-seconds:
Minimum = 22ms, Maximum = 26ms, Average = 23ms

C:\Users\Ruby>tracert google.co.uk

Tracing route to google.co.uk [172.217.16.227]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms ttrouter.lan [192.168.1.1]
2 * 31 ms 44 ms ae50-ner002.msp.as13285.net [78.144.1.35]
3 17 ms 17 ms 17 ms ae50-scr002-msp.as13285.net [78.144.1.34]
4 28 ms 26 ms 22 ms ae63-scr102.loh.as13285.net [78.144.1.132]
5 37 ms 25 ms 22 ms host-78-144-4-35.as13285.net [78.144.4.35]
6 24 ms 22 ms 25 ms 209.85.249.187
7 22 ms 22 ms 25 ms 142.251.52.149
8 21 ms 23 ms 22 ms mad08s04-in-f3.1e100.net [172.217.16.227]

Trace complete.

21.35 Wired - no other devices connected download 2.9Mbps Upoload 0.9Mbps

NEW ROUTER FITTED 21.38

21.42 Wired - no other devices connected download 19.4Mbps Upoload 0.9Mbps

Microsoft Windows [Version 10.0.18362.959]
(c) 2019 Microsoft Corporation. All rights reserved.

C:\Users\Ruby>ping google.co.uk

Pinging google.co.uk [172.217.16.227] with 32 bytes of data:
Reply from 172.217.16.227: bytes=32 time=31ms TTL=117
Reply from 172.217.16.227: bytes=32 time=22ms TTL=58
Reply from 172.217.16.227: bytes=32 time=33ms TTL=58
Reply from 172.217.16.227: bytes=32 time=23ms TTL=117

Ping statistics for 172.217.16.227:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 22ms, Maximum = 33ms, Average = 27ms

C:\Users\Ruby>tracert google.co.uk

Tracing route to google.co.uk [172.217.16.227]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms ttrouter.lan [192.168.1.1]
2 36 ms 35 ms 37 ms ae50-ner002.msp.as13285.net [78.144.1.35]
3 14 ms 15 ms 14 ms ae50-scr002-msp.as13285.net [78.144.1.34]
4 24 ms 21 ms 21 ms ae63-scr102.loh.as13285.net [78.144.1.132]
5 22 ms 22 ms 27 ms host-78-144-4-35.as13285.net [78.144.4.35]
6 22 ms 22 ms 22 ms 209.85.249.187
7 22 ms 21 ms 21 ms 142.251.52.149
8 22 ms 24 ms 22 ms lhr48s28-in-f3.1e100.net [172.217.16.227]

Trace complete.

21.49 Wired - 12 other devices connected(Wifi) download 16.4Mbps Upoload 0.9Mbps
21.52 Wired - no other devices connected download 16.5Mbps Upoload 0.9Mbps
22.09 Wired - 14 other devices connected - could not connect to network
22.13 Wired - no other devices connected - could not connect to server
22.13 Wired - no other devices connected 2.1Mbps download 0.6Mbps upload

Microsoft Windows [Version 10.0.18362.959]
(c) 2019 Microsoft Corporation. All rights reserved.

C:\Users\Ruby>ping google.co.uk

Pinging google.co.uk [172.217.16.227] with 32 bytes of data:
Reply from 172.217.16.227: bytes=32 time=23ms TTL=117
Reply from 172.217.16.227: bytes=32 time=22ms TTL=117
Reply from 172.217.16.227: bytes=32 time=22ms TTL=117
Request timed out.

Ping statistics for 172.217.16.227:
Packets: Sent = 4, Received = 3, Lost = 1 (25% loss),
Approximate round trip times in milli-seconds:
Minimum = 22ms, Maximum = 23ms, Average = 22ms

C:\Users\Ruby>tracert google.co.uk

Tracing route to google.co.uk [172.217.16.227]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms ttrouter.lan [192.168.1.1]
2 15 ms 15 ms 16 ms ae50-ner002.msp.as13285.net [78.144.1.35]
3 30 ms 24 ms 29 ms ae50-scr002-msp.as13285.net [78.144.1.34]
4 26 ms 21 ms 21 ms ae63-scr102.loh.as13285.net [78.144.1.132]
5 22 ms 21 ms 22 ms host-78-144-4-35.as13285.net [78.144.4.35]
6 * 21 ms * 209.85.249.187
7 35 ms 35 ms 33 ms 142.251.52.149
8 25 ms 22 ms 21 ms lhr48s28-in-f3.1e100.net [172.217.16.227]

Trace complete.

22.13 Wired - no other devices connected 2.9Mbps download 0.9Mbps upload

[Chris-TalkTalk]

I've ordered the router, it should be with you within a couple of days but please allow up to 5 working days for delivery

Chris

[AndrewAndrew]

@Chris-TalkTalk 

Chris, please arrange this ASAP so I can try and get a solution to this. 

[Chris-TalkTalk]

We can send a router to test with, would you like us to arrange this?

Chris

[AndrewAndrew]

@Michelle-TalkTalk 
No my old router had to be returned to the previous provider. 

[Michelle-TalkTalk]

Hello,

They have checked this and advised that they can't see any peak time congestion that would be causing the slow speeds of an evening. Do you have an alternative router that you can test with please just so we can rule this out?

Thanks

[Michelle-TalkTalk]

Morning,

Thank you for running the tests. The evening results shows a little bit of packet loss so I've passed this to one of our Network Engineers now and have asked if they can take a look. I will post back as soon as I receive an update on this.

Thanks

[AndrewAndrew]

@Michelle-TalkTalk

Hi,

Please see results below, the test was ran @ approx 19:40 on 17/2/22

A speed test was ran just before and returned the following

19:39 - Wired - 1 Device connected - 0.7Mbps download 0.9Mbps upload

C:\Users\Ruby>ping google.co.uk

Pinging google.co.uk [216.58.212.227] with 32 bytes of data:
Reply from 216.58.212.227: bytes=32 time=26ms TTL=116
Reply from 216.58.212.227: bytes=32 time=21ms TTL=116
Reply from 216.58.212.227: bytes=32 time=24ms TTL=116
Request timed out.

Ping statistics for 216.58.212.227:
Packets: Sent = 4, Received = 3, Lost = 1 (25% loss),
Approximate round trip times in milli-seconds:
Minimum = 21ms, Maximum = 26ms, Average = 23ms

C:\Users\Ruby>tracert google.co.uk

Tracing route to google.co.uk [216.58.212.227]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms ttrouter.lan [192.168.1.1]
2 * 28 ms 29 ms ae50-ner002.msp.as13285.net [78.144.1.35]
3 29 ms 30 ms 16 ms ae50-scr002-msp.as13285.net [78.144.1.34]
4 * 37 ms 28 ms ae63-scr102.loh.as13285.net [78.144.1.132]
5 * 23 ms 24 ms 72.14.208.22
6 * * * Request timed out.
7 22 ms 21 ms 22 ms 216.239.63.219
8 * 24 ms 28 ms lhr25s28-in-f3.1e100.net [216.58.212.227]

Trace complete.

The next test was ran at 09:10 on 18/2/22 and a speed test was ran before

09:10 - wired - 1 device connected - 22.7Mbps download 1.0Mbps upload

Microsoft Windows [Version 10.0.18362.959]
(c) 2019 Microsoft Corporation. All rights reserved.

C:\Users\Ruby>ping google.co.uk

Pinging google.co.uk [216.58.212.227] with 32 bytes of data:
Reply from 216.58.212.227: bytes=32 time=21ms TTL=116
Reply from 216.58.212.227: bytes=32 time=21ms TTL=116
Reply from 216.58.212.227: bytes=32 time=21ms TTL=116
Reply from 216.58.212.227: bytes=32 time=21ms TTL=116

Ping statistics for 216.58.212.227:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 21ms, Maximum = 21ms, Average = 21ms

C:\Users\Ruby>tracecert google.co.uk
'tracecert' is not recognized as an internal or external command,
operable program or batch file.

C:\Users\Ruby>tracert google.co.uk

Tracing route to google.co.uk [216.58.212.227]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms ttrouter.lan [192.168.1.1]
2 14 ms 14 ms 14 ms ae50-ner002.msp.as13285.net [78.144.1.35]
3 14 ms 14 ms 14 ms ae50-scr002-msp.as13285.net [78.144.1.34]
4 21 ms 22 ms 21 ms ae63-scr102.loh.as13285.net [78.144.1.132]
5 22 ms 22 ms 37 ms 72.14.208.22
6 21 ms 21 ms 21 ms 209.85.253.95
7 22 ms 22 ms 21 ms 216.239.63.219
8 21 ms 20 ms 20 ms ams16s22-in-f3.1e100.net [216.58.212.227]

Trace complete.

C:\Users\Ruby>

[Michelle-TalkTalk]

Hi,

Ok thanks for confirming this. Please can you run a wired ping and trace route when the speed is ok and also run another wired test when the speed drops and post the results into the thread. We can then ask our Network Team to take a look.

Run a Ping or Traceroute

Thanks

[AndrewAndrew]

@Chris-TalkTalk 

Not that I am aware, I was on with one of your colleagues for approx 1/2 hr last night and had no issues with any noise on the line. 

[Chris-TalkTalk]

Hi AndrewAndrew,

Are you experiencing any problems with your telephone service, any noise on the line?

Chris

[AndrewAndrew]

@Michelle-TalkTalk 

I ran tests on 9/2/22 and similar to the results earlier posted and on that occasion I ran a wired test with only one device connected @ 20:50, 2 minutes after the router had been reset and the download/ upload was 4.3Mbps/0.8Mbps. 

So in answer to the question, No it didn't appear to make a difference.

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. I've run a test on the line now which hasn't detected a fault, however I can see re-connections on the line. Can I just confirm, when the speed drops of an evening with just the one wired device connected, if you reboot the router does the speed increase at all?

Thanks