Slow broadband speeds

[Veiled]

Hi everyone,

I have been getting slow speeds for the past couple weeks. I am on 65Mbps contract but I have not been getting the guaranteed speeds. Sometimes when I do speedtest in the evenings I am getting 3Mbps and during the day its fixed at 25-30Mbps.

I did a reset and created a fault at account level, I would appreciate your guidance.

Regards,

[Veiled]

Thanks Chris, please advise on next steps.

Regards,

[Chris-TalkTalk]

OK thanks. If there's no improvement by tomorrow then we can arrange an engineer visit to investigate further 

Chris

[Veiled]

Hi Michelle,

I was getting speeds between 55mbps - to 64 mbps before.

Regards,

[Michelle-TalkTalk]

Morning,

I've re-checked the connection stats and still no change in the sync speed. What speeds were you originally receiving before the speed dropped please?

Michelle

[Veiled]

Thanks Michelle, I look forward to hearing from you when you have an update.

In the meantime, I will return the previous router.

Regards,

[Michelle-TalkTalk]

Good morning,

Thanks for the update. I've checked and DLM hasn't increased the sync speed as yet. It can take up to 48-72 hours if the connection remains stable so we'll re-check your connection stats again in the morning. Unfortunately we can't manually adjust the speed as this is managed by DLM.

Please can you return the router in the router returns bag provided.

Thanks

Michelle

[Veiled]

Evening Debbie/Michelle,

I have received the replacement router, thanks for that. Router is still connected to the test socket and I am getting maximum speeds of 30mbps same as the previous router.However I will observe if the speed fluctuates like the previous one and goes below 3mbps.

Can you please check and see if DLM can increase the speeds asap so I can check if this go back up to guaranteed speeds? I believe this has been fixed and does not go above 30mbps.

Also, do you want me to keep the previous router as it is working or send it back?

Regards,

[Veiled]

Thanks for the info Gliwmaeden2. 

I guess the issue is as stated I am not getting the guaranteed speeds as stated under my contract.

I will give this another go when the replacement router arrives. Hopefully the DLM can increase the speeds by then.

Regards,

[Gliwmaeden2]

@Veiled, the contract carries a minimum guaranteed speed, which you may be able to check in your contract emails or in My Connection. Fibre65 is the package name. 

[Debbie-TalkTalk]

Hi @Veiled 

The replacement router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

[Veiled]

I just tested again now and the speed fluctuates.

The maximum is set as 30mbps I guess with DLM speed increase not applied yet.

I can have a look with replacement router and see if I get the guaranteed speeds as 65Mbps contract states.

[Michelle-TalkTalk]

Morning,

Ok, would you like us to send a replacement router to rule this out and see how the connection/speed compares?

Thanks

Michelle

[Veiled]

Morning Michelle, 

Sadly, I do not have a replacement router to test at the moment. Do you reckon this could be the issue? Currently getting 3,5 mbps speed.

Regards,

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. Can I just confirm, have you ever tested with a replacement router?

Thanks

Michelle

[Veiled]

I just did another speed test now but sadly the the results are unacceptable.

Please see below for your reference.

 

[Veiled]

Thanks Michelle.

I will keep an eye on this and see how it fares over the next couple of days. 

[Michelle-TalkTalk]

Morning,

I've re-checked and it looks like the connection has started to stabilise. Hopefully DLM will start to increase the speeds over the next few days.

Michelle

[Veiled]

Thanks Michelle, I look forward to hearing back from you.

Regards,

[Michelle-TalkTalk]

Good afternoon,

Thank you. I've re-run the line test now and it's clear. I'll re-check your connection stats again first thing in the morning to see how the stability compares now that the router is connected to the test socket. If the connection remains stable then DLM should hopefully start to increase the speeds again.

Thanks

Michelle

[Veiled]

This is done now, I have plugged into test socket.

Please proceed.

Regards,