Slow download and high ping

[bearback]

Hi

I am on 150 fibre, my speed has always been good. Today the speed dropped to only 1.60 Mbps and max I have seen today us only 3 Mbps. Upload does not seem to be effected. Ping is very high on tests 500 ms.

Cannot use Internet as its just to slow 

I have reset and Rebooted the BT modem. Rebooted router. I use my own router but tried another router and that was the same.

Run out of ideas  can you check your end or any issues in my area.

My details are all added in my profile.

Using another Internet to post as my home Internet is unusable 

Thank you

[Michelle-TalkTalk]

Morning,

Unfortunately we don't have the option to reset DLM as this is usually completed by an engineer following a fault investigation at the property. DLM should increase the speed if the connection remains stable for a prolonged period of time.

Thanks

[bearback]

just a thought, running the connection tester from my account. Does that effect my DML profile as the drop in the speed to the router corresponds to the tester. Since I stopped using it the speed to router has stopped falling.

Please can my DML Profile is reset. 

[Michelle-TalkTalk]

Morning,

We can arrange an engineer visit for you but we just have to advise that if the engineer is unable to locate a fault and advises that the speed is within the guaranteed speed range then this visit would potentially be chargeable. If you would like us to arrange an engineer visit then please let us know.

Thanks

[bearback]

Still falling, doesn’t matter if it’s above the guaranteed minimum . There’s clearly a fault as i have not had many issues over the last eight years. The speeds always been stable and achieved the full speed i pay for.

Is there any issues in my area, last time I had to go though all the checking of my equipment, forgot how many times I was asked to reboot, tun off etc as it’s always indicated it’s my end as you guys don’t appear to see anything and keep quoting sync speed is good. Turned out to be a fault with Openreach.

if the speed is 140 Mbps to the router then that’s not correct anyway as it’s usually 154 and resently 160.

[Chris-TalkTalk]

OK thanks. Your speed test results seem to be consistently around 130Mbps over the last few days which is well above the guaranteed minimum. Could you continue to monitor your speeds and if they do continue to fall please let us know.

Chris

[bearback]

Yes looked at that

[Chris-TalkTalk]

Ok thanks for trying that, is the modem currently connected to the test socket?

Chris

[bearback]

Switched modem off, no improvement. In fact running a speed test it’s now slower.

[Chris-TalkTalk]

I'm not saying it's the fastest speed, as you say the fastest sync speed is 160Mbps. What I'm saying is that you are on the fastest line profile which will allow a speed of up to 160Mbps with a 3db snr. So resetting DLM wouldn't improve your speed.

Could you switch the Openreach modem and router off for 30 minutes then switch back on and retest. Please let us know if there's any improvement

Chris

[bearback]

The sync speed was 160Mbps that gave me 152Mbps download, so the 143 is not the fastest.

sync speed has always been between 154 and 160.

The speed through the day seems to vary as low as 105Mbps.

[Chris-TalkTalk]

Hi bearback,

Line test is passing, sync speed is currently 143.0Mbps. You are on the fastest line profile available so resetting DLM wouldn't improve your speed.

When you say it's not stable, is the connection dropping? I can only see a couple of reconnections over the last few days

Chris

[bearback]

since the outage was fixed.
over the last 7 days my download speed is slowly dropping, upload seams fine.

reported speed to router was 160 Mbps each day it drops lower each day, it’s now down to 139Mbps to the router. So my download speed is effected and it’s not stable.

Running the connection tester always shows a active fault, are there any reported issues.

checked area network for issues but as usual it useless.

since Openreach have been working in our area the internet has been unreliable.

before I am asked, yes I have done all the usual things asked each time, the issue appears to be the sync speed dropping.

reset and turned of modem for 30 mins and longer.

rebooted and reset router.

I use my own router but swopped router, talktalk router has the same results/issues.

can my profile be reset? 

[Michelle-TalkTalk]

Morning,

Thanks for confirming and I'm glad to hear the speeds have improved again.

Thanks

[bearback]

Both download and upload speed has returned to normal, ping and jitter is also low. Openreach finally fixed the fault in our area friday evening/sat morning. As i said this effected a lot of people in our area. Not just TalkTalk users but other internet provider customers also.

Openreach is updating our area to Ultrafast full fibre, they are currently in our village.

[Chris-TalkTalk]

Hi bearback,

Thanks for the update. Has there  been any improvement in throughput speeds over the weekend, sync speed is 160Mbps?

Chris

[bearback]

Well I was not that impressed with the so called engineer visit. Well actually he did not even come to my house to check anything. Texted me from the street cabnet to say he was checking every thing. My line was OK but issue with the talktalk:hub and said 3200 people have similar issues. Waited patiently for more updates and even text him to see how he was progressing but nothing. So I have waited all this time for no actual engineer to even have the curtesy to call at my door and explain the situation. To top it all I then receive several texts and emails to say the engineer has resolved the service issue. To contact live chat if I am experiencing any connection issues.

The issue has not been fixed, in fact your speed connection test does not even register my speed to devices as its so low. Internet is not even usable.

Considering I have waited in all day in case the engineer actually came to the house the fees should be reversed and I should charge talktalk a fee for no show. 🙂

Can I have a credit put on my account for loss of services ?

Loads of people in my are starting to complain, think it's something to do with the full fiber upgrade in the area.

[Chris-TalkTalk]

Hi bearback,

I've booked the appointment for tomorrow morning - March 17 2023, AM - please let us know how you get on

Chris

[bearback]

Replied to pm

[Chris-TalkTalk]

Hi bearback,

Thanks for answering the security questions. I've sent you a PM requesting a little more information

Chris

[bearback]

Replied to your pm with info required.