Unusable speeds

[Carol_P]

Ran all checks, the speed is below 1Mbps, normally averaging around 0.5. I tried to use Live Chat, but it wouldn't work. If we leave the router unplugged for 30 mins, the speed goes up to around 8, but drops back down within an hour. It seems to be a problem with the router, but I'm currently unable to talk to anyone about it.

[Chris-TalkTalk]

Which type of master socket do you have?

Chris

[Carol_P]

Just the one socket.

[Chris-TalkTalk]

Do you just have the one telephone socket in your home or do you have one or more extension sockets?

Chris

[Carol_P]

Oh, then yes it is connected.

[Chris-TalkTalk]

Sorry, I'm not sure what you mean, the test socket is the telephone socket on your wall. Please see - Your guide to main phone sockets - TalkTalk Help & Support

Chris 

[Carol_P]

Hi, I can't seem to find the test socket. I think it might have been sent back with the old router.

[Chris-TalkTalk]

Thanks, I've found your details. Your speed does appear to be low. Is your router currently connected to your test socket - Your guide to main phone sockets - TalkTalk Help & Support

Chris

[Carol_P]

Thanks for the reply. I'm confused, I just checked and it was in the phone number by mistake, but I can't see where to add it so added to private notes. It is correct. Just need some help.

[Chris-TalkTalk]

Hi Carol,

I'm sorry to hear that you're experiencing problems with your service. Could you just check the account number that you've entered in your community profile and confirm that it's correct

Chris