VSDL Bandwidth keeps dropping

[Andries]

This I think my third time my bandwidth has dropped, now too 22 Mbps. I am tired of going to the helpdesk who are then follow a complete protocol checking my internal WiFi until they find out the problem is with the TalkTalk connection. Then in most cases nothing happens as I am diverted to yet another team and each time it takes me at least half a day.

Last time I raised this here and it was solved and my speeds was (shortlived) 33 Mbps (28 Mbps is the contracted value), 22 what I have now is on the edge if I work from home and my wife watches TV..
I attach the screenshot from the TalkTalk side showing it already one week below the contracted value and I hope they are able to solve this permanently so I don't have to complain every quarter.

Screenshot from TalkTalk website showing my BW is below 28 Mbps

[Andries]

No, don’t have that

[sabelo-TT]

Thank you for this. Do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line? For example a care alarm, lifeline, health pendant or fall detector.

[Andries]

I’m home now, will start traveling tomorrow  

[sabelo-TT]

Thank you for this. If I may kindly ask, will the wife be able to get in touch with us since we will be checking on this matter, we will need to confirm minor details with the equipment and master socket. 

[Andries]

I think it's caused that I'm using a different router and your load balancing software doesn't work with that router type. So it goes up and then slowly decreases over time.

[Andries]

Unfortunately not at home... will be travelling but my wife is at home with poor internet.

This afternoon after 1:30 pm I'll be home until about 4 pm.

[Mandisa-TT]

@Andries I have gained access to your account and I do see that your speed is below minimum guaranteed I will be able to run checks on your line, please confirm if you are at home to proceed.

[Mandisa-TT]

Hi @Andries I will access your account and check this for you.

[Gliwmaeden2]

@Andries, Karl-Talktalk no longer works here, but I'll re-escalate this thread for staff support. 

Your speed results still show the broken line indicator for minimum guaranteed speed as c 22Mbps....

Not what you say it shows in the contract. It's worth getting that checked out as there shouldn't be a discrepancy. 

That needs clarification from Talktalk, as it affects the trigger point for sending out engineers etc when speeds are frequently below the minimum guaranteed. 

[Andries]

Hi Karl,

My bandwidth is dropping again. You reset worked for about 4 months! Can you try it again please?

Router reading at my VSDL

En TalkTalk reading (guaranteed speed 28 Mbps):
Screenshot of TalkTalk measurement

[Gliwmaeden2]

@Andries, the notifications are from a No Reply address so staff don't receive them. 

Always respond in the thread unless staff ask for a PM.

[Karl-TalkTalk]

Hi

Check your phone for any issues, noise on the line etc.  Make sure you keep the router switched on so that DLM does not drop.

If the drops do continue, this may then require an engineer.

Thanks  

Karl. 

[Andries]

Hi Karl,

Did reply to your email but don't see my response here.

It did work perfectly my downloadspeed is now 33 Mbps which is great!

Do you have any idea why it keeps going down in a few weeks time and I need to get back to this panel to get it restored?

Many thanks,

André

Reading from my router 33 Mbps!

[Karl-TalkTalk]

Hi

I've reset DLM profile via Openreach, see if this helps.

Karl.

[Andries]

No the guaranteed speed in my contract is 28 Mbps, reported the issue earlier this week on the chat but got referred from one department to another. This has. happened twice in the current contract period and usually take me half a day. I don't have the time and the issue is clearly on the side of TalkTalk. So I hope someone will look into this. I think they lower the threshold to prevent error messages, instead of resolving the issue. This is the current status and the attenuation of 17 dB is way too high.
Screenshot from my VSDL status today April 19th

But thanks for moving this to the right branch. Attached the relevant section from my contract, much appreciated. 

Relevant screenshot from my contract

[Gliwmaeden2]

It looks like the chart is showing c 22Mbps as the guaranteed minimum, @Andries.

Did your most recent contract documentation show the higher figure?

Staff are not on here over weekends. I'll move this to the broadband section, as you have posted in the lounge area, where it might not reach staff at all.