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, no damage. Everything working fine, only the speed was dropping. My guess is you need to rebalance the line

[sabelo-TT]

Based on the checks we've completed, it appears that the issue may be within your home setup. Here’s a summary of what we’ve done:

• Run a line test today and no faults were detected
• Our systems have checked line data for the past 7 days and no issues were found
• You've confirmed your Broadband/Telephone equipment is connected to the main telephone socket and appears to be in good condition
• Ensured your router is current and up-to-date (if the issue impacts Broadband).

To assist further, we can provide additional guidance on checking your home setup. Alternatively, if you'd prefer, we can arrange for an engineer to visit and ensure your setup is optimized for the best possible service. There is a fee of £75 for the engineer visit, but this will be waived if the engineer identifies a fault with Openreach or a fault with the router where a replacement is required (this does not include set up).

What would you like to do?

[sabelo-TT]

Does any of the equipment appear to be damaged?

[Andries]

And I reset the router, no difference 

[Andries]

FTTC

[sabelo-TT]

Thank you for this. I need to find out what type of master, or main, telephone socket you have so I can give the correct troubleshooting advice. The master socket will be a white box on a wall, and is where the telephone line connects into your house from outside. Please browse to https://community.talktalk.co.uk/t5/Articles/Your-guide-to-main-phone-sockets/ta-p/2205432 - this page shows you images of the different socket types so you can identify which you have.

[Andries]

Can you call me as now I’ve lost all internet connection 

[Andries]

You’ll have to use my mobile 

[Andries]

No and the TalkTalk router is not coming online 

[sabelo-TT]

I do appreciate you for doing this. Are you able to make and receive telephone calls on your TalkTalk telephone line?

[Andries]

It’s on

[sabelo-TT]

Thank you for this. I will kindly ask for you to plug in the TalkTalk router you have at your possession, connect to it and confirm once done. 

[Andries]

Yes

[Andries]

But you can run a test and conclude that speed has not improved 

[sabelo-TT]

Thank you for this. Just to double check, do you have a TalkTalk router at your possession?

[Andries]

Done

[sabelo-TT]

I understand. Just to double check, do you have a TalkTalk router at your possession?

[Andries]

Doing it now (so will disappear) 

But again it is not a TalkTalk router, but will reset

[sabelo-TT]

Thank you for confirming to me. I will kindly ask for you to do the following for me to your router: 

1) Switch your router on, if it isn't already.
2) Locate the reset pinhole button. This is usually on the back or side of your router.
3) Gently push a pin, a straightened paperclip or another appropriate item into the hole until you feel a click. Hold it for 30 seconds.
4) Any lights on the front of the router should turn off and come back on again.
5) Once your router has fully booted and any lights are on, you can reconnect your devices to your Wi-Fi.

Kindly confirm with feedback once done. 

[Andries]

I will stay online now