Wildly fluctuating broadband speed

[mackerel]

My (not fibre) broadband is giving an unreliable and variable speeds.  This is for my laptop as well as iphone 13.  The download speed can change from 19mbps to ZERO mbps within minutes.  Even when there is a claimed speed of 19 the refresh rate on Chrome is very slow.  Attached are speedsd for the last 2 days.

Can anyone in Talktalk help?

[mackerel]

OK

[Michelle-TalkTalk]

Hi,

Is it possible to connect the laptop wired the next time this happens so we can confirm if the slow speeds are solely related to the wireless or if it also happens wired?

Michelle

[mackerel]

Michelle - it makes no difference.  My main item (laptop) is 3m from the router in direct line of sight.  Ipad and iphones are similar, and TV about 5m not in direct line.

[Michelle-TalkTalk]

Hi,

When the speeds drop, are all devices affected at the same time? How far away are the devices from the router?

Michelle

[mackerel]

There are no wired connections.

[Michelle-TalkTalk]

Morning,

Thanks for confirming. I'm not sure why this is happening as the line tests are clear. If all testing has been completed at the test socket and the speeds are varying when connected wired, then the next step would be to arrange an engineer visit to the property if this happens again.

Michelle

[mackerel]

Michelle - it's running normally now, but that is only part of the issue.  Can you please explain why I am having these problems?  Thanks.

[Michelle-TalkTalk]

Morning,

I've re-run the line test now which is clear and the connection looks like it has started to stabilise since your last post. How is your connection at the moment?

Thanks

Michelle

[mackerel]

Debbie - I've had the new router a couple of weeks and things were ok to start, but we're back to the same problem.  Speeds are on the attached sheet.  Can Talktalk please get this fixed once and for all.  As a bonus problem, if I try to change the password on the router the whole system stops working and I have to reset the router.

[Debbie-TalkTalk]

Hi @mackerel 

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

Let us know how the connection compares with this router.

Thanks

[Gliwmaeden2]

The total loss of service would have to be sustained for a couple of days at a time at least, not intermittent drop outs, @mackerel.

 

Fuller examples are given here:

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

[mackerel]

Michelle - thanks, I look forward to getting new router.  I would have thought that having no internet service is a total loss.

[Michelle-TalkTalk]

Morning,

Have we recently replaced the router? If not then I think we should send a replacement router to see how this compares.

Our auto compensation policy is for total loss of service faults.

Thanks

Michelle

[mackerel]

Michelle - everything is wifi.  I'm not using any cables.  The situation sometimes seems ok but then downloads drop to zero, and then go back up to a good 19mbps.  There is obviously something wrong as this effects TV, laptop, iphones in exactly the same way.  Nothing else has changed but your service keeps failing.  Recent speeds

Can you please do something to sort this out asap.   I'm paying for a reliable service, so can you let me know what refunds you will be making.

[Michelle-TalkTalk]

Hi mackerel,

Apologies for the confusion, I just meant are the speeds ok if you run a wired speed test (device connected via a ethernet cable) to see how the speeds compare as this would show if the slower speeds are related to the wireless connection only. The line test is clear and the sync speed does look very consistent. How have your speeds been since yesterday afternoon?

Thanks

Michelle

[mackerel]

Michelle - I don't understand what you mean - I'm not sure I need to, but service has been reasonable this afternoon.  What I would like to know is what the problem has been since 18th Jan.  Do your records show this?

[Michelle-TalkTalk]

Morning,

The sync speed looks very consistent. Can I just check, is it only the wireless speeds which are affected? Are the wired speeds ok if you run a few speed tests?

Michelle

[mackerel]

Now I don't have any phone connection either

[mackerel]

AllyM - thanks for the suggestion, but I must be remarkably stupid as all I can ever find for any help is this community.  The link you sent takes me here, and I can't find any way to directly contact (one to one) anybody for technical help.  What am I missing?  Please help me find the right people to talk to.

I guess the next step will be for an engineer to come out - not a Talktalk one, but an Openreach one, AND I'll have to agree to accept a charge.  I'm not against being charged if I've done something wrong, but the Talktalk way is to not help unless you agree, and then charge you anyway.  It's then up to you to try and get your money back.

Not happy.😖

[mackerel]

Chris - My wifi icon says that I am connected to the internet, but currently my download speed is zero (it only shows to hundredths so may be a dribble), which may allow this message to be sent.  It's been 3 days now (been unable to contact earlier).  Can you give me any answers from your end.  The same problem exactly on my phone, so it doesn't seem to be a pc issue.  Here are today's fluctuating speeds.