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?

[Debbie-TalkTalk]

Hi @mackerel 

I'm really sorry to hear this. Did James know that the fault was still present when you spoke to him?

[mackerel]

James rang on Monday to monitor the changes he had made, but there was little difference.  In other words, I'm still getting random outages and variations in speed.  I will be leaving Talktalk as soon as I can.

[Debbie-TalkTalk]

Hi mackerel

Is my colleague from our faults escalation team still in contact with you?

[mackerel]

Things not noticeably improved yet, but I have noticed that if there does appear to be a workable service and I do a speed check which yields a good result, the system immediately reverts to being unuseable.  Perhaps speed testing over-stresses the system.  I have to restart the router after that.  Don't know if I'm right or whether this is useful

[Debbie-TalkTalk]

Hi @mackerel 

I'm so sorry again for all the delays.

Our Faults escalation team have confirmed that they have now made contact with you.

Thanks

[mackerel]

Debbie - another day and no response from your network team.

[Debbie-TalkTalk]

Hi @mackerel 

I'm really sorry for the delay. I've chased the team for updates and I will post back here as soon as they come back to me.

[mackerel]

Chris - still exactly the same wild fluctuations.  Problem is with laptop, PC, iphone, ipad and TV.  All with no service.  I noticed one of my extender's lights fluctuating from none to three all the time.  No response at all from network team.  Current speeds below.

I'm sending this now as it seems there is a slight break in my internet blackout for a moment.  Note that within a minute the download goes from hero to zero.

Please can you get something done?

[Chris-TalkTalk]

OK thanks. I'll pass it over to our network team and ask them to take a look

Chris

[mackerel]

Chris - this morning download is 19.5 which is about as good as I ever get.  The fluctuation is from this figure to undetectable speeds of download, although my internet icon shows that I am connected.  So I think it is fluctuations mainly, although most mornings I do get messages on some apps that my internet has been restored.  Both are unacceptable and I seem to suffer them both.

[Chris-TalkTalk]

Sorry, just to confirm, you have currently got a broadband connection haven't you, it's just that the speed is fluctuating?

Chris

[mackerel]

Chris - I have no problem with you running diagnostics, but your toaster analogy falls short.  If I had no electricity (like no broadband) they wouldn't ask me to tinker.  Anyway this doesn't get us further forward.  Last time I was contacted by your network team, I regret to say they seemed to know nothing, so I hope this is better.  Incidentally, I connected an ethernet cable with same results - or lack of them.

[Chris-TalkTalk]

I'm sorry but we do need to run through diagnostics. I disagree that you wouldn't have to do this with water or electricity. If you contacted your utilities company and told them that your toaster isn't working I'm sure they would ask you to run through some diagnostics rather than just assume that there is a fault with the electricity supply (especially if they run tests that show no fault)

As this keeps on happening, I'll pass it over to our network team and ask them to take a look. I'll let you know when I receive an update or they may contact you directly

Chris

[mackerel]

Oops - I spoke too soon. Laptop has download of 0.2 so that although I technically have internet service it is too slow to make anything work. iPhone is now a blistering 4.2 mbps download 

[mackerel]

Well - what do you know.  As a gift from the gods, the laptop is now working - but i had to reset the router.  If my water supply isn't working properly, I never get asked to check all the pipes, and the same for electricity.  You have contracted to supply a service and I expect it to not require my intervention at random times to make it work.

[mackerel]

Chris - it’s Broadbandspeedchecker.  You always make the comment that the speed seems ok but the service is erratic at best. At present (and this will probably change in a minute) I have no service to laptop and tv but iPhone is working.   Look though all the correspondence a month ago. I am not your engineer so I can’t answer all your questions. I just think that this should not happen nor should it keep happening. Any response will be patchy as I keep having no internet. 

[Chris-TalkTalk]

Hi mackerel,

Could I just ask which speed tester you used, the upstream results don't make any sense, they are much higher than they can possibly be

Chris

[mackerel]

So here we are again, a month after the last, same, problems.  It's all happening again with with fluctuations on laptop, iphone and TV.  Here are recent speeds.

This is with the new router (3rd or 4th) you've sent.  TALKTALK - you nee take ownership of this problem and fix it once and for all.  I've wasted countless hours trying to get internet back and I'm fed up - and please don't say you've tested it and it seems ok.  IT IS NOT OK.  Please fix it!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

[mackerel]

OK

[Anonymous]

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