connection speed

[msh10]

For the past couple of months my connection speed is below what is expected (and guaranteed in my contract), each time I do a connection test it shows 29mbps download, when you look at the speed indicated in the router settings it is allays 30 mbps (this would usually vary when the router is reset), I have tried another router and and connection speed is exactly the same, this would suggest the line has been fixed  at 30 mbps, what do I now do.

[Mandisa-TT]

Please don't hesitate to reach out if you have any questions or need further assistance as you monitor the situation over the next few days. We here to help!

[msh10]

ok thank you for looking at this I will monitor it over the next few days

[Mandisa-TT]

We believe that by completing the steps that we have just gone through, we have fixed your problem and your service should be working as expected.

If the issue happens again, please do not hesitate to contact so we can investigate further. Alternatively you can visit our community for more information and tips on how to keep a stable connection using the following link - https://community.talktalk.co.uk.

[Mandisa-TT]

The router has been factory reset successfully. As a change has been made the router will need to reconnect - this can take up to 6 minutes. If it connects sooner then we'll be able to progress once we see it connect.

[msh10]

yep that is fine go ahead

[Mandisa-TT]

I'll need to reset your router to defaults. This ensures it is set to it's factory settings and can resolve the dropping connection issue if a temporary problem has occurred on the router. If I'm unable to do this remotely I'll need your help to complete this.

[Mandisa-TT]

A line test has not identified an issue outside your premises. As you've not made any changes before this issue started, the next step is to look at the router.

I'll guide you through the router checks - ensuring it's up to date and addressing any potential temporary issues that could have caused the connection drops.

If these steps don't resolve the issue then I'll look at other potential causes.

A factory reset is required on your router which will restore the router to it's original settings, including the Wi-Fi Network name (SSID) and password.

If the password has been changed, please refer to the one on the stickers attached to your router to find the original password.

Once the dropping internet connection issue is resolved, I can assist you in reconnecting to the network.

[msh10]

Hi, no changes around the house, I had disconnected the phone extension from the master socket to ensure nothing else in the house could be interfering, I have tried a new face plate on the socket,  also tried directly into the test socket  using different micro filters, and also tried a second router. What is strange to me is that no matter how it is connected in each configuration the attached router always reports the same upload and download speeds, in the past if the connection dropped or router reset the connection speed reported in the router would vary, now it is always 30 mbps down and 6 mbps up.

[Mandisa-TT]

I understand, have there been any recent changes in your home that could have impacted your service?

For example - new or replacement equipment, building work on the premises or damage to any wiring in or around the home?

[msh10]

yes it dropped out 3 times this morning, 

[Mandisa-TT]

Have there been any recent changes in your home that could have impacted your service?

For example - new or replacement equipment, building work on the premises or damage to any wiring in or around the home?

[Mandisa-TT]

Thank you, I can see you've had connection drops on the line - this will have impacted the devices you use, regardless of whether you use WiFi or a cable to connect.

I need to complete some checks with you to identify and fix the cause - looking at your setup and equipment - as our testing shows no issue with equipment outside your home.

While you haven't reported a dropping connection issue it's possible this is causing the problem you've experienced - so I'll need to work on fixing this first. I can then check if it also solves the problem you've reported.

[msh10]

no it is left on

[Mandisa-TT]

Do you regularly turn your broadband router off? For example, do you switch your router off at night?

[msh10]

Hi, it is occasionally 

[Mandisa-TT]

Thank you so much, can you please check with her this happen always or sometimes?

[msh10]

H, yes my wife has said that if the phone rings the connection drops

[Mandisa-TT]

I understand, A line test is currently underway. This checks the equipment used to provide the broadband service to your home - including the exchange, cabinet and line equipment.

This can take up to 5 minutes to complete. I'll let you know if this test finds a fault, otherwise I'll continue with further checks.

Do you find that your internet cuts out whenever you make or receive phone calls from your landline?

Yes - BB Connection DOES Drop When Making/Receiving Calls
No - BB Connection DOES NOT Drop When Making/Receiving Calls
Don't Know / I don't use my landline for Telephone calls

[msh10]

Hi the main issue is the speed into the property, it stays the same even with a different router, connected directly into the test port, and I have also used a wired connection with no change

[Mandisa-TT]

Thank you for confirming, Does the problem occur everywhere you try and use the WiFi, or just in certain parts of the house - for example upstairs, or outside the house?