cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Broadband help

For queries about your TalkTalk broadband service.

speed problem

Lesman
Whizz Kid
Private Message TalkTalk
Message 269 of 269

Hello.

I have a contract for a Fiber35 package. The download speed is about 27 Mbps and the upload speed is about 6 Mbps. On February 23, the speed suddenly dropped to about 13 Mbps to the router and 11 Mbps to the PC. A line check showed a problem. On March 2, an engineer arrived. After his visit, the speeds did not change much and the line test continued to show the problem. After about three weeks, the line test shows that everything is fine, but the speeds to the router are 18 Mbps and to the computer 15 to 16 Mbps. This situation continues to this day. I don't understand why the speeds can't go back to normal as they were according to the subscription, and it's been over a month! My neighbor has Internet on the same network and still has normal speeds and we are connected the same way!! I do not understand! I'm still using the original router and cables I received when I first connected, and why is the speed difference 2 to 3 Mbps? Please explain this problem to me and help me get back to normal.

0 Likes
268 REPLIES 268

Message 201 of 269

As of Thursday, September 5, the speed remains between 29 and 33 Mbps.
I hope this is the end of the failure on my line.
Thank you for your help.
Regards  Les

0 Likes

Message 202 of 269

Hi Les

 

Just checking in to see how the connection/speed has been since your last post?

0 Likes

Message 203 of 269

Hi Les

 

Thanks for your reply. I'm glad to hear that the speed has increased.

 

As the speed has increased then we wont need to arrange the engineer visit. If the speed does drop again then we will arrange an engineer visit.

0 Likes

Message 204 of 269

Hi Debbie

Yes, I have read it, answered any questions I could and was informed that someone would be contacting me soon. You are the first person who contacted me.

I checked the internet and the speed was back to normal around 32Mbps. My account has also been unlocked, I can log in.

Everything seems to be back to normal.

If you think that everything will be fine, the arrival of an engineer is unnecessary.

If you think that you need to do something else to make this connection stable. then please arrange it.

Regards.  Les

0 Likes

Message 205 of 269

Hi Lesman

 

I can see that my colleague Chris has sent you a private message. Would you like us to arrange an engineer visit?

0 Likes

Message 206 of 269

@Lesman 

Did you miss the message from Chris immediately prior to your last post?

0 Likes

Message 207 of 269
Hi Michelle Please explain to me what this is about.
Order of facts:
1. The Internet is down. The speed drops to 5 Mbps, the router loses connection - it constantly searches for the Internet
2. I am informed that the problem is on a line outside my home, an engineer will come to repair it, I do not have to be at home.
3. Then I get information that I need to order an engineer's visit. There is a place in the email - do it here.
4. After entering my account, the reporting field is supposedly active (blue), but it does not work.
5. I check the download speed and it is already about 9 Mbps, but the upload speed is almost the same.
6. On Friday, I reset the router (I turn it off for 30 minutes) and the speed suddenly reaches about 32 Mbps - the same as before the failures.
7. Sunday - speed dropped to about 20 Mbps.
8. I want to access my account, but it turns out it's impossible. A message is displayed - "To keep your account secure the link must be opened from the device and browser it was requested. Please try again."
This is a completely absurd situation, as I haven't changed my computer or browser for over 10 years, and previous access to my account was normal.
My neighbor has the Internet from TalkTalk, he is in the same telephone network and has peace of mind, and I have had constant surprises since March.
I have been with you for over 10 years, I pay fees regularly, but not to have annoying surprises, but to have stable internet.
Please explain to me what is happening and whether I will finally have stable internet.
Regards  Les
 
0 Likes

Message 208 of 269

Hi Lesman,

 

We can arrange the engineer, I've sent a PM to confirm some details


Thanks

Chris

0 Likes

Message 209 of 269

@Lesman, look out for an update from @Michelle-TalkTalk in the morning to confirm next steps. 

Gliwmaeden2, a fellow customer.
0 Likes

Message 210 of 269

Hi Michelle

Please help. I was informed that I had to make an appointment with an engineer. How do I do it? After entering my account, the "Contact our team" button does not work!

Regards  Les

0 Likes

Message 211 of 269

Good afternoon,

 

I've checked again and it looks like the fault has now been assigned to a line engineer. I should hopefully know more by tomorrow morning so I'll keep an eye on this for you.

 

Thanks

 

0 Likes

Message 212 of 269

Morning,

 

I've re-checked the fault and this is still under investigation with Openreach at the moment. We'll continue to monitor for additional updates.

 

Thanks

 

0 Likes

Message 213 of 269

Hello,

 

Thank you for confirming. The line test is still detecting a potential external line fault and I can see that the connection looks unstable and that the sync speed is also varying. I've escalated this over to Openreach now for an external line investigation to be completed and we will re-check the fault first thing in the morning for any additional updates.

 

Thanks

 

0 Likes

Message 214 of 269

Landline calls are clear. The router periodically searches for a connection to the network.

Regards.   Les

0 Likes

Message 215 of 269

Morning,

 

I'm really sorry to hear this. I've re-run the line test now which has detected a possible fault. Just before we pass this over, could you confirm if the voice service is ok with no noise on the line please?

 

Thanks

 

0 Likes

Message 216 of 269

To clarify the problem information: August 28 The current download speed is about 4 Mbps and upload speed is about 7 Mbps. I don't understand why the upload speed is higher than the download speed?

Regards  Les

0 Likes

Message 217 of 269

To clarify the problem information: The current download speed is about 4 Mbps and upload speed is about 7 Mbps. I don't understand why the upload speed is higher than the download speed?

Regards  Les

0 Likes

Message 218 of 269

Most staff are away till Tuesday, @Lesman.

 

Re-escalated for their attention. 

Gliwmaeden2, a fellow customer.
0 Likes

Message 219 of 269

Hello Michelle

On Friday, August 25, the internet connection dropped twice and the speed dropped from 29 Mbps to 21 Mbps. On Saturday, August 28, the speed returned to about 29 Mbps. Sunday, August 27 - the internet keeps breaking down, the speed drops to about 8 Mbps. I did a line test and got a message that there is a problem with the line. I don't count how many times this year this problem repeats itself, but it's getting annoying. Can't you fix this line once and for good so that these problems don't happen again?

Restarting the router does not change the situation.

Regards   Les

0 Likes

Message 220 of 269

Good afternoon,

 

Thanks for confirming and please let us know if you do need any assistance.

 

Thanks

 

0 Likes