speed problem

[Lesman]

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.

[Lesman]

Hi Michelle

Today I received the router and filter. Thank you. Currently, the router is connected through a filter to the test socket. It will remain on until I receive information from you that the test is completed. After connecting, I measured the speed - about 30 Mbps.

Regards

Les

[Michelle-TalkTalk]

Hi Les,

The replacement router is on the way. Please let us know once this arrives and is connected to the test socket via the microfilter and we can re-run the line test again in this set up.

Thanks

Michelle

[Lesman]

Ok. Please do what you think is necessary to finally fix it. My socket has a filter inside, I connect the cable without a filter directly to the socket.

Les

[Debbie-TalkTalk]

HI Les

The line test today did show a fault towards the property. I think we should send a new router and filter so this can be connected at the test socket,

We can then run another line test and this will also rule out the router and faceplate at the same time.

[Lesman]

On February 12, I did a line test and a problem was found on the line. I still get a message about an open report and observation of the line, but nothing changes.

Les

[Lesman]

There is such a socket - the engineer connects it when it arrives, but a different plug is needed than the one on my cable. I can only connect my cable to the socket for normal operation.

Les

[Debbie-TalkTalk]

Hi Les

Just to confirm, you can't connect to the test socket because you don't have one or because it's inaccessible?

Thanks

[Lesman]

The router is connected normally. In my socket, I cannot connect to the test socket.

Les

[Michelle-TalkTalk]

Hi Les,

I'm sorry to hear this and I'll take a look now. I've re-run the line test which has detected a potential fault towards the property. Can I just confirm, is your router connected to the test socket please?

Thanks

Michelle

[Lesman]

Hi Chris

Happiness doesn't last long. Since yesterday, the speed has dropped to about 19 Mbps, today the internet stops, the speed is still about 19 Mbps, turning the router off and on does not change anything - this method will probably not solve the actual problems. Will it finally end and when? This is already annoying. This situation has been going on since April last year. Please help me finally solve it.

Regards

Les

[Chris-TalkTalk]

No problem 🙂

[Lesman]

Understands. Thank you for your help.

Les

[Chris-TalkTalk]

Hi Les,

Glad to hear that there's been a speed improvement. If the speed does drop again it's always worth switching the router off for 30 minutes as this forces the start of a new session and often results in faster speeds

Chris

[Lesman]

After turning on the router, the speed increased to 30 Mbps. Thank you, very nice. Will it work like this all the time or should I repeat this operation in case of problems?

Les

[Chris-TalkTalk]

Thanks. Could you switch the router off and leave it off for 30 minutes, then switch back on and check to see if the speed has improved

Thanks

Chris

[Lesman]

Hi Chris

The phone regained signal. Works. Internet speed remains unchanged - 19 Mbps.

Les

[Lesman]

Hi Chris

The phone is silent, there is no signal. I checked the speed - 19 Mbps

Les

[Chris-TalkTalk]

Hi Les,

Line test is picking up a potential problem and I can see that the connection has been dropping, sync speed is currently 30.9Mbps. Are you currently experiencing any problems with your telephone service?

Chris

[Lesman]

Hi Chris

Until January 11, the Internet works correctly, speed 31 to 32 Mbps. And suddenly the repeat from last year begins. On January 12, the internet turns off, the speed suddenly drops to about 20 Mbps. This situation continues to this day. There is a few days of peace at a speed of about 19 to 20 Mbps and again the internet turns off, speed drops to up to 5 Mbps to then return to about 19 Mbps. I did four line tests and each time I got information about the problem on the line. In addition to receiving standard apologies for problems and information that the line is observed, nothing changes. This situation has been going on for a month. Can you inform me when it finally ends, the internet will return to its normal speed before January 12 - about 31 Mbps and start working without problems?

Les

[Chris-TalkTalk]

Hi Les,

I've had to raise it again as a non-appointed task, Openreach may contact you directly if they need to access your home. If you get another text asking you to book an engineer and the link doesn't work just let us know and we'll book it for you

Chris