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.

[Chris-TalkTalk]

Hi Les,

Is the router now connected with the extension cable? How is the connection at the moment?

Chris

[ferguson]

OK, thanks for that. Let's see what the support team advise further. 

[Lesman]

I only have a cordless phone, but when I plug it into the test jack the signal is clear. There are no noises or hisses. Internet problems always started with interruptions in the Internet connection and then the speed dropped.

Les

[ferguson]

You can probably move the router back upstairs now. Suitable cables of varying lengths can be found easily and cheaply on a well-known website. But I think the fact that there still seems to be an underlying issue possibly needs further investigation. If you connect a single, preferably corded phone directly at the test socket, with no microfilter, is there any sign of noise e.g. crackling, or hissing on the line? 

[Lesman]

Can I move the router upstairs now? Can you sell me a 7 meter long connection cable?

Les

[Lesman]

The computer shows me a speed of 28.6 Mbps. So my cable is good and does not cause interference?

Les

[Chris-TalkTalk]

Line test is still picking up a potential issue, sync speed is 28.7Mbps, what are throughput speeds like at the moment?

Chris

[Chris-TalkTalk]

OK, I'll run the test now

Chris

[Lesman]

Currently, the router is connected to the filter and test socket with your cable. You can take a test. Tell me when you finish it.

Les

[Lesman]

If the router is connected with your cable, it will have to be placed on the stairs or in the corridor and will be susceptible to damage. Temporarily, for the trial period, I will connect it with your cable. I will tell you when you can take the test.

Les

[Chris-TalkTalk]

Is there no way that you can connect the router to test socket using the cable provided with the router? Does the router have to be upstairs?

Chris

[Lesman]

This cable is a longer version of the ADSL cable with two RJ11 plugs. I have been using this cable for about 10 years and have had no problems. Speeds reached up to 33 Mbps. I have currently ordered a new 7-meter cable. I need this cable length.

Les

[Chris-TalkTalk]

Is the cable that you are using to connect the router to the test socket just a longer version of the ADSL cable provided with the router, or is it a telephone extension cable?

Chris

[Lesman]

Hi Michelle

The router is constantly connected to the test socket through a filter. Yesterday evening I measured the speed - about 25 Mbps. I did a line test yesterday and received an error message on the line. I did not change the cable because the socket is at the entrance door and the router is on the first floor and the cable I received was too short.

Regards

Les

[Michelle-TalkTalk]

Hi Les,

Thanks for the update. I've re-run the line test now which has detected the same fault. Can I just confirm, did you also swap the cables and microfilter? Is the router also connected to the test socket at the moment please?

Thanks

Michelle

[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