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.

[Michelle-TalkTalk]

Hello,

Thanks for testing and confirming. As the line test is still detecting a potential voice fault externally, I've passed this over to Openreach now to complete an external line investigation. A voice fault can affect the broadband connection so we would need to clear this voice fault first. We'll check first thing in the morning for an update for you.

Thanks

Michelle

[Lesman]

The dial tone is audible but not clear. You can hear gentle noises.

Les

[Michelle-TalkTalk]

Hi Les,

Thanks for the update. One of the line tests is now showing a possible voice fault. Is there currently a dial tone on the voice service with no noise please?

Michelle

[Lesman]

Hi Michelle

I just checked and nothing has changed. Always the same message.

I received a new cable and checked the speed as well as through the test socket. No changes. The same results on the new and old cable - about 27 Mbps. So there were problems with breakdowns outside my house all the time.

Regards

Les

[Michelle-TalkTalk]

Hi Les,

Has there been any change with the speed tester since my last post please?

Thanks

Michelle

[Michelle-TalkTalk]

Hello,

Thank you. I've passed this over to our My Connection Team now. I will post back as soon as I receive an update from the team.

Thanks

Michelle

[Lesman]

Effect after pressing the speed checking window. It's been showing for about a week.

Les

[Michelle-TalkTalk]

Hi Les,

Ok thanks for confirming. Are you running the speed test via My Connection in My Account? Would it be possible to post a screenshot but remove any personal information please?

Thanks

Michelle

[Lesman]

Hi Michelle

The speed stopped at about 27 Mbps and does not increase. I didn't receive the new cable yesterday, maybe today. Once I replace it, I'll let you know if anything has changed. For about a week, I have not been able to check the internet speed on the TalkTalk website through my account. What happened?

Regards.

Les

[Michelle-TalkTalk]

Hi Les,

Just checking back in to see how you're getting on?

Thanks

Michelle

[Chris-TalkTalk]

OK, thanks Les

Chris

[Lesman]

Due to a power outage during the night, the router has now been turned on. The speed is about 27 Mbps and it is on a long cable. I'm supposed to receive a new cable on Thursday. After replacing it, I will tell you what the effect is.

Les

[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