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]

Yes, I understand that the minimum speed is maintained, but I know that this speed can be higher and the Internet will work more smoothly. I had periods when you delivered speeds of over 30 Mbps. So it is possible, realistic and basically corresponds to the offer of the package I am paying for.

Continuing to trace the line probably won't change anything.

If you think there is nothing more that can be done here, we close the topic.

If the problems reoccur, I will let you know.

Thank you for your help.

Regards.

Les

[Debbie-TalkTalk]

Hi Les

Your current speed is within the predicted range for your line. Minimum guaranteed speed is 18.4mb.

How would you like to proceed? Would you prefer to monitor for a little while longer to see how the connection is?

[Lesman]

I can't give you a definite answer because the internet speed was constantly changing. It ranged approximately from 32 to 16 Mbps. It wasn't as stable as it is now. This is the speed shown to me on the computer. I cannot check the speed to the router because the speed measurement on your website (via my account) has not been working for several days.

Les

[Michelle-TalkTalk]

Hi Les,

Ok thanks. I've re-run the test again and it's showing the same fault again - Impairment in copper joint detected most likely close to customer premises.

The current sync speed is 30mb. Do you recall what sync speed you were seeing prior to the connection becoming unstable?

Thanks

Michelle

[Lesman]

Yes, the connected router is the same (recently received, I called it "new").

You did your last test on it.

Everything is connected.

Les

[Michelle-TalkTalk]

Hi Les,

Thank you. I've re-run the line test and it's now clear. Do you still have the previous router that you could re-connect and we'll run the test again?

Michelle

[Lesman]

Of course. I unplug the router and phone for 20 minutes.

Les

[Michelle-TalkTalk]

Hi again Les,

Ok thanks for confirming. Would it be possible to remove the router and phone for around 10 minutes so we can re-run the line test again with no equipment connected to the line?

Michelle

[Lesman]

Yes, it is in the test socket all the time

Les

[Michelle-TalkTalk]

Morning Les,

Thanks for the update. I can see that the connection looks stable but the line test is detecting a potential fault towards the property. Is the router still connected to the test socket at the moment please?

Michelle

[Lesman]

Hi Michelle

I'm sorry that I'm replying only now, but I was away from home all day.

Since replacing the router, the Internet has remained connected all the time.

The speed is about 28 Mbps (it has not returned to the former about 32 Mbps).

I had three situations while working on the Internet in which programs suddenly slowed down significantly, only to return to full speed after a dozen or so seconds. I don't know if it is related to the sudden drop in internet speed or there is another reason.

Should I do anything else or switch the router connection from the test socket to the normal one?

Regards

Les

[Michelle-TalkTalk]

Hi Les,

How has your connection been?

Thanks

Michelle

[Michelle-TalkTalk]

Thanks Les. It can take DLM between 24-48hrs to make changes to the speed if the connection remains stable so I'll check back in with you on Wednesday if that's ok to see how the connection compares and how you're getting on.

Michelle 🙂

[Lesman]

Hi Michelle

Currently, the new router is connected via a test socket.

The speed checked on the TalkTalk website is 26 Mbps.

Should I do anything else and how long should I leave the connection via the test socket?

Regards

Les

[Michelle-TalkTalk]

Hi Les,

Ok thanks for the update. Could you try connecting the new router at the test socket and let us know how the stability compares following this. We can then check the broadband speed again.

Thanks

Michelle

[Gliwmaeden2]

Keep the set up exactly as it is until staff respond (during the day), @Lesman.

[Lesman]

Hi Chris

Can I switch from test socket to normal socket now?

The Internet speed remains at 27 to 28 Mbps - it has not gone back to the previous 30 to 33 Mbps. It works stably - there were no connection drops. I'm still working on an old router.

Can I risk connecting a new router - while working with it, there were connection interruptions . I don't know if the problem was the new router, but after replacing it with the old one, the connection drops disappeared but the speed dropped.

Please let me know what to do next.

Les

[Chris-TalkTalk]

OK thanks. Hopefully DLM will move you to a faster profile over the next couple of days

Chris

[Lesman]

Ok. The router will be connected to the test socket for 48 hours.

I now measured the speed - 25 Mbps to the router and 22 Mbps to the computer.

Measurement taken on the TalkTalk website.

The connection is still normal, it does not interrupt, but the Internet works all the time on the old router.

Les

[Chris-TalkTalk]

Could you leave it connected to the test socket for 48 hours and we'll see if the disconnections continue and if DLM moves you to a faster profile. If there's no improvement then we'll probably need to arrange an engineer visit

Chris