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]

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

[Lesman]

Hi Chris

The phone works normally, I don't hear anything strange.

Currently, the router is connected to the test socket through a filter.

The speed has not changed.

How long should I leave the router connected like this?

Les

[Chris-TalkTalk]

Hi Les,

I can see that your connection has been unstable. Line test is picking up a potential issue. Is your router currently connected to your test socket? Are you experiencing any problems with your telephone service?

Chris

[Lesman]

Hi Michelle

About three weeks ago, another Internet comedy began. The speed ranged from about 33 Mbps to about 10 Mbps. The internet stopped working and came back on by itself. There were two visits by engineers (after a test on the TalkTalk website - an error was found). After the last visit, the speed was around 28 Mbps and the internet worked normally. Yesterday I started having problems with internet interruptions. About four hours ago, I connected my old router. During all this time, the Internet never stopped working, but the speed dropped to about 23 Mbps - that is, about 10 Mbps as usual. The router that was disconnected worked for about five months, it is not that old.

I don't understand any of this.

What do I do with it?

Please help.

Les

[Michelle-TalkTalk]

Morning Les,

That's excellent news 🙂 Please let us know if there is anything else we can help with 🙂

Michelle

[Lesman]

Hi Michelle

Speed test and other test functions also started working properly.

The "magic wand" worked and everything works fine.👍🌷

Les

[Michelle-TalkTalk]

Hi Les,

I'm really glad to hear this and I'm glad to hear that the fault has been resolved and your speeds have improved 🙂 I've chased the My Connection team now about the speed tester issue and I will post back here as soon as they reply with an update.

Thanks

Michelle 🙂

[Lesman]

Hi Michelle

Two days ago, the replacement of a section of the main line (approximately 25 meters) was completed.

There is good news.

The speed returned to normal - about 33 Mbps. It is now possible to check the speed on the TalkTalk website through my account. My neighbor's internet speed has also increased. So the problem was still in the main line cable. I think so.

I hope that my internet problems that have been going on since April last year are finally over.

Thank you for your help.

Regards

Les