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 Chris

Yes, everything is back to normal. The speed is now 33 - 34 Mbps. That is, as it was.

I am surprised by only one situation. The day after the report, where the speed was about 16 Mbps, the computers came back to life, working on the Internet. Suddenly, they started opening websites normally, even though the speed was not fast.

That is how it is now.

It is incomprehensible to me.

Thank you for your quick and effective help.

Best regards.

Les

[Chris-TalkTalk]

Hi Les,

How are you getting on, I can see that Openreach have cleared and closed the fault?

Chris

[Michelle-TalkTalk]

Morning,

I've checked the fault for an update and the fault is still under investigation with Openreach, no additional updates as yet. We'll continue to monitor for updates for you.

Thanks

Michelle

[Debbie-TalkTalk]

Hi Les

The line test is detecting a potential fault so I've escalated this over to Openreach to investigate.

We will post back here as soon as we have further updates.

Thanks

[Lesman]

The computer is connected to the router by cable.

I measured the speed now - 16 Mbps

Les

[Debbie-TalkTalk]

Hi Les

I'm really sorry to hear this.

Can I just check, are wired devices dropping the speed too?

[Lesman]

Hi Debbie

A few days have passed since the last repair and everything is back.

July 22 - speed from 34 Mbps suddenly dropped to 4 Mbps, only to return to 34 Mbps the next day.

July 28 - speed from 34 Mbps drops to 6 Mbps, only to reach 17 Mbps the next day and remains there to this day.

Restarting the router does not change anything. I have to wait a long time for websites to open. So working on the computer is pure torture.

When will it end? Will there be a specialist who will fix it once and for all?

Please help.

Regards

Les

[Debbie-TalkTalk]

Hi Les

This will be fine to use to return the old router.

Thank you 🙂

[Lesman]

I only have a return bag in the box of the new router. I don't have it in the box of the old router.

Les

[Debbie-TalkTalk]

Hi Les

I'm so glad to hear this and that the speed has increased 🙂

The engineer did work on the line externally, a joint on the underground cable.

Did you receive a returns bag for the old router?

[Lesman]

Hi Debbie

I have good news. My internet came back to life - after about two weeks, today the speed increased from about 9 Mbps to about 32 Mbps. I hope the internet problems are over.

No engineer contacted me or came to my house.

So the problem was outside my house.

The same situation occurred in previous failures.

What should I do with my old router?

Thank you for your help.

Regards

Les

[Debbie-TalkTalk]

Hi Les @Lesman 

Openreach have closed the fault as resolved -  In Joint AreaCable (Underground)

How's the connection been since last night?

[Chris-TalkTalk]

Hi Les,

Line test is picking up a potential problem so I've logged this out to Openreach as a non-appointed task. Openreach will investigate over the next 72 hours and may contact you directly if they need to access your home

Chris

[Lesman]

Hi Debbie

Sorry I'm just replying, but I was away from home. Yes, I received the router today and connected it to the test socket through a filter. Internet speed increased from about 7.5 Mbps to about 9.5 Mbps. This means that the situation from previous failures is repeated. There were suspicions that the problem was at home, but in fact it was outside.

The router remains connected to the test socket at all times.

What should I do with my old router?

Regards

Les

[Debbie-TalkTalk]

Hi @Lesman 

Have you received the replacement router?

[Debbie-TalkTalk]

Hi Les

The router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection/speed compares with this router.

Thanks

Debbie

[Lesman]

Ok. Then please send me this router. I'll do this test.

Les

[Debbie-TalkTalk]

Hi Les

If the fault is found to be with your own equipment or internal wiring then potential engineer charges can be applied.

This is why we offer to send a replacement router and suggest that it is connected at the test socket (to rule out any potential issues with the router or internal wiring)

[Lesman]

I'm at home in the afternoon (pm).

I don't understand the issue of payment for a visit, because if the installation at home is not touched, and I work with your original equipment that you sent me, do you think that the problem is at my home?

Please provide information about the date of the engineer's visit.

Les

[Debbie-TalkTalk]

Hi Les

The only option we have is to arrange an engineer visit to investigate further.

Please can you provide your availability for this visit AM and PM?

Can you also confirm potential engineer charges Engineer charges