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Broadband help

For queries about your TalkTalk broadband service.

speed problem

Lesman
Whizz Kid
Private Message TalkTalk
Message 269 of 269

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.

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268 REPLIES 268

Message 61 of 269

Hi Michelle

Afternoon hours are fine for me. Current speed is still around 9 Mbps.

Could restarting the router change anything and if so, for how long?

Les

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Message 62 of 269

Hi Les,

 

I'm really sorry to hear this. I've re-run the line test now which is clear, however I can see that the sync speed has dropped. If the set up hasn't changed then the next step will be to arrange an engineer visit to the property. Please can you confirm acceptance of possible time related engineer charges and also provide a few days availability AM (8-1) and PM (1-6) and we can book this engineer visit in for you.

 

Thanks

 

Michelle

 

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Message 63 of 269

Sorry, not a "ticket" but a "case"

Les

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Message 64 of 269

Hi Chris

And everything is back. The internet speed dropped from about 34 Mbps on Saturday to about 6 Mbps and has remained at about 9 Mbps to this day.

When checking the speed on Talktalk through my account, I wanted to check the connection status, but unfortunately I couldn't. I have an unclosed ticket from July 9, which was made a long time ago.

I can break down.

Can you do something about it to end it and return to normal permanently?

Regards

Les

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Message 65 of 269

That's great news Les, thanks for letting me know 🙂

Chris

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Message 66 of 269

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

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Message 67 of 269

Hi Les,

 

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


Chris

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Message 68 of 269

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

 

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Message 69 of 269

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

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Message 70 of 269
The computer is connected to the router by cable.
I measured the speed now - 16 Mbps
Les
 
 
 
 
 
 
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Message 71 of 269

Hi Les

 

I'm really sorry to hear this.

 

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

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Message 72 of 269

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

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Message 73 of 269

Hi Les

 

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

 

Thank you 🙂

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Message 74 of 269

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

Message 75 of 269

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?

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Message 76 of 269

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

Message 77 of 269

Hi Les @Lesman 

 

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

 

How's the connection been since last night?

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Message 78 of 269

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

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Message 79 of 269

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

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Message 80 of 269
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