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]

I don't know the answer to this question.

But to "recover" the speed I have to connect another router. The speed returns to normal and I can go back to the old router.

After that it doesn't matter which router is working.

The speed is the same on both. In my opinion, connecting another router would cause your internet broadcasting to "wake up".

This is very strange and incomprehensible to me.

Les

[Chris-TalkTalk]

So if you switch back to the other router will the speed drop again? Is there a problem with the router that you are using at the moment that stops you using this in the long term?

Chris

[Lesman]

Hi Chris

Yes, I know that.

I wrote about it in my last email.

But this effect was achieved by switching routers. It is not a solution to the problem that I do it every now and then.

Please read my previous emails with Michelle today.

Les

[Chris-TalkTalk]

Hi Les,

The sync speed is now 32Mbps, have you noticed any improvement?

Chris

[Lesman]

The router I work on is about 3-4 months old and was sent as a replacement for the previous one. I don't know if it matters, but when I had the old router model there were no such problems.

The tests you are doing do not show anything but you do not tell me why the "miraculous rebirth of speed" occurred after replacing the router and returning to the old one.

If at that moment we did not touch the external and internal lines at my home, the conclusion is obvious - either these routers are acting strangely or the problem is with the internet provider.

I do not know what options you have, but I expect this situation to be resolved and closed, not to pay for an engineer to look at it, who will state that the connection is good and did not find a problem.

Do what you think so that this finally ends.

Les

[Michelle-TalkTalk]

Hi Les,

Unfortunately when the tests are all clear on our side, the only option we have is to arrange an engineer visit to the property. We can only arrange a specific line/exchange engineers when the tests identify a potential external line fault. How long have you had this replacement router for? Did we send this recently?

Michelle

[Lesman]

This situation is not the first time and another visit of an engineer to my home so that he finds nothing and I will have financial problems later is pointless. After each such repair (only in my home the engineer does not repair anything, but only takes measurements) the situation returns after about 2-3 weeks.

To put it mildly, it is all strange.

I have currently connected another router and the speed has increased to about 30 Mbps. I disconnected it and connected the old router that I am still working on and is currently connected. The speed has even increased to about 32 Mbps and is maintained.

This situation is not the first time and I have already reported it to you.

If the line is indeed clear, looking for the cause at my home is pointless. The problem must be somewhere else.

Best regards.

Les

[Michelle-TalkTalk]

Hi Les,

Thanks for trying this. If the router is also still connected to the test socket at the moment then the only option we have is to arrange an engineer visit to the property.

Michelle

[Lesman]

Current speed dropped to 17 Mbps

Les

[Lesman]

Michelle

Sad news - restarting the router didn't change anything.

The speed didn't change.

Les

[Michelle-TalkTalk]

Hi Les,

I'm sorry to hear this 😞 I've re-checked the connection stats now and I can see that sync speed has dropped but the line test is clear. Does it increase again if you reboot the router? If it does then it suggests a possible router issue.

Michelle

[Lesman]

Hi Michelle

Until Sunday everything was fine - the speed was about 31 Mbps.

Yesterday it started to drop and today it is about 19 Mbps.

No words for the quality of the repairs.

Les

[Michelle-TalkTalk]

Hi Les,

Just checking back in to see if the speed has remained consistent since your last post?

Thanks

Michelle

[Michelle-TalkTalk]

I'm glad to hear this Les and thanks for letting me know 🙂

Michelle

[Lesman]

Hi Michelle

I came home today to a very pleasant surprise - speed at around 32 Mbps. My wife told me that the speed after the repair was still at that level. Let's hope it stays that way.

Best regards

Les

[Michelle-TalkTalk]

Good morning,

How has your connection been since your last post?

Thanks

Michelle

[Debbie-TalkTalk]

Hi @Lesman 

Openreach have now closed the fault as resolved. Fault was fixed at the cabinet.

How was the connection last night?

[Debbie-TalkTalk]

Hi @Lesman 

Openreach haven't updated the fault ticket as yet. I will continue to monitor for additional updates.

Thanks

[Debbie-TalkTalk]

Hi @Lesman 

The fault has been assigned to a line engineer this morning and we should hopefully have additional updates later this afternoon.

Thanks

Debbie

[Michelle-TalkTalk]

Hi Les,

Thank you for confirming. The line test is still detecting a potential external fault so I've passed this straight over to Openreach now and we'll check first thing in the morning for an update for you.

Thanks

Michelle