For queries about your TalkTalk broadband service.
on 02-04-2023 07:46 PM
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.
on 25-09-2024 01:31 PM
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
on 25-09-2024 01:20 PM
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
Chris, Community Team
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on 25-09-2024 01:17 PM
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
on 25-09-2024 12:30 PM
Hi Les,
The sync speed is now 32Mbps, have you noticed any improvement?
Chris
Chris, Community Team
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on 25-09-2024 11:39 AM
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
on 25-09-2024 10:55 AM
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
on 25-09-2024 10:48 AM
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
on 25-09-2024 10:11 AM
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
on 25-09-2024 10:05 AM
Current speed dropped to 17 Mbps
Les
on 25-09-2024 10:03 AM
Michelle
Sad news - restarting the router didn't change anything.
The speed didn't change.
Les
on 25-09-2024 09:15 AM
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
on 25-09-2024 09:09 AM
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
on 24-09-2024 06:32 AM
Hi Les,
Just checking back in to see if the speed has remained consistent since your last post?
Thanks
Michelle
on 20-09-2024 11:14 AM
I'm glad to hear this Les and thanks for letting me know 🙂
Michelle
on 20-09-2024 11:10 AM
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
on 20-09-2024 08:45 AM
Good morning,
How has your connection been since your last post?
Thanks
Michelle
on 18-09-2024 08:00 AM
Hi @Lesman
Openreach have now closed the fault as resolved. Fault was fixed at the cabinet.
How was the connection last night?
on 17-09-2024 01:55 PM
Hi @Lesman
Openreach haven't updated the fault ticket as yet. I will continue to monitor for additional updates.
Thanks
on 17-09-2024 07:48 AM
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
on 16-09-2024 01:57 PM
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