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.

[Chris-TalkTalk]

OK thanks. Line test is passing but showing some disconnections. Are you currently experiencing any problems with your telephone service, any noise on the line?

Chris

[Lesman]

Thanks for your help.

Unfortunately, the speed is still at 12 to 17 Mbps.

Best regards

Les

[Chris-TalkTalk]

Hi Les,

Yes we can book an engineer for you. Has anything changed over the weekend or is the speed still low?

Chris

[Lesman]

Hi Chris

For over a week the speed has dropped from 30 Mbps to about 18 - 22 Mbps, to drop to about 7 Mbps yesterday. I ran a line test and received information that there was a problem on the line. Today I received information that I should order an engineer. This is where the problem occurred, because the links to order an engineer do not work and I cannot do it and I only have 48 hours to do it. Can you help me order an engineer? Case number - REP-14950284. On Monday and Tuesday after 2 pm I am at home.

Thank you for your help.

Best regards

Les

[Chris-TalkTalk]

The line check should clear when this fault is closed

Chris

[Lesman]

Thank you for the information.

Were you able to complete the July 9th report and unblock the line check function from my account?

Les

[Chris-TalkTalk]

Hi Les,

Line test is failing so I've passed this back to Openreach for investigation. Openreach will investigate over the next 72 hours and may contact you directly if they need to access your home

Chris

[Lesman]

Hi Chris

Over a week ago, the speed dropped from about 31 Mbps to about 19 Mbps. Replacing the router and returning to the used router increased the speed to about 26 Mbps for a few days. Currently, for four days the speed has dropped to 10 Mbps. No tricks help, the speed is still at 10 Mbps.

I wanted to run a line test, but I can't, because since July 9 (it's already October), I have an open failure report and the last entry informs me that an engineer is on his way to me. How much longer will he be traveling to me and will there be someone who will finally close this report and unblock this function for me?

I don't know if I made a mistake by extending the contract for another two years. The average speed offered up to 38 Mbps in the new contract is probably a big dream, because currently maintaining the average speed up to 35 Mbps is a big problem, and there are constant problems with the efficiency of the line.

Please explain this.

Regards

Les

[Chris-TalkTalk]

OK thanks Les 🙂

[Lesman]

Ok. No problem, I can use it.

It was replaced quite a while ago when the internet problem occurred again.

I will work on it and see what happens.

Les

[Chris-TalkTalk]

OK thanks. The speed that the router syncs at really depends on the line profile and the background noise on the line. If the router is in sync at a high speed, an increase in noise on the line can cause the router to lose sync and resync at a lower speed due to the increased noise, it will then stay in sync at the lower speed until the router is rebooted. So I can understand why rebooting the router would increase the speed but I can't understand how rebooting the router doesn't increase the speed but swapping it for another router then swapping back to the original does result in a speed increase

Is there any reason why you can't just continue to use the older router if it doesn't have the same problem with speed dropping?

Chris

[Lesman]

This has been done before and today. No effect.

Les

[Chris-TalkTalk]

If you just switch the router off for 30 minutes rather than replacing it does this not restore the speed?

Chris

[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