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Broadband help

For queries about your TalkTalk broadband service.

speed problem

Lesman
Whizz Kid
Private Message TalkTalk
Message 310 of 310

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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309 REPLIES 309

Message 21 of 310

Hi Chris

Unfortunately, the internet lasted three days on the new profile. On Sunday, the speed began to drop to 18 Mbps and has oscillated between 19 and 21 Mbps to this day. Where is the problem in this situation - if the line is good, is the problem with your equipment?

Best regards
Les
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Message 22 of 310

Hi Les, 

 

If we could just see how it goes on the new profile, hopefully the speed will remain stable


Chris

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Message 23 of 310
I checked the speed a moment ago and indeed, the speed increased to about 31 Mbps.
Will it stay like this?
Thanks for your help.
Best regards
Les
 
 
 
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Message 24 of 310

Hi Les,

 

Line test is passing and sync speed is now 32Mbps, DLM changed your profile in the early hours of this morning. Have you noticed a speed increase today?

Chris

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Gliwmaeden2
Community Star
Private Message TalkTalk
Message 25 of 310

Re-escalating this for you, @Lesman.

Gliwmaeden2, a fellow customer.
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Message 26 of 310

Hi Chris

However, the joy was premature.

Since Monday, the speed has dropped to about 20 Mbps and it is still at that level. There is no desire to return to normal levels.

Please, check where the problem is, that despite "repairs" the quality is getting worse - one is being repaired and the other is broken. Regards

Les

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Message 27 of 310

OK Lesman, just let us know if you experience any further problems


Chris

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Message 28 of 310

Hi Karl

Sunday, November 24.

The Internet sped up to 29 Mbps and stayed that way all day.

We'll see what happens tomorrow.

Regards.

Les

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ferguson
Community Star
Private Message TalkTalk
Message 29 of 310

Sorry to see this. I have re-escalated for you, but bear in mind that the support team here won't be back online until Monday.

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Message 30 of 310

Hi Karl

November 20 (Wednesday) an engineer was repairing the internet near me. My internet had a speed of about 34 Mb/s, so the repair did not concern me. Wednesday, 9:00 p.m. and as a result of this "repair": my internet lost speed to about 8 Mb/s, started to break - it turns off and on. The next day the internet returned to normal - speed of about 30 Mbps and worked without interruption.

Friday, November 22, 8:00 p.m. The internet speed drops to about 10 Mbps, works with breaks - disconnects and turns on.

About 7 days ago an engineer repaired the line at my place. I do not understand any of this. Fix one thing to fix another and break what was already good? I wonder what is the point of such a repair.

This is not the first time this has happened.

Please help me solve this situation and return to normal.

Regards

Les

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Message 31 of 310

Hi

 

I'm glad to hear that this has been fixed and speeds have improved.

 

Monitor and report back here should they drop again.

 

Thanks  

Karl. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.

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Message 32 of 310
Hi Chris
It's been fixed now. Speed ​​has improved to 30 Mbps.
The problem was with the cable connecting my house to the external switchboard. The engineer said that if the problem recurs, the cable will probably need to be replaced.
I think this won't happen.
Best regards
Les
 
 
 
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Message 33 of 310

I've booked the appointment for - November 13 2024, PM - please let us know how you get on


Chris

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Message 34 of 310

Thanks. I'll book the engineer now and get back to you with the details

Chris

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Message 35 of 310

Hi Chris

Ok. I have no other choice but to accept these conditions.

Last time I accepted these conditions, despite the engineer's different assessment, I was still charged a fee.

I can't understand one thing - the same thing repeats itself in a cycle of about a month - where is the problem that it can't be fixed once and properly?

After the line test, information about a problem on the line, I don't have to be at home and then very quickly information that I have to order an engineer, etc. This is really tiring.

Please order an engineer for Wednesday or Thursday between 1 and 6 pm.

Les

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Message 36 of 310

OK thanks Les, if you'd like me to book the engineer can you confirm:

 

  • That you accept potential Engineers charges
  • Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

Thanks

Chris

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Message 37 of 310

No. The signal sound is clear. 

Les

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Message 38 of 310

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

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Message 39 of 310

Thanks for your help.

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

Best regards

Les

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Message 40 of 310

Hi Les,

 

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

Chris

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