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.

[ferguson]

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.

[Lesman]

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

[Karl-TalkTalk]

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. 

[Lesman]

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

[Chris-TalkTalk]

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

Chris

[Chris-TalkTalk]

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

Chris

[Lesman]

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

[Chris-TalkTalk]

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

[Lesman]

No. The signal sound is clear. 

Les

[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