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]

Hi Chris

Can I switch from test socket to normal socket now?

The Internet speed remains at 27 to 28 Mbps - it has not gone back to the previous 30 to 33 Mbps. It works stably - there were no connection drops. I'm still working on an old router.

Can I risk connecting a new router - while working with it, there were connection interruptions . I don't know if the problem was the new router, but after replacing it with the old one, the connection drops disappeared but the speed dropped.

Please let me know what to do next.

Les

[Chris-TalkTalk]

OK thanks. Hopefully DLM will move you to a faster profile over the next couple of days

Chris

[Lesman]

Ok. The router will be connected to the test socket for 48 hours.

I now measured the speed - 25 Mbps to the router and 22 Mbps to the computer.

Measurement taken on the TalkTalk website.

The connection is still normal, it does not interrupt, but the Internet works all the time on the old router.

Les

[Chris-TalkTalk]

Could you leave it connected to the test socket for 48 hours and we'll see if the disconnections continue and if DLM moves you to a faster profile. If there's no improvement then we'll probably need to arrange an engineer visit

Chris

[Lesman]

Hi Chris

The phone works normally, I don't hear anything strange.

Currently, the router is connected to the test socket through a filter.

The speed has not changed.

How long should I leave the router connected like this?

Les

[Chris-TalkTalk]

Hi Les,

I can see that your connection has been unstable. Line test is picking up a potential issue. Is your router currently connected to your test socket? Are you experiencing any problems with your telephone service?

Chris

[Lesman]

Hi Michelle

About three weeks ago, another Internet comedy began. The speed ranged from about 33 Mbps to about 10 Mbps. The internet stopped working and came back on by itself. There were two visits by engineers (after a test on the TalkTalk website - an error was found). After the last visit, the speed was around 28 Mbps and the internet worked normally. Yesterday I started having problems with internet interruptions. About four hours ago, I connected my old router. During all this time, the Internet never stopped working, but the speed dropped to about 23 Mbps - that is, about 10 Mbps as usual. The router that was disconnected worked for about five months, it is not that old.

I don't understand any of this.

What do I do with it?

Please help.

Les

[Michelle-TalkTalk]

Morning Les,

That's excellent news 🙂 Please let us know if there is anything else we can help with 🙂

Michelle

[Lesman]

Hi Michelle

Speed test and other test functions also started working properly.

The "magic wand" worked and everything works fine.👍🌷

Les

[Michelle-TalkTalk]

Hi Les,

I'm really glad to hear this and I'm glad to hear that the fault has been resolved and your speeds have improved 🙂 I've chased the My Connection team now about the speed tester issue and I will post back here as soon as they reply with an update.

Thanks

Michelle 🙂

[Lesman]

Hi Michelle

Two days ago, the replacement of a section of the main line (approximately 25 meters) was completed.

There is good news.

The speed returned to normal - about 33 Mbps. It is now possible to check the speed on the TalkTalk website through my account. My neighbor's internet speed has also increased. So the problem was still in the main line cable. I think so.

I hope that my internet problems that have been going on since April last year are finally over.

Thank you for your help.

Regards

Les

[Michelle-TalkTalk]

Hi Les,

Just a quick post to let you know that I've not forgotten your thread and we'll re-check first thing in the morning when we should receive another update from Openreach.

Thanks

Michelle

[Michelle-TalkTalk]

Morning Les,

We've received a further update to advise that further dig work is required to fix a buried joint. We've been advised that the next update is due on 13/03 so we'll check back on this date for a further update for you.

Thanks

Michelle

[Debbie-TalkTalk]

Hi Les

We will re escalate the speed checker issues once the fault has been resolved,

Thanks again.

[Lesman]

Hi Debbie

Thank you for the information. Currently, the earthworks are being carried out by Openreach. However, I still can't check the speed through my account. I informed about it on February 23.

Regards

Les

[Debbie-TalkTalk]

Hi Lesman

I've contacted Openreach this morning for an update and they have advised that the engineer will be working on this fault today and further updates will be available on the end of the day.

[Lesman]

Hi Michelle

Thank you for the information.

I will wait patiently for the problem to be resolved.

Regards.

Les

[Michelle-TalkTalk]

Hi again,

I've checked again and there are no further updates and we're still awaiting an update on the dig work. If we don't hear anymore by Monday morning then we can contact Openreach for an update for you.

Michelle

[Michelle-TalkTalk]

Morning Les,

No additional updates as yet so I will check again in a few hours.

Michelle

[Michelle-TalkTalk]

Hi Les,

The latest update we've received is that dig work is required to resolve this particular fault. No estimated resolution date provided at the moment but it's still in hand with the engineers and we will check again tomorrow for you.

Thanks

Michelle