Awful internet speed

[Dormster]

I've just joined this thread because of our awful internet speed. I phoned the tech guys a week ago because of it and was told there was nothing they could do because of ongoing updates and they didn't know when it would improve. They sent the latest router which if anything made it worse. When I renewed my contract recently I was told I would get 39-40MBPS with minimum 35MBPS. It has been 25-26 MBPS for the last week and by the time all the wretched new ads have downloaded I'm usually timed out.

Am I right in thinking that if I don't get the download speed promised I can cancel my contract?

[ferguson]

@Dormster You should start your own topic so that the support team can look into your issue on an individual basis. 

[Dormster]

It's just taken 2 minutes to post this because of the slow speed!!

[ferguson]

OK, bear with me and I'll move it for you.

[Dormster]

Can I repost this as my own?

[Dormster]

Thanks

[OCE_Chris]

Hi Dormster,

Sorry to hear you're experiencing problems with your service. if you'd like us to look into this for you,

can you please update your community profile to include your:

• Name
• Telephone number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread Once you've updated our profile please post in your topic to confirm it's updated. 

Thanks

Chris

[Dormster]

updated

[OCE_Chris]

Thanks for updating your proifle.

Your router is in sync at 40Mbps, are you seeing the slow speeds on devices connected to your router by Ethernet cable or wifi?

Chris

[Dormster]

Currently getting 25.7Mbps with ethernet cable as checked with Talktalk tt.care

[OCE_Chris]

OK thanks. Did you have any other devices connected to the internet when you ran the speed test?

Chris

[Dormster]

Just a kindle, bur the speed was the same with nothing else connected.

[OCE_Chris]

OK thanks. Would you like me to update your router firmware, don't know if it will improve your speed but I think it's worth a try?

Chris

[Dormster]

OK Chris, do you think Talktalk updates are a contributing factor?

[OCE_Michelle]

Hi Dormster,

Could I just confirm, have you ever tried switching the router off for a full 30 minutes and then retested the speed again? If the sync speed looks ok, however the throughput speed is much lower then we usually advise trying this as this will reset the current session and can often improve the throughput speeds.

Thanks

[Dormster]

Hi Michelle,

Yes we've turned the router off for long periods but no difference in speed.

[OCE_Michelle]

Hi Dormster,

Thanks for letting me know. I can see from your first post that you've tested with an alternative router. Could you run a wired ping and trace route and post the results into the thread.

Run a Ping or Traceroute

Do you get the same speeds on 2 different devices?

Thanks

[Dormster]

Ping test on new router came back as 11ms.

[OCE_Michelle]

Hi Dormster,

Is the speed still slow? Could you post the ping and trace routes into the thread.

Thanks

[Dormster]

I've put the ping test results 11ms and done the trace routes but can you tell me how to post it into the thread please.

I've also had a phone call from Talktalk [I'm hoping it was genuine] asking me to e-mail three speed test results to [address removed] - do you recognise this proceedure?

They have also given me a phone no. 03451720088