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Can someone take a look at our line speed.

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15 REPLIES 15
HuggableBeaR
Popular Poster

Hi there, we been customers for quite a few years now.. well over 7 or even 10 years but lately our broadband speeds are changing we been paying for 78Mbps for over 3 years + that I can remember  about a month ago I noticed how slow our line speed was we where down to 44Mbps then went up to 55mbps where it has been stuck at when we are meant to be on 78Mbps as that's what we are paying for and we used to get.

 

Image of our current line data attached.

 

Untitled.png

 

 

Thanks in advance.

KeithFrench
Community Star

I have asked one of TalkTalk's OCEs to pick your thread up and investigate it for you.

The forum is not real-time 24/7 support, so depending on how busy they are & how many are working at any one time, this can take 24 - 48 hrs (excluding weekends & limited cover on Bank Holidays). Alternatively, you can call the call centre or use online chat. The posts are responded to in time/date order, oldest first. So the fewer entries you make on your thread now, the sooner they will pick it up.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please mark it as the Best Answer.
OCE's and Community Stars - Who are they? 

Community Team

Hi HuggableBeaR,

 

I'm sorry to hear this and I'll take a look now. I've run a test on the line which hasn't detected a fault. Is the voice service ok with no noise on the line? Have you recently made any changes to the equipment set up or added any new equipment?

 

Thanks

 

HuggableBeaR
Popular Poster

Hi, the phone seems fine and no changes to the equipment.

Thanks for fast response.

Community Team

Hi HuggableBeaR,

 

Ok thank for confirming this. Which router are you currently using? (make and model) Do you have an alternative router that you can test with?

 

Thanks

 

HuggableBeaR
Popular Poster

Hi again,

 

Current set up is:

 

ISP/MASTER SOCKET <RJ11> NETGEAR DM200 <RJ45> ASUS RT-AC87U

                                                    ^MODEM                             ^WIRELESS / LAN ROUTER

 

All test carried out at the DM200 but far as the modem knows it's only getting sent 55Mbps so its like it fixed to that speed by your end can you check what speed you have put us on as when we upgraded we were put on to 78Mbps.

 

Speed test -

speedtest.net - Down 51.35Mbps - Up 18.64 - Ping 12

 

Ping test -

Pinging google.co.uk [172.217.23.35] with 32 bytes of data:
Reply from 172.217.23.35: bytes=32 time=16ms TTL=55
Reply from 172.217.23.35: bytes=32 time=20ms TTL=55
Reply from 172.217.23.35: bytes=32 time=17ms TTL=55
Reply from 172.217.23.35: bytes=32 time=17ms TTL=55

Ping statistics for 172.217.23.35:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 16ms, Maximum = 20ms, Average = 17ms

 

Pinging bbc.co.uk [151.101.192.81] with 32 bytes of data:
Reply from 151.101.192.81: bytes=32 time=14ms TTL=57
Reply from 151.101.192.81: bytes=32 time=14ms TTL=57
Reply from 151.101.192.81: bytes=32 time=14ms TTL=57
Reply from 151.101.192.81: bytes=32 time=14ms TTL=57

Ping statistics for 151.101.192.81:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 14ms, Maximum = 14ms, Average = 14ms

 

 

Trace Route -

 

Tracing route to google.co.uk [172.217.23.35]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.5.1
2 * * * Request timed out.
3 9 ms 9 ms 9 ms host-78-151-229-225.as13285.net [78.151.229.225]
4 9 ms 9 ms 9 ms host-78-151-229-224.as13285.net [78.151.229.224]
5 16 ms 16 ms 26 ms host-78-144-9-11.as13285.net [78.144.9.11]
6 16 ms 16 ms 16 ms 72.14.208.22
7 * * * Request timed out.
8 18 ms 19 ms 18 ms 216.239.56.194
9 16 ms 16 ms 16 ms 108.170.246.175
10 17 ms 17 ms 17 ms 216.239.57.227
11 19 ms 18 ms 16 ms 216.239.59.4
12 19 ms 16 ms 22 ms 74.125.242.65
13 16 ms 20 ms 16 ms 108.170.234.161
14 16 ms 17 ms 17 ms lhr35s02-in-f35.1e100.net [172.217.23.35]

Trace complete.

 

Tracing route to bbc.co.uk [151.101.192.81]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.5.1
2 * * * Request timed out.
3 10 ms 10 ms 9 ms host-78-151-229-225.as13285.net [78.151.229.225]
4 9 ms 9 ms 9 ms host-78-151-229-224.as13285.net [78.151.229.224]
5 10 ms 9 ms 9 ms host-78-144-10-180.as13285.net [78.144.10.180]
6 15 ms 16 ms 14 ms host-78-144-9-15.as13285.net [78.144.9.15]
7 15 ms 15 ms 15 ms 103.244.50.12
8 20 ms 14 ms 18 ms 151.101.192.81

Trace complete.

 

I turned the modem off for over 30 mins to see if it made a difference which didn't, I have paid for a new modem to come which will replace the DM200 will be here tomorrow so will test that in the afternoon then post results.

 

 

 

HuggableBeaR
Popular Poster

Well, I tried to reply with info but it keeps deleting my replies.

Community Team

Hi HuggableBeaR,

 

I've recovered your post, thanks for running the tests  🙂

 

Look forward to hearing how you get on with your new router


Chris

HuggableBeaR
Popular Poster

Oh, look.....

 

Untitled.png

 

 

Untitled.png

 

 

£90 modem replacement to prove that your system, either your throttling our line or you put us on DLM  that not work please fix this issue as we are paying £48+ a month for 78Mbps as we don't use the house phone.

 

Where do we go now as it's your end?

 

 

martswain
Philosopher

What is your guaranteed minimum line rate ?

 

Even if you don't use the phone line, any faults on it can cause broadband issues, have you checked it ?

 

Do you connect to the master socket or an extension ?

 

If you have a test socket, have you tried connecting to it ?

 

 

Martin
HuggableBeaR
Popular Poster

Hi martswain,

When we took the contract out 3-4 years ago maybe more it was for 78mbps and I remember been on close to that speed without an issue. Here is what I found in our account but says 'unavailable'Untitled.png

 

I will ring my self in tomorrow and check it again. We are directly into the master socket with the faceplate removed it turns out that just an extension.

HuggableBeaR
Popular Poster

Hi, thanks for the help guys but turns out that some been extremely passive aggressive / cause problems in side the house with the Internet being on of them because they know they get to me because I have ASD and other mental health issues. So I'm no longer gonna waste your time as even if I got back to full speed they will mess with my modems/routers. Thanks anyway guys feel to close the thread

HuggableBeaR
Popular Poster

Actually how much would you charge for me to have new line put in and buy new contract for me? But have to be put into bedroom so it can't be messed with if that was possible?

Community Team

Hi HuggableBeaR,

 

I'm sorry to hear this. Just to confirm, do you mean an additional line with a new number, so there would be 2 separate lines/accounts at the property?

 

Thanks

 

HuggableBeaR
Popular Poster

Hi,

Yes 2 lines with completely sperate accounts.

Thanks

Community Team

Hi @HuggableBeaR

 

Information and costs can be found on our help page here

 

Regards