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Faster Fibre - 0.5mbps Download / 200ms+ Ping

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8 REPLIES 8
Highlighted
Chatterbox

I don't know what to do really.

 

Details:

 

Router: Huawei HG633

Package: Faster Fibre (up to 40 mb) (we get around 35mbps)
All speedtests are run on my desktop PC running Windows 10 Home 64-bit with an ethernet cable to provide the most reliable connection

Master Socket: FTTC MK3 Openreach Filter which is directly attached to the master socket.
Cabinet Number: Cabinet 52 on the PONDERS END Exchange. Located in Enfield, North London

 

For the past 5 nights, our Faster Fibre broadband is being throttled every evening from 6pm to 11pm. We get a solid 30mbps+ which we're OK with since only 1 desktop consumes most of the bandwidth for online gaming at any given moment. 4 other wireless devices (iPad 2, iPhone X, Oneplus 5 and Amazon Firestick) are also connected but they don't use that much bandwidth anyway and any speedtests that I've run in the past WITH those devices connected gave us 35mbps download. However, every evening between the above mentioned times, we get shocking lows of 0.5mbps download with ping spiking from anywhere between 19ms to 300ms. From a fibre package????

 

This is what I have done to get TalkTalk's attention:


1) 3 online chat sessions with every one of them ending with, "Our diagnostics show that everything between the exchange and your home is running fine and there are no visible issues. You need to either call an engineer, upgrade your router or contact the manufacturer of your router".

 

2) Hour long phone call with TalkTalk which went through the exact same steps that I had when I went through the online chat sessions with the EXACT same outcome of either upgrading the router or paying for an engineer. FYI, I'm not paying anything to fix this since I know for a fact that I didn't cause this problem. No new devices were connected 5 nights ago, no building/construction work started 5 nights ago and nor did anyone even touch the router 5 nights ago

 

3) Contacted TalkTalk through Twitter explaining the situation and what I've done to fix this e.g rebooting and factory resetting, got the response of, "Did you restart the router?" I just wanted to throw my phone at the wall at this point.

 

This is what I've done to fix the situation:

1) TalkTalk representative on the chat/phone and myself have rebooted our router exactly 10 times. One time I was recommended to leave it off for 30 minutes before starting it up again to get a, "fresh connection" but as per usual, that did not work. I left it off for about an hour so maybe the connection was "too" fresh and that could be why??? (sarcasm by the way)

 

2) Was advised to change the Wireless channel although I don't see how that would change anything if I'm running speedtests on my desktop connected via ETHERNET, one point I made abundantly clear but the representative had no clue what I was trying to say. However, the wireless channel was changed and as predicted, nothing happened.

3) Router was factory reset only once and that didn't solve anything either.

4) Ethernet ports were switched over on the router but at this point I'm running out of ideas...


My last resort is to come here to the fabulous community of the TalkTalk forums. I did see other people having the exact same issues as I have with our situations being basically identical, download speed being very poor between certain hours (peak hours) but coming back up to full strength towards midnight. Please do not give me the usual, "Broadband speed slows down as there's other people using the internet at these hours" because I know this and it is a fact, internet slows down due to interference OK I get it. During peak hours I normally get around 30mbps which again, I am more than happy with since I understand why it slows down. But, slowing down to 0.5mbps for no reason at all is something I am not happy with at all. The excuse of "peak hours" doesn't mean I should lose 98% of my download speed does it?

 

I am going to post some screenshots of speedtests that were run from last night and tonight when this problem started to occur. These were run when I turned off both my 2.4GHz and 5Ghz SSIDs which disconnected all of my wireless devices, meaning my desktop was the sole user of the broadband and there were no other devices eating up my bandwidth. Again, I repeat, my desktop is connected with an ethernet cable. Furthermore, this doesn't even make sense because when the speed test is run it uses 100% of the bandwidth anyway so if any other devices are using the internet, those wireless devices are the ones that are cut off when a speedtest is conducted, not the device you are testing on but anyway. 

 

0.5mbps.png

 

 

839a439bc02480d3e8d706e8c7c4e44c.png

2.16mbps.png

1.7mbps.png

377 ping.pnge505097007f98abc2c0201bc15fe4fbd.png

These speeds are not normal for a package where my Guaranteed Minimum Speed is 35mb (TalkTalk's words not mine). Our internet has been so good and has been very stable for many years and we haven't had any major problems with them, until now. This is so sad to see because I am a very happy customer of TalkTalk but their lack of competence has me very distressed. The VERY sad thing is that it is past 11pm as I am writing this and I just ran a speedtest to which the result was 33mb as suspected so it is clear to me that there is some form of human interaction that is causing this *cough* traffic management *cough* *cough* pardon me I have a sore throat, I apologise.

 

Firstly, TalkTalk promise to provide unlimited and uncapped broadband speeds but clearly this is not true because they can "see no faults in our line". Secondly, Ofcom states that under the Universal Service Obligation (USO) all homes need to have a minimum of 10mbps download and 1mbps upload by March 2020. Clearly by the looks of it, TalkTalk are going to have problems meeting this new law? Is it going to take 6 and a half months to get this fixed? The speeds that I am getting right now are far below what the new legal requirement will be. 0.5mbps should be illegal in the UK in 2019 since broadband provided in rural areas by satellites in SPACE are much faster than 0.5mbps.

 

So there, I've vented everything and maybe some of the community may be able to help or someone from TalkTalk can see this and realise that this is an actual issue because 0.5mbps is absolutely terrible from a service that I am expecting 35mbps which is what I am rightfully paying for. Why am I paying for 35mb when during peak hours, I and everyone else in my house are home from work/school/university and want to relax with gaming or streaming videos etc but can't when we need to share 0.5mb between 4 people? It's 2019 and I am honestly here complaining about 0.5mb because I still can't believe it is possible to get 0.5mb from a fibre package?????? 0.5!!!!!!!!!

 

If anyone can contact me or reply to this post with some helpful suggestions will be much appreciated. Any requests or anything you want me to do such as traceroutes can be done on request. I am too frustrated at the moment and need a break from this. If this last resort of coming to the forums doesn't work I might aswell just go and shoot myself in the brain.

 

Thank you for taking time out of your day to read this. Love to everyone ❤️

 

Highlighted
Community Team - TT Staff

Hi TheRealMeal,

 

I'm sorry to hear this and we can take a look for you. Could you run a wired ping and trace route when the speed is good and then also when the speed drops and post the results into the thread.

 

I can see your recent speed test results, can you also run a few more when the speed is good so that our Network Team can see both results.

 

Run a Ping or Traceroute

 

Thanks

 

Highlighted
Chatterbox

@OCE_Michelle 

I believe my reply to you has been identified as spam. I did post you the good test results but I can't seem to find it on my post and just received an email saying spam has been identified. I accidentally posted it twice after editing the message and I think it deleted both instead of keeping one of them. Are you able to retrieve the message and make it visible? My profile indicates that I have made 2 posts not including this one so it is there somewhere but I can't find it. 

 

The email does also say to contact someone in the community as it is not spam, it included my good speed tests. trace routes and ping tests made to google.co.uk as requested. 

 

Thank you

Highlighted
Chatterbox

@OCE_Michelle 

Hello again,

 

As suspected, my internet has started to cause problems again. Tonight, the download speed started dropping at 6pm but was at a reasonable 12mb but after 7pm, download speed dropped to 3mb. Barely getting 3mb on download at the moment which is pathetic for my package. I will publish your requested tests below. Each test was conducted with a minute gap inbetween with NO OTHER devices connected.The wireless SSIDs for 2G and 5G were turned off meaning my desktop PC connected via Ethernet was the sole user of the broadband.

 

3 tests for ping and traceroutes were made to get a more reliable result. 

 

Good pingtest (Before 7pm)

1st + 2nd Ping Test (Good).png3rd Ping Test (Good).png

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Bad pingtest (After 7pm)

 

1st Ping Test (Bad).png2nd Ping Test (Bad).png3rd Ping Test (Bad).png

 

 

 

 

 

 

 

 

The second ping test shows somewhat normal behaviour but the other 2 have averages of 120ms+ making the second test an anomaly.

 

Good Traceroute (Before 7pm)

1st + 2nd Traceroute.png3rd Traceroute.png

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Bad Traceroute (After 7pm)

1st Traceroute (Bad).png2nd Traceroute (Bad).png3rd Traceroute (Bad).png

 

 

 

 

 

 

 

 

Good Speedtest results (Before 7pm)(These were conducted around 1:30pm)

36.95.png37.01.png37.5 - 9.4.png37.5.png

 

 

Bad speedtest results (After 7pm)

 

Another Bad Speedtest (1).pngAnother Bad Speedtest (2).pngAnother Bad Speedtest (3).png

 

 

 

 

 

 

 

 

 

 

Looking at these results there's clearly something wrong. Everything was conducted with the same method.

 

1) Run on desktop PC connected via Ethernet

2) No other device was connected to broadband via wireless

 

The only differentiating factor is the time these were taken which is before and after 7pm. 

 

I also wanted to mention that my previous reply to your message was filtered as spam and is in the spam filter to which only someone in the community has access to. I mentioned there that 5/6 nights ago, the internet cut out completely for 30 minutes but came back up. Thinking it was some sort of maintenance I ignored it but it was the day after that this issue came up. This leads me to believe that there may be something wrong at the Green Cabinet that we are connected to because this has happened to us before.

 

When we first upgraded to fibre, the engineer gave fibre to our neighbour instead and we had no internet for 3 days. This feels like a similar issue and there may be something wrong at our cabinet as our speed from the exchange is fine. 

 

Please let me know if you need anything else @OCE_Michelle .

 

Thank you for your time

Highlighted
Community Team - TT Staff

Hi TheRealMeal,

 

Thank you. We'll need to pass this over to our Network Team for further investigation. Would it be possible to post the pings and traces as plain text as I can't copy the images from your last post?

 

Thanks

 

Highlighted
Chatterbox

@OCE_Michelle 

Ofcourse,

 

Good PingTest (Before 7pm)

 

C:\Users\ozenm>ping google.co.uk

 

Pinging google.co.uk [172.217.169.67] with 32 bytes of data:
Reply from 172.217.169.67: bytes=32 time=6ms TTL=54

Reply from 172.217.169.67: bytes=32 time=5ms TTL=54

Reply from 172.217.169.67: bytes=32 time=6ms TTL=54

Reply from 172.217.169.67: bytes=32 time=6ms TTL=54

 

Ping statistics for 172.217.169.67:
   Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),

Approximate round trip in milli-seconds:

  Minimum = 5ms, Maximum = 6ms, Average = 5ms

 

C:\Users\ozenm>ping google.co.uk

 

Pinging google.co.uk [172.217.169.67] with 32 bytes of data:
Reply from 172.217.169.67: bytes=32 time=6ms TTL=54

Reply from 172.217.169.67: bytes=32 time=5ms TTL=54

Reply from 172.217.169.67: bytes=32 time=5ms TTL=54

Reply from 172.217.169.67: bytes=32 time=6ms TTL=54

 

Ping statistics for 172.217.169.67:
   Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),

Approximate round trip in milli-seconds:

  Minimum = 5ms, Maximum = 6ms, Average = 5ms

 

C:\Users\ozenm>ping google.co.uk

 

Pinging google.co.uk [172.217.169.67] with 32 bytes of data:
Reply from 172.217.169.67: bytes=32 time=5ms TTL=54

Reply from 172.217.169.67: bytes=32 time=6ms TTL=54

Reply from 172.217.169.67: bytes=32 time=5ms TTL=54

Reply from 172.217.169.67: bytes=32 time=6ms TTL=54

 

Ping statistics for 172.217.169.67:
   Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),

Approximate round trip in milli-seconds:

  Minimum = 5ms, Maximum = 6ms, Average = 5ms

 

Bad Ping Test (Before 7pm)

 

 

C:\Users\ozenm>ping google.co.uk

 

Pinging google.co.uk [172.217.169.67] with 32 bytes of data:
Reply from 172.217.169.67: bytes=32 time=350ms TTL=54

Request timed out.

Reply from 172.217.169.67: bytes=32 time=7ms TTL=54

Reply from 172.217.169.67: bytes=32 time=6ms TTL=54

 

Ping statistics for 172.217.169.67:
   Packets: Sent = 4, Received = 3, Lost = 1 (25% loss),

Approximate round trip in milli-seconds:

  Minimum = 5ms, Maximum = 350ms, Average = 121ms

 

C:\Users\ozenm>ping google.co.uk

 

Pinging google.co.uk [216.58.211.163] with 32 bytes of data:
Reply from 216.58.211.163: bytes=32 time=10ms TTL=54

Reply from 216.58.211.163: bytes=32 time=13ms TTL=54

Reply from 216.58.211.163: bytes=32 time=8ms TTL=54

Reply from 216.58.211.163: bytes=32 time=13ms TTL=54

 

Ping statistics for 216.58.211.163:
   Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),

Approximate round trip in milli-seconds:

  Minimum = 8ms, Maximum = 13ms, Average = 11ms

 

C:\Users\ozenm>ping google.co.uk

 

Pinging google.co.uk [216.58.211.163] with 32 bytes of data:
Reply from 216.58.211.163: bytes=32 time=115ms TTL=54

Reply from 216.58.211.163: bytes=32 time=124ms TTL=54

Reply from 216.58.211.163: bytes=32 time=157ms TTL=54

Reply from 216.58.211.163: bytes=32 time=260ms TTL=54

 

Ping statistics for 216.58.211.163:
   Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),

Approximate round trip in milli-seconds:

  Minimum = 115ms, Maximum = 260ms, Average = 164ms

 

Good Traceroute (Before 7pm)

 

C:\Users\ozenm>tracert google.co.uk

 

Tracing route to google.co.uk [216.58.204.67]

over a maximum of 30 hops:

 

  1     <1ms     <1ms      <1ms     192.168.1.1

  2       5ms       5ms        4ms     host-78-151-238-77.as13285.net [78.151.238.77]

  3       5ms       5ms        5ms     host-78-151-238-77.as13285.net [78.151.238.77]

  4       5ms       4ms        5ms     host-78-144-14-54.as13285.net [78.144.14.54]

  5       5ms       5ms        5ms     74.125.51.108

  6       *             *             *          Request timed out

  7       5ms       5ms        5ms     172.253.71.188

  8       6ms       6ms        5ms     74.125.242.82

  9       6ms       6ms        6ms     216.239.57.207

10       6ms       5ms        5ms     209.85.143.66

11       7ms       7ms        6ms     108.170.246.161

12       6ms       6ms        5ms     108.170.246.161

13       6ms       5ms        5ms     1hr25s13-in-f67.1e100.net [216.58.204.67]

 

Trace Complete

 

C:\Users\ozenm>tracert google.co.uk

 

Tracing route to google.co.uk [216.58.204.67]

over a maximum of 30 hops:

 

  1     <1ms     <1ms      <1ms     192.168.1.1

  2       5ms       4ms        5ms     host-78-151-238-77.as13285.net [78.151.238.77]

  3       5ms       5ms        5ms     host-78-151-238-77.as13285.net [78.151.238.77]

  4       13ms     10ms      7ms     host-78-144-14-54.as13285.net [78.144.14.54]

  5       5ms       5ms        5ms     74.125.51.108

  6       *             *             *          Request timed out

  7       6ms       6ms        5ms     172.253.71.188

  8       6ms       6ms        5ms     74.125.242.82

  9       6ms       6ms        6ms     216.239.57.207

10       6ms       5ms        6ms     209.85.143.66

11       7ms     10ms       14ms    108.170.246.161

12       7ms       6ms        5ms     108.170.246.161

13       6ms       5ms        5ms     1hr25s13-in-f67.1e100.net [216.58.204.67]

 

Trace Complete

 

C:\Users\ozenm>tracert google.co.uk

 

Tracing route to google.co.uk [216.58.204.67]

over a maximum of 30 hops:

 

  1     <1ms     <1ms      <1ms     192.168.1.1

  2       5ms       5ms        5ms     host-78-151-238-77.as13285.net [78.151.238.77]

  3       5ms       5ms        5ms     host-78-151-238-77.as13285.net [78.151.238.77]

  4       5ms       5ms        5ms     host-78-144-14-54.as13285.net [78.144.14.54]

  5       5ms       5ms        5ms     74.125.51.108

  6       *             *             *          Request timed out

  7       5ms       5ms        5ms     172.253.71.188

  8       6ms       6ms        6ms     74.125.242.82

  9       6ms       6ms        7ms     216.239.57.207

10     14ms      14ms      13ms     209.85.143.66

11       7ms       7ms        6ms     108.170.246.161

12       5ms       5ms        5ms     108.170.246.161

13       5ms       6ms        5ms     1hr25s13-in-f67.1e100.net [216.58.204.67]

 

Trace Complete

 

Bad Traceroute (After 7pm)

 

C:\Users\ozenm>tracert google.co.uk

 

Tracing route to google.co.uk [216.58.204.227]

over a maximum of 30 hops:

 

  1     <1ms     <4ms      <1ms     192.168.1.1

  2   197ms   102ms    216ms     host-78-151-238-77.as13285.net [78.151.238.77]

  3     12ms     20ms      10ms     host-78-151-238-77.as13285.net [78.151.238.76]

  4       9ms     12ms      11ms     host-78-144-14-54.as13285.net [78.144.14.100]

  5     12ms     32ms      26ms     74.125.51.108

  6       *             *             *          Request timed out

  7     19ms     16ms      14ms     172.253.68.218

  8     13ms     11ms       11ms    172.253.71.201

  9   115ms    183ms    165ms    par21s06-in-f3.1e100.net [216.58.204.227]

 

Trace Complete

 

C:\Users\ozenm>tracert google.co.uk

 

Tracing route to google.co.uk [172.217.169.35]

over a maximum of 30 hops:

 

  1     1ms     <1ms      <1ms     192.168.1.1

  2   19ms       7ms      15ms     host-78-151-238-77.as13285.net [78.151.238.77]

  3   11ms       8ms      12ms     host-78-151-238-77.as13285.net [78.151.238.72]

  4 187ms   101ms      21ms     host-78-144-14-54.as13285.net [78.144.14.94]

  5 261ms   133ms      13ms     72.14.218.90

  6   12ms     14ms      11ms     74.125.242.97

  7 382ms   413ms    374ms    172.253.66.89

  8   13ms     8ms      11ms      1hr48s08-in-f3.1e100.net [172.217.169.35]

 

Trace Complete

 

C:\Users\ozenm>tracert google.co.uk

 

Tracing route to google.co.uk [172.217.169.35]

over a maximum of 30 hops:

 

  1     <1ms     <1ms      <1ms     192.168.1.1

  2     20ms     13ms        9ms     host-78-151-238-77.as13285.net [78.151.238.77]

  3     16ms       7ms      18ms     host-78-151-238-77.as13285.net [78.151.238.72]

  4      8ms      14ms        6ms     host-78-144-14-54.as13285.net [78.144.14.94]

  5    14ms      15ms      10ms     72.14.218.90

  6    20ms      16ms      26ms     74.125.242.97

  7    17ms      11ms      16ms    172.253.66.89

  8    60ms    169ms    215ms    1hr48s08-in-f3.1e100.net [172.217.169.35]

 

Trace Complete

 

Hope that helps.

 

 

 

 

 

 

 

Highlighted
Community Team - TT Staff

Hi TheRealMeal,

 

Thank you, we'll need to raise this over for investigation. Could you send me a Private Message (PM) confirming the name on the account and I can pass this straight over to our Network Team for further investigation.

 

 

Please do not post this information on this thread, send this via a Private Message only.

 

Thanks

 

Highlighted
Community Team - TT Staff

Hi TheRealMeal,

 

I've re-run the line test which is still clear. Were any changes made to the equipment set up when the connection improved? Is this still affecting wired and wireless connections? Could you run a few more pings and trace routes (wired) please so we can see the recent results.

 

Thanks

 

Highlighted
Community Team - TT Staff

Hi,

 

Just to add to my last post, we would also need some more recent speed tests results (using the TalkTalk Speed Tester) when the speeds are good and also when the speeds drop please.

 

Thanks