Hi all. I have run out of things I can think of to fix my slow broadband speeds. Please help!!
I have been on faster broadband for quite a while now and, because I rarely download anything significant (just really use it for browsing), I've never really noticed how poor my speed is until the last 2-3 months. My 'guaranteed minimum' download speed is over 24mbps but my router is only receiving speeds of 17-18mbps. I started checking it after trying to download some stuff on Sky On Demand. It took 90mins to download 40% of a 30 minute HD show before I gave up and cancelled the recording.
I've done countless speed checks on apps on my phone and also via wired and wifi on my laptop through the talktalk website. Download speeds (wired and wifi) range 9-17mbps. I've logged on to my router directly on a frequent basis and see this each time:
I will ask one of TalkTalk's OCEs to pick your thread up and investigate it for you.
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Thanks - live chat and calling the contact centre isn't getting me anywhere. Been trying that for weeks!
Cheers, I'll await their response.
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.
Just to confirm, is the voice service ok? Are you experiencing any noise on the line? Have you also tested with a different router? Are you currently using the HG633 or the 3782?
It's a HG633. The phone is fine and I can't remember ever hearing noise on the line. I don't have a spare router to try. The only time that the router download speed has been any different to 17999kbps is when one of the tech team sent some sort of software/firmware update to it about a month ago. It jumped up to about 24000kbps for about 2 days and then reverted to 17999.
It's been in the test socket since I rebooted it again yesterday morning but still stuck on 17999.
Stats below have just been taken:
As there are no other suggestions I don't see how it can hurt. The router I have isn't that old though so I would have hoped it would still be performing well.
Initial indications not great
DSL Type:VDSLCable Status:ConnectedLink Rate:6664/17998 KbpsConnection Type:Dynamic IPNetwork Status:ConnectedConnection Uptime:0 Day 0 Hour 9 Min 27 Sec
So still only about 18mbps
Happy to leave it in for a couple of days to see if it gets better but tbh this whole 17999/17998 is so consistent it seems that it's purposely set at that rate.
Your speed is capped at 18Mbps by your line profile, if your connection stats improve over the next few days with the new router then the line management system (DLM) should move you to a faster profile
OK so why is my speed capped at 18mbps? That implies that talktalk have capped it and therefore I have been paying for a guaranteed minimum speed that I have not been getting.... for months.
I have made multiple calls and initiated live chats and each time it's been investigated, noone has mentioned this physical cap on my speed.
Can you please expalin both why it was/is capped and why this has gone unnoticed despite me reporting the issue many times?
"OK so why is my speed capped at 18mbps? That implies that talktalk have capped it and therefore I have been paying for a guaranteed minimum speed that I have not been getting.... for months."
Your line is constantly monitored for errors and disconnections by an automated system called DLM (dynamic line management). DLM adjusts you line profile (speed) both up and down to give the fastest speed that also provides a stable connection with a low error count. If DLM didn't do this then you would potentially have a faster connection speed but an unstable connection and/or a high error count that would cause performance issues. So the purpose of DLM is to provide as fast a connection speed as possible while maintaining a stable connection with a low error count
Thanks for explaining that. I wish someone had bothered checking/explaining this before. It seems then that the 'guaranteed minimum' speed for faster fibre isn't guaranteed at all as I'm only hitting 75% of that. Noone ever explained when I signed up for this that the guarantee isn't guaranteed and there is a speed v stability offset.
I'll see what happens in the next 48 hours. Thanks.
Well the guaranteed minimum still applies. If DLM moves you to a profile that gives you a sync speed that's below the guaranteed minimum then we are still able to get Openreach to investigate. We just first need to give DLM a couple of days with the new router connected, to see if it notices an improvement and responds by moving you to a faster profile 🙂
Sadly no change after 3 days
DSL Type:VDSLCable Status:ConnectedLink Rate:6664/17998 KbpsConnection Type:Dynamic IPNetwork Status:ConnectedConnection Uptime:3 Day 1 Hour 48 Min 33 Sec
Is there anything else I can try?
I'm sorry to hear this. When you connected the replacement router, did you also use the new cables and microfilter? Is the router still connected at the test socket? Once we've confirmed this then we'll pass this straight over to our Network Team for further investigation.
I used new cables but it's not in the test socket at the moment. I'll put it back in the test socket tonight when I get home and reboot it again. Will keep you informed. Thanks.
Thanks for your reply.
Would it be possible to keep the router connected at the test socket for at least 48hrs whilst DLM is monitoring the connection in this set up?
Sure. It's been connected to the test socket for 13 hours and is currently slower than usual.
DSL Type:VDSLCable Status:ConnectedLink Rate:6961/16495 KbpsConnection Type:Dynamic IPNetwork Status:ConnectedConnection Uptime:0 Day 13 Hour 41 Min 17 Sec
I'll keep an eye on it for the next couple of days