Good afternoon Debbie, Openreach have been out and their was something called a loop fault on our line.He"s cleared that now and has explained that if it happens again I need to disconnect our phone line and burglar alarm line and then reconnect them after a few minutes.If you do that the speed does improve for a bit
Just a thought...
Your speeds are what would be expected from an ADSL, not a fibre, connection.
Could you log in to the router and check that you really are on a fibre (VDSL) connection? It has been known for the connection to be of the wrong type although it's rare.
Posting that link again as it was mangled by an emoji!
Hello John,had an horrendous phone call Saturday night from an Indian woman,to be honest I really could not fully understand her accent. Anyway she sent me a email and I've got to do a couple of things as soon as a new Ethernet cable arrives. She's wanting something called a ping and then also a routetrace. Have not got any ideas what they are,then she wants them copy and pasted to a email address. Do not have any ideas what copy and paste is either. I'm a total technophobe lol
Ok, I’m sure we can try to help you get the results of the ping and routetrace tests.
I’m still hoping your connection is “wired up wrongly” at the green box - going via slow copper rather than faster fibre. I’m hoping @OCE_Debbie can confirm this one way or the other. If it’s not wired wrongly then I’ll bow out!
If for some reason TalkTalk don’t check this then if you’re up for the challenge I could write some simple instructions showing how you can check yourself. It will be far easier if TalkTalk do it though, let’s give them some time to do so.
If you want some instructions please let me know the model of router you have. It will be on a sticker in the back of the router. The manufacturer will probably be D-Link or Huawei and there will be a model number. I’ll try to put something together this evening. If you don’t want to give that a try I quite understand.
@OCE_Debbie really is your best hope so fingers crossed she comes up trumps and can check you really are on fibre, not copper, and suggest the next move.
I've contacted our Network Team to check the engineers notes and to advise that you are still experiencing a fault.
I will post back on this thread as soon as I receive further information.
Hi Debbie ,I'm supposed to be doing something for your team as soon as a new Ethernet cable arrives. I've got to do a ping and a routetrace. Ive figured out how to do that Noe,but it's the copy and paste bit I'm struggling with