My Fibre35 upgrade package went live on April 20th at which point my downstream speed dropped from what was already pretty poor to an even more shockingly bad 2Mb/s, way below the the guaranteed minimum stated for the package (15Mb/s). I thought the line may improve with time but unfortunately this does not appear to be the case. The router appears to see a DSL with 5Mb/s but in reality my download is still at best 2Mb/s which is a sixth of what I had before upgrading my broadband with you.
I also now experience regular dropouts with the router reporting (in the debug logs) DNS issues and things offline as shown below
2021-05-01 13:31:01 [Debug][Debug-Log] static:[FBT HG][STA DEL][OFFLINE][STAMAC:dc:71:44:
2021-05-01 14:25:09 [Informational][Debug-Log] static:DNS service of wan3 is abnormal
I have tried different DSL filters (all the ones that came with the package and the old one I used, all to no avail).
This all started happening when my upgrade package with you guys went live. Up until that point I did at least have around 12Mb/s downstream, but since the upgrade I can’t seem to get more than 2Mb/s and have regular dropouts with nothing at all. The timing appears to be more than coincidental, there must surely be a fault on the new line you have switched me to.
Please can you investigate and help
It would be worth going to the Service Centre to run a connection test on your line, this will indicate if there is currently a fault affecting your service. You can also access this from the ‘My Account’ site.
Also, if you have a landline phone can you check to see if that is working normally (i.e. you have a clear dial tone and no noise on the line).
The staff on this community won't be around until Tuesday now, so you may get faster support by using the live chat over the weekend, however the staff here should respond to this topic early next week to help if you are still having issues.
Thanks for the suggestion.
I have already been doing this regularly. Just ran the speed test and got around 2 Mb/s as usual, then had a dropout for a few minutes.
The landline appears fine.
The service centre reports no known issues other than reporting my speed is “poor” but ever since the date of my Fibre 35 upgrade being activated I have had awful bandwidth and stability issues.
This is well below the minimum guaranteed speed of 15 Mb/s so I guess I should start looking elsewhere.
I'm sorry to hear this. I've run a test on the line which hasn't detected a fault and the connection looks unstable. Does your main socket have a test socket? Are there any issues with the voice service such as noise on the line? Have you ever tested with a different router?
the line sounds OK.
I tried the test socket without success. The TalkTalk router synchronises with DSL at ~4 Mb/s and I managed to get about 3Mb/s in a test. I haven’t tried my old router yet, but it’s very old and doesn’t support VDSL is my guess.
I include below the DSL info reported by the new TalkTalk router below in case it may help.
On this page, you can view DSL information.
DSL synchronization status: Up
Connection status: Showtime
Upstream line rate (kbit/s): 357
Downstream line rate (kbit/s): 4203
Maximum upstream rate (kbit/s): 357
Maximum downstream rate (kbit/s): 6004
Upstream noise safety coefficient (dB): 4.4
Downstream noise safety coefficient (dB): 3.0
Line standard: Vdsl2_ANNEX_B
Upstream line attenuation (dB): 9.9
Downstream line attenuation (dB): 25.1
Upstream output power (dBm): 0.4
Downstream output power (dBm): 8.7
DSL up time: 0 day 0 hour 4 minutes 8 seconds
As said, the landline sounds OK (not out of the ordinary anyway, some cracks), the huge decrease in bandwidth occurred on the day of my upgrade going live. I presume TalkTalk (or Openreach) must have changed something on the line that day, but maybe it's on the wrong setting?
Last night, the router must have reconnected to DSL and now reports
Downstream line rate (kbit/s): 5154
which is better, but still a long way off 15 Mbits/s