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Fibre speed keeps dropping

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12 REPLIES 12
Highlighted
chris0107
Chatterbox

Hi,

For the last few months my speeds have been dropping from 65mb to as little as 1mb up to 50 times a day, I am having to reset the router every 20-30 minutes, the wifi also disconnects at the same time (on all devices).

I have changed channels for the wifi but this doesnt improve things.

When I reset the router the speed goes back to 65mb but can drop to 1mb within a few minutes again, I am having to do a speed test on my phone every 10 minutes (if wifi works) just to see if I will be able to use the internet.

I have tried live chat many times but they keep disconnecting me after an hour or so.

Does anyone have the same issue?, is this maybe a router issue, dont want to pay for upgraded router (£120) then find out thats not the cause......

Highlighted
KeithFrench
Community Star

How do you connect wireless, wired, or a mixture? If a mixture is a wired connection better than wireless?

 

It is important to see what your line is actually capable of and what your current download speed is.

 

To help diagnose this issue, please can you log on to your router, by opening a web browser (e.g. Internet Explorer, Mozilla Firefox & Google Chrome etc) and then enter this address in the address bar:-

http://192.168.1.1

enter the credentials:-

username: admin
password: admin        (unless you have set your own password).

 

If you use the HG633 & DSL-3782 or the TalkTalk Wi-Fi hub, they have their own unique password, which can be found at the top of the label on the rear of the router. It is the one labelled "router" or "admin" password, not the wireless one.

Then go to your ADSL or DSL summary page & paste the stats in this thread.

 

On the HG633 this is at:-

 

Maintain > System Information & expand Broadband Information


On the DSL-3782 go to the home page & copy the stats from the DSL & IPv4 pages.

Next can you also go to this speed checker (it is useful to have speed test figures taken at the same time as gathering the router's statistics):-

http://www.supportal-test.co.uk/

Alternatively use:-

https://myaccount.talktalk.co.uk/speed-checker/

Do this on both wireless & wired (if you have wired), but with never more than one device connected at a time.

Please can you paste the results here?

 

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? 

Highlighted
chris0107
Chatterbox
Thanks for reply, I'll do this in the morning (off to work now) and reply then....
Highlighted
chris0107
Chatterbox
Hi,
Hope this is correct.
I had reset the router before doing this as I had no wifi this morning, I will do this again once speeds drop to show the difference.

Broadband Information

DSL synchronization status:
Up
Connection status:
Showtime
Upstream line rate (kbit/s):
18526
Downstream line rate (kbit/s):
67724
Maximum upstream rate (kbit/s):
18526
Maximum downstream rate (kbit/s):
67671
Upstream noise safety coefficient (dB):
6
Downstream noise safety coefficient (dB):
4.4
Upstream interleave depth:
0
Downstream interleave depth:
0
Line standard:
VDSL
Upstream line attenuation (dB):
0
Downstream line attenuation (dB):
0
Upstream output power (dBm):
7.5
Downstream output power (dBm):
13.3
Channel type:
None
DSL up-time:
0 days 0 hours 9 minutes 13 seconds

Speed test results
Ping - 7ms
Download - 63.37mbps
upload - 17.24mbps
Highlighted
KeithFrench
Community Star

Is the speed test wireless or wired? Send me the stats again when it plays up, but it must be before you reboot the router.

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? 

Highlighted
chris0107
Chatterbox

Hi, sorry for delay, internet has been so bad and slow I gave up trying to run test......

 

The previous info was a wired connection as is this one.

 

 
Broadband Information

 

DSL synchronization status:
Up
Connection status:
Showtime
Upstream line rate (kbit/s):
18193
Downstream line rate (kbit/s):
67384
Maximum upstream rate (kbit/s):
18193
Maximum downstream rate (kbit/s):
69059
Upstream noise safety coefficient (dB):
6
Downstream noise safety coefficient (dB):
4.5
Upstream interleave depth:
0
Downstream interleave depth:
0
Line standard:
VDSL
Upstream line attenuation (dB):
0
Downstream line attenuation (dB):
0
Upstream output power (dBm):
7.5
Downstream output power (dBm):
13.3
Channel type:
None
DSL up-time:
0 days 2 hours 35 minutes 47 seconds
 
Speed test - wired
ping - 113
download - 6.59
upload
14.37
 
speed test - wifi
ping - 27
download - 3.22
upload - 14.9
Highlighted
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? 

Highlighted
chris0107
Chatterbox
Ok thanks
Highlighted
Community Team

Hi chris0107,

 

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. Which router are you currently using? Do you have an alternative router that you can test with?

 

Thanks

 

Highlighted
chris0107
Chatterbox

Hi,

I have the HG635 router, I don't have another router to try though.

I did disable the 2.4ghz last night and it has been stable since then but there have been other times where it is stable for a day or two without doing this so don't think this has resolved the issue, also the wired connection slows down to less than 1mbps at times.

Highlighted
Community Team

Hi chris,

 

Ok, would you like us to send a replacement router for testing purposes to rule this out?

 

Thanks

 

Highlighted
chris0107
Chatterbox
Hi,
Yes, I'm guessing it's the router as it is old.
Would it take long as it is getting unbearable when connection drops as I watch 90% of my tv on catch-up which means I basically haven't been able to watch tv for ages...
Highlighted
Community Team

Hi chris0107 

 

The replacement router is on its way, please allow 24-48hrs for this to arrive.

 

Let us know how the connection compares with this router.

 

Thanks

 

Debbie