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Internet very slow early in the morning

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Wizz Kid
Stable all weekend sync at 20,000. Disconnected about 4am today, sync at 18,000
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Community Team - TT Staff

Hi JohnFielder1

 

Your line is showing in sync at 18.7mb. The last changes made by DLM were on 05/07 and 08/07.

 

Thanks

 

Debbie

 

 

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Wizz Kid
DLM reset the sync speed Sunday morning
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Community Team - TT Staff

Hi John

 

I've checked the connection stats this morning and I can see that DLM changed the profile on 14/07.

 

Your line is currently in sync at 18mb.

 

Thanks

 

Debbie

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Wizz Kid
Disconnection this morning. Now syncing at 16megs
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Community Team - TT Staff

Hi John

 

I've checked the connection stats and I can see that DLM changed the profile today and the speed has dropped to 16.5mb.

 

There is some interference showing. Has anything changed with your set up?

 

Thanks

 

Debbie

Wizz Kid
No change to the set up here
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Community Team - TT Staff

Hi John

 

DLM may change the profile again to increase the speed.

 

Thanks

 

Debbie

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Wizz Kid
4am this morning, DLM has disconnected and reconnected at 14megs, even slower
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Community Team - TT Staff

Hi John,

 

I'm sorry to hear this and I'll take a look now. The line test is clear and I can only see 1 re-connection on the line so I'm not sure why the sync speed has dropped. Is the voice service ok? Have you made any changes over the last 24hrs?

 

Thanks

 

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Wizz Kid
No changes in the last 24 hours

Phone line seems fine, was some hissing last time I used it, but that was a couple of days ago
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Community Team - TT Staff

Hi John,

 

Ok thanks. Would you like me to pass this over to our Network Team for further investigation?

 

Thanks

 

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Wizz Kid
You can try it. Why can't you get a report on WHY DLM keeps changing the sync speed? That information must be somewhere
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Community Team - TT Staff

Hi John,

 

I've asked our Network Team to take a look at this now and I'll let you know as soon as I know more. I've also asked about DLM.

 

Thanks

 

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Community Team - TT Staff

Hi John,

 

Our Network Team have looked into this and advised that they can see errors on the line which is most likely why DLM is lowering the speed. (to try and reduce the errors on the line)

 

They have advised that they have sent a different make and model of router and if the errors are still present then we'll need to arrange an engineer visit so that this can be investigated further.

 

Thanks

 

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Wizz Kid
I had an HG633 when I started this thread. It was slowing me down instead of disconnecting. I had to manually restart every morning to fix that. I don't see the point of sending me another one
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Community Team - TT Staff

Hi John,

 

Apologies, the router has already been sent. Would you like to progress this to an engineer visit? Also, is the router still connected at the test socket?

 

Thanks

 

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Wizz Kid
As you have already been told, the router is no longer on the test socket. You should also be able to see I have been swapped between D-Link and HG633 router constantly since I signed up for fibre over two years ago. The only router you use that I haven't had is the one you advertise on the TV (unless that is just a re boxed version of your old routers)
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Community Team - TT Staff

Hi

 

As this is a complex issue, would you like to try the new router to see if this behaves the same.

 

Thanks

 

Karl. 

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Wizz Kid
If it actually is a different router inside the case, yes. But I've had multiple routers, BT and Talktalk Engineers all say there is no problem with the setup in the house. The last engineer checked the connection where the line comes in the house and he went on to look at the box down the road