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Lower Speeds After Switch To Fibre 65 & New Router

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38 REPLIES 38
AndyUK
Whizz Kid

On 8 April I took out a new contract for Fibre 65 as my previous contract for Faster Fibre + Speed Boost was due to expire.  Prior to the change I was getting download speeds of around 55 Mbps and 15 Mbps upload as can be seen in my thread here: Speed Not Tuned After Switch To Fibre - TalkTalk Help & Support

 

When I renewed I was told that Fibre 65 was the replacement for Faster Fibre + Speed Boost and that my speeds shouldn't change.  Initially that proved to be correct, there was no break in service and the speeds didn't change.

 

However on 10 April I received a new TalkTalk Wifi Hub (Sagecom type) and installed it.  Having done that my speeds had dropped to 42 Mbs down and 13 Mbps up.  Overnight the hub software was updated and the download speed increased slightly to 44 Mbps and it's not improved since then.  I ran a line test today which suggested there may be a problem with my home setup.  The only change in my home setup since Thursday is the change of Hub / Router and the cable connecting it to the master socket.  I changed the cable and see no improvement.

 

Can someone please investigate why my download speed has dropped by around 10 Mbps despite me now paying more for Fibre 65 than I was for my previous package?

 

Andy L

KeithFrench
Community Star

Are these speeds measured by speed tests or by checking the Sagemcom's dashboard? If the former, please can you log into your Sagemcom & check the speed there?

What type of connection to the router are you using - wired (Ethernet) or wireless?

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? 

AndyUK
Whizz Kid

Keith,

 

The speeds I quoted, both current and historic, are measured via a wired connection to the router on the TalkTalk speed test page: https://www.talktalk.co.uk/speedcheck/

 

Looking at the Sagemcom dashboard I see 45 Mbps download and 13.6 Mbps upload. 

 

Delving deeper and looking at the Device Info under xDSI I see:

 

Downstream Actual Rate [Kbps] 44957 Maximum Rate [Kbps] 51397

Upstream Actual Rate [Kbps] 13564 Maximum Rate [Kbps] 13564

 

Happy to provide further info from the router stats if it would help.

 

Andy L

KeithFrench
Community Star

I have asked one of TalkTalk's OCEs to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday), but if more urgent you can always try the Service Centre. The posts are responded to in time/date order, oldest first. Please try to avoid posting on here until TalkTalk have responded to you, otherwise, this will just put you further down the queue.

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? 

OCE_Michelle
Community Team - TT Staff

Morning Andy,

 

I've run a test on the line now which hasn't detected a fault, however I can see that the sync speed has dropped. Is there any noise on the voice service? Does your main socket have a test socket?

 

Thanks

 

AndyUK
Whizz Kid

Hi Michelle,

 

I've not noticed any noise on the voice service.  There is a test socket behind the main socket.  If you want me to connect to it is it worth using the previous router (HG633) to rule out a fault with the new one?

 

Let's not lose sight of the fact that the download speed was as it had been, around 54-55 Mbps, for the first two days of the new contract, only dropping to the 42 Mbps I'm getting now after installing the new router on Saturday afternoon.  So unless the line developed a fault at exactly the same time as new router connected shouldn't I still be able to get at least 54 Mbps download speed?  FWIW the email confirming my new contract gave an estimate of between 52 and 78 Mbps download speed.

 

Andy L

OCE_Michelle
Community Team - TT Staff

Hi Andy,

 

Thanks for confirming. Yes please can you re-connect the HG633 router and we can check the speed again to see if DLM has increased the speed.

 

Thanks

 

AndyUK
Whizz Kid
HG633 now connected to the test socket via a new filter. Download speed now about half what it was earlier this morning! Perhaps I should have left the router off for longer. I'll try again after switching it off for 30 mins.

Andy L
OCE_Michelle
Community Team - TT Staff

Hi Andy,

 

Ok thanks for trying this. It can take DLM up to 48hrs to make changes to the speed if the connection remains stable. Would it be possible to post back here tomorrow and we can re-check your connection stats again please?

 

Thanks

 

AndyUK
Whizz Kid

I've just powered up the router and speed still much lower than earlier, 19.6 down 8.9 up.  I'll leave things as they are, HG633 on the test socket, and report back tomorrow.

 

Andy L

OCE_Michelle
Community Team - TT Staff

Hi Andy,

 

The line test is now detecting a potential fault. Could you confirm if the voice service is currently ok with no noise on the line and I will pass the drop in sync speed over to Openreach for further investigation.

 

Thanks

 

AndyUK
Whizz Kid

Morning Michelle,

 

Voice service still seems fine, no noise on a call made just now.  Not sure what you can see but the DLM apparently has made no attempt to increase the speed overnight, connection has been up for 22 hrs and download speed still 19.6.

 

Do you want me to put the socket back together and connect the new router again so that the setup at this end is as it was before I connected the HG633 to the test socket?

 

Andy L

OCE_Debbie
Community Team - TT Staff

Hi Andy

 

Thanks for your reply.

 

You can now connect the router back to your usual set up. I have escalated this fault over to Openreach to be investigated by a line engineer.

 

We should receive further updates from Openreach within the next 48-72hrs.

 

Thanks

 

Debbie

AndyUK
Whizz Kid
Thanks Debbie, I'll await developments.

Andy L
OCE_Debbie
Community Team - TT Staff

Hi Andy

 

We will check on this fault again on Monday for any additional updates from Openreach.

 

Thanks

 

Debbie

AndyUK
Whizz Kid

Just had an email and text, subject "Our engineer has resolved the service issue" 

Hello ,

We've sent an engineer to fix a problem with your line and we're now monitoring it. Your connection might take a few days to adjust. If you find that you are having any further issues after 2 days please go to your online service centre where you can live chat to our support team.

Your TalkTalk team

 

I'll keep an eye on the download speed over the weekend.

 

Andy L

OCE_Michelle
Community Team - TT Staff

Hi Andy,

 

Thanks for the update. I've checked and the line test is now clear. How have you found the speed over the weekend?

 

Thanks

 

AndyUK
Whizz Kid

Hi Michelle,

 

The speed did recover from the 19.6 Mbps down 8.9 Up I reported on Wednesday but only to about 42 Mbps down 12.6 Mbps up that I reported in the opening post of this thread and hasn't changed at all over the weekend.

 

We appear to be back to square one with a download speed around 10 Mbps lower than I initially saw after the contract change when I was given an estimate of between 52 and 78 Mbps download.  Why the change when the line, now apparently fault free, used to be capable of supporting a 55 Mbps download?  Has anyone checked that I wasn't given a Fibre 35 connection by mistake after I reconnected having installed the new router on Saturday 10 April?

 

Where do we go from here as I'm not happy paying more for a worse service that should apparently be the same as I was getting with Faster Fibre + Speed Boost for the previous 18 months?

 

Andy L

OCE_Chris
Community Team - TT Staff

Hi Andy,

 

Your current sync speed is 44.6Mbps (if you were on Fibre 35 your sync speed could be no higher than 40.0Mbps)

 

If you haven't done this since the engineer visit, could you switch your router off and leave it off for at least 30 minutes, then switch back on and retest - please let us know how you get on

Chris

AndyUK
Whizz Kid

Thanks Chris, I'm pretty sure the router was off for 30 mins after the engineer's visit but I'll try again and get back to you.

 

Andy L