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New connection dreadfully slow

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7 REPLIES 7
mbarker1212
First Timer

Had a new connection installed on the 27th March. It connected at 30+ Mbs originally but for the last few days has dropped to 2 Mbs. A wired speed test only returns 0.37 Mbs which makes it virtually unuseable. I have rebooted the router and left of for half an hour, etc but it still only connects at 2 Mb.

 

I was previously with Sky on the same copper with no issues for 2 years.

Mark
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? 

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Community Team

Hi mbarker1212,

 

Can you please update your community profile to include your:

  • Name
  • Telephone number
  • Alternative contact number

We'll then look into this further. Please do not post this information on this thread Once you've updated your profile please post in your topic to confirm it's updated. 

 

Thanks

 

mbarker1212
First Timer

Hi,

 

I have updated profile with the requested information.

 

Thanks

Mark
Community Team

Hi mbarker1212,

 

Thank you. I've run a test on the line which has detected a potential fault. Just to confirm, are you experiencing any issues with the voice service such as noise on the line or no dial tone? Does your master socket also have a test socket?

 

Thanks

 

mbarker1212
First Timer

Hi, I do not have/use a voice service so can't comment on noise. There is no visible test socket on the master socket.

 

Thanks

Mark
Community Team

Hi mbarker1212,

 

Ok thanks for confirming this. I've passed the drop in sync and throughput speeds over to our Network Team now for further investigation and I'll let you know as soon as I know more.

 

If you don't hear back by the end of today then please can you bump your thread and we can re-check for an update for you.

 

Thanks

 

Community Team

Hi mbarker1212,

 

I've now received an update to advise that the fault has been passed to BTOR for further investigation.

 

Thanks