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Only seem to get 2mps on faster fibre

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13 REPLIES 13
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Repeat Guest

We have regularly struggled to get decent speeds on our broadband with Talktalk. It very rarely goes faster than 2 to 2.2mps. Our son has changed the microfilters, added microfilters to the other sockets, tried changing the WiFi channel, moved the router to the main socket and we’ve tried doing the reboot of the router. None of these things have made any difference. 

Streaming TV is often impossible. Downloading songs from Apple Music can take ages and downloading a game from Xbox can take days. Any suggestions? Is the router defective? 

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Community Star

Hi @Abc21 your post has been flagged for assistance and you should hear soon.

The team here will be able to run some diagnostics and get to the bottom of it for you.

I don't work here and all my opinions are my own.
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Community Team - TT Staff

Hi Abc21

 

I'm really sorry to hear this.

 

I've completed a line test which hasn't detected any faults but I can see that the sync speed is low.

 

Have you tested with a different router at the test socket?

 

Thanks

 

Debbie

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Repeat Guest

Debbie, 

Thanks for the reply. Unfortunately we only have the Black WiFi hub provided when we changed to Faster Fibre so I don’t have any alternatives to test. 

Also we don’t have a test socket on our master socket and my son checked if there was one inside the front plate and it doesn’t. 

 

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Community Team - TT Staff

Hi Abc21

 

I can send a replacement router for testing, would you like me to arrange this?

 

Thanks

 

Debbie

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Repeat Guest

Debbie, 

That would be great. If nothing else it will rule out if it is that causing the problem. Look forward to testing it. 

Thanks.

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Community Team - TT Staff

Hi Abc21

 

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 🙂

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Repeat Guest

Debbie, 

thanks for arranging the new router for testing. Look forward to seeing if it helps. 

Just an additional note. Since yesterday afternoon the speed seems to have doubled to about 4 - 4.5mbps. Obviously this is still way short of the minimum promised but it appears something has happened because over the last few months it has always come out at 2 - 2.2mbps. 

 

Thanks for your assistance 

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Community Team - TT Staff

Hi Abc21

 

Thanks for your reply.

 

Please let us know once the replacement router is connected and we can check the connection stats/speed.

 

Debbie

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Repeat Guest

@OCE_Debbie  The new router is connected and seems to be delivering approximately the same results as before.  So we have still got the same improvement to approximately 4.5mbps but still short of what we pay for. 

Thanks 🙂

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Community Team - TT Staff

Hi Abc21,

 

Thanks for the update and for testing with the new router. I've re-run the line test which is still clear, however I can also see that the sync speed hasn't increased. Could you confirm if the new router has been connected for at least 48hrs and if you also replaced the cables and microfilter, as the next step will be to arrange an engineer visit?

 

Thanks

 

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Repeat Guest

@OCE_Michelle @OCE_Debbie It was plugged in at about 2.30pm on the 30/06/2020 so it hasn’t been 48 hours yet. All the new leads and filter etc from the box were used.

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Repeat Guest

@OCE_Michelle @OCE_Debbie Service has now dropped between 0.2mbps and 1.5mbps which is really making even simple browsing really difficult. Hopefully you will be able to get an engineer to us soon. As a household that includes a vulnerable person we really need the broadband to be fast and reliable. 

Thanks 

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Community Team - TT Staff

Hi Abc21

 

Apologies for this.

 

I'm just sending you a Private Message to confirm some details so we can arrange an engineer visit.

 

Thanks

 

Debbie