Hi we have been connected using TalkTalk fibre to the cabinet for several years. The connection was stable and consistent at almost 40Mb upload, almost 9Mb download. Being out of contract gradually became more expensive so we signed up for an 18 month Faster Fibre package and also bought the latest router. All was OK for a while but recently the line has started dropping and then the speeds fell. Line tests via the website show no problem and I have done all the usual troubleshooting stuff advocated by the webchat assistant (including leaving the router off for 30 mins). Currently we have the front of the master socket completely removed and only the router plugged into the test socket via a brand new cable and new microfilter. The router is showing max download connection speed of 49kB but only 15kB actual despite more than 20dB noise margin. Strangely the upload is now showing 2.9kB max and 2.9kB actual which suggests the line is being throttled in some way - Before we encountered problems we always used to get a real world (i.e measured by speedtest) 38Mb download and 8.6Mb upload. Is there a way to get the line checked for crosstalk at the cabinet and then initiate DLM to restore our speed ?
The sync speed is lower than it should be. All tests are passing so nothing obvious stands out.
We always recommend you connect the router direct to the test socket for a time to see if there is improvement, and also advise testing with another router if possible to rule out a hardware issue before we progress to an engineer.
Do you have access to another router or would you like us to provide one.
Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.
WEAR A MASK - WASH YOUR HANDS - SOCIAL DISTANCE
Thanks for checking. Router has been connected via the test socket for 3 days now with no change in the line speed. Since the noise margin is so high, the downstream limitation could be an intermittent cable fault requiring an engineer to fix but the upload speed made me think there was an incorrect setting - if was consistently 9Mb for years before why would it suddenly become limited to only 2.3Mb now ?
Yes I still have the original HG365. I will swap them over right now
spoke too soon - wife is on line until 18:30 so I will swap the routers over then !
OK I have replaced the router. It is now connected directly to the test socket via a microfilter
Could you leave the router connected to the test socket for 48 hours to allow DLM time to respond to any improvements by moving you to a faster line profile
Thanks for testing at the test socket. Just before we arrange the engineer visit can you just confirm that telephone calls are clear with no noise. (we can send a replacement router if required)
If you'd like us to arrange the engineer visit can you confirm:
I've also sent you a PM to confirm some other details
Poor upload speed was due to defective router but poor download speed and drop-outs turned out to be due to wiring at one of the boxes in the street next to ours - The Openreach engineer you booked for us arrived on time and quickly diagnosed a problem with a poor connection in one of the boxes out on the street (not the one nearest to our house). He swapped the wiring at the box to use another pair and then came back to the house and changed the connection at our end. All has been well since.
Many thanks for your help.