Checking service via my account as appears to be problem receiving emails – looks like server down? Took opportunity to check my broadband speed (Fibre). Received following message from the system suggesting should 'speak to the team':
“It looks like your broadband service isn’t performing as well as it should be. We can see that you may be experiencing slow broadband speeds, poor connection or buffering videos. Your download speed is 60 Mb. This is below your estimated speed of between 65 Mb – 80 Mb. Please speak to our team.”
Grateful for help with this please, as there appears to be a problem.
Your sync speed is just below the expected speed for your line.
Tests are currently clear, no obvious issues identified.
Can you check the home phone and confirm if the Dial tone is clear or if there is any noise on the line.
Thanks for getting back Karl.
Upstream line rate (kbit/s):
Downstream line rate (kbit/s):
Upstream noise safety coefficient (dB):
Downstream noise safety coefficient (dB):
Upstream interleave depth:
Downstream interleave depth:
Upstream line attenuation (dB):
Downstream line attenuation (dB):
Upstream output power (dBm):
Downstream output power (dBm):
8 days 21 hours 59 minutes 52 seconds
ok, I've a router on the way to you so we can rule out a hardware issue. If we send an engineer and it was the router, it would be a chargeable visit so lets not leave anything to chance and swap this out.
Thanks Karl. Will let you know results when new one received and plugged in. Although present router not very old - installed November 2018.
Karl and Debbie
Many thanks for sending through new Sagemcom FAST5364-3.T8 router.
TalkTalk dashboard message this morning 16 April 2019 (8:00am) “Promised speed: 65 Mb–80 Mb. Measured speed today: 59 Mb”.
Thanks again for your help.
Thanks for the update. Just to confirm, how long has the replacement router been connected for as it can take between 24-48hrs for DLM to start making changes to the sync speed? Are you also using the new microfilter and cables that came with the new router?
Ok thanks for confirming this. Could you bump your thread (request an update) tomorrow and we can re-check the connection stats to see if there has been any improvement in speed.
Hello Michelle: Update as requested:-
• TalkTalk speed checker 56.4: Mbps
• TalkTalk Service Status “Estimated speed: 65 Mb - 80 Mb - Recent speed: 59 Mbps” (?)
• Ookla speedtest: 56.47 Mbps
Tests performed 18 April 2019 (15:45)
The router is in sync at 60mb - minimum guaranteed is 56mb so a little above this. I've updated the router firmware to see if this helps. See if this performs any better over the weekend.