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TalkTalk Service Message: "Your Broadband Connection Could be Improved."

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11 REPLIES 11
Brian-BH13
Conversation Starter

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.

 

Thank you.

Brian-BH13
Highlighted
Community Team

Hi

 

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

 

Karl. 

Brian-BH13
Conversation Starter

Thanks for getting back Karl. 

 

  • Landline clear no crackling or obvious interference.
  • TalkTalk Broadband speed checker (using Ethernet) 55.8 Mbps

 

Router stats:

 

Line Quality

 

Upstream line rate (kbit/s):

16267

Downstream line rate (kbit/s):

59325

Upstream noise safety coefficient (dB):

6

Downstream noise safety coefficient (dB):

6.9

Upstream interleave depth:

205

Downstream interleave depth:

1722

Line standard:

VDSL2

Upstream line attenuation (dB):

0.1

Downstream line attenuation (dB):

9.7

Upstream output power (dBm):

6.8

Downstream output power (dBm):

14.3

Channel type:

Interleaved

DSL up-time:

8 days 21 hours 59 minutes 52 seconds

 

Brian-BH13
Community Team

Hi

 

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. 

Brian-BH13
Conversation Starter

Thanks Karl.   Will let you know results when new one received and plugged in.    Although present router not very old - installed November 2018.

Brian-BH13
Community Team

Hi Brian-BH13

 

Please let us know how you get on.

 

Thanks

 

Debbie

Brian-BH13
Conversation Starter

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.

Brian-BH13
Community Team

Hi Brian-BH13,

 

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?

 

Thanks

 

Brian-BH13
Conversation Starter

Thanks Debbie:

 

  • Connected new router around 2pm yesterday, so guess has not had opportunity to properly settle down as you mention allowing around up to 48 hours.   So will monitor again over next few days and report back.   
  • Used the cables supplied, but not the microfilter as the Openreach engineer who attended November to set up the new Firbre connection said filters not required.  He said, as part of the Firbre set up, he had completely separated the broadband from the landline and therefore filters not necessary?

Regards.

Brian-BH13
Community Team

Hi Brian-BH13,

 

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.

 

Thanks

 

Brian-BH13
Conversation Starter

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)

Brian-BH13
Community Team

Hi

 

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.

 

Thanks

 

Karl.