15% speed reduction with new router

[philipm]

I finally got around to installing the replacement router as the old one was having to be rebooted regularly. I have been sent an HG633 rather than the HG635 and it is much slower. A full 15% slower and the wifi signal is not as good. Please can I have a replacement 635?

[Chris-TalkTalk]

I'm sorry it's taking so long to resolve, I can understand your frustration 

Chris

[philipm]

Will do, though it is starting to become a tad wearisome now. Been quite a long time and, whilst I am very pleased with the communications I am getting and I can appreciate that the fault could well lie within the remit of Openreach, I would ask that this now be sorted out once and for all, please. And Soon!!!

[Chris-TalkTalk]

Thanks for that, line test is still showing a potential issue so I've passed this back to our network team for further investigation. Can you bump the thread tomorrow and we'll check for updates 

Chris

[philipm]

Connected to test socket now. Even left it twenty minutes before switching on.

[Chris-TalkTalk]

OK, thanks for the information 

Chris

[philipm]

FYI. Results of the latest online line test attached.

[Chris-TalkTalk]

OK thanks

[philipm]

OK. That will have to wait until this evening, then I'll post to let you know it's done.

Regards

[Chris-TalkTalk]

Hi philipm,

It does look as though we're going to need to arrange another engineer visit but we really need to test again with the router connected to the test socket first 

Chris

[philipm]

I can do, Michelle but not until I get home this evening, so that will be another day delay. You can see from the attached that the line speed has dropped again and it obviously dropped a connection around 10PM last night.

Will the line test simply not prove, once again, that there is a problem that needs to be fixed and hasn't been fixed by any of the three Openreach engineers that I have now entertained?

The new router has made a difference but that is just helping to mask the real issue which, clearly, resides elsewhere.

[Michelle-TalkTalk]

Hi philipm,

Would it be possible to connect the router back at the test socket for a short period of time just so that we can re-run the line test again?

Thanks

[philipm]

I haven't changed anything and it hasn't been connected to the test socket since the first (of three!!!) Openreach engineers left a couple of weeks back. The other two engineers have, similarly, failed to find any issue in the home and I have to conclude that the issue is external but how many engineers will it take to find it, do you think?

Regards

[Michelle-TalkTalk]

Hi philipm,

I'm sorry to hear this and I'll take a look now. I've re-run the line test which has detected a potential fault towards the property and the connection does look unstable.

Just to confirm, have you made any changes to the current set up? Is the router still connected to the test socket?

Thanks

[philipm]

Clearly not all is well, still. Lost connection yesterday evening and had to restart. This morning (Saturday), took a cold reset to actually get back online. Something is still amiss.

Please can you test?

[Michelle-TalkTalk]

Hi philipm,

Thanks for keeping us updated and please let us know if you need any assistance 🙂

Thanks

[philipm]

Thanks to you guys for all your help. I'll only come back to you if I think its going downhill again, so will keep this thread open for a few days yet.

Regards

[Karl-TalkTalk]

Hi

Glad the hub has made an improvement.

Regards,

Karl. 

[philipm]

Wow! An immediate improvement. Got 36 download and 6 up with 7 ping. Almost back to the old days. Yeah!

[Michelle-TalkTalk]

Hi philipm,

Thanks for the update and I'm glad to hear this 🙂 Could you let us know once the wifi hub is connected and we can re-check the connection stats again to see if there is any improvement in sync speed with this router connected.

Thanks

[philipm]

Loyalty team were very helpful and in view of the length of time I've been a customer, agreed to ship it out to me free gratis. Most acommodating.

The line seems to be stable now as, this morning, it was showing as being up for a day and a half. Ping and upload speeds as they used to be but download still hovering around 25 when it used to be 38!!!