Confused

[boydfish]

I am a bit confused about broadband speed, particularly on my connection. When I was offered Fibre 35 I said yes but was told I couldn't have it as my line speed would not take it (This was a few years ago). At the time I was getting average connection speeds  of around mid 20s Mbps. Last year I opted to upgrade to Fibre 35 as it was cheaper than what I was paying, so I am now on this package and still getting around the same speed for downloads. so, I am now told that I can have the blistering speed of 100 Mbps on Fibre 100 for three pounds extra per month. Even if I go down that route I believe I will still only get mid 20s Mbps, surely someone must have a comment next to my account saying something about the restriction on the line into the house!! Oh, and while I am in rant mode why do web designers think it's cool to have grey text which is hard to read?

[boydfish]

Okay. I have checked the wireless speeds from various locations and was getting 11.72Mbps download and 3.61Mbps upload on the PC and similar speed on the laptop one room away from the router. Plugging the laptop into the router with a RJ45 cable gave a slight improvement of 13.66Mbps upload and 4.18Mbps upload. I shut down the router and fired it up again and am now getting 28.37Mbps download and 5.26Mbps on the PC and 27.48Mbps download and 4.48Mbps upload on the laptop over the wireless. With a wired connection it's 25.26Mbps download and 4.74Mbps wired.

So a restart of the router seems to have improved things dramatically which now begs the question is there something wrong with the router itself. In the past I have noticed similar improvements after a restart, but I shouldn't have to keep rebooting the router to maintain my speeds. I have also checked the router speed through the dashboard and it is showing 30.2Mbps download and 5.6Mbps upload.

So where do we go from here?

[nambuso-TT]

I need to establish if the problem is a general WiFi or Broadband issue, or if it's potentially a coverage issue. If the problem only occurs in places that may be further from the router, or are blocked by walls, doors or windows, then it's likely the issue is related to the WiFi signal not being strong enough where you experience the problem.

Does the problem occur everywhere you try and use the WiFi, or just in certain parts of the house - for example upstairs, or outside the house?

Issue occurs everywhere

Issue only occurs in one or some locations

Issue is not with WIFI 

Issue is with a single device

[boydfish]

I only have one computer and it is immediately above the router in the hall. This is the one I use and get the connection data from as it is usually the one I download and upload from. I have a laptop I use infrequently which can be plugged directly into the router but it generally uses the wireless.

[nambuso-TT]

Okay thank you for letting me know. but does the problem occur everywhere?

[boydfish]

The internet speeds are the ones the router receives. I am aware that there will be a drop off on the WiFi so I log onto the router to get the data from there. The Open reach engineer who fixed the line last time said I should get 30Mbps (at the most) at the router but that's a dream for me!!

[angelique-TT]

Does the problem occur everywhere you try and use the WiFi, or just in certain parts of the house - for example upstairs, or outside the house?

[boydfish]

No.

[angelique-TT]

Do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector.

[boydfish]

Yes, I am at home.

[angelique-TT]

Hi there. We're sorry to hear this I will look into it for you. Please confirm if you are messaging us from home. 

[boydfish]

I've been on holiday for a week and returned on Saturday. I have started a spreadsheet and will check the connection speed randomly over the next few weeks then reply to this topic (It's not looking good though the last two checks have shown 17 and 14 Mbps). I will update this when I have some more figures and maybe add the spreadsheet to this post if possible.

[siphosethu-TT]

Great news indeed. Thanks

[fr8ys]

🤞

Good news.

[boydfish]

The engineer must have fixed the problem (for now!!) as the speeds are up to the level of my contract. I hope it works this time. Thanks

[sabelo-TT]

@boydfish, I have just checked on the matter on my end and I want to let you know that our team has identified the issue with your line, and we've arranged for an engineer to take care of it. They will be heading to your local exchange within the next 24 to 72 working hours to check your line from there to your home. If they need to come inside your home, they will contact you using the mobile number linked to your account and will also send you a text once everything is fixed.. 🙂 

[boydfish]

I should also point out that Speedtest.net gave me the following today. Download 1.98Mbps upload 0.45Mbps after connecting to the best server.

[sabelo-TT]

Just to double check, are you currently at home where broadband services are installed?

[boydfish]

I've manages to get onto the router dashboard just now and attach a screenshot giving the speeds I'm getting. I have had this router since signing up with your company and maybe it's a bit long in the tooth (It's using 2.4Ghz connection). Anyway look at the screenshot and give it some thought, but my patience is wearing thin....

[sabelo-TT]

Not a problem, however, should you still be in need of assistance, kindly get in touch with us. 🙂 

[boydfish]

I managed to access the router using the correct password (!!) and performed a reset. No improvement, download 1.98Mbps upload 0.45Mbps. I've saved a screenshot from the router dashboard and it now looks like someone in support is taking notice and have posted on the thread so I'll get onto them. Thanks for your help.