Download speed dropped to 10Mbps for my Fibre 65 package

[yjiang]

From 1 or 2 days ago, I felt slow speed of my Fibre 65 broadband. Youtube often buffered during watch video. Today I login to my WiFi router, which showed 10.5Mbps download speed and 4.4Mbps upload speed. 

I ran SpeedTest APP on my mobile and got the 1Mbps ~ 10Mbps . I also used TalkTalk online connection speed test and got maximum 10Mbps download speed.

I have rebooted my WiFi router and issue still exists.

[kanya-TT]

A factory reset on your router is required which will revert all settings back to their original state.

This includes the WiFi Network name (SSID) and password.

You can locate the default Wi-Fi Network name and password on the sticker attached to the router.

Once the slow internet connection issue is resolved, I can assist you in reconnecting to the network.

Please note, we will need to complete this steps even though you have done it before. This will help us on our end.

Kanya

[kanya-TT]

A line test has not identified an issue outside your premises. As you've not made any changes before this issue started, the next step is to look at the router.

I'll guide you through the router checks - ensuring it's up to date and addressing any potential temporary issues that could have caused the slow speeds.

If these steps don't resolve the issue, then I'll look at other potential causes.

Kanya

[yjiang]

As I know, I did not find any changes in or around my home

[kanya-TT]

Have there been any recent changes in your home that could have impacted your service?

For example - new or replacement equipment, building work on the premises or damage to any wiring in or around the home?

Kanya

[kanya-TT]

The speed to your home is 10.7 meg, which is below the guaranteed speed of 36.8 meg of your service.

This will be limiting the maximum speed you can achieve right now, regardless of whether your devices use WiFi or a cable to connect, as the line speed is limited.

I need to complete some checks with you to identify and fix the cause - looking at your setup and equipment - as our testing shows no issue with equipment outside your home.

Kanya

[yjiang]

No. I did not reboot router regularly 

[kanya-TT]

Great, do you regularly turn your broadband router off? For example, do you switch your router off at night?

Kanya
 

[yjiang]

Ok

[kanya-TT]

This can take up to 5 minutes to complete. I'll let you know if this test finds a fault, otherwise I'll continue with further checks.

Kanya

[kanya-TT]

I am about to run a test that will look at the condition of your line. This test will identify any faults in the cables and associated equipment, between your home and the exchange, that could effect your service.

The result will allow us to determine if an engineer is required, or whether additional checks need to be completed with you.

Kanya

[yjiang]

Everywhere. My WiFi router show 10Mbps internet speed. 

[kanya-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?

Kanya

[yjiang]

No

[kanya-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.

Kanya

[yjiang]

Yes, I am home

[kanya-TT]

Oh, sorry to hear that. Are you currently home at the moment. 

Kanya

[yjiang]

Yes, please. My speed is still 10Mbps

[kanya-TT]

Hey there, @yjiang. We'd like to run diagnostic checks for you if you still have speed issues. 

Kanya

[ferguson]

OK, well I can only leave you in the hands of customer support I'm afraid. 

[yjiang]

Switched off for 30 minutes did not help. My speed is still same.