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Faster Fibre - Download 1.8Mbps / Upload 1.4Mbps - TalkTalk for real?

kaspac
Participant
Message 30 of 30

Hello,

 

Online community is the last resort. Since 20/07/2019 my service has dropped radiclously. Basically if I wouldn't have unlimited mobile data I would not have access to web since this time - I'm working from home during the evening so it's even more frustrating. I have contacted TalkTalk support 4 times already and the only thing was done I went through the tests wasting approx 5-6 hours of my life without getting issue sorted. Today besides the fact attitude of the consultant was unacceptable  almost 2 hours chat and test ended with conclusion everything is okay and I can only complain. Is this for real guys? I have TalkTalk over 3 years and I resigned from other supplier due to the poor customer service, not due to the poor speed.

 

Just to clarify what was done so far:

 

  • 3 online test have been run by Tech Support
  • 3 times router restart - 30 minutes
  • Connection tested on 2 iPhones, MacBook, Android phone, AppleTV (Streaming) and finally wired using Dell laptop with Windows 10.
  • Master socket unscrewed and connection tested through the test socket - same speed on the test socket 
  • There are no signs of any damage cable coming to the property form the cabinet. Also there is no sign of cabe damage inside the property
  • There were no modifications done to the equipment 
  • There were no new devices added to the home network
  • There was a repair case opened on 22/07/2019 which has been closed since there are no issues(!) with my internet connection  (REP-5862393)
  • At the end I have received "Supermail from TalkTalk"  which doesn't bring anything new to what I have done so far.

Please see the test run just before posting the message:

 

67397169_638236553328670_7915449324358598656_n.jpg

Can someone suggest any other solution apart from changing the provider regardless of the potential cancelation fee?

 

Many thanks,

Kat

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29 REPLIES 29

Chris-TalkTalk
Support Team
Message 1 of 30

Hi kaspac,

 

So your speeds are much better wired. Did you run the wired speed tests on the same device that you ran the wireless speed tests?

When you run the wireless speed tests, how far away is the wireless device from your router? Is it in the same room?

Chris

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Message 2 of 30

AEB86677-3F61-4096-83F5-DDCA59B77FAE.jpeg

BEE30291-2379-4F43-99AB-CF47B59FA006.jpeg

E4512FB5-E405-4258-8A3D-4F4B17009DE1.jpeg

 

Message 3 of 30

Hello,

 

All three wireless. I can do some wired tests today evening. Will post results once done.

 

Thanks,

Kat

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Message 4 of 30

Hi kaspac,

 

I'm sorry for the delay. Could I just confirm, were the last 3 speed tests completed wired or wireless?

 

Thanks

 

Message 5 of 30

 

Some tests: 

 

1287CEE7-E72C-4BE9-9FBA-B1FF0853F026.png

 

36D35106-15B8-44E0-8408-EC77E30E5D17.png

AECC1E9F-6D70-46B7-9B65-7D0D7A726D4C.png

 

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Message 6 of 30

Just quick update. Internet has started working after a few minutes chat. I will monitor speeds in next couple of days.

 

thanks

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Message 7 of 30

Hi,

I have been away for three weeks so unstable speed wasn’t so annoying, especially as most of the time was over 30 Mbps making my connection “usable”. Unfortunately another issue came up today... I do not have internet access at all - solid red light on the router. Same issue with second router (sagemcom 5364) - solid amber light. Which steps should I take now? I believe restarting router won’t be a case after reading similar stories 

 

Many thanks,

Kat

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Message 8 of 30

Hi Kat,

 

Thanks for the update. I've re-run the line test which hasn't detected a fault and the sync speed looks consistent at the moment. Is it the wired or wireless speed which is varying at the moment? Is the alternative router a 3782?

 

Thanks

 

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Message 9 of 30

Hi,

I was away for over a week. Looks like speed has improved all of the sudden however is very unstable. During one test I’m getting 60 Mbps and after a while 20 Mbps or even less. I have left HG633 connected since last tests. Can you please re run your checks to see if anything can be improved before booking a engineer? Should I plug in newer router and keep it on HG633 for now?

Cheers,
Kat

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Message 10 of 30

Hi Kat,

 

Our Network Team have advised that they have looked into this and that the sync speed looks ok and they can't see any reason for the slow throughput speeds so they have suggested arranging a TalkTalk engineer visit to check the internal set up. 

 

Just to confirm, do you receive the same throughput speeds on a few different devices? Would you like us to arrange this visit for you?

 

Thanks

 

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Message 11 of 30

Ok. I will wait for an update. Meanwhile should I put back newer router or keep older HG633?

 

Thanks,

Kat

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Message 12 of 30

Hi Kat,

 

Thanks for letting me know. I've asked our Network Team to have a look at the slow throughput speed now and I'll let you know as soon as I receive an update back.

 

Thanks

 

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Message 13 of 30

Hi,

 

As far as I’m aware my complaint hasn’t been escalated to the Complaint Manager - just received phone call last week and went through all of the test again being told everything is okay on your side. I’ve missed phone call yesterday form TalkTalk. I will call  back later on to see what’s going on. Can you please push this further? What are the next steps as I’m not going to pay for the engineer half of the potential exit fee considering I will have to pay any.

 

Thanks,

Kat

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Message 14 of 30

Hi Kat,

 

Thanks. Could I just confirm, are you currently in contact with a Complaints Manager or would you like me to ask our Network Team to take a look at the slow throughput speeds for you?

 

Thanks

 

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Message 15 of 30

Hello,

 

Unfortunately there is no difference with speed - wired connection, router has been switched off for over 30 minutes.

 

Below results of the tests:

 

Ping:

C:\Users\marek>ping google.co.uk Pinging google.co.uk [216.58.213.3] with 32 bytes of data: Reply from 216.58.213.3: bytes=32 time=7ms TTL=54 Reply from 216.58.213.3: bytes=32 time=7ms TTL=54 Reply from 216.58.213.3: bytes=32 time=7ms TTL=54 Reply from 216.58.213.3: bytes=32 time=7ms TTL=54 Ping statistics for 216.58.213.3: Packets: Sent = 4, Received = 4, Lost = 0 (0% loss), Approximate round trip times in milli-seconds: Minimum = 7ms, Maximum = 7ms, Average = 7ms Traceroute: C:\Users\marek>tracert google.co.uk Tracing route to google.co.uk [172.217.169.35] over a maximum of 30 hops: 1 <1 ms <1 ms <1 ms 192.168.1.1 2 * * * Request timed out. 3 7 ms 6 ms 6 ms host-78-151-234-61.as13285.net [78.151.234.61] 4 5 ms 5 ms 6 ms host-78-151-234-60.as13285.net [78.151.234.60] 5 7 ms 11 ms 7 ms host-78-144-13-173.as13285.net [78.144.13.173] 6 7 ms 7 ms 7 ms host-78-144-4-35.as13285.net [78.144.4.35] 7 9 ms 9 ms 9 ms 74.125.242.97 8 8 ms 8 ms 8 ms 172.253.66.89 9 8 ms 8 ms 7 ms lhr48s08-in-f3.1e100.net [172.217.169.35]

Thanks,

Kat

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Message 16 of 30

Hi Kat,

 

Thank you. Could you try switching this router off for a full 30 minutes and run the wired speed test again please. If there is still no improvement then please can you run a wired ping and trace route and post the results into the thread.

 

Run a Ping or Traceroute

 

Thanks

 

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Message 17 of 30

Hello, 

 

Same still issue. Tested wifi and wired connection - on both around 1.5Mbps download and 1 Mbps upload. I left old router connected.

 

Cheers,

Kat

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Message 18 of 30

Hi Kat,

 

Thanks for confirming this. How have you found the speed and the performance of the connection since this router has been connected?

 

Thanks

 

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Message 19 of 30

Hello,

 

All done. Old router has been connected.

 

Thanks,

 

Kat

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Message 20 of 30

Hi kaspac

 

Apologies for the delay.

 

Please can you connect the HG633 router to the line?

 

Thanks

 

Debbie

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