Faster fibre 65 just a name misold a pup by Talktalk

[bertywoo]

Hi I am a retired it guy so know a fair bit about networking. 

My contract ran out Last week so a few weeks ago I enquired about full fibre to my house to get better speeds having been on the part fibre 35 for last few years. Told by TT sales not available in my location even though neighbours 100m away are getting it with other providers. However my only option was to renew my contract and upgrade to fibre 65, which I did and this supposedly went live 26th November 2024. I did not see any increase in speed and still getting around 30mb down and 6mb up.

So I contacted TT to see what's happening and told the line needs 10days to optimise and there after should get a better speed. It's now 17days since so I have tried contacting tech support why hasn't it improved. 

All I get is due to me getting above the minimum 24.1mb/s that is all I can get. The useless 1st line support do not understand that my profile needs updating and any equipment in the exchange or cabinet needs changing to increase my line speed. Can a TT specialist on the forum look into this. My router  has 36mb set in xdsl settings which I can't alter. 

Also since my change of contract the Internet drops out from around midnight and the white light is on but I am having to power it down to reset it so it maybe my router needs replacing. Hope someone can help me as it's frustrating dealing with non tech tech support working from a crib sheet. Thanks 

[Chris-TalkTalk]

The speed is mainly limited by the length of the copper cable from the cab to your home. The line profile isn't restricting your speed and your speeds are within the predicted range for your line. Are you experiencing any problems with your telephone service, any noise on the line?

Chris

[bertywoo]

Hi Chris, now I have fitted the new router I tried it to see the speeds and determined that it was the same as the old router. 

I have put the faceplate back on which plugs in to the one and only socket on the 5c type socket. Basically it is exactly the same as plugged into a micro filter which splits the phone and data lines. Have you seen my photos of the router xdsl details. 

I need to ask you what controls the line speed to my property. I know that the distance and hence the resistance effects the speed but surely it's fibre to a cabinet in my village then copper to my property. So the speed is determined by the settings on the fibre interface and my router adjusts accordingly. This is why I need someone at Talktalk to check this and adjust to a higher setting. From my router there is little errors so my line could cope with a higher setting. 

If what I have just told is rubbish then tell me so. Thanks and Merry Christmas to you and all your colleagues for your support and help. 

[Chris-TalkTalk]

Thanks for trying that. is your router still connected to your test socket?

Chris

[bertywoo]

Hi Debbie, I have had the router off for around 40mins and put it back on and there has been no improvement of line speeds. 

I think that some tweaking of my profile and possible open reach equipment needs checking and adjustment to get any improvement. Here is a snapshot of my router xdsl details. Hope this helps. 

 

 

[Debbie-TalkTalk]

Hi @bertywoo 

Thanks for your reply.

Now you've connected the new router, it would be worth powering down the router for a full 30 minutes as this will start a new session and can often increase the throughput speeds.

If the speed doesn't increase then please can you keep the router powered up without being rebooted (after the 30 minute power down) to allow DLM time to monitor the connection and adjust the profile/speed.

Thanks again.

Debbie

[bertywoo]

Hi Debbie, yes I set it up yesterday with all my kit, cctv, smart plugs etc and it's working fine, it appears to be marginally faster browsing but the line speeds are the same as the old router I.e  32.4 download 6.8 upload. So is it a matter of adjusting my profile from 35mb to the 65mb that is the package I have moved to, to see if I can get a faster service. I have also put my socket 5c front plate back on my incoming line as it has made no difference to anything at my end. Thanks hopefully it can be improved. 

[Debbie-TalkTalk]

Hi bertywoo

Have you connected up the router since your last post?

[bertywoo]

Hi Chris, got the new router you sent, not had much time to set it up yet but will be sorting out my setup with existing devices. Thanks for sending it so promptly it's really appreciated.  The old one crashed again twice giving dhcp failures and I no alternative but to reboot it to get it working again. 

Since plugging in the old one in the test socket I have not seen any increase in line speeds. 

[Michelle-TalkTalk]

Morning,

The 5C main socket should have a test socket below the faceplate. Have you tried gently removing the faceplate (there may be wires connected to the back) and connecting the microfilter, router and phone at the test socket please?

Thanks

Michelle

[ferguson]

OK, what you need to do is unclip that front faceplate by gently pressing on each side. Then you will see the test socket behind there, try connecting via a microfilter into that. 

[bertywoo]

Sorry Chris, I misinterpreted your last message about the router, however being a retired network and It manager I just have this gut feeling that my router is acting up and would appreciate a replacement to rule this out with my speed and dropout issues. Thanks 

[bertywoo]

Hi Ferguson, my master socket is openreach 5c mk4 and doesn't have a separate test socket only the one socket that the cover plugs into which has a adsl socket for the router and a phone socket. 

I have plugged both the phone and adsl into a micro filter talktalk supplied and plugged this into the main uper socket. Regards 

[Chris-TalkTalk]

Apologies for any confusion. I said that I have two sagemcoms over 3 years old, not that I'm going to send you one that's over 3 years old (we only generally replace routers when they are faulty or when a different model is required because of a package change. Replacing routers every couple of years is unnecessary, costly and bad for the environment).

Chris

[ferguson]

What does your master socket look like? Do you have any extension sockets?

https://community.talktalk.co.uk/t5/Articles/Your-guide-to-main-phone-sockets/ta-p/2205432

[bertywoo]

Hi Chris, if its all the same I prefer if you send me a brand new router as I am entitled to one having taken out a new upgraded 2 year contract. 

Electronics do deteriorate over time and 3 and half years on being on power constantly will be degraded and sending me one that's 3 or even 5 yrs old is counter tuitative. I have also seen other posts with similar issues so may also be your system at fault. If my router is replaced that will rule this out for a start. I have also done as Michelle requested and put my connection into a filter in the main socket, it doesn't have a separate test socket. 

[Chris-TalkTalk]

I'll send another router to test with but the age shouldn't be an issue, I have two sagemcoms, both are over 3 years old and working fine (the older one is over 5 years old)

Chris

[bertywoo]

Hi Chris, it's only noticeable if I am using the Internet around that time however I  have occasionally noticed any streaming on our smart TV hiccups with buffering and losing connection whereby I have to restart the router.  So I presume it  can be any time. I will record it for a week the times it goes down. Would it be possible to replace my sagem  fast router as its at least 3 years old. Thanks

[Chris-TalkTalk]

Hi bertywoo,

does the issue with the router only seem to happen at around midnight?

Chris

[bertywoo]

Hi Michelle, when I get back home I will see if there is a test socket and do as you ask anything to see if I have a problem. I have noticed that lately around midnight that my router has a dizzey fit and I lose connection to the Internet and I am having to either restart it or if I can't login to router, power it off. It is always showing a white light as if connection is normal.

Its looking like my router may be on the blink. Thanks for your help. 

[Michelle-TalkTalk]

Good afternoon,

I've run a test on the line now which hasn't detected a fault. Does your main socket have a test socket please? If it does then would it be possible to connect the mirofilter, router and phone at the test socket for 24-48hrs so we can see if DLM makes any changes to your sync speed please?

Thanks

Michelle