Fiber 150 Unusable Speeds in past 24 hours

[marc84]

Hi there,

I have a fiber 150 GFast connection and have been getting speeds close to that for the past couple of years. However for the past 24 hours the connection has been unusable with downloads speeds of only 1Mbps, uploads speeds of 2mbps and latency of 334ms (talk talks own speed check).

I contacted TalkTalk webchat yesterday who said that the issue was likely setup and that they would send out a chargeable "BrightSparks" engineer for next week!

However my setup has worked fine for some time with no recent changes.

To prove that the issue is not with my router, I have disconnected my router and plugged a CAT6 cable directly from my laptop into the OpenReach modem. The problem remains (speeds around 1Mbs) while connected directly to the OpenReach Modem. Therefore I can't see how it can be my "set up". Im not sure how much help a BrightSparks engineer is going to be. Surly this will need a OpenReach engineer to troubleshoot?

I also tried powering down the OpenReach modem over night last night, and this did not help.

[Michelle-TalkTalk]

Morning,

I'm sorry for the delay and thanks for confirming.

Thanks

[marc84]

Hi Karl,

Just to confirm, all is still ok.

I have contacted WebChat to cancel the BrightSparks visit.

[marc84]

Hi Karl,

The issue now seems to be resolved.

Are you able to cancel the BrightSparks engineer that is booked to visit on Tuesday or will I need to be back in contact with web chat to cancel that?

Many thanks for your help with this matter.

Marc

[Karl-TalkTalk]

Hi

OK, thanks for confirming. As we still have some reports coming in, we have taken this back to our Network teams to confirm the issue is not fully resolved and they will continue to investigate.

Karl.

[marc84]

Hi Karl,

I powered down my router and the OpenReach Modem for around 45 minutes and powered back on. There is very little improvement unfortunately. Download speeds of 2.3Mbs, Upload of 2.7Mbs and latency of 340.2ms (wired) on SamKnows.

[Karl-TalkTalk]

Hi Marc

Are speeds still showing low.  The outage may be ongoing as we still have a couple of reports of speed issues for your exchange.

Karl.

[Karl-TalkTalk]

Hi

I've been advised that the outage should now be cleared.

Can you power off the router and modem for 30 minutes to allow a new session to start, then try a speed test at Sam Knows Speedtest  wired and see what speeds are achieved.

Thanks  

Karl. 

[marc84]

Hi Karl,

The status page now shows green, but I still have the problem (both Wired and Wifi). Is the original Openreach side outage that you mentioned yesterday still ongoing?

Thanks

[Karl-TalkTalk]

Hi

If you go to our service status page and click the broadband option, any updates will be published there.

https://community.talktalk.co.uk/t5/Service-Status-Dashboard/bd-p/service

We also have some reports from other customers in your area, so our Network teams are working towards a resolution.

Karl.

[marc84]

Hi Karl, When i click the link and select "My Active Faults" I just get a message that says "There was a problem loading this page. Please try again or you can return to the dashboard"

[marc84]

Slow speeds are on both Wired and WiFi connections. I also tested yesterday directly plugged into the OpenReach modem and still got the very slow speeds.

[Karl-TalkTalk]

Hi

also, forgot to mention that any further updates we have can be found on our status page : Service Status 

Thanks  

Karl. 

[Karl-TalkTalk]

Hi

Quality of Service issues on an Openreach Backhaul circuit. This has been taken out of service and reported to the vendor for investigation.

When testing your speeds, are you seeing the slow speeds when connected wired or via WiFi ?

Thanks  

Karl. 

[marc84]

Hi,

Please could I get an update on the OpenReach outage please? The speed seemed to improve slightly early this morning, but now has dropped back down to 1 - 2 Mbps.

Many thanks.

[Karl-TalkTalk]

Hi

there is no way for you to track the outage, this will only show on the openreach system internally.  There is no given eta as yet, however as this will affect a number of circuits, openreach will work to resolve as quickly as they can.

Karl

[marc84]

Hi Karl,

Many thanks for your prompt reply.

Is there any link for me to track the OpenReach outage, or any ETA for them to look into it?

I am working from home which is very difficult at these speeds.

Thanks again

Marc

[Karl-TalkTalk]

Hi

the line is in sync at the correct rate however this has flagged an outage on the openreach side that will be affecting your services. Openreach are aware and are looking at this.

Karl