Fiber 65 - from 80mbps to 1-2mbps

[Cloudy37]

The speed quality is degrading rapidly with each day. It has been at this slow speed for about a week now. I feel there is nothing else to do than swap providers at this point...

[Cloudy37]

I messaged you.

[amahle-TT]

Your mobile number in private, we will confirm in a minute which engineer is needed. 

[Cloudy37]

Okay dokey what do I need to confirm?

Is there any more details other than 'line fault'? I will not be home as often this month/dec so it may be difficult to get a good appointment time if they for some reason needed to be inside.

[amahle-TT]

Do you have a mobile number you can provide us so we can contact you if needed?

Please do confirm it in private not here in public, thanks.

[amahle-TT]

We've run a test on your line which has identified a line fault that requires a supplier escalation to resolve.

Typically these escalations involve an engineer conducting checks on the supplier network, though occasionally they may need to visit your premises. I’ll need to confirm some information with you before I go ahead and arrange the escalation.

[Cloudy37]

Everywhere, wifi and wired. 

[amahle-TT]

Thank you, please confirm if the problem occurs everywhere, you try and use the WiFi, or just in certain parts of the house - for example upstairs, or outside the house?

[Cloudy37]

No I have nothing dependent on the connection.

[amahle-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.

[amahle-TT]

Thank you for confirming, we will look into this for you.

[Cloudy37]

Yes from home.

Is my line is stuck in a low banded DLM profile?

The router is syncing at 5 Mbps with an SNR margin of 13 dB. 

[mandisa1-TT]

Thank you so much for the support @KeithFrench and @Gliwmaeden2 

Hi there @Cloudy37 We sincerely apologize for the inconvenience caused to you, I would love to further look into this for you, just to confirm are you messaging us from home?

[KeithFrench]

It does sound like the Huawei router is actually faulty @Cloudy37. Whether or not the speed coming in from your FTTC line is responsible for the 29M download speed, an Ethernet connection should be much closer to that 29M, at least than 2M.

I have asked one of TalkTalk's support team to pick up your thread and investigate it for you.

They aim to respond within 48 hours (Monday - Friday), excluding Bank Holidays, but if more urgent, you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number (TalkTalk Phone or Account number box )and, if possible, an alternative contact number. This can be done by clicking on your Avatar picture and then clicking on "My Settings" followed by:-


Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

[Gliwmaeden2]

@Cloudy37, that's a Huawei router, which no longer receives firmware updates and Talktalk no longer issues this model. 

Did you receive any notification about this earlier in the year?

https://help-centre.talktalk.co.uk/Broadband/Security/Telecoms_Security_Act_Unsupported_devices

If it's not working properly any more, it will have to be replaced by a Sagemcom but you will need to wait for staff to return on here on Monday  - they will want to run tests first to prove the router is the issue as these don't get swapped out so easily these days.

Or contact Chat over the weekend or phone 03451 720088 (after 9am Saturday, not available Sunday) to try to get ahead with this over the weekend. 

The testing process usually involves plugging the router directly in at the test socket. Check which model of test socket you have as this will save time later on:

https://help-centre.talktalk.co.uk/Broadband/Manage_my_network_and_devices/Your_guide_to_main_phone_...

[Cloudy37]

Hi,

1) The router device version is DG8041W-2. T5

2) I am on the part fiber 65 (not full fiber)

3) Speed measured on router is approx 29mbps (has been tumbling down over the days from 80mbps, so not an instant change) and to any device is 2mbps, checked wired ethernet and wifi.

The router is plugged into the master BT socket.

[KeithFrench]

Hi @Cloudy37 

Please can you elaborate by answering these few questions:-

1. What make/model of router do you have (if this is a TalkTalk router, these details will be on a label on the rear or underside of it)?
2. What package are you on?
3. Is this the speed measured in the router that is slow, or is it a speed test from a device? If the latter, is this a wireless device & if so, is it using the 2.4GHz or the 5GHz WiFi band?
4. If you have any wired connections, are they affected in the same way as wireless ones?

[SirBarrons]

Evening!

have you tried resetting your router to factory settings to see if that would help?

https://community.talktalk.co.uk/t5/Articles/Restore-your-router-to-factory-settings/ta-p/2205355

and I’m hazarding a guess your router is plugged into the main master bt phone socket at your home?