Fibre 35 upload speed very slow

[spenserbean1]

Hello, A week ago I realised that my upload speed was very slow and nowhere near the advertised 9Mbps currently it's 2.61Mbps. I used that chat service twice. The first time I was advised to switch off the router for 20mins that didn't work. The second time I was told that my devices were defective. I decided to check and tethered my PC to my mobile phone. I got  48Mbps upload speed same result with my laptop. No problem with download speed which is currently 21.6Mbps although less than advertised I can watch 4K videos. Any advice would be appreciated.

[Debbie-TalkTalk]

Hi @spenserbean1 

No problem 🙂

Please let us know how you get on.

Thanks

Debbie

[spenserbean1]

Hi Debbie

Thank you.

Regards 

[Debbie-TalkTalk]

Hi @spenserbean1 

The replacement router is on its way, this will rule out any faults with your current router.

Please allow 24-48hrs for this to arrive,

You can connect your router back to usual set up now, thanks again.

Debbie

[spenserbean1]

Hi Michelle, I forgot to ask, go you think this is a router issue?

[spenserbean1]

Hi Michelle, Yes please. Can I connect the router back to the socket now?

Thanks

[Debbie-TalkTalk]

Hi @spenserbean1 

Thanks for your reply.

The same fault has been detected on the line tests. Would you like me to send the router for testing?

[spenserbean1]

Hi Michelle, thank you for your help so far. I have just connected the router to the test socket and it's now working.

Regards

[Michelle-TalkTalk]

Ok. Would it be possible to connect the router back at the test socket for a short period so we can run the line test again? If it still shows the same fault then we can send a replacement router.

Thanks

Michelle

[spenserbean1]

Hi, the router is connected as normal to the socket. I can connect it to the test socket if you would like me to. Unfortunately I do not have an alternative router.

Thanks

[Michelle-TalkTalk]

Hi,

I've run the test again and it's now detecting a potential fault towards the property. Is the router still connected to the test socket at the moment? Do you have an alternative router that you can test with? If not then please let us know and we can send a replacement router for testing purposes.

Thanks

Michelle

[spenserbean1]

Hi, The router is switched on and working.

[Michelle-TalkTalk]

Hi,

Ok thanks for confirming. I've re-run the line test now which is showing that the line is not currently in sync. Is your router currently switched off?

Michelle

[spenserbean1]

Hi Michelle

Just had to run the test again as I did not initially check for upload speed. Upload speed remains the same at 2.9Mbps based on the router dashboard.

Thanks

[Michelle-TalkTalk]

Morning,

Thanks for the update. Did the upload speed also improve at the test socket?

Thanks

Michelle

[spenserbean1]

Hi Michelle

I assumed you would want me to test the socket so I did. Everything was working normally when I tested it a few minutes ago. I watched the video on how to use your test socket.

Thanks

[spenserbean1]

Good morning

I have an NTE 5C socket. From what I have read it does have a test socket. Would you like me to conduct a test?

Thanks

[Michelle-TalkTalk]

Morning,

Ok thanks. Which main socket do you have please?

Your guide to main phone sockets - TalkTalk Help & Support

Thanks

Michelle

[spenserbean1]

Hi Michelle

No problem and thanks for contacting me. No, my main socket does not have a test socket.  I did though log on to my router admin page as suggested by AllyM and below is the reading for "My Internet Connection".

Thanks

My Internet Connection

Status

Connected

Current speeds

Download

24.0 Mbps

Upload

2.9 Mbps

Current Connection time

Online for 06:23:42 day(s)

[Michelle-TalkTalk]

Good morning,

I'm sorry for the delay. I've run a test on the line now which hasn't detected a fault. Does your main socket have a test socket please?

Thanks

Michelle

[spenserbean1]

Hi AllyM

Thank you for your help with this issue. My devices are connected via ethernet cable and the speeds quoted are from the devices. In the past I have used my own router, so am familiar with the router admin page. It's been ages though but I'll check online for a reminder on how it's done and have a look to view the actual synch speed.

I look forward to staff being able to provide some assistance with respect to a line speed test and fault finding. Thanks again.