Fibre 65 speed drop

[phone23]

Hi

i have had issues this weekend with my internet speed dropping.  Speed has been about 46 to 48 mbps for last couple of years. 

This morning i couldn't even load a webpage.  I turned off router and back on again and did a speed test.  Speed was 26 mbps. 

I did a line test and it said there was an issue - I then received an email saying We've completed a test on your line. If you're still experiencing issues our agents will need to investigate this further, simply visit talktalk.co.uk/tech to chat to one of the team. 

I went on the live chat and an agent said turn off router for 20 minutes and they will send an update then if not resolved come back in 2 hours.  

I did that and 2 hours later i went back on chat.  while agent was reading notes I got kicked off chat.  it took 1 hour for the chat page to load. spoke to another agent who said the firmware and channels had been modified and to do the same thing - turn off for 20 minutes and would send an update.

Turned off router for another 20 minutes and went back on chat.  Again while another agent reading notes I got kicked off and as of now the chat page is still trying to load after 1 hour.  When I switched the router back on I did another speed test and it did go up to  40 mbps.  10 minutes later another speed test it had dropped to 33 Mbps 

I'm not sure what the issue is, whether it is the line or because the channels have been modified?  I don't know what that means.  I know my contract says The guaranteed download speed to your home TalkTalk router is 34 Mbps but this has gone below that and as I said we have had 46 Mbps for several years so would really like to get the speed back to that.

Can you advise? 

[Debbie-TalkTalk]

Hi phone23

That's great, thanks for letting us know.

Debbie

[phone23]

Hi Debbie

the connection has been stable.  Speed tests have been showing me speeds of 42mbps. 

I have arranged a Royal mail collection for today to return the old router.

Many thanks for all your help

[Debbie-TalkTalk]

Hi phone23

I've checked the connection stats this morning and the line is in sync at 44.6mb.

Has the connection remained stable?

[Michelle-TalkTalk]

Morning,

Thanks for letting us know. It can take a few days for DLM to make changes to the speed if the connection remains stable. We'll re-check the connection stats again first thing on Friday morning and will post another update.

Thanks

Michelle

[phone23]

Hi 

I received the new router today.  I did a speed test on old router before i changed it and the speed was 39 mbps. 

New router speed is 42 mbps.

Does this need time to go back up to our normal 46 mbps? 

Shall i give it a day or two before sending old router back just in case?

[Debbie-TalkTalk]

Hi phone23

Thank you 🙂

Debbie

[phone23]

Hi Debbie

great thank you.  I will let you know once arrived

[Debbie-TalkTalk]

Hi phone23

I've ordered a replacement router, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

[phone23]

Hi Michelle

oh that's good.  No i don't have another router sorry

[Michelle-TalkTalk]

Hello,

No problem. The line test is now clear. Do you have an alternative router that you can test with please? If not then we can send a replacement router for testing purposes and a router returns bag so that one of the routers can be returned. The equipment can now be re-connected to the line again.

Thanks

Michelle

[phone23]

Hi Michelle

yes i will do that now.  Please give me a few minutes to remove

[Michelle-TalkTalk]

Hi,

Thank you. I've re-run the line test now and it's still detecting the loop fault. Would it be possible to remove the microfilter, router and phone from the line for 15 minutes so we can run another test with all equipment removed from the line please?

Thanks

Michelle

[phone23]

Hi Michelle

i have plugged the router and phone line into the test socket

thanks

[Michelle-TalkTalk]

Morning,

Thanks for confirming. Would it be possible to connect the microfilter, router and phone directly at the test socket so we can re-run the line test in this set up please?

Thanks

Michelle

[phone23]

Hi Michelle

thanks for checking. 

We have a dial tone on the landline.  i have received 2 calls this morning which were fine.  Sometimes people ringing me have said i sound crackly but then i ring them back and it is ok.  But that has only happened a few times

yes we have a test socket

[Michelle-TalkTalk]

Morning,

Sorry to hear this. I've run a test on your line now which has detected a possible loop fault which can sometimes be caused by internal wiring or equipment connected to the line. Does your main socket have a test socket please? Are you experiencing any issues with your voice service such as noise on the line or no dial tone?

Thanks

Michelle

[phone23]

Hi Gliwmaeden2

thanks for responding.  I will leave it for now until tomorrow.

Many thanks

[Gliwmaeden2]

The trouble with repeatedly switching off the router is that DLM reads the cumulative effect as a fault anyway, @phone23. It's not going to distinguish between this and actual disconnections. 

They would have been better asking you to leave it off just once for at least 30 minutes.

Leave it all alone for now, and staff will pick up your thread tomorrow, during the day. 

Be prepared to check the quality of the line for phone calls (crackling) and you will probably have to plug the router in at the test socket, so need to be around.