Fibre 65 unacceptably low speeds

[fire2burn]

I have fibre 65 via a dsl-3782 router provided by talktalk. Up until recently I was getting 50Mbps however now the link rate has dropped by more than half to 20000/19999 Kbps. This is a recurrent issue that seems to occur at 6 monthly intervals where the speed just plummets then it requires input from talktalk to sort and return the speed to normal. I have a previous thread on the same issue here: https://community.talktalk.co.uk/t5/Fibre/Download-speed-more-than-halved-on-fibre-65/td-p/3056092

I am currently awaiting for an upgrade to full fibre 500 however as yet I don't have a date as to when this is going to take place as openreach will need to dig up my front garden to install new ducting to facilitate this. In the mean time I'm stuck on a connection that can barely run youtube without constant buffering. Is there anything talktalk can do your end to return the speed back up 50Mbps as was done previously?

[Gliwmaeden2]

Yes, it looks like the fact that an Eero was due for helping with the upgrade next month has messed up dealing with the current situation. I'll alert staff.

[fire2burn]

I have received a router however it's the eero 6 pro for the upcoming fibre 500 installation, it does not appear to be compatible with VDSL fibre 65.

Contractors on behalf of Openreach have now come out and installed the ducting, however still waiting to see if they can bring forward the date for getting fibre 500 connection set up.

Edit: Also today the connection is dropping out every 4-5 minutes. For two weeks now I haven't been getting the correct speeds I am paying for and now it's just constantly disconnecting.

[Karl-TalkTalk]

Hi

i've submitted a manual request to our logistics teams to get a router out to you.

Thanks  

Karl. 

[fire2burn]

Yes this was specified in the opening post that I'm awaiting an upgrade to fibre 500, however we are awaiting openreach to carry out the works necessary to install new ducting in the street and under my garden, they have set a provisional date of 9th May for this. 

[Karl-TalkTalk]

Hi

Looks like the router order has been rejected again.  Have you recently applied for an upgrade to full fibre etc.

Karl.

[fire2burn]

Has the new router been sent out now? The internet speed has now declined even further to 19999/17999 Kbps. Getting only 18Mbps download when I'm paying for fibre 65 just isn't acceptable, it's not even half the speed I'm paying for. Surely the link rate can manually configured from TalkTalk's end and forced back up to at least 50Mbps where it was before? Last time this issue occurred after some back and forth in which Openreach said there wasn't much they could do eventually a solution was found TalkTalk's end and they text me to say a solution was applied which then rectified the problem for 6 months. Can't whatever technical solution was applied last time just be reapplied again? 

[Karl-TalkTalk]

hi

looks like the original order for a router was rejected.  I've requested this is dispatched asap.

Thanks  

Karl. 

[fire2burn]

Nope, no router has arrived yet. Is there any tracking information for the delivery?

[Debbie-TalkTalk]

Hi @fire2burn 

Have you received the replacement router?

[Chris-TalkTalk]

Hi fireburn,

I've ordered a replacement router, it should be with you within a couple of working days

Chris

[fire2burn]

Yes please if we could try a new router in the mean time. I've had an email from Openreach that the work to install full fibre won't be taking place until May 9th at the earliest so will have to make do with the existing problematic connection for now. 

[Debbie-TalkTalk]

Hi @fire2burn 

I'm sorry to hear this.

The line tests are clear but I can see that the speed has dropped.

Would you like me to send a new router?