Fibre/WIFI Issues

[freweyni]

Hi,

I’ve been having issues with my fibre speed. My Broadband speed has decreased from a consistent 37mbps (max that my package provides) to 29mbps. This currently below my minimum speed guarantee of 31.9mbps. Although 29mbps should be plenty enough to watch videos online, I’ve been experiencing video stutter consistently via WIFI. I’m also experiencing unbearable lag while gaming via WIFI. 

Having accessed your support page, the speed test confirmed the slower speed to my router (see Picture) and when attempting to run a connection test, a fault was picked up, but a line test weirdly found no issues at all. The reference number to this fault is REP-12959300.

For the past fortnight, I’ve tried numerous troubleshooting options such as turning off the router for 30 mins, resetting the router and even connecting my router directly to the test socket, but none seems have solved the issue.

I’ve also accessed my router panel and I’ve noticed changes on my xDSL stats. These include my maximum downstream reducing from about 47500kbps to 28563kbps as well as having zero noise margin on my downstream. Also weirdly, my actual downstream rate seems to be higher than my maximum rate. Is this even possible? I’ve attached a picture of this for you to see.

I would appreciate it if this can be looked into and resolved as soon possible. Thanks.

[freweyni]

Hi,

Can you book for Tuesday 1-6pm please.

[Chris-TalkTalk]

Hi feweyni

Apologies, it's too late now to book an appointment for today, are you available Monday and Tuesday next week?

Chris

[freweyni]

Hi Karl,

Tomorrow between 1-6pm would be good.

[Karl-TalkTalk]

Hi

The sync speed has not improved, but the profile is correctly set at 40mb, so speeds are still lower than they should be.  This will need a repeat engineer, can we book the next available.

Karl.

[freweyni]

Hi,

The engineer came on Friday Afternoon and carried out works. Once he was done, he told me everything was reset and to give it a couple of days for my speed to return back to normal. He also told me to contact my ISP again if it fails to do so. Unfortunately, not only has the issue not been resolved, but i'm now getting even slower speed at 22mbps. It's Declining by the week.

Speed to Router 28/06/23Connection Test Pop-up 28/06/23

[Karl-TalkTalk]

Hi

This is the only option to investigate why speeds are low.

I'll also drop you a PM.

Karl.

[freweyni]

Hi karl,

If it's necessary then sure

[Karl-TalkTalk]

Hi

Speeds are lower that expected but line tests are clear.  The next option is to proceed to an engineer, do you want to arrange this now?

Thanks  

Karl. 

[freweyni]

Hi Debbie,

I've confirmed the details for you.

[Debbie-TalkTalk]

Hi freweyni

I'm just sending you a Private Message to confirm some details so we can check the sync speed and predicted speed for your line.

Thanks

[freweyni]

Hi,

My replacement router has now been online for a week, but my speed has worsened than when I initially made this post two weeks ago. Your speed test via the support page and DSL stats shows the speed to my router is only about 26-27 mbps. Also when attempting to run a connection test, I always get a pop-up of a potential issue with my line. Can this be looked at as soon as possible please.Run A Connection Test Pop-Up

Speed Test

Uptime/DSL Stats

[Chris-TalkTalk]

Hi freweyni,

Yes it's probable that the router firmware has been updated as we are currently rolling out new firmware and you now have the new version

Chris

[freweyni]

Hi Karl,

I've just accessed my router panel to see if my normal Fibre speed has been restored, but when checking the system uptime, it says i've only been online for 1d 12h44m even-though I'd replaced the router on Monday. I've also noticed a new feature in the panel, Guest WIFI. Has my router been disconnected for an update as this may explain the short uptime. I've attached the router details below.Router Info

[Karl-TalkTalk]

Hi

we usually ask that the router is left connected for 48 hrs to see if the line will stabilise and DLM will change the profile.

Karl.

[freweyni]

Hi Michelle,

The router arrived yesterday and has now been online for over a day. The speed has worsened, but is probably due to the internet being disconnected due to troubleshooting attempts along with replacing the router yesterday. How long will it take for the internet to stabilise? I've attached DSL details below.DSL STATS

[Michelle-TalkTalk]

Hi,

Great, thank you 🙂

[freweyni]

Okay will do. I'll update you by tomorrow.

[Michelle-TalkTalk]

Hello,

Thanks for confirming 🙂 If possible please can you connect the router at the test socket to begin with please.

Thanks

[freweyni]

Hi Michelle,

The router has yet to arrive. I've just tracked the parcel and should be delivered today in the afternoon. Once arrived, would you like me to plug the replacement router into the test socket or reattach the lower faceplate and connect through there.

[Michelle-TalkTalk]

Morning,

How are you getting on?

Thanks