on 15-09-2019 10:06 PM
i noticed on the Saturday night, 14 September, that my Netflix was buffering. I completed a speed test from the talktalk website and download speed was 5Mbps and upload was 8Mbps. I was expect around 36Mbps the upstream was the same.
Sunday morning, 15 September, I ran the speed test and everything seemed back to normal. I was getting 36Mbps downstream.
Sunday evening came and and back to 5Mbps. Spent hour on webchat and got nowhere, spent an hour on the phone and now a new router being sent out.
Should I expect this to fix it? I did change the router to a TP-Link router for a few minutes this evening, and downstream was still 5Mbps. I have put the talktalk router back in the test socket.
Any advice greatful
on 18-09-2019 07:46 PM
no router delivered today even though it was ordered on Sunday.
Do do you have a date and time for openreach?
here are tonight’s results.
I must agree with @wackybruce this does feel like something that is being controlled within the “network” and not a fault at the customer premise.
Any feedback welcome, especially if you feel that the openreach appointment will not resolve this issue.
Also, can you give me the process of making a complaint so I can look at leaving contract without penalty as TalkTalk are not able to meet the guaranteed download of 30Mb
thank you for you help
on 18-09-2019 04:30 PM
The problem is still ongoing for me even after an Openreach visit and new router installed.
Download speed plummets every day around 7pm so the Openreach engineer wasn't able to replicate the fault but did some brief testing and concluded that the error is at "talktalks end"
Think if we got less than 1mbps download speed the network team would still come back with no faults detected result. Can't get a clear answer as to where the problem is exactly and also I wonder if many of your customers don't realise they have an issue but nothing get's done about it till they do and call in about it. Just not happy about customers being made to run in circles for a known issue by your tech team anyway which is what this whole thing feels like to be honest.
on 18-09-2019 12:32 PM
on 18-09-2019 12:22 PM
Sure, thank you
Will you confirm the day and time so I can make sure I am present. As late as possible so I can be sure the issue is there when they attend.
on 18-09-2019 10:29 AM
Our Network Team have advised that they have been unable to detect any faults but can see from your speed tests that the speed is dropping.
They have suggested arranging an Openreach engineer visit for a PM slot (1pm - 6pm) and requesting that the engineer attends as late as possible to try and replicate this fault. Would you like me to arrange this visit?
on 18-09-2019 10:03 AM
on 18-09-2019 08:55 AM
on 18-09-2019 08:33 AM
Router has not arrived for me yet. Disappointing.
Again this morning the bandwidth was ok
I see @wackybruce is having same issues and has had new router with no affect to his experience. Also, i have reached out to other TalkTalk customers in the village and are having the same issue as me. In the evening the bandwidth is reduced.
I really think this is not a problem with the customer endpoints, to be affecting other customers in the same village means there is a network issue somewhere else.
What are the next steps please?
on 18-09-2019 07:33 AM
on 17-09-2019 09:28 PM
Just an update got the new router and everything was good till about 7pm then the speed plummeted again measures 6mbps download and 18mb upload on every test since. Called in and they updated the router firmware to no avail but now have to wait 48 hours for them to monitor it and escalate to the manchester team after that. 😓
on 17-09-2019 08:52 AM
If you have already been sent a replacement router for testing then it would be worth testing with this first.
Please let us know if the speed drops with the replacement router.
on 17-09-2019 08:47 AM
Yep in the test socket. They have said that i will be getting a new router as i have one that is out of date, i am confused by this approach as I have the new router advertised on the talktalk website.
on 17-09-2019 08:40 AM
Thanks for your reply. DLM would only affect the sync speed not the throughput speed.
Is the router at the test socket? I can then pass this over to our Network Team for investigation.
on 17-09-2019 08:29 AM
Thank you for continuing to work on this with me.
Yes, i did this last night with two devices.
There is a pattern that this has happened for the last three evenings in a row. Each morning the speed is back to normal. It is clearly something that is outside the property causing this behavior.
I look forward to your response
on 17-09-2019 08:04 AM
on 17-09-2019 06:27 AM
Are you able to offer some help. I have noticed for three nights, saturday,sunday and monday the bandwidth being restricted and then ok again during the day.