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Fibre running slower than it should be

NathanW18
Chat Champion
Message 22 of 22

Our sync speed has been around 30 down for six months. We have had some slower speeds recently, so decided to contact customer support. They told us that our speeds were slow, and told us a new router was required. This was shipped out and has been set up for a few days now. Since the new router has been on, our sync speed has dropped to 27 down. Our upload is also at 8 up. Prior to this year, our speeds were 40/10 for quite a while.

We talked to customer support again and they tell us that there is nothing wrong with the line. Our contract is up for renewal in about 2 weeks, and we don't want to renew until our speeds have improved.

 

I have come here to find a solution. Can an OCE look at the line and see why our sync speed has been low for a while, please?

 

Screenshot_1.jpg

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21 REPLIES 21

Debbie-TalkTalk
Support Team
Message 21 of 22

Hi Nathan

 

I'm sorry to hear this.

 

I've completed a line test which hasn't detected any faults and your line is in sync at 26.2mb.

 

Has the replacement router been connected at the test socket for at least 48hrs? (to allow DLM time to monitor the connection)

 

Thanks

 

Debbie

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