Less than guaranteed speed and internet dropping out

[Garyliv]

The past few days I have been getting less than guaranteed speed (fibre 65, I'm guaranteed 39.5 but getting 34.5 when checked by logging into the router). Also internet the has been unstable, dropping several times a day when I'm trying to work from home. The virtual agent chat hasn’t really been helpful and while trying to get assistance I’ve had messages saying there may be a known problem. How do I confirm this has been recognised and will be resolved? 

[Philile-TT]

@ferguson @Gliwmaeden2 thank you for the support. @Garyliv thank you for updating us. 

[Garyliv]

Thanks ferguson, I forgot about trying this. The speed has now gone up to 59.4. I'll keep an eye on it to see if it's stable. Drop outs were really noticeable today when I was trying to work.

Thanks Gliwmaeden2. While using the virtual chat it ran a check, a fault was identified and it's given me a reference number. It was saying I should wait to be connected to someone for a long time, so I'm grateful you told me about the limited weekend support.

[ferguson]

Have you tried a reset on the connection i.e. switch the router off at the mains for a full 30 minutes and then switch it back on? This can sometimes be enough to clear the session and give it a fresh start. Worth a go. 

[Gliwmaeden2]

You are dependent on phone  / Chat agents over the weekend, @Garyliv.

Opening hours detailed here:

https://help-centre.talktalk.co.uk/Billing_and_Payments/Something_else/How_to_contact_TalkTalk_Broad...

Forum staff are not back before Monday morning. 

Did you try running checks in "my connection" from the Service Status Dashboard pages?

If a fault is detected, you'll be given a reference number and may make progress that way:

https://community.talktalk.co.uk/t5/Service-Status-Dashboard/bd-p/service