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Less than half of speed and dropping constantly

Humerus
First Timer
Message 3 of 3

As the title says, I have less than half of the guaranteed speed that I'm paying for and it drops constantly. The checks report that the speed 'could be improved'.

The Chat service has been down for a long time and now I have to post in a public forum to get any help, which I find a huge breech of the principles of customer service.

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2 REPLIES 2

Michelle-TalkTalk
Support Team
Message 1 of 3

Hi Humerus,

 

I'm sorry to hear this. I've run a test on the line now which has detected a possible issue. Just to confirm, does your master socket have a test socket? If it does then would it be possible to connect the microfilter and router at the test socket so we can re-run the line test again please?

 

Thanks

 

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Skynet_TX
Community Star
Message 2 of 3

Hi @Humerus,

 

If your routers connection to the internet is dropping a lot then this will have a knock on effect on your speeds, as the equipment in the street cabinet will keep reducing your speeds to try to stabilise your connection.

 

It would be worth going to the Service Centre to do a test on your phone line, this will indicate if there is currently a fault on your line. You can also access this from the ‘My Account’ site.

 

Also, if you have a landline phone can you check to see if that is working normally (i.e. you have a clear dial tone and no noise on the line).

 

If your master phone socket has a test socket then you could also try the router in there, that would then eliminate any of the phone wiring in your home as being a possible cause of the problem.

 

For one of the TalkTalk staff on this community to be able to look into this you will need to update your community profile to include your name, landline telephone number that your TalkTalk service is provided on & an alternative contact number. This will allow them to identify you, and they will then be able to help.

 

Don't post any personal details in this thread, just add them to your community profile.

 

The staff here won't be around now until Monday, but they should be able to respond to this post early next week to help. You may get faster support from the live chat or by phoning up during opening hours (Live Chat was available at that link at the time I posted this response).