Low speed internet connection

[ChristoffBas]

I have just checked and my internet connection speed is only 4.4Mbps Download and 2.0Mbps upload.

Can you please help.

Thanks

[Mandisa-TT]

The engineer investigation we’ve arranged will help identify and fix the underlying line issue causing these recurring drops. If the speed fluctuates again or you notice anything new before the engineer completes their work, please feel free to let us know. We’re here to help.

[ChristoffBas]

Thank you for clarifying.

[Mandisa-TT]

I understand, do not hesitate to get back to us for any issues in the future. Take care.

[ChristoffBas]

No thank you, it's just this recurring issue at the moment, with the connection speed dropping down, then going back up after you have connected to my router.

[mandisa1-TT]

Thank you so much for your patience, I have successfully escalated the fault to Openreach.
While I still have you online, I would like to confirm is there anything else that I can assist you with?

[mandisa1-TT]

I have not made any changes to your router. 
Line testing reveals an issue on your line that needs to be fixed by an Openreach Engineer. The engineer will investigate, typically this will be completed within the next 2-3 working days.

Openreach will contact you via a text message with details of the engineer working on your fault on the day the work begins. This includes when they are travelling and when they start working to resolve the fault.

This is a non-appointed visit, which means they'll only be working on the Openreach equipment between your home and the exchange. They will confirm once they have completed their work.

Assuming the problem is outside of your property, the engineer won't need access. However, if the engineer doing the investigation determines that access to your property is necessary, you will be informed via SMS or email and asked to schedule a time that works best for you. If this occurs, we advise getting in touch with us right away to book the engineer appointment.

[ChristoffBas]

Yes I understand thank you.

It just seems strange that I report this issue - then you connect to my router and run tests, then the low speed goes back up to normal (40Mbps)?

Do you change anything on the router or just simply reset it?

Thanks

[mandisa1-TT]

Thank you. We're booking an Openreach engineer to investigate any issues within the network that may be affecting your service

The engineer is unlikely to need access to your property, so you don't need to be home and if this is confirmed as a fault in the network by the engineer won't be charged.

If the engineer can't find an issue in the network, they may need access to your home to complete further checks, they will try to call and arrange this on the contact number you have provided.

If they can't reach you, don't worry, you will receive a text from us to arrange for an appointed engineer to visit your home.

Please note that terms and conditions for an appointed engineer differ so please pay attention to this if your engineer type changes.

Do you understand this information?

[ChristoffBas]

I noticed it first last week - Thursday 5 March.

[mandisa1-TT]

 confirming that for me. Please confirm when did you first notice the issue?

[ChristoffBas]

Just sent

[mandisa1-TT]

Please confirm the last 3 digits of your mobile number via private message or list it on your private notes.

[mandisa1-TT]

We've run a test on your line which has identified a line fault that requires a supplier escalation to resolve.

Typically these escalations involve an engineer conducting checks on the supplier network, though occasionally they may need to visit your premises. I’ll need to confirm some information with you before I go ahead and arrange the escalation.

[mandisa1-TT]

Thank you for confirming.

[ChristoffBas]

It happens everywhere - it is the internet connection speed directly from the router. The Wifi is ok.

For the last week or so now - the internet speed drops down to around only 4Mbps download (having connected to Admin on the router to check the speed).

You have then run tests, then the router speed goes back up to 40Mbps. Why does the speed drop in the first place, then go back up after you have connected to the router? 

Thanks

[mandisa1-TT]

Does the problem occur everywhere you try and use the WiFi, or just in certain parts of the house - for example upstairs, or outside the house?

[ChristoffBas]

No I don't, please proceed with your checks.

Thanks

[mandisa1-TT]

Perfect. Do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector.

[ChristoffBas]

Yes I am at home,

Thank you.

[Mandisa-TT]

We will be able to run check for you and check this further, please confirm if you are at home.