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

[ChristoffBas]

Hi,

I have just logged in to my router again to see the connection speed is very low again: 4.9Mbps download, 2.1 Mbps upload.

Why is this happening regularly now?

Can you please look into it. Can you change the settings on the router, as when you have checked this out for me in the last week - you connect to it, then the speed goes back up again.

Thank you.

[Mandisa-TT]

Perfect! Do not hesitate to reach out in the future for any assistance. Take care.

[ChristoffBas]

I will do, thank you

[Thabile-TT]

I am very sorry to hear that you are having issues with your services. Please do let us know once the issue starts happening again so we can run health checks.

[ChristoffBas]

It is only with the broadband. The wifi is fine.

I can connect to the router admin fine, which showed me it was only just over 4Mbps download speed.

I just logged into the route again and it has gone back to 40 Mbps.

Do you know why this is happening?

Thanks

[Thabile-TT]

I need to establish if the problem is a general WiFi or Broadband issue, or if it's potentially a coverage issue. If the problem only occurs in places that may be further from the router, or are blocked by walls, doors or windows, then it's likely the issue is related to the WiFi signal not being strong enough where you experience the problem.

Issue occurs everywhere

Issue only occurs in one or some locations

Issue is not with WiF

iIssue is with a single device

[ChristoffBas]

Thank you

[Thabile-TT]

@ChristoffBas  I apologize for the recurrence of the issue. I will be able to assist by running diagnostics checks so we can get to the bottom of this issue.

[ChristoffBas]

The speed has dropped down again to only 4.3 Mbps download.

Can you please help again.

Thanks

[ChristoffBas]

Thanks very much for your help.

Bye

[Thabile-TT]

I am pleased to hear this, however, should you require any further assistance please do not hesitate to contact us. Thank you for contacting Talk Talk , have yourself a lovely day. 

Goodbye.

[ChristoffBas]

No I don't.

I have just checked the speed again, now it's back up to 40Mbss download and 10Mbps Upload - so back to normal.

Thanks

[Thabile-TT]

Thank you very much for letting me know.  Just to confirm 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]

Thank you.

I am at home and I can confirm that no one needs to use the line/ internet for emergency purposes.

[Thabile-TT]

Hi there @ChristoffBas I'm sorry that you are having issues with the internet. I need to look at your account so we can help you resolve the issue. 

[ChristoffBas]

Forgot to mention, I have just rebooted my router (leaving off for 10 mins), but it still has the same very low speed.