My new router

[Sallyuk65]

I got my new sagemcom router yesterday and it is not as fast as my old Huawei hg633 router I have a guaranteed speed of 37mbps but only get 33mbps on my new router 

[Debbie-TalkTalk]

Hi Sally

The line tests are clear - no faults detected.

[Sallyuk65]

Can you check whether my line as a fault as I can not do that I still can not get into my account it may be I need technical support to help with the speed as it's the router only giving a 35mbos

[Debbie-TalkTalk]

Hi Sally

Would you like me to arrange the engineer visit so they can investigate the drop in speed?

[Sallyuk65]

I have tested both routers with different wires and it all says same 31mbps I have even been up to the wireless router hub and says it's only got a max of 35mbps download speed which Is probably why I am.not getting my speed of 37 it used to be 42mbps

[Debbie-TalkTalk]

Hi Sally

Ok thank you.

Debbie

[Sallyuk65]

I will test with old router  first as it only started when I put in the new one  last Tuesday check wires and stuff my account when I can get into it I have to go out soon so will try doing it when I can me home will let you know if I need you to get an engineer if I have no joy with testing 

[Debbie-TalkTalk]

Hi Sally

If the fault is found to be with Openreach maintained equipment then no charges would be applied.

By testing with a different router, cable and filter at the test socket then this will rule out any potential issues with your own equipment or internal wiring.

In regards to My Account, if you create a new topic in the Billing/account section of the Community then my colleague can take a look at this for you.

Thanks

[Sallyuk65]

Is there fault on my line or will I be charged for the engineer I can not get into my account either says suspicious activity and as blocked me

[Debbie-TalkTalk]

Hi Sally

The speed still hasn't increased and is below the minimum range for the line.

Would you like me to arrange an engineer visit to investigate further?

[Sallyuk65]

Hi Debbie I have checked my speed and I am still only getting a 31 Mbps instead of my guaranteed speed of 37 mbps  says router only getting 32 Mbps my router as drop from what it was last Tuesday I was getting a 42mbps then my router stats have lowered 

[Debbie-TalkTalk]

Hi Sally

Thank you 🙂

[Sallyuk65]

Ok Debbie will do thank you 

[Debbie-TalkTalk]

Hi Sally

Thanks for your reply.

Now the connection is stable again then DLM should start to increase the speed.

Please can you leave the router powered up (without rebooting) and I will check the speed again tomorrow.

Thanks again.

Debbie

[Sallyuk65]

Hi Debbie I think they reduce my speed to stabilize the line I am only getting 31 to my wired  my guaranteed speed should be 37  if the line is stable are they going to increase my speed again thanks 

[Debbie-TalkTalk]

Good Morning Sally

I've checked the connection stats and the connection appears to have stabilised since 01/04 and the line is in sync at 33.5mb.

How's the connection been for you?

[Debbie-TalkTalk]

Hi Sally

No problem 🙂

Debbie

[Sallyuk65]

Ok thank you Debbie 

[Debbie-TalkTalk]

HI Sally

Thank you. I will check in with you on Monday morning, I will also check the connection stats/speed too.

Debbie

[Sallyuk65]

Connection as drop to 28 and back to 31 I can monitor not over weekend and see if it improves 

[Debbie-TalkTalk]

Hi Sally

If the connection drops in wet or windy weather then there may be an exposed cable/joint and Openreach would need to repair this.

Would you prefer to monitor the connection/speed over the weekend first before proceeding to an engineer visit?