on 23-03-2021 09:09 PM
Moved into a new house around 4 weeks ago and have yet to achieve the guaranteed download speeds. All tests have been done using a desktop connected via ethernet with no other devices connected to the router.
I have tried resetting the router, turning it off for at least 30 minutes to reset fully, using the test socket on the master socket, replacing the old master socket with a new 5C Master Socket that has the MK4 faceplate and using the test socket on the new master socket - overall the download speed has increased from 26 to 31Mbps, which frankly isn't good enough.
I now believe the problem is external and requires an engineer visit but happy to hear any other suggestions I could try.
Current downstream and upstream:
Current router is the TalkTalk Wi-Fi Hub, firmware version SG4K10002816t. This is the same router used at our previous address where I consistently received 65+Mbps.
on 10-05-2021 10:52 AM
on 10-05-2021 10:36 AM
on 10-05-2021 10:19 AM
I'm really sorry about this.
The engineer has left the below notes. Did the engineer not attend at the property?
Engineer has proved a working connectivity to end customer
09-05-2021 10:03 PM - edited 09-05-2021 10:03 PM
So the engineer visited on Tuesday (I think), I received a text but never saw the person - wasn't sure if they would check the house?
I've remained connected to the test socket since but haven't seen any significant improvements at all (still below the guaranteed speed). Did the engineer say anything about the connection?
on 30-04-2021 11:32 AM
on 30-04-2021 11:11 AM
Thanks for your reply.
I have arranged the engineer visit for 04/05 PM (1pm - 6pm)
This was the first available appointment. Please let us know how you get on following this visit.
on 30-04-2021 10:13 AM
I can confirm I'm happy with any potential engineer charges.
If it's a weekday then AM or PM is fine any day, if it's a weekend then AM only.
on 29-04-2021 06:18 AM
on 28-04-2021 09:57 AM
on 27-04-2021 09:46 AM
The line is now in sync at 36.7mb. I will check the connection stats again tomorrow and if the sync speed hasn't increased any further then we can arrange an engineer visit.
on 26-04-2021 09:36 AM
on 22-04-2021 06:48 AM
The router is on its way just so we can rule this out. Please can you leave the new router connected for at least 48hrs without rebooting to allow DLM time to monitor the connection and adjust the profile/speed.
In regards to engineer charges, if the sync speed is still below the minimum range and the fault is found to be with Openreach equipment then no charges should be applied.
on 21-04-2021 09:23 PM
on 15-04-2021 01:32 PM
on 15-04-2021 12:53 PM
on 15-04-2021 10:21 AM
Thanks for confirming your details.
I've checked and the predicted speed range for your line is showing between 66.9 and 45.1mb, with a minimum guaranteed speed of 38.2mb.
Your line is currently in sync at 17.4mb If you have tested with a different router at the test socket for 48hrs then the next step will be to arrange an Openreach engineer visit.
on 12-04-2021 06:23 AM