Poor Broadband speed

[kkcob200]

My internet speed has dropped from 74 to 55 but upload is normal at 18. Engineer came to fix my phone problem but the internet still lags. What else can I do to bring my speed back to how it was before these problems started.

thanks

[Debbie-TalkTalk]

Hi @kkcob200 

That's great news, thanks for letting us know 🙂

I have sent you a Private Message with a link to a short survey for the Community.

Thanks again.

Debbie

[kkcob200]

Hi Carl,

Thanks for sending the router. Received it yesterday. It has solved my problem. For the first time I just realised its got a white light which I never saw on my old router. All I would notice is the amber light when the router is rebooting but surely no white light after reboot. Its now connecting at 72 while the old router was connecting between 45 and 55. Now my new router does not reboot when I dial a number. Before I received the new router my old router was rebooting almost every 3-5 mins. This problem now appears resolved. Many thanks. 

[Karl-TalkTalk]

Hi

A router has been ordered for you.

Thanks  

Karl. 

[kkcob200]

Hi Michelle,

Yes please, if you could send one to try and see if this will eliminate the problem. I'm really frustrated.

Thanks.

[Michelle-TalkTalk]

Good morning,

Thanks for the update. Would you like us to send a replacement router for testing purposes to rule this out?

Michelle

[kkcob200]

The engineer came and checked my telephone connection . All went well but there was one problem which still persists. When I dial out, the router reboots and the speed has reduced greatly. Before the problems started,I was getting a download speed of 74 and upload of 18 but now I'm getting 50-55 and 14 upload. The engineer said the router might be faulty thats why it reboots whenever I make a call so I should tell you to look into that for me.  Many thanks.

[Karl-TalkTalk]

Hi

This has been assigned to an engineer today, and we can check for further updates with Openreach tomorrow.

Karl.

[Michelle-TalkTalk]

Hello again,

I've checked again and the fault is still under investigation with Openreach. Hopefully we'll have a further update in the morning.

Thanks

Michelle

[Michelle-TalkTalk]

Morning,

I've checked and there are no updates from Openreach as yet. We'll check again later this afternoon.

Thanks

Michelle

[Michelle-TalkTalk]

Hello again,

Thank you for confirming. The line test is still detecting a potential external line fault so I've passed this straight over to Openreach now to complete an external line investigation and I'll check first thing in the morning for an update for you.

Thanks

Michelle

[kkcob200]

Hi Michelle,

I have checked my phone line and the problem still exists. I still get the message that calls to this number are barred. When I dial a mobile number from the land line the router reboots while I get the calls are barred message. Voice service is clear of noise and the router is also connected to the main socket. I have tried two different phones thinking the first phone is faulty but I get the same outgoing calls are barred message. My internet connection speed has also dropped to about 50 while upload has dropped to 8. Its getting frustrating.

Thanks. 

[Michelle-TalkTalk]

Morning,

I'm sorry for the delay. I've run a test on the line now which has detected a potential fault and I can see that the sync speed is varying. Is the voice service currently clear of any noise at the moment? Is the router also connected to the main socket please?

Thanks

Michelle

[Gliwmaeden2]

Wait for the reply from staff, Monday onwards, @kkcob200.

[kkcob200]

I will agree that there's more work to be done. He is pushing the problem on Talktalk settings because he said which phones I can call is controlled by talktalk. I'm confused now. So what next??

[Gliwmaeden2]

Sounds like there's more work to be done there still too, @kkcob200.

[kkcob200]

Hi,

Sorry I did not elaborate on the engineer visit. He did come and after running some tests he changed the box because it was faulty. That fixed the problem of not able to dial other numbers. I can dial to landlines now and the router doesnt restart whenever i make calls but I still get the message 'outgoing calls to this number are barred' when I dial mobiles. He tried his mobile and mine as well as others and still got the same message. He said I should tell you the fault is from your settings and you should check and fix it because his side of the line is clear.

Thanks.

[Gliwmaeden2]

So you are now able to make outgoing calls, @kkcob200?

You didn't post about the final outcome on your previous thread, so I'll add the link for reference:

https://community.talktalk.co.uk/t5/Fibre/Broadband-speed/td-p/3052352

Staff will follow up after the weekend.