on 22-08-2021 06:13 PM
Over the last few weeks we have been getting significantly reduced speed (~28-33Mbps despite a “guaranteed” 45+, and only 2-3Mbps upload - it seems to be gradually slowing too) along with regular disconnections (the router stating it’s disconnected). The router itself is confirming these speeds on the admin interface, and it’s consistent across all our wired and wireless devices so definitely seems to be an issue either with the router or the actual connection
So far I have done the following troubleshooting:
- replaced the microfilter and the adsl cable to the router
- tried the BT test socket
- replaced the Cat6 cable to my desktop PC
- factory reset the router to original settings
- disconnected and switched off the router for 30+ minutes
- tried different public DNS servers
- tested speed on multiple devices
- disconnected all but one device to test the speed
None of these things have made any difference to either the speeds or the seemingly random disconnections
Hardware Version: FAST5364 3.00
Software Version: SG4K10002816t
This has been ongoing for at least a few weeks, but prior to this we had no issues and were generally getting between 55-60Mbps down/19Mbps up.
I believe it seems to be an issue either with the router or with the connection coming into the property and I’m hoping someone can arrange to either send a replacement router to try or to have an engineer check the line please? The router itself is reflecting the speed reduction so it’s definitely not our connected devices having issues.
on 26-08-2021 06:35 AM
Apologies for this.
The next step will be to arrange an Openreach engineer visit.
I'm just sending you a Private Message to confirm some details so we can arrange this visit.
on 25-08-2021 05:05 PM
We received and connected up the replacement router today (along with a new microfilter and cable) - thank you sending it out quickly. Unfortunately so far however it's disconnected again 4 times in 2 hours. I don't know if there's likely to be a bit of instability initially with a new router but it doesn't seem to have improved things so far - not sure how long to leave it?
I ran another line test with the new router connected via the service center and it seemed to stop prematurely (Step 1 of 2, then jumped straight to a "Need help with anything else?" page). I then received an email saying my connection was working as it should be, which is what was happening before intermittently.
(it's disconnected again while I was writing this post)
on 23-08-2021 09:25 AM
on 23-08-2021 09:08 AM
Many thanks for your reply. I don’t have a suitable spare router sadly so if it’s possible to get a second one to try sent out that would be fantastic thank you.
on 23-08-2021 08:49 AM
I'm sorry to hear this. The line test has detected a potential fault towards the property and the sync speed has dropped and the connection looks unstable. Just to confirm, have you ever tested with a different router? If not then we can send a replacement router for testing purposes to rule this out.
We would also send a router returns bag so that one of the routers can be returned.
on 22-08-2021 08:27 PM
We don’t have a landline phone but I might see if I can borrow one to test it.
Hopefully like you say one of the Talktalk team can get back to me tomorrow 🙂
22-08-2021 06:41 PM - edited 22-08-2021 06:43 PM
If the router is regularly losing connection with the internet (white light going off, then flashing amber, then amber/white before going back to solid white) then this will have a knock on effect on your speeds. The equipment in the street cabinet will reduce your speeds in an attempt to stabilise your connection. However once the cause of the disconnections was resolved the speeds should start to increase again within a few days.
It would be worth going to the Service Centre to run a connection test on your line, this will indicate if there is currently a fault affecting your service. You can also access this from the ‘My Account’ site.
Also, if you have a landline phone can you check to see if that is working normally (i.e. you have a clear dial tone and no noise on the line).
The TalkTalk staff on this community will be able to help, they will hopefully be able to respond to this post tomorrow.
If your router light is not following the pattern I describe above can you clarify if the light does do anything when you have these disconnections.