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Reprofile line - not getting speeds guaranteed

sunnypurba
Chat Champion
Message 1 of 116
Hi,

 

Can you please reprofile my line.

===============================

 

Your broadband connection could be improved

Our health check on your service shows that your speed to your router could be improved.

 

The health check we carried out on your broadband line shows that recently you have not been receiving the estimated download speed we guaranteed when you signed up to TalkTalk.

Estimated speed: 32 Mb - 40 Mb

Recent speed: 29 Mb

Please use our guide for tips on how to improve your broadband speed. If you can't resolve the issue please speak to our team.

 

====================================

 

 StatusConnection TimeLink StatusStandardLine EncodingLink Encapsulation
Line 1
UP
20h47m24s
UP
VDSL2 (G_993_2_ANNEX_ B)
DMT
ATM (G_992_3_ANNEX_ K_ATM)
  Actual Rate [Kbps]Maximum Rate [Kbps]Noise Margin [dB]Attenuation [dB]Power [dBm]
Line 1
DownstreamUpstream
299986707
357106707
6.506.10
25.200.00
10.804.10

 

115 REPLIES 115

Debbie-TalkTalk
Community Team - TT Staff
Message 21 of 116

Hi sunnypurba

 

Apologies for the delay.

 

How has the connection been since your last post?

 

Thanks

 

Debbie

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Message 22 of 116

It has been fine. However today it has dropped to 15mbps and it hasnt got any higher.

 

I am doing a restart ow

 

DSl

 StatusConnection TimeLink StatusStandardLine EncodingLink Encapsulation
Line 1
UP
2d 17h51m28s
UP
VDSL2 (G_993_2_ANNEX_ B)
DMT
ATM (G_992_3_ANNEX_ K_ATM)
  Actual Rate [Kbps]Maximum Rate [Kbps]Noise Margin [dB]Attenuation [dB]Power [dBm]
Line 1
DownstreamUpstream
153138808
173908808
13.806.10
25.200.00
9.304.40
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Message 23 of 116

After restart

 

xDSl
 StatusConnection TimeLink StatusStandardLine EncodingLink Encapsulation
Line 1
UP
00h01m44s
UP
VDSL2 (G_993_2_ANNEX_ B)
DMT
ATM (G_992_3_ANNEX_ K_ATM)
  Actual Rate [Kbps]Maximum Rate [Kbps]Noise Margin [dB]Attenuation [dB]Power [dBm]
Line 1
DownstreamUpstream
298086650
341506650
6.506.10
25.400.00
10.703.90
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Debbie-TalkTalk
Community Team - TT Staff
Message 24 of 116

Hi sunnypurba

 

Apologies for the delay.

 

I've checked the connection stats and your line is showing in sync at 29.8mb.

 

Before you reboot the router, if you connect wired what speed are you receiving?

 

Thanks

 

Debbie

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Message 25 of 116

same speeds when connected via ethernet / same speeds wifi

 

so when it drops to 16mbps or etc it doesnt budge, as if i am being throttled and the speeds wont go back up, but they certainly go down 😐

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Message 26 of 116

Your Line Speed

Your Estimated Speeds: 32 Mb - 40 Mb. Your Actual Speed: 28 Mb.

 

Question

Am I able to cancel my contact as Talk Talk are not providing me my estimated speeds? i have seen 32mb once for 4 days and then 29, 28, 16, 17, 12, 19, 29, 30, 31, 22mpbs.

 

It has never been stable on my estimated speeds per my contract

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Message 27 of 116

Hi sunnypurba,

 

I'm sorry to hear this. Could I just confirm, was the replacement router a different make and model than the original router? In regards to cancelling, I'd recommend speaking directly with our Loyalty Team as they will be able to advise further.

 

Thanks

 

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Message 28 of 116

20200106_143549.jpg

 this is the old one

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Message 29 of 116

This is the new one

 

20200106_143746.jpg

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Message 30 of 116

So it's the same device and version

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Debbie-TalkTalk
Community Team - TT Staff
Message 31 of 116

Hi sunnypurba

 

We can try sending a HG633 router to see how the connection compares. Would you like to try this?

 

Thanks

 

Debbie

Message 32 of 116

that would be great thanks

Message 33 of 116

Hi sunnypurba

 

The HG633 router is on its way, please let us know how the connection compares with this router.

 

Thanks

 

Debbie

Message 34 of 116

plugged in new router

 

 
 
 
Status
Connected
 
 

Current speeds

 
 

Download: 26.75 Mbps

Upload: 6.12 Mbps

 

 

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Message 35 of 116

Not sure why it is showing 26mb was d/c for more than 5m

 

😐

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Message 36 of 116
DSL synchronization status:Up
Connection status:Showtime
Upstream line rate (kbit/s):6268
Downstream line rate (kbit/s):27397
Maximum upstream rate (kbit/s):6427
Maximum downstream rate (kbit/s):47608
Upstream noise safety coefficient (dB):6.1
Downstream noise safety coefficient (dB):8.8
Line standard:Vdsl2_ANNEX_B
Upstream line attenuation (dB):9.3
Downstream line attenuation (dB):19.2
Upstream output power (dBm):4.7
Downstream output power (dBm):11.3
DSL up time:0 day 0 hour 7 minutes 30 seconds
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Message 37 of 116

I had this issue on my Buisness Broadband service.

 

The line speed did not even reach the minimum for the line, let alone the guarenteed speed.

TalkTalk arranged the router installation via Kelly Telecom initally so should have been OK.

Theyu eventully send Openreach to check the system as they were convinced it was my equipment that was faulty.

Openreach found an issue with the TalkTalk router as there was a 20mb signal drop across the router, TalkTalk provided a second router unfortunatly with the same problem.

I fitted a Netgear router and all the speed problems disapeared, I have gone from 8 - 11mbps to 50+

Reinstall the TalkTalk router back to 8 - 11

Openreach advised me that they see this alot.

Hope this helps

You Buy Cheap, You Get Cheap

Michelle-TalkTalk
Community Team - TT Staff
Message 38 of 116

Hi sunnypurba,

 

Thanks for the update. I've re-run the line test which has now detected a potential fault. Could you confirm if you are experiencing any issues with the voice service such as noise on the line or no dial tone and I'll pass this over for further investigation.

 

Thanks

 

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Message 39 of 116
On this page, you can view DSL information.
 
DSL synchronization status:Up
Connection status:Showtime
Upstream line rate (kbit/s):6601
Downstream line rate (kbit/s):31827
Maximum upstream rate (kbit/s):6516
Maximum downstream rate (kbit/s):46040
Upstream noise safety coefficient (dB):6.0
Downstream noise safety coefficient (dB):7.2
Line standard:Vdsl2_ANNEX_B
Upstream line attenuation (dB):9.5
Downstream line attenuation (dB):19.1
Upstream output power (dBm):4.9
Downstream output power (dBm):10.6
DSL up time:0 day 6 hours 0 minute 40 seconds
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Message 40 of 116
- Voice and dial tone on the phone line appear to be fine.
-My Gaming experience is now suffering. I was getting Ping of 30ms in a game now its on 47/56ms flat.

when you say potential fault. where is the fault? the line from the cabinet to the house?

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