Router connected but speeds from 0-12mbps

[Justaskin2]

Here's my issue. After a stormy night my broadband connection is terrible. Although the hub light remains white at all times, the speed varies between zero and around 12mbps. It hits zero around every 5-10 minutes or so. At that time any connected device reports no internet signal. If im streaming ITVX or iPlayer they just go into a permanent buffer or black screen. When the speed increases they start up again. Also my phone line is super crackly.

My normal speed is 20mbps and is rock solid.

I am using a Deco mesh system and the TT routers wifi is disabled. (I have tried disconnecting the mesh and using the router wifi but no change.) The complete system has been working flawlessly since I joined in November.

Run the line test which showed no fault. Went on chat. He ignored my repeated cry that it was not a wifi problem, but a line problem and they run through all the items on the list in front of them concluding with the agent resetting my router which he claimed had solved the problem and closed the case.

I have tried running another line test and get told I cant as there is an open case yet my dashboard shows case closed.

Who can I contact to speak to as I cant get to report the fault again.

Talk about frustrating.

[Chris-TalkTalk]

That's great, thanks for letting me know 🙂

Chris

[Justaskin2]

Hi Chris,

Everything going well thank you. Speed at router now up to 19.2 mbps so nearly back how it was.

[Chris-TalkTalk]

Hi justaskin2,

How are you getting on, everything OK?

Chris

[Michelle-TalkTalk]

Great, I'm glad to hear that 🙂 We'll see how the connection stats are looking on Friday for you.

Thanks

Michelle 🙂

[Justaskin2]

Fingers crossed all ok !

[Michelle-TalkTalk]

Hello again,

Ok thanks for confirming. It can sometimes take a few days for DLM to make changes. I'll continue to monitor this for you and hopefully you'll see an increase soon. How is the overall performance of your connection at the moment since the engineer resolved the external line fault?

Michelle

[Justaskin2]

Hi Michelle,

Currently connected at 18 mbps which is around 2 to 3 less than usual however it seems stable now.

[Michelle-TalkTalk]

Good morning,

I've re-run the line test which is now clear. There has been no increase in speed as yet. What speeds were you seeing previously before the speeds dropped?

Thanks

Michelle

[Michelle-TalkTalk]

Hello again,

Thanks for letting me know. If the connection now remains stable then DLM should hopefully start to increase the speeds over the next 24-48hrs. I'll re-check your connection stats in the morning to see how they are looking.

Michelle

[Justaskin2]

Hi Michelle, engineer has phoned me reporting that it's fixed. He did say don't be alarmed if speed has not improved and to wait 7 days to see if it gets back to normal.

Upon checking the router the connected speed is 8.8 mbps so no better yet. As long as it doesn't keep cutting out.

One thing I have noticed is that the router current connection time keeps resetting to zero. I have not reset the router for two days now so thought it would say 2 days?

Maybe this is connected to the first agent I chat with who told me not to turn the router off regularly when I don't. ?

[Michelle-TalkTalk]

Hello,

You're very welcome. Hopefully it won't take too long for the engineer to resolve. I'll speak to you again later on this afternoon.

Thanks

Michelle

[Justaskin2]

That’s brilliant thank you. 
just checked router and currently connected at 8mbps so fingers crossed it’s fixable today. 

[Michelle-TalkTalk]

Morning,

An engineer has been issued this morning to check the fault externally so we should hopefully know more by this afternoon.

Thanks

Michelle

[Michelle-TalkTalk]

Hello,

No problem. No additional updates as yet but I'll re-check again first thing in the morning.

Thanks

Michelle

[Justaskin2]

Thank you

[Michelle-TalkTalk]

Good morning,

I can see that the fault has been raised to Openreach for investigation and we'll monitor for updates from here for you.

Thanks

Michelle

[Justaskin2]

Thank you.  I managed to eventually get on to chat and was lucky to get an agent who read and understood my issues. He did tests found a fault and referred my case to open reach  who have logged a fault and will send an engineer.

[KeithFrench]

OK, thanks for that, it is a definite TalkTalk issue then. I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

[Justaskin2]

Found the test socket, still the same!

[Justaskin2]

Thank you so much. I’ll have a look at the socket.