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.

[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. 

[KeithFrench]

Yes, I understand that, I am just trying to save you time if the fault is not on the line. It is the standard demarcation point between the TalkTalk network & what is your responsibility. Just undo the two screws on the lower front section & gently pull it out (there may be wires attached behind it). The test socket is behind that, because the faceplate is prefiltered, you must now use a microfilter to prove where the problem lies.

[Justaskin2]

Thank you for replying. Not sure about socket. It's an open reach mk4 master socket 5C. it's got 2 plugs one with a picture of a phone and the other a picture of a router. Not using an additional micro filter. Its all exactly as the open reach engineer left it on installation.

My issue today is actually getting through to any support as the computer says no as I have an open case ( but I have not)

[KeithFrench]

Have you tried moving the router with a new microfilter to the test socket behind the master socket's removable faceplate (if you have that design). If it is no better, then you have no option but to contact the Service Centre or wait for the support team on the Community to investigate this on Monday.

[Justaskin2]

Blinkin internet is disrupting my efforts to reply!!

Just found minimum guaranteed speed 18 - max 22

[Justaskin2]

Yes using the TT router. Dashboard shows speed as between 9 and 12 mbps

I cant remember the speed they promised, I believe it was 15 or 17 - rural area with overhead lines.

[Justaskin2]

Yes using the TT router. Dashboard shows speed as between 9 and 12 mbps

[KeithFrench]

I assume that you are using the Sagemcom FAST5364 router? If you log into it & look in the initial dashboard area, what does that show the internet speed as? What is your guaranteed minimum download speed?