Slow Internet

[r0mUK]

Hello,

Hope you are well.

I upgraded to super fibre 65 back in February.

I had a steady 58MB DL speed however few weeks ago the speed dropped to 48MB and now it is constantly 42MB which is above the min speed from the contract ( 45 garanteed )

Speed test are taken from the routeur (Not the talktalk one, it's a Netgear Nighthawk ) with the rest of the network unplugged.

Running a line test doesn't show anything wrong.

Please can you help ?

Thanks

A

[Chris-TalkTalk]

Hi r0mUK

To book the engineer we would just need you to confirm that you accept the engineer charge and we would ask you to confirm some security information. We would then pass this to our LVR team to contact you and arrange the engineer visit - would you like to go ahead with the visit?

Chris

[r0mUK]

Thanks.

What is the procedure to book an engineer to install a new master socket? 

[r0mUK]

I run my speed test wired.

Also I have a super strong mesh WiFi so it's not the root cause I lost 10 MB 

[Michelle-TalkTalk]

Hello,

A Low Volume Request engineer (LVR) would only check that the new socket has a dial tone and a connection, they wouldn't diagnose any potential speed or connection issues. However if there was a fault with the connection following this and all testing has been completed then we would arrange a broadband engineer visit to investigate.

Thanks

[r0mUK]

Thanks

So the engineer won't diagnose why my speed is low and I will have to book another appointment ( free of charge??) to do so?

R

[Michelle-TalkTalk]

Hello,

The engineer should test the new socket to ensure that you have a working connection at the test socket and with the faceplate connected.

Thanks

[r0mUK]

Thanks Chris,

If I go for moving the master socket, will the engineer be able to check all is OK on my side at the same time and perform some test using the test socket ?

[Chris-TalkTalk]

Yes, you should be able to have a new socket installed and wired to the outside as long as long as this is feasible

Chris

[r0mUK]

Hi Chris, 

Is it moved or can we have a new one installed in a more convenient location and have it wired to the outside cable  ?

[Chris-TalkTalk]

Yes we can arrange to have the master socket moved, the cost is £128.40

Chris

[r0mUK]

Thanks Chris, is there a option to have the master socket moved to a more convenient place ? What would be the cost of that ?

R

[Chris-TalkTalk]

Thanks. Line test is now passing but speeds are a bit low. We can arrange an engineer visit but the engineer will almost certainly need access to the test socket to run tests from there

Chris

[r0mUK]

Hi Chris,

Yes you're right.

In order to unscrew the front plate to access the test socket, I will have to completely remove the washing machine that is built into the cabinet 😕

[Chris-TalkTalk]

OK thank, Ideally we would need to test with your router connected to the test socket but I take it this isn't possible due to the location?

Chris

[r0mUK]

Hi, 

I have another one in the living with only 1 socket (RJ11) however it's not used and there is nothing plugged in it.

R

[Chris-TalkTalk]

Thanks for checking that, is this socket the only telephone socket in your home?

Chris

[r0mUK]

Hello, I managed to check behind the washing machine just tilting it and it seems I have a FTTC plug.

The routeur is plug at the top, there is nothing at the bottom.

[Chris-TalkTalk]

Do you happen to know if your master socket has a test socket? Please see Your guide to main phone sockets - TalkTalk Help & Support

Chris

[r0mUK]

Hi Chris, 

I don't know, the setup hasn't changed since I moved in the house back in 2018.

The plug is behind a washing machine and really not easy to access.

R

[Chris-TalkTalk]

Hi r0mUK

There doesn't seem to be any significant increase in speed and line test is now picking up a potential issue. is your router currently connected to your test socket?

Chris