Slow speed that no-one seemingly can fix

[Johnolancs]

I'm having problems with the speed of my service.

I have Fibre38 (I think), with a guaranteed 20Mb. However, just lately the average speeds are appalling.

My problems started  about 3 weeks ago, when I would wake up to a red Internet light on my router each morning. TalkTalk had a post on the service page at the time, suggesting strong winds might be responsible for service issues across the country, so I left it.

However, after 10 days, I decided that was probably not the reason for my problem, so I called. A fix was provided which worked for about 24 hours.

This time, the line was still dropping frequently, but the router still maintained it had a connection (green light). However all my devices said otherwise. I called again - same lengthy routine, but this time I was told to remove the BT modem from the configuration. I did, and again it seemed to rectify things in the short-term. I immediately checked my speed and saw speeds of 33MB download and 7Mb upload.

It didn't last - twenty-fours hours later, the same speed check gave me speeds of 8Mb and 0.5Mb, with 13Mb at the router. I checked it daily for the following week and didn't see any improvement, from any device, in any room, and even with the TV plugged directly into the router. It's as if I'm being capped at 8Mb!

I called back today, to suggest that I wasn't getting the speeds I'm paying for. Same thing - half an hour on the phone, promise of a fix,  yet no change whatsoever.

I'm totally fed up, I've spend three hours on the phone, and they don't seem to have a solution to my problem. Where do I go from here, apart from BRSK?!

Better still, I received an email from them saying my equipment was defunct and unsupported, and they'd be putting the cost up again in April. Unbelievable!!

[Debbie-TalkTalk]

Hi @Johnolancs 

I'm glad to hear that the speed has started to increase. 

I will check in again with you on Friday to see if the speed has remained stable.

[Johnolancs]

As of yesterday, my line speed has increased considerably. It's now over 25mb at the device — up from 7mb. I don't know whether it's going to stick, but in the meantime, we should put an engineer visit on hold.

[Debbie-TalkTalk]

Hi Johnolancs

Thanks for your reply.

If you would like us to arrange the engineer visit then just post back here to confirm your availability AM and PM?

Can you also confirm potential Engineer charges

[Johnolancs]

If the engineer needs inside access, then you'll have to leave it with me. I'm self employed, and have a forward schedule. If they just need to check the wiring at the outside box, that's  something we can proceed with immediately.

[Chris-TalkTalk]

Line test is passing but as the speed is still low we can arrange an engineer visit to investigate further. If you'd like us to do this please let us know and we'll confirm some details with you

Chris

[Johnolancs]

Thanks.

[KeithFrench]

I'll get TalkTalk to take another look at this, hopefully tomorrow.

[Johnolancs]

Been a few days since I swapped the router out. Upload speed has improved (from 0.5mb), but download speed remains stuck at <8mb.

More concerning is the speed to router seems to be falling daily. Now at 10mb!!!

[Chris-TalkTalk]

The line profile is set by Openreach's DLM system. The line profile (speed) set by DLM is depends on the number of disconnections and/or errors in a given amount of time. If a replacement router causes a drop in disconnections/errors, then yes it can result in DLM setting a faster profile.

Chris

[Johnolancs]

Chris,

You mentioned my speed is being limited by my line profile. As I understand it, this is a limit set by the ISP (you) to ensure stability. Realistically, is a change to the router really likely to change anything? My speed to router is dropping daily — it's now at 11mb.

[Chris-TalkTalk]

The speed is being limited by your line profile. You would need to leave the router connected for at least 48 hours to see if the connection improves enough with the replacement router to cause the line management system (DLM) to move you to a faster profile

Chris

[Johnolancs]

I have a similar router stored somewhere. It's the same model, same age (less use), but I can't remember if there was issues with it. I can do a quick swap with that first if you think it's potentially the router.

UPDATE

I switched the router out, and ran a speed test. No change from my end in terms of speed.

[Michelle-TalkTalk]

Hello,

Ok, would you like us to send a replacement router for testing purposes to see how the connection compares?

Thanks

Michelle

[Johnolancs]

I don't have a phone plugged into the landline, so I don't know.

[Chris-TalkTalk]

Hi johnolancs,

Line test is passing but showing disconnections and sync speed is low, are you experiencing any problems with your telephone service, any noise on the line?

Chris

[Johnolancs]

It an Huawei HG635.

[KeithFrench]

Hi @Johnolancs 

I'll leave you in @Michelle-TalkTalk's very capable hands to investigate this.

[Michelle-TalkTalk]

Morning,

Can you please update your community profile to include your:

• Name
• Telephone number or Account number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle

[Johnolancs]

It's an old SuperRouter - I've had it well over 10 years.

[KeithFrench]

Which make/model of router do you have?