Speed Disappeared Last Night

[seajays]

My normal download speed is about 22Mbps.  At 1.40am the modem rebooted and reconnected at just 4Mbps.  When I saw that this morning, I rebooted it, but it just reconnects now at 13MBps (which is lower than my speed guarantee).

I tried the self test utility etc., and it says there is a fault but doesn't say what to do next?  I've tried two different modems just in case and both connect at the same speed.

[Arne-TalkTalk]

Hi seajays

I can see that the charge has been cleared.  You will see the updated balance in My Account. 

Regards

[seajays]

Slight problem today, I received my bill notification today and appear to have been charged for the engineer visit, even though the fault was not with my equipment. 😞

[Michelle-TalkTalk]

Morning,

I'm really glad to hear this and thanks for confirming 🙂

Michelle

[seajays]

Thanks Michelle, yes the engineer came out and did a DLM reset and it reset back to my normal 22Mbps and seems to be working fine now and is still same today as well thanks.

All resolved. 😊👍

[Michelle-TalkTalk]

Good morning,

Just checking back in to see how you're getting on?

Thanks

Michelle

[Chris-TalkTalk]

I've booked the first available appointment as requested - October 03 2024, AM - please let us know how you get on

Chris

[Chris-TalkTalk]

Hi seajays,

I'll book the engineer now and get back to you with the details

Chris

[seajays]

Hi Michelle - yes please arrange an engineer visit, hopefully there will not be any charges, but I accept that if it was a fault on my equipment that charges may be due.

I can manage any days this week or next so as early as possible would be great.

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. If you'd like to go ahead with an engineer visit to the property then please can you confirm acceptance of possible time related engineer charges and also provide a few days availability AM (8-1) and PM (1-6) and we can arrange this for you.

Thanks

Michelle

[seajays]

Hi - the router did resync again last night at about 1am... unfortunately it has resynced at a slower speed, and I'm now on 11Mbps! 😭

[Michelle-TalkTalk]

Hello,

Ok thanks. If there is no change by tomorrow then we can arrange an engineer visit to the property for you. I'll check in again with you in the morning.

Thanks

Michelle

[seajays]

My normal router is a Zyxel which is what was connected this morning when it failed to sync at a good speed.

I have currently replaced it with the talk talk modem with it's own cables and microfilter directly in the test socket (so there is nothing else connected to the line), but as said, it has synced at the same rate.

I will try switching it off for half an hour first and then reconnect and see what it's like tomorrow.

[Michelle-TalkTalk]

Hi,

Is the replacement router connected at the moment? Did you also replace the cables and microfilter? Do you have any other equipment connected to the line? Would it be possible to keep the router connected to the test socket for at least 24hrs so we can see if DLM increases the speed again? If the speed doesn't increase then the next step will be to arrange an engineer visit to the property.

Thanks

Michelle

[seajays]

Yes, I already tried a different router and it connected at the same slower speed.

[Michelle-TalkTalk]

Hello,

The line test is still clear. Do you have an alternative router that you can test with to rule this out? If not then we can send a replacement router for testing purposes.

Thanks

Michelle

[Michelle-TalkTalk]

Hi,

Ok, I'll re-run the line test at the test socket now and I will post back here shortly.

Michelle

[seajays]

Thanks - there is no obvious noise on the telephone line.

I've just removed the master socket faceplate and connected directly to the test socket behind, however it has synced at the same 13Mbps rate.

[Michelle-TalkTalk]

Good morning,

I'm sorry to hear this. I've run a test on the line now which hasn't detected a fault, however I can see that the sync speed has dropped and there are also some re-connections on the line. Is there any noise on the voice service? Does your main socket also have a test socket please?

Thanks

Michelle