Speed Issue

[Geniejc]

Download speed drops intermittently to 1mb. Ive attached a screenshot.

Im getting up to 40mb normally although your speed test says i should get 50mb minimum, but my contract says 40.

I have an open case but i think this is confusing the issue - every test is fine because the router gets rebooted.

If i reboot the router the speed returns to 40 until the next time.

Im guessing its a faulty router - it has been reset by you to factory settings - but same thing happened - can you help.

[Geniejc]

Never drops just seems to get throttled, you notice it when tv buffers or intenet is slow.

[sabelo-TT]

Not at problem as I am more than happy to provide a suitable resolution with this matter. 🙂 

So, tell me, apart from the slow performance, does your broadband connection drops while being connected to the internet?

[Geniejc]

I m just waiting for any type of response from you apart from in this thread.

I'm happy to go through tests again I just want it resolved.

Thanks

[sabelo-TT]

@Geniejc, thank you for providing feedback to this as I will work on the issue on my end. 

I understand that line checks were performed, but please keep in mind that they often yield different results each time they are done. In this case, since you've restarted your router, all the data stored on it has been cleared.

[Geniejc]

As per last time I am at home.

You have also ran all the checks in the last few days.

I have again rebooted the router after it went down to 1mb again.

It's back up to 40mb for now.

It's either a hardware or software problem with the router. It can't be anything else.

[nomfezeko-TT]

Thank you so much for sharing this with us, we will need to run checks and these checks will help us determine the main cause of the issue reported and a possible resolution to it. Please let us know if you are home so that we can start with the checks. 

-Fez. 

[Gliwmaeden2]

Re-escalating this for staff to follow up, @Geniejc.

[Geniejc]

Still waiting for help.

The router is currently is constantly around 20mb 

Upload speed remains normal.

Can you please advise or send Replacement router.

Thanks

 

[nomfezeko-TT]

Thank you, can you please kindly confirm if you are currently home where the services are installed so that we can check into this so we can have a resolution to it. 

-Fez. 

[Geniejc]

Yes still having problem - router dropped to 1mb again yesterday evening and has only rebooted back to the 20mb mark.

Can you please send a replacement.

Thanks

[nomfezeko-TT]

Hi there @Geniejc , thank you so much for bringing this to our attention, we are so sorry you have contacted us about issues with your services. Please do let us know if you are still having this problem so we can have a look into it for you. 

Thanks, 

-Fez. 

[Gliwmaeden2]

Staff will follow up after the weekend, @Geniejc.

[Geniejc]

I'm getting similar. 

But intermittently I'm getting only 1mb.

Every few hours. I sent a screenshot in my original message.

It resolved when I switch of the router and back on.

That why I'm thinking faulty router as everything else checks out.

Regards

[Chris-TalkTalk]

Hi Geniejc,

Line test is passing and current sync speed is 42Mbps, what are your speed test results like at the moment?

Chris

[Geniejc]

yes im at home

[angelique-TT]

Hi there @Geniejc .  Thank you for bringing this to our attention. I will need to continue with the checks and determine the issue so that the correct resolution can be provided. Please confirm if you are messaging us from home.

[Divsec]

Hi @Geniejc your post has been escalated and you should hear soon.  In the meantime please check your community profile and add your landline number and/or account number so your account can be identified. Please don't post personal information here.

https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info