Speed dropped

[plb46]

Hi

I reported a week or so ago with reference to my download speed dropping from 40 Mbs then down to 33 Mbs and now 29 Mbs. One of the team was looking into it as there seems there was a problem. However, we were unable to continue with the investigation due to the conversation being dropped. 

Perhaps a team member can investigate this for me please.

Regards plb46

[angelique-TT]

You are most welcome. Please don't hesitate to chat back should you require any other assistance. Thank you for contacting TalkTalk. Goodbye 🙂 

[plb46]

Hi angelique

Thank you very much for your help on this issue.

Best regards

plb46

[angelique-TT]

Okay that is great to hear. Is there anything else I can help you with today?

[plb46]

Hi all ok now link rate of 14822/41933 kpbs speed ok

thank you

plb46

[angelique-TT]

I need to find out what type of master, or main, telephone socket you have so I can give the correct troubleshooting advice.

The master socket will be a white box on a wall, and is where the telephone line connects into your house from outside.

Please browse to https://community.talktalk.co.uk/t5/Articles/Your-guide-to-main-phone-sockets/ta-p/2205432 - this page shows you images of the different socket types so you can identify which you have.

Can you confirm what type of master socket you have please?

[angelique-TT]

As router checks haven't resolved the issue, the next step is to look at potential equipment damage and ensure it is connected correctly.

I'll guide you through the checks - ensuring any damage or setup issues that could have caused the disconnections from the Internet are identified and resolved. If these steps don't resolve the issue then I'll look at other potential causes.

[angelique-TT]

The router has been factory reset successfully. As a change has been made the router will need to reconnect - this can take up to 6 minutes. If it connects sooner then we'll be able to progress once we see it connect.

[plb46]

Factory reset done no passwords have been changed still original one.

[angelique-TT]

I'll need to reset your router to defaults. This ensures it is set to it's factory settings and can resolve the dropping connection issue if a temporary problem has occurred on the router. If I'm unable to do this remotely I'll need your help to complete this.

[angelique-TT]

A factory reset is required on your router which will restore the router to it's original settings, including the Wi-Fi Network name (SSID) and password.

If the password has been changed, please refer to the one on the stickers attached to your router to find the original password.

Once the dropping internet connection issue is resolved, I can assist you in reconnecting to the network.

[plb46]

I rebooted my router it is now up and running and showing a link rate of 14184/42048 kbps.

With this result it would seem the reprofile has helped'

Thank you

plb46

[plb46]

Hi do you want me to reboot the router as it is still showing a red light

plb46

[plb46]

Hi no changes to the pass word

plb46

[plb46]

Hi I am on my mobile phone the router is still showing a red light however the link rate is showing 41937 kbps up from 24999

Plb46

[angelique-TT]

Thank you. The test is completed. Have you made changes with the WiFi Network name (SSID) or password ?

[angelique-TT]

An automated check is in progress to check if the router is able to connect to the Openreach street cabinet. This can take up to 3 minutes to complete. I'll let you know once it's finished.

[angelique-TT]

We can not proceed with further testing as we need to wait for the reset to complete.

[angelique-TT]

Following changes completed we've initiated a reset of the line profile to establish if the speed improves. This can take around 5 minutes to complete.

We'll need to wait for this to complete and your router to reconnect - so please bare with us.

[angelique-TT]

Thank you. As a change has been made the router will need to reconnect - this can take up to 6 minutes. If it connects sooner then we'll be able to progress once we see it connect.

[plb46]

Hi Yes Router powered up all green lights

plb46