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]

Please can you confirm that the router is currently powered on by checking the router power light?

If it is powered on then you should see a lit power light showing on your router.

[angelique-TT]

We'll just wait for the router to power up. This can take a little while.

[plb46]

HI 

Yes router has rebooted ok 

plb46

[angelique-TT]

Thank you. Were you able to reboot your Router?

[plb46]

Hi 

Ok I will switch the router off then on again

plb46

[angelique-TT]

Please restart your router. To do this, either press the power button on the side or switch it off at the socket, then back on again.

The router isn't responding to our automation. Rebooting should resolve this and allow us to update the router.

[plb46]

Hi 

Ok 

[angelique-TT]

I’m now going to try to remotely restart your router automatically. This should only take around 1-2 minutes to complete. If I’m unable to do this, I’ll advise you how you can restart it manually from your side.

[angelique-TT]

A line test has not identified an issue outside your premises. As you've not made any changes before this issue started, the next step is to look at the router.

I'll guide you through the router checks - ensuring it's up to date and addressing any potential temporary issues that could have caused the connection drops.

If these steps don't resolve the issue then I'll look at other potential causes.

[plb46]

Hi

No there have not been any changes to anything at all to my set up speed just dropped a week or so ago or so.

plb46

[angelique-TT]

Have there been any recent changes in your home that could have impacted your service?

For example - new or replacement equipment, building work on the premises or damage to any wiring in or around the home?

[angelique-TT]

I can see you've had connection drops on the line - this will have impacted the devices you use, regardless of whether you use WiFi or a cable to connect.

I need to complete some checks with you to identify and fix the cause - looking at your setup and equipment - as our testing shows no issue with equipment outside your home.

While you haven't reported a dropping connection issue it's possible this is causing the problem you've experienced - so I'll need to work on fixing this first. I can then check if it also solves the problem you've reported.

[plb46]

Hi

No I do not turn the router off at all.

plb46

[angelique-TT]

Thank you. Do you regularly turn your broadband router off? For example, do you switch your router off at night?

[plb46]

Hi no we have had no problems with internet cutting out when receiving or making calls.

plb46 

[angelique-TT]

Do you find that your internet cuts out whenever you make or receive phone calls from your landline?

[plb46]

Hi the signal is the same down stairs up stairs.

I ran a test this morning on my laptop using a ethernet connection to the router and  WIFI using the Talktalk speed test.

28 mbs to the router and 23 to your device. ethernet connection.

28 mbs to the router and 23 to your device WIFI.

plb46

[angelique-TT]

Thank you for confirming. Does the problem occur everywhere you try and use the WiFi, or just in certain parts of the house - for example upstairs, or outside the house?

[plb46]

Hi No we do not have any of those mentioned.

plb46

[angelique-TT]

Do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector.