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

[plb46]

Hi Fez,

Yes that is fine my router is showing a link rate of Kpbs 5999/24999 and a up time of 2 days.

plb46

[nomfezeko-TT]

Thank you so much for getting back to us, we will need to run checks for you on your line and equipment, these checks will help us determine the main cause of the issue and a possible resolution to it. Will that be okay with you?

-Fez. 

[plb46]

Hi Fez,

Yes I am home where the service is installed

Regards

plb46

[nomfezeko-TT]

Hi there, @plb46, thank you so much for reaching out to us, we are so sorry you have contacted us about a problem with your services, we will get this checked for you. Please confirm you are currently home where the services are installed so we can look into this right away. 

Thanks, 

-Fez. 

[KeithFrench]

Please can you elaborate by answering these few questions:-

1. What make/model of router do you have (if this is a TalkTalk router, these details will be on a label on the rear or underside of it)?
2. What package are you on?
3. If you log into the router, what speed is reported there (normally the initial dashboard area. If you are using an eero, in the app, tap on Home > Internet, what is the speed there?
4. If you have any wired connections, are they affected in the same way as wireless ones?