Upload speed dropping gradually from 17.5 mb to under 10mb.

[sajid]

Hello I would like raise an issue with my upload speed which has been dropping gradually over time, from 17.5mb to under 10mb download speed has increased by a good 10mbps.

Im currently plugged into the test socket and there is no internal wiring, phone line is clear.

Using the Huawei Wifi hub black, is there a chance that a remote DLM reset could fix the issue?

[nambuso-TT]

Okay thank you. I can see that your broadband connection is stable and there are no issues showing on the line.

The broadband connection covers the physical cabling into your home and the router from outside your premises, so as that is working the issue you're experiencing is likely to be due to a WiFi problem, or other issue in your home.

I can guide you through checks which should help identify the issue and resolve if possible.

Our tests aren’t showing any faults currently. However, I can see a Full Fibre service is available that would improve the reliability of your service. I would recommend an upgrade to our Fibre 65 service.

Would you like to know more about your upgrade options?

[sajid]

Look there seems to be an issue somewhere, it's either the router, or the line, have you run any line tests? I'm getting connection drops and the upload speed has been gradually dropping. Please proceed with whatever you have to do in order to get this sorted.

[nambuso-TT]

Please let me know once you are ready to proceed. Thanks

[nambuso-TT]

I will need to escalate to another team to complete the DLM reset as we are unable to do it here, before that is done, we need to find the reason for the issue you are having. 

[sajid]

Can I get another support team member to have a look please as I am not getting anywhere with this?

[sajid]

Issue occurs every where, are you able to request a DLM reset on my line?

[nambuso-TT]

Please choose from the below options.

Issue occurs everywhere 

Issue only occurs in one or some locations

Issue is not with WiFi

Issue is with a single device

[sajid]

it affects the wifi and wired devices connected to the router, I get connection drops both wired and wireless. This is where the broadband connection is dropping orange flashing light, I'm sure you've asked me this question before.

[nambuso-TT]

Okay thank you very much for letting me know. Just to confirm, 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?

[sajid]

My upload speed is below guaranteed speed stated in my contract (sync speed)

[sajid]

It's an intermittent issue either with the line or the the router that is causing drops.

[nambuso-TT]

Currently are you experiencing the issue?

[sajid]

Yes go ahead please do your checks.

[nambuso-TT]

So in order for us to see if the router is the issue or the issue is with the line, we need to run checks.

[sajid]

Problem isn't the wifi, I'm looking at the router stats and the sync speeds that are varying so the router is dropping the connection to the DSALM, so it's either the router that is the problem or there is a problem with the line, like I said before I am connected to the test socket with no internal wiring and the phone line is clear no crackling or hissing etc..

[nambuso-TT]

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?

I need to establish if the problem is a general WiFi or Broadband issue, or if it's potentially a coverage issue. If the problem only occurs in places that may be further from the router, or are blocked by walls, doors or windows, then it's likely the issue is related to the WiFi signal not being strong enough where you experience the problem.

[sajid]

Yes we have mobile phones which we use and have good coverage in case of any issues we would still be able to contact emergency services.

[nambuso-TT]

Openreach has a dedicated team to deal with vulnerable customers, and these are identified as Emergency Welfare Cases. An Emergency Welfare Case is where the customer has a life-threatening illness and applies to repair cases that have a total loss of service In-life or in a provisioned state that requires the urgent restoration of service.

Will you (and anyone who lives with you) be able to contact emergency services while your services remain impacted?

[sajid]

No

[nambuso-TT]

Okay we will run speed test. 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.