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?

[Gliwmaeden2]

VOIP only comes as an add on extra to Full Fibre with Talktalk, so you'd need to order it at the same time as the upgrade and point out the need for the new router at that stage too, @sajid.

[sajid]

Hi thanks for your reply and help, the last router that was sent on that date arrived with a broken stand so I sent it back in a returns bag to talktalk, but my Upload speed has now jumped back to 16.95mb which is what is expected on my line.

If you are not able to send out a new router for testing purposes, then I'm happy to wait till the end of my contract and upgrade to full fibre which is available. I would also like to know when will we be getting transferred to VOIP? as my current router doesn't have a telephone port for VOIP.

Thanks for your help.

[Philile-TT]

@Divsec the networks team had suggested that we run the test after we have escalated that the fault. 

[Divsec]

Hi @Philile-TT to save @sajid saying this I'm pretty sure test have been run repeatedly since the original post. Several colleagues have assisted and I'm sure it will be appropriate to send out a router for test purposes without charge.

I do hope you can agree. 

[Philile-TT]

@sajid Kindly accept my apologies for the long wait, I have been investigating your account to see if we are able to send you a new router. At this moment I'm afraid but I will not be able to order the router without completing any diagnostics due to that the last router was sent 24/07/2024. Any order right now will incur charges, however if you would like to purchase the router we can go ahead and process that for you. 

[Philile-TT]

Please bear with me I will get back to you.

[Philile-TT]

Okay, thank you for confirming that. 

[sajid]

I've not ordered one with the customer services team, not been on the phone to them, I think a case was opened by the team to see if they could carry out a DLM reset on my line to improve the speeds.

[Philile-TT]

@sajid just to confirm, did you order the router with the customer services team? 

[Philile-TT]

Okay, thank you for bringing this into our attention. I will check your account to see the status of the order. 

[sajid]

Hi Thanks for your reply, in regards to your question I have not received a new router.

[Philile-TT]

@sajid have you received the new router? 

[sajid]

Hi thanks for your reply, It does state in my contract that my upload speed is guaranteed at 13.81mpbs (sync speed) and a guaranteed download speed of 48mpbs currently getting 65mbps but I have asked if talktalk would send out a replacement router for testing purposes to rule out a router issues as I have an out of date Wifi Hub Black that has been known to causes issues with with ECI fttc cabinets. Maybe it could be due to router chipset differences causing the problem?

[Gliwmaeden2]

@sajid the upload speed isn't actually guaranteed on FTTC - it's just the download speed that kicks off investigations when it drops too low.

 

[sajid]

Hi any update? Upload speed is still poor and below my guaranteed upload speed?

Thanks 

[nambuso-TT]

Thanks for that:) We will get back to you once we have an update. Thanks

[sajid]

Hi thanks I've privately messaged you my phone number. Thanks I'll be awaiting an update.

[nambuso-TT]

Okay, what I will do now is to escalate this issue to our specialist and we will provide you with feedback once we have an update. Please provide me a contact number we can call you on once we have an update. Please send the number privately.

[sajid]

Right thank you, I'm still currently in Contract so I don't know about upgrade options but im currently on fibre 65, which is the fibre to the cabinet service, If line tests are clear can we look at a DLM reset up until my contract ends? As the sync speed of upload has been dropping even when tested on a wired ethernet connection.

[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?