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down down down goes the broadband speed

snowy1
Whizz Kid
Message 31 of 31

I had a bt engineer come out on thursday 24 january 2019, due to internet speed dropping.

he replaced some wires outside our property the speed went up from about 25mbps to 41 mbps.

very happy with that speed.

now its dropped again to 28 mbps.

phone line is clear.

i am using a wired connection, the speed the same with wifi.

tried testing from test socket, speed the same.

i am using bt open reach mk4 master socket, no filter required.

i am using hg633 router.

tried my spare router dsl 3782 speed about the same.

got on to chat yesterday, the chap going to send me another hg633 router.

i told him i have tried a spare router, with no improvement in speed.

i have tried switching the router off for half an hour with no improvement.

the chap on the chat tried to sell me the new wifi hub for £30emoticon.sadtears.title

i declined that offer.

can the oce help please.

thanks

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30 REPLIES 30

Message 21 of 31

hi michelle

I have not rebooted the router, the download speed still at 28 mbps.

thanks

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Message 22 of 31

Hi snowy1,

 

I've re-checked the connection stats and the sync speed has increased since I last checked, however the connection looks unstable. Just to confirm, have you been rebooting/switching off the router? Have you noticed an improvement in speed?

 

Thanks

 

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Message 23 of 31

I have had the DSL 3782 router connected for 48 hours, speed not increased at all.

when i spoke to jhonedd on chat on tuesday, he said it was deffo a router problem.

he was sending me a new HG633 router out, not received it yet.

so i have tried two routers speed still well down.

like i said earlier a bt openreach engineer came out on thursday 24 jan, replaced some wires outside our property, the download speed went up to 41 mbps, but it only lasts a couple of months then the speed goes back downemoticon.sadtears.title

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Message 24 of 31

Hi snowy1,

 

No problem 🙂 You would be sent the wifi hub if you didn't already have a fibre compatible router, so new customers would receive a wifi hub or customers upgrading to fibre who don't currently have a fibre compatible router (HG635, 3782 or HG633) would receive one.

 

Thanks

 

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Message 25 of 31

Thanks michelle

Another question then i wont bother you againemoticon.smileyface.title

do only new customer get the new wifi hub?

i got a new 18 month contract a few weeks ago.

i was not offered the new wifi hubemoticon.sadtears.title

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Message 26 of 31

Hi snowy1,

 

Ok thanks for confirming this. Please can you bump your thread on Friday and we can re-check the connection stats again to see if DLM has increased the speed. If there is no improvement then we can pass this over to our Network Team for further investigation.

 

Thanks

 

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Message 27 of 31

Hi michelle

i did not connect the 3782 router for 48 hours, i will do that now.

the connection was stable when i connected the 3782 router

thanks

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Message 28 of 31

Hi snowy1,

 

Thanks for confirming this. When you tested with the 3782 router was this router connected for at least 48hrs as it can take DLM between 24-48hrs to make changes to the speed. Was the connection also unstable when this router was connected?

 

Thanks

 

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Message 29 of 31

Hi michelle

We only have the phone and router connected.

no new equipment added,no set up changed

thanks

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Michelle-TalkTalk
Support Team
Message 30 of 31

Hi snowy1,

 

I'm sorry to hear this and I'll take a look now. I've run a test on the line which hasn't detected a fault, however the connection also looks very unstable. Just to confirm, have you recently added any new equipment or changed the set up in the last 4 days?

 

Thanks

 

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