internet speed dropped

[Tweetlebeetle]

I've been having slower internet connection than usual. Testing says 10-20 mbps, minimum guaranteed is 40, I usually get 60. Also having drop outs a couple of times a day. I ran a connection test on Fri 9 May. It showed an issue and said to contact team, but the "contact" button isn't doing anything. Also got email and SMS saying I'd get a message with instructions, but have received nothing. I re-ran the connection test today, same thing is happening (button not working, email and SMS, but no further instructions). Can anyone advise on what to do next? Thanks. 

[Tweetlebeetle]

I'll have to wait to do this later. I have family using the connection now. Will reply when done. Thanks

[sabelo-TT]

Thank you for this. I'll now need you to remove the faceplate from your master socket. 

Instructions:

1) Remove anything connected to the phone socket.

2) Remove the front cover by pressing the clips on the either side of the cover and gently pull the plate towards you. 

3) With the front cover open, the Test socket can be seen at the "centre top" of the back plate. 

Kindly confirm with feedback once done. 

[Tweetlebeetle]

NTE 5C MK4

[sabelo-TT]

Thank you for this. I need to find out what type of master, or main, telephone socket you have so I can give the correct troubleshooting advice. The master socket will be a white box on a wall, and is where the telephone line connects into your house from outside. Please browse to https://community.talktalk.co.uk/t5/Articles/Your-guide-to-main-phone-sockets/ta-p/2205432 - this page shows you images of the different socket types so you can identify which you have.

[Tweetlebeetle]

we never use a landline.

[sabelo-TT]

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

[Tweetlebeetle]

no

[sabelo-TT]

Thank you for this. 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.

[Tweetlebeetle]

that is done.

[sabelo-TT]

Thank you for this. Before continuing any further, I will kindly ask for you to please do the following for me on your router:

1.Switch your router on, if it isn't already
2.Locate the reset pinhole button. This is usually on the back or side of your router
3.Gently push a pin, a straightened paperclip or another appropriate item into the hole until you feel a click. Hold it for 30 seconds
4.Any lights on the front of the router should turn off and come back on again
5.Once your router has fully booted and any lights are on, you can reconnect your devices to your Wi-Fi.

Please confirm with feedback once done. 

Thanks. 

[Tweetlebeetle]

yes

[sabelo-TT]

@Tweetlebeetle, thank you for bringing this to our attention as I do apologise for any difficulties that this may have caused to you. 

Just to double check, are you currently at home where broadband services are installed?