Fibre 500 - Download speed dramatically reduced

[cj_uk]

Hi,

We had Fibre 500 installed January this year, all has been well with the service up until this Friday (27th October 2023).

I did not use the supplied Eero Pro 6 router but used my ASUS RT-AX82U. Tests throughout this time have been fine, approximately 500mb download and 70mb upload, consistently until Friday.

I noticed, first thing in the morning, that downloading a file was taking a long time. I did a speedtest and found that the download speed had dropped to approximately 10mb but upload was still at 70mb, which is usually is.

I powercycled the router and the ONT, but this did not resolve the issue.

I contacted TalkTalk via live chat and reported the issue to Kyla. She asked what router I was using and I informed her that I have been using my ASUS router since the fibre install. I was then asked to use the Eero router as remote tests are only avaiable when using this equipment.

I setup the Eero router, performed a firmware update, Kyla confirmed that she was able to see the router and told me to check the internet speeds within the router menu. The download speed was roughly 460mb and upload was 70mb. Kyla told me that this is within the tolerances of my package.

I then tried a speedtest from my PC and a tablet, both showed that the download speed was still around 10mb and upload at 70mb. I relayed this to Kyla, but all I was told is that the Eero router is showing 472md download speed and this is within tolerance. The live chat basically finished at this point.

I have subsequently tried other devices and new cat5 and cat6 cables and the outcome was still the same, 10mb download 70mb upload.

The last thing I tried was to directly connect a pc to the ONT, so bypassing any routers. Speedtests still showed download at around 10mb, but when reconnecting the eero router, the test within the router shows download speeds of 472mb.

So, I'm a little stumped, TalkTalk tell me everything is ok as their Eero router is showing downloads speeds that are within tolerance. But, everything I have tried shows that the download speed has drastically reduced. Even trying to watch streaming on a TV nows buffers slightly, which didn't happen before Friday.

Hopefully someone can help me.

Kind Regards

Craig

[Michelle-TalkTalk]

Good afternoon,

I'm really glad to hear this, thanks for letting us know 🙂

Thanks

Michelle

[cj_uk]

Hi Michelle,

Just a follow up, I received a call from Becky at the Service team this morning, asking if they service was still working correctly. I'm glad to confirm that there have been no further issues with my fibre connection.

Once again thank you and all the team for resolving this, I really appreciate it.

Kind Regards

Craig

[Michelle-TalkTalk]

Hi again,

Brilliant, thanks for confirming 🙂

Michelle

[cj_uk]

Good Morning Michelle,

Download speed has been fine over the weekend, thank you.

Colin from the Service team will call me later in the week to check if the service is still ok.

Kind Regards

Craig

[Michelle-TalkTalk]

Good morning,

I'm really glad to hear this. How has your connection/speed been over the weekend?

Thanks

Michelle

[cj_uk]

Hi Michelle,

I just received a call from Colin from your service manangement team. Colin informed me that there was a fault at the exchange and Openreach have cleaned the fibre and replaced the associated card.

This has now resolved my speed issue, download is now back to 500mb.

Colin will contact me again next week to confirm that the issue has not reoccurred.

I would like to thank you, Chris and the service team for your time looking into and resolving this issue, it is greatly appreciated.

Kind Regards

Craig

[cj_uk]

Good Morning,

Thank you Michelle

Kind Regards

Craig

[Michelle-TalkTalk]

Morning,

Apologies, I'll chase this now.

Thanks

Michelle

[cj_uk]

Hi Michelle,

Unfortunately, I have not heard from the team yet.

Kind Regards

Craig

[Michelle-TalkTalk]

Morning,

Have the team made contact since your last post? If not then please let me know and I will chase this for you.

Thanks

Michelle

[BenR92]

Hi Craig thanks for updating me. I posted my own thread here referencing yours as well. I'm also in Norfolk so definitely seems there's been an issue that affects us. Hopefully something gets sorted soon as I work from home and it has made it a nightmare!

-Ben

[cj_uk]

Hi Ben,

I'm waiting on an update or to hear from the fault team, I'm in Norfolk.

Kind Regards

Craig

[BenR92]

Hi @cj_uk have you had any update on this? My experience has been the exact same as yours except on the Fibre 900 speed. Currently getting 2mb download 100mb upload with the exact same tests and circumstances as yours. Are you in the east / south east by any chance? Still waiting on an update myself but am hearing nothing

[Michelle-TalkTalk]

Hi,

Thank you. I'll also post straightaway if the team come back to me first.

Thanks

Michelle

[cj_uk]

Hi Michelle,

Many thanks for your reply and update.

I'll inform you of any updates from the escalation team I receive.

Kind Regards

Craig

[Michelle-TalkTalk]

Hello,

Thanks for the update and I'm sorry to hear this. I've passed this over to our Fault Escalation Team now and will post back as soon as I receive an update. It's possible that the team may also try and contact you directly.

Thanks

Michelle

[cj_uk]

Hi Michelle,

I've just heard from the Openreach engineer, Simon, he called me from the local exchange.

He informed me that the fault is with TalkTalk's equipment in the exchange.

Apparently this has been reported by Openreach to TalkTalk several times as multiple customers are being affected. But, TalkTalk refuse to accept the equipment fault as the reason, even though no TalkTalk engineers have been to the exchange.

I work in the Telecoms industry myself and understand all the information Simon relayed to me. The fault will only be resolved once you send engineer to the exchange and replace the faulty card and until then, multiple customers are suffering with their fibre internet connections.

Hopefully you will be able to escalate the fault as you are currently in breach of the Broadband Speed Code of Conduct.

I do appreciate all the assistance you have given me and hopefully the issue will be resolved quickly.

Kind Regards

Craig

[Michelle-TalkTalk]

Morning,

Great thank you. We'll check back in with you later on today.

Thanks

Michelle

[cj_uk]

Hi Karl,

Thanks for getting back to me.

Thursday 2nd is fine, I'll be home all day.

Kind Regards

Craig

[Karl-TalkTalk]

Hi Craig,

Openreach testing has failed and they can see an issue, but are now requesting an appointment to come to you.

I've booked the earliest appointment, Thursday 2nd AM (8-1).

Is this ok ?

Karl.