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Speed dropping, 'customer service' no use.

ChrisWStoke
Conversation Starter
Message 107 of 107

Hi all.

I'm at a point where i'm ready to give up.

I'm on faster fibre with speed boost, or upto 76mb in no TalkTalk speak. 

I've been on that with other suppliers, it's all openreach after all. 

I also have a Sam Knows white box and that's been with me for many years.

 

My minimum garanteed access speed is 51.9mbs. It's consistantly hit my router at 54998 with a usable speed of 51mb and a can track this back forever on my Sam Knows dashboard, which is very handy. 

(Actually it used to hit my router at 64599 but that was before the cabinet beccame full.)

 

Suddenly my speed has taken a dive now hitting my router at 48998 which is well below the 51800 mimimum garanteed speed. Usable speed of 44mb

I tried chat, but because i use my own router which is much, much better than the one supplied they refused to help. So i've dug out the one they sent and plug it in to have the exact same results. I can't get hold on the phone or live chat and because they're too busy apparently and the app isn't working  so here i am.

I've ahd great help on here before so hopefully i will again. 

 

Here are that current stats on the TalkTalk router;

  (To note, my TP Link router tels me how mant packets are lost, i'm into the tens of thousands but i don't really know what is good or bad.) 

DSL synchronization status:
Up
Connection status:
Showtime
Upstream line rate (kbit/s):
19993
Downstream line rate (kbit/s):
48998
Maximum upstream rate (kbit/s):
20168
Maximum downstream rate (kbit/s):
71500
Upstream noise safety coefficient (dB):
6
Downstream noise safety coefficient (dB):
7.9
Upstream interleave depth:
263
Downstream interleave depth:
1
Line standard:
VDSL2
Upstream line attenuation (dB):
0.1
Downstream line attenuation (dB):
8.6
Upstream output power (dBm):
5.7
Downstream output power (dBm):
14
Channel type:
Fast

 

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106 REPLIES 106

Message 1 of 107

Hi Chris

 

Thank you 🙂

 

Happy New Year to you too.

 

Debbie

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Message 2 of 107
Will do. But hopefully won't need to!

Happy new year to you all!
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Message 3 of 107

Hi ChrisWStoke

 

Thanks for keeping us updated.

 

Please let us know if you do experience any further issues.

 

Debbie

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Message 4 of 107

Morning guys. 

Engineer has just left. I've not got 66mb access speed. It failed the sync test on the socket. Bare wire passed. 

Looke like a capacitor in the plate had failed. 

 

New socket has been fitted and the line reset and it's showing 0 errors with the port fully open. 

 

Fingers crossed that's it sorted now! 

 

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Message 5 of 107
It's gone mad! It's just been off for 15 minutes then come back at 41mb.
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Message 6 of 107

Hi ChrisWStoke

 

Apologies for this.

 

The engineer will be able to investigate this further on 31/12.

 

Thanks

 

Debbie

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Message 7 of 107
I'm now down to 26mb. 😲
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Message 8 of 107

Hi ChrisWStoke

 

The engineer visit has been arranged for 31/12/18 AM (8am - 1pm)

 

Please let us know how you get on following this visit.

 

Thanks

 

Debbie

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Message 9 of 107
Great. Thanks.
Hopefully get it sorted.
Last time I think they did something at the exchange and it jumped to 64mbs.
The fault must be elsewhere.
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Message 10 of 107

Hi ChrisWStoke

 

Thanks for your reply.

 

I've passed your availability over to our Network Team and I will post back on this thread to confirm the date and time of this visit.

 

Thanks

 

Debbie

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Message 11 of 107
Yes, as I'm trying to send this message my connection is dropping in and out.

Today would've been ideal because I'm not at work.
The next day I'm available is Monday 31st. AM



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Message 12 of 107

Hi ChrisWStoke

 

I'm really sorry to hear this.

 

Would you like me to arrange an engineer visit?

 

Please can you confirm possible engineer charges and provide availability for this visit AM and PM?

 

Thanks

 

Debbie

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Message 13 of 107
Hi guys.
Hope you've had a good Christmas.
Guess what.
Christmas Eve I noticed issues.
My access speed dropped from 62mbs to 50.
Today it's at 40.
Upstream Downstream
Current Rate(kbps) 19628 40636
Max Rate(kbps). 19192 75635

I think I need a visit!
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Message 14 of 107

Our network team have confirmed that the engineer visit is now cancelled 🙂

 

Merry Christmas

Chris

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Message 15 of 107
Thanks Chris. Hopefully it'll stay fixed this time!

Have a great Christmas!
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Message 16 of 107

OK, no problem, I'll have the engineer visit cancelled 🙂

Chris

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Message 17 of 107
I won't get home until after you guys finish. It's been exactly the same since last Friday so I'll risk it!
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Message 18 of 107

Hi ChrisWStoke,

 

Would you like us to give a few more hours before cancelling just in case?

Chris

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Message 19 of 107
Hi all.
I think it's safe to cancel the engineer visit tomorrow.
I've been at 62611kbs since it went off. Looks like it was fixed at the exchange.
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Message 20 of 107
Will do Karl. Thanks.
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