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Slow Broadband

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26 REPLIES 26
John07
Participant

A month or so ago I noticed a change in my phone's ring tone - similar to that found in the USA, which would indicate a change in Network equipment. Since then my router has been randomly disconnecting. There has also been a noticeable drop in speed, causing videos to hang. A network test just a short time ago showed a speed of just 7mbs, which is far short of the promised 26mbs. Carrying out tests at various times during the day shows download speeds ranging from 7mbs to 25 mbs. In my view, this indicates a network bandwidth issue, with speeds slowing considerably at high use times of the day. Whilst I have raised this with the 'chat' service, there only response is to make an appointment for an engineer to visit, which to my mind would be a totally pointless exercise. I do not understand as to why Talktalk cannot refer my problem to their network division for investigation. Has any one else experienced the same problem, or has a resolution.

Gliwmaeden2
Community Star

It's unlikely that the two issues are connected, @John07.

 

Please check in the Home Phone section for updates on the change in the ring tone.

 

Please wait for staff to reach this thread to address the speed issue. 

Gliwmaeden2, a fellow customer.
John07
Participant

Thank you for your comment. It would appear that TT’s response to the change of ring tone is that it is an issue waiting to be fixed. The 50 volt ring current sent to phones is not something which changes by itself and is most likely due to the fact that wrongly specified equipment has been introduced into the network. The question is whether recent network changes have also degraded other aspects of the network functionality.  Network speed tests show how well the NETWORK is performing and in my case, it is way below expectations.

OCE_Michelle
Community Team - TT Staff

Hi John,

 

I can see that you've posted in our UFO section. Just to confirm, do you have a UFO Connection?

 

Thanks

 

John07
Participant
Thank you for your response. I do not have a UFO connection; I have basic fibre, with a minimum connection speed of 26 mbs. During the day only 7-23mbs appears to be available.
 
As a 'newbie', I found the community website extremely difficult to navigate and the only available option to write a post appeared to be under under the UFO heading.

You might have thought that in the main menu a link to write a post would have appeared.

Regards, John
OCE_Chris
Community Team - TT Staff

Hi John,

 

I'm sorry you had difficulty finding the correct place to post. For future reference, on the home screen if you click on the ask the 'ask now' button in the big blue square 'ask the Community' box, you get all the sections listed, this can also be accessed through the orange 'browse' tab on the left hand side of the screen and then by clicking on 'help with your service'


Line test is clear but I can see that your connection is very unstable. Are you experiencing any problems with your telephone service (other than the change of ring tone), any noise on the line?

Chris

John07
Participant

Hi Chris

 

Thank you for your reply. The phone works fine, without noise or any other interference.

 

This morning at around 9 am I plugged my router directly into the NTE5 Line box and used the TalkTalk test facility to check my broadband speed. The average of the 4 tests made was 18.75mbs download and 3 mbs upload. With my phone and extension cable added, the same tests undertaken at 10 am showed  an average download speed of 21.3mbs and an upload of 3mbs - this being marginally better, but still below the 26mbs minimum. 

 

When I had a similar issue a few years back, I vaguely remember the line current being adjusted.

 

I did take screen shots of the results and the router being plugged directly into the Line box if that helps.

 

Regards, John

OCE_Chris
Community Team - TT Staff

Hi John,


Thanks for the information 


Could you leave your router connected to your test socket over the weekend and we'll see if stability improves and the line management system (DLM) moves you back to a faster line profile


Chris

John07
Participant

Hi Chris

 

The router is already connected to the Line box through an extension lead - this is because BT fixed the NTE5 just above the window cil. For clarity, are you requesting that I remove the extension lead and plug the router directly into Linebox via the filter. I assume that I can leave the phone connected, utilising the same filter. 

 

Will you be resetting the line equipment? Do you know whether the Network line equipment has been recently changed? The situation with the USA style ring would suggest recent network modifications.

 

Regards, John

 

OCE_Chris
Community Team - TT Staff

Hi John,


Could you take a look at the Master socket guide and let us know which type of master socket you have

 

What type of extension cable do you have? Is it a replacement, longer version, of the ADSL cable provided with the router, or an extension cable that the ADSL (provided with the router) connects to - hope that makes sense

 

Yes, if possible could you connect the router to the test socket with just the ADSL cable provided with the router (minus the extension lead). It's fine to also connect the telephone to the micro-filter

 

Regarding the change in ringtone, this is unlikely to have caused the issue. The change in ringtone is affecting a number of customer, including myself, and so we would expect to see a lot of people reporting problems with their broadband service if the ring tone issue was causing broadband issues

 

Chris

John07
Participant

Hi Chris

 

As previously stated, the Network terminates on an NTE5.

 

The demarcation point is the front plate of the NTE5 and I will directly connect the router to this point, using the cable and filter provided. There is then no question that the broadband speed provided to the Network Terminating Equipment (NTE5) should be greater than the 26 mbs specified.

 

The extension lead is not Cat5 rated, however, as my tests showed yesterday, it has negligible affect on download speeds.

 

I fully appreciate that a change in ring tone would not directly cause the reported problem, but is an indication that changes have been recently made to local network equipment, which may have had some bearing on my reported problem.

 

Regards, John

OCE_Chris
Community Team - TT Staff

Hi John,


Is the NTE5 the only telephone socket you have in your home?

 

Regarding the test yesterday with the extension lead, your line profile is limiting your sync speed to 25Mbps so removing the extension lead won't result in the router syncing at a speed higher than 25Mbps due to the cap, DLM needs at least 48 hours to monitor and respond to any improvement by moving you to a faster profile, that's why we ask that you leave the router connected directly to the test socket without the extension lead for at least 48 hours


Chris

John07
Participant

Hi Chris

 

Thank you for your reply.

 

I have just the one socket, which is the NTE5. As per my previous message, the router is now connected directly to the NTE5 via the filter, with the phone plugged into the same adapter. 

 

As I have had fibre for quite a few years, it seems strange that the issues now affecting my service have only just appeared.

 

On a positive note, I have noticed that the router suddenly loosing connection has not happend for several days. Also, speed tests this morning were more consistent at around 21mbs.

 

Many thanks for all of your help, which is very much appreciated.

 

Regards, John

OCE_Chris
Community Team - TT Staff

Hi John,

 

Thanks for the information 


The line test is now showing a potential fault so I've logged this out to Openreach for further investigation. It's a non-appointed task so Openreach will check the line external to your home over the next 72 hours but they may contact you directly


Chris

John07
Participant

Hi Chris and thanks for the update.

 

I have had my router directly connected to the NTE5 since last Friday, but have notice no improvement in the speed. I undertook a Service Centre speed test this afternoon, with the result being 18mbps. Whilst the Service Centre page states that the line is working fine, it changes to 'Track Fault' when the stability test is undertaken. I am also puzzled as to how the overnight speed test consistently shows as 26mbps, when the best I have ever received is around 23mbps.

 

Hopefully, the engineer will be able to identify the issue.

 

Regards, John

OCE_Chris
Community Team - TT Staff

No problem John, yes hopefully the engineer will get to the bottom of it 🙂


Chris

John07
Participant

Hi Chris

 

It is now a week since a 'Track Fault' was identified with my broadband connection, yet the line status still shows that the fault is waiting to be allocated to an engineer for further investigaton. I have not heard at all from BT Openreach.

 

Is it normal to wait a week for a response? You previously quoted 72 hours; is that response requirement in the Service Agreement with BT?

 

My Broadband speeds continue to be significantly below the contractual level of 26mbps.

 

Regards, John

OCE_Chris
Community Team - TT Staff

Hi John,

 

The fault ticket still appears to be open but there's been no update yet. I'll check again in the morning and let you know if there's any further update


Chris

John07
Participant

Hi Chris

 

Thanks for your reply.

 

Download speed as low as 12 Mbps this morning.

 

Same message on fault status page - finding an engineer.

 

Have you received any feedback from Openreach?

 

Regards, John

OCE_Chris
Community Team - TT Staff

Hi John,

 

Sorry still not had an update from Openreach but line test is now passing and sync speed is up to 36.4Mbps. Have you noticed any improvement in throughput speed today?

Chris