Increasingly frustrated

[Nutty1]

I have withing the last fortnight experienced sub guaranteed broadband speeds.

I have been in touch with customer service agents and been through a few checks.

The issue starts at between 18:30 and 19:00 and ends just after midnight where my broadband speed (check using Talk Talk speed test) drops to between 2mb and 6mb download.

I have gone through all the normal checks and have now been asked to bypass the master FTTC socket (inbuilt filter) and connect directly to the test socket using a filter.

This has made no difference and the peak time issues are still occurring, I am happy with talk talk in general and really cant be arsed to move to a different supplier as I am aware the infrastructure is the same for all the suppliers albeit Talk Talk do have their own equipment in the exchange. I am quite technical and know the issue is external to the property but seems to be falling on deaf ears.

Rant over where do I go from here ? Can my issue be escalated to a technical operative as I have been through all the normal checks, resets bypassed master socket etc.

Thanks in advance for any assistance 

[Gliwmaeden2]

@Nutty1, staff will be back on here during business hours Monday-Friday.

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Go via your avatar/name; settings; launch profile wizard; make sure you put in your landline phone number and a fallback mobile phone number; click finish to save. 

[Nutty1]

Ok thanks I have updated my personal details.

regards

Paul

[OCE_Michelle]

Hi Nutty1,

I'm sorry to hear this and I'll take a look now.

I've run a test on the line now which is clear. Please can you run a few more wired speed tests at different times of the day and also run a wired ping and trace route when the speeds are good and also when the speeds drops and post the results into the thread. We can then raise this over to our Network Team for further investigation.

Run a Ping or Traceroute

Thanks

[Nutty1]

See below speedtest and ping / tracert test, not happy 😞 

C:\Users\pauls>ping google.co.uk

Pinging forcesafesearch.google.com [216.239.38.120] with 32 bytes of data:

Reply from 216.239.38.120: bytes=32 time=14ms TTL=116

Reply from 216.239.38.120: bytes=32 time=13ms TTL=116

Reply from 216.239.38.120: bytes=32 time=13ms TTL=116

Reply from 216.239.38.120: bytes=32 time=14ms TTL=116

Ping statistics for 216.239.38.120:

    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),

Approximate round trip times in milli-seconds:

    Minimum = 13ms, Maximum = 14ms, Average = 13ms

C:\Users\pauls>tracert google.co.uk

Tracing route to forcesafesearch.google.com [216.239.38.120]

over a maximum of 30 hops:

  1     2 ms     1 ms     1 ms  ttrouter [192.168.1.1]

  2    21 ms    16 ms    12 ms  ae51-ner001.mlk.as13285.net [78.144.1.25]

  3     *       14 ms    61 ms  ae51-scr102.thw.as13285.net [78.144.1.24]

  4    43 ms    12 ms   128 ms  74.125.51.110

  5     *       22 ms    14 ms  216.239.40.81

  6    15 ms    17 ms    14 ms  172.253.68.213

  7    15 ms    16 ms    15 ms  any-in-2678.1e100.net [216.239.38.120]

Trace complete. Trace complete.

[Nutty1]

Connection has just gone down at 19:25 !

[Nutty1]

2am back up to speed !

Pinging forcesafesearch.google.com [216.239.38.120] with 32 bytes of data:

Reply from 216.239.38.120: bytes=32 time=9ms TTL=118

Reply from 216.239.38.120: bytes=32 time=9ms TTL=118

Reply from 216.239.38.120: bytes=32 time=8ms TTL=118

Reply from 216.239.38.120: bytes=32 time=9ms TTL=118

Ping statistics for 216.239.38.120:

    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),

Approximate round trip times in milli-seconds:

    Minimum = 8ms, Maximum = 9ms, Average = 8ms

Tracing route to forcesafesearch.google.com [216.239.38.120]

over a maximum of 30 hops:

  1     1 ms    <1 ms    <1 ms  ttrouter [192.168.1.1]

  2     7 ms     6 ms     7 ms  ae51-ner001.mlk.as13285.net [78.144.1.25]

  3    11 ms     9 ms    11 ms  ae51-scr102.thw.as13285.net [78.144.1.24]

  4     8 ms     7 ms     8 ms  74.125.51.108

  5     8 ms     8 ms     8 ms  216.239.40.81

  6     9 ms     9 ms     8 ms  172.253.68.213

  7     9 ms     9 ms     9 ms  any-in-2678.1e100.net [216.239.38.120]

Trace complete.

[Nutty1]

Just to add this evening has been the worst ever !

[Nutty1]

Test at 11:25

C:\Users\pauls>ping google.co.uk

Pinging forcesafesearch.google.com [216.239.38.120] with 32 bytes of data:

Reply from 216.239.38.120: bytes=32 time=13ms TTL=118

Reply from 216.239.38.120: bytes=32 time=14ms TTL=118

Reply from 216.239.38.120: bytes=32 time=12ms TTL=118

Reply from 216.239.38.120: bytes=32 time=12ms TTL=118

Ping statistics for 216.239.38.120:

    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),

Approximate round trip times in milli-seconds:

    Minimum = 12ms, Maximum = 14ms, Average = 12ms

C:\Users\pauls>tracert google.co.uk

Tracing route to forcesafesearch.google.com [216.239.38.120]

over a maximum of 30 hops:

  1     4 ms     1 ms    <1 ms  ttrouter [192.168.1.1]

  2     7 ms     6 ms     6 ms  ae51-ner001.mlk.as13285.net [78.144.1.25]

  3     9 ms     9 ms     8 ms  ae51-scr102.thw.as13285.net [78.144.1.24]

  4    11 ms     8 ms     8 ms  74.125.51.108

  5    40 ms     9 ms    12 ms  216.239.40.81

  6     9 ms     9 ms     9 ms  172.253.68.213

  7    10 ms     9 ms     8 ms  any-in-2678.1e100.net [216.239.38.120]

Trace complete.

[Nutty1]

Dropping again see below, now logging date and times

1/7/2020 14:25

C:\Users\pauls>ping google.co.uk

Pinging forcesafesearch.google.com [216.239.38.120] with 32 bytes of data:

Reply from 216.239.38.120: bytes=32 time=62ms TTL=118

Reply from 216.239.38.120: bytes=32 time=13ms TTL=118

Reply from 216.239.38.120: bytes=32 time=17ms TTL=118

Reply from 216.239.38.120: bytes=32 time=17ms TTL=118

Ping statistics for 216.239.38.120:

    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),

Approximate round trip times in milli-seconds:

    Minimum = 13ms, Maximum = 62ms, Average = 27ms

C:\Users\pauls>tracert google.co.uk

Tracing route to forcesafesearch.google.com [216.239.38.120]

over a maximum of 30 hops:

  1     4 ms     1 ms     1 ms  ttrouter [192.168.1.1]

  2    14 ms    12 ms    13 ms  ae51-ner001.mlk.as13285.net [78.144.1.25]

  3    16 ms    14 ms    15 ms  ae51-scr102.thw.as13285.net [78.144.1.24]

  4    13 ms    12 ms    12 ms  74.125.51.108

  5    60 ms    45 ms    38 ms  216.239.40.81

  6    17 ms    30 ms    53 ms  172.253.68.213

  7    20 ms    20 ms    20 ms  any-in-2678.1e100.net [216.239.38.120]

Trace complete.

[Nutty1]

Any update on the issue 

Have my results been passed to the network team ?

[Nutty1]

Any update please ?

[Nutty1]

Any update ? Still experiencing very poor speeds in the evenings !! 20:58 6/7/2020

[Nutty1]

09:35 07/07/2020 Speeds fine in the morning

traceroute to www.google.com (216.239.38.120), 30 hops max, 60 byte packets
1 ae51-ner001.mlk.as13285.net (78.144.1.25) 6.393 ms 6.382 ms 6.363 ms
2 ae51-scr102.thw.as13285.net (78.144.1.24) 13.508 ms 7.702 ms 8.185 ms
3 74.125.51.108 (74.125.51.108) 8.171 ms 74.125.51.110 (74.125.51.110) 8.156 ms 8.350 ms
4 * * *
5 any-in-2678.1e100.net (216.239.38.120) 8.476 ms 8.942 ms 8.434 ms

[SocialTeamJo]

Hi Nutty1,

I'm sorry this has been a frustrating experience. 

Just to confirm, have those ping and trace results been done over a wired or wireless connection?

Thanks,

Jo

[Nutty1]

Hi Jo these results are via a wired connection.

[SocialTeamJo]

Thanks for confirming, Nutty1.

The router is connected at 37.3Mbps, but I can see there have been some drops in connection.

Can you advise which type of telephone socket you have, please? Your guide to master sockets

Thanks,

Jo

[Nutty1]

7-7-20 190:02

The socket is an FCC the issue is in the evenings I have been onto support again today

and been through the whole process again transcript attached below as I cannot take much more of the one liner questions then wait a week for a response.

How do I claim compensation for the poor service ?

I feel my service is being throttled in the evening ! 

Right on cue 7pm boom speed has dropped to dial up speeds.

[OCE_Chris]

Hi Nutty1,

I'm really sorry for any inconvenience caused by this issue. There was an incident raised regarding potential congestion for some customers on your exchange, but this was identified and resolved in early May. I can't see any reason now why your speed should now be low in the evening

Could you switch your router off and leave it off for at least 30 minutes then switch back on and retest this evening. if speeds are still low please let me know and I'll log it over to our network team for investigation (switching the router off for at least 30 minutes will force a new session)

Chris

[Nutty1]

Hi Chris I will switch off for 30 MIns now, for your info Openreach have just been to my property and check everything over and reported no issues with the line.

I explained the issues I am having and he said the issue has to be with the provider.

Once the new session has started I will let you know how I get on this evening at 7pm as this is when I get shouted at by the family !

Thanks for the info though it was pleasing to get a response !