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Increasingly frustrated

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42 REPLIES 42
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Team Player

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 

 

 

 

 

 

 

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Community Star

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

 

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Gliwmaeden2
Please click "like" if this helped you!
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Team Player

Ok thanks I have updated my personal details.

 

regards

 

Paul

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Community Team - TT Staff

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

 

 

Highlighted
Team Player

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

 

Nutty1_0-1593536961078.png

 

 

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.

 

 

Highlighted
Team Player
Connection has just gone down at 19:25 !
Highlighted
Team Player

2am back up to speed !

 

Nutty1_0-1593565420073.png

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.

Highlighted
Team Player
Just to add this evening has been the worst ever !
Highlighted
Team Player

Test at 11:25

 

Nutty1_0-1593599119192.png

 

 

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.

 

Highlighted
Team Player

Dropping again see below, now logging date and times

1/7/2020 14:25

 

Nutty1_0-1593610170595.png

 

 

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.

 

Highlighted
Team Player

Any update on the issue 

Have my results been passed to the network team ?

 

Highlighted
Team Player

Any update please ?

 

 

Highlighted
Team Player

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

 

Nutty1_0-1594065518180.png

 

Highlighted
Team Player

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

 

Nutty1_0-1594110984136.pngNutty1_1-1594111065988.png

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

Highlighted
Community Team - TT Staff

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

Highlighted
Team Player

Hi Jo these results are via a wired connection.

Highlighted
Community Team - TT Staff

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

 

Highlighted
Team Player

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.

Nutty1_0-1594145161053.png

 

 

 

 

 

 

 

 

 

 

 

Highlighted
Community Team - TT Staff

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

Highlighted
Team Player

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 !