Package switch slower speed.

I signed up for Fibre 65 and lost my connection for a couple of minutes later in the day when it came back i tested and got 21Mbps, i went on live chat and after half an hour going through stuff i lost connection again, when it came back i had lost all the chat i had so far and couldn't get into my router using my own password it turned out the router had been reset, i eventually got back in and i got the test result below, the maximum i can now get is 36,805 kbps (from router stats below) but its connected at 31.9 Mbps,

These were the speeds predicted in the email - Fibre 65 - You can look forward to an estimated download speed between 60.0Mbps and 80.0Mbps with a minimum guaranteed speed of 50.7Mbps.


Edit 21 Feb - today i turned the router off and left it off for more than 30 mins and it hasn't worked i am still getting 24 Mbps in the router stats 20 Feb.


My usual router stats https://community.talktalk.co.uk/t5/image/serverpage...

Router stats after disconnect 20 Feb - https://community.talktalk.co.uk/t5/image/serverpage...

Router stats 21 Feb - https://i.postimg.cc/MpCsZVK6/mmm.jpg

Speed test after speed dropped - https://community.talktalk.co.uk/t5/image/serverpage...


Router stats day one https://community.talktalk.co.uk/t5/image/serverpage...

Router stats day two - https://i.postimg.cc/dtTrsX7C/mmuummmmmm.jpg
.

Edited by Chippy_Tea_ (Mon 22-Feb-21 15:30:44)

Whats the noise margin

Edited by dect (Mon 22-Feb-21 15:34:44)

https://i.postimg.cc/dtTrsX7C/mmuummmmmm.jpg

https://community.talktalk.co.uk/t5/image/serverpage...

Edited by Chippy_Tea_ (Mon 22-Feb-21 15:32:38)

In reply to a post by Chippy_Tea_:

https://i.postimg.cc/dtTrsX7C/mmuummmmmm.jpg

https://community.talktalk.co.uk/t5/image/serverpage...

I personally think something is seriously wrong, the attenuation is all over the place.

are you getting dial tone?

In reply to a post by dect:

In reply to a post by Chippy_Tea_:

https://i.postimg.cc/dtTrsX7C/mmuummmmmm.jpg

https://community.talktalk.co.uk/t5/image/serverpage...

I personally think something is seriously wrong, the attenuation is all over the place.

I haven't a clue what that means, before the dropped connection i was getting 70Mbps in the router stats i am now seeing 24Mbps and its been like that since the it came back on, i have added todays router stats below.

This is from today (a moment ago) https://i.postimg.cc/8cpsY6Ry/tt22.jpg

In reply to a post by dect:

are you getting dial tone?

Just checked and Yes and no unusual noise.

In reply to a post by Chippy_Tea_:

In reply to a post by dect:

In reply to a post by Chippy_Tea_:

https://i.postimg.cc/dtTrsX7C/mmuummmmmm.jpg

https://community.talktalk.co.uk/t5/image/serverpage...

I personally think something is seriously wrong, the attenuation is all over the place.

I haven't a clue what that means, before the dropped connection i was getting 70Mbps in the router stats i am now seeing 24Mbps and its been like that since the it came back on, i have added todays router stats below.

This is from today (a moment ago) https://i.postimg.cc/8cpsY6Ry/tt22.jpg

How far are you from your DSLAM/Cabinet ?


Edit: The line attenuation thats been recorded varies massive for example 34.6, 39.0 and 41.8, the power levels also vary as well 4.1, 5.2 and 6.8

You really need to get this reported to your ISP so it can be investigated, your also below the handback speed so they certainly should be taking a look.

Edited by dect (Mon 22-Feb-21 16:00:01)

You really need to get this reported to your ISP so it can be investigated, your also below the handback speed so they certainly should be taking a look.

Thanks, i tried live chat to support but the second disconnection wiped that out and having spent half an hour going through the script i couldn't face another, i have posted in the community forum and await an answer from an OCE, the connection is fine so i am not too fussed about it taking a couple of days for them to pick up my post i just thought i would ask here to see if anyone could point me in the right direction.
.

Edited by Chippy_Tea_ (Mon 22-Feb-21 16:05:43)

In reply to a post by Chippy_Tea_:

You really need to get this reported to your ISP so it can be investigated, your also below the handback speed so they certainly should be taking a look.

Thanks, i tried live chat to support but the second disconnection wiped that out and having spent half an hour going through the script i couldn't face another, i have posted in the community forum and await an answer from an OCE, the connection is fine so i am not too fussed about it taking a couple of days for them to pick up my post i just thought i would ask here to see if anyone could point me in the right direction.
.

Did they send an engineer out to the cab on switchover day? Have you got another router you could try to exclude that from causing the issue?

In reply to a post by Chippy_Tea_:

i am not too fussed about it taking a couple of days for them to pick up my post i just thought i would ask here to see if anyone could point me in the right direction.

Sadly that is the trade off of lower price. With a different ISP, I would be straight on the phone.

It could be as simple as flooding in the cabling between your home and the cabinet, given the recent rains

Did they send an engineer out to the cab on switchover day? Have you got another router you could try to exclude that from causing the issue?

This was the part of the email that discussed an engineer i have no idea if one actually went to the cabinet.


If you have an engineer booked, we'll confirm when they're coming within 24 hours. Don't worry if the time doesn't suit you. We can always re-arrange.
You are now on a new 18-month contract. Have a look at your full terms and conditions here.
Enjoy your updated package

Edited by Chippy_Tea_ (Mon 22-Feb-21 16:22:08)

In reply to a post by jchamier:

In reply to a post by Chippy_Tea_:

i am not too fussed about it taking a couple of days for them to pick up my post i just thought i would ask here to see if anyone could point me in the right direction.

Sadly that is the trade off of lower price. With a different ISP, I would be straight on the phone.

It could be as simple as flooding in the cabling between your home and the cabinet, given the recent rains

I might give online chat a go later as the connection has been very stable for couple of days.

.

Edited by Chippy_Tea_ (Mon 22-Feb-21 16:24:49)

How is it possible that you have an estimated download speed between 60.0Mbps and 80.0Mbps with a line attenuation of 40dB???

This is quite strange. I also have TalkTalk Fibre FTTC but I get stable 80/20 Mbps last 1 year with 18dB line attenuation.

What is the firmware version of your router?
Mine is TalkTalk Wi-Fi Hub version SG4K10002816t

It should read the same. Was wondering if those disconnects were related to TalkTalk updating your firmware. Also what was your previous provider and what speeds and line attenuation were you getting then?

Are these problems that you are facing, immediately emerged following your switch to TalkTalk?

Have you allowed the router to be on for 10 consecutive days? You do realize turning off the router disrupts the DLM process? DLM will not be able to determine the most stable line if you keep turning it off.

If you are indeed confident that you were getting higher stable speeds with your previous provider, then you should test after 10 days to see if things normalize on their own.

Edit: I am seeing weird power dBm stats 4.10, 5.20 and 6.80.

My Power [dBm] 12.90 7.40

Not sure if those are normal or expected if you are syncing at lower speeds. But it could signal faulty router, if I'm not mistaken.

Edited by BLaZiNgSPEED (Tue 23-Feb-21 11:21:59)

In reply to a post by BLaZiNgSPEED:

How is it possible that you have an estimated download speed between 60.0Mbps and 80.0Mbps with a line attenuation of 40dB???

This is quite strange. I also have TalkTalk Fibre FTTC but I get stable 80/20 Mbps last 1 year with 18dB line attenuation.

What is the firmware version of your router?
Mine is TalkTalk Wi-Fi Hub version SG4K10002816t


Not sure if those are normal or expected if you are syncing at lower speeds. But it could signal faulty router, if I'm not mistaken.

Thanks for trying to help.

I haven't switched provider i have moved from a TalkTalk 80Mbps FTTC package to fibre 65.

Firmware Version: SG4K10002816t

I don't think it can be the router as it was working perfectly before the disconnection and is giving the same speed test result as the speed showing in the router stats, its as if i have been capped at 24Mbps.

.

Edited by Chippy_Tea_ (Tue 23-Feb-21 15:30:10)

I have read this in the TT forum which is very similar to my problem -



new contract on Fibre 65

Hello everyone

I have signed a new fibre 65 - 18 month contract with a guarantee of 45Mbps, However it is only running at 23 Mbps down from 30 Mbps yesterday. On my old contract i was having regular speeds of 34 Mbps. I have done the speed test on a wired device to give me a true speed test and i've got to say i am overly disappointed at the speed i'm getting. Also i have turned off the hub and back on but no different. Can anyone help me in this matter. Thank you for your help and time in reading this and hopefully someone can come up with an answer.

Kind Regards

A .Loynes

Update.

I ran a live connection test a moment ago and it found a problem i then got the message below.

Live test - https://www.talktalk.co.uk/help/servicestatus/



Hello,
We have run a test and found a problem between the exchange and your home.
We have booked an Openreach engineer to fix the fault within the next 2-3 working days.
There is no charge to you for this and you do not need to be at home for the engineer to fix the fault.
We'll update you via email and SMS as soon as we have it resolved.
Your TalkTalk team

In reply to a post by Chippy_Tea_:

Hello,
We have run a test and found a problem between the exchange and your home.
We have booked an Openreach engineer to fix the fault within the next 2-3 working days.
There is no charge to you for this and you do not need to be at home for the engineer to fix the fault.
We'll update you via email and SMS as soon as we have it resolved.
Your TalkTalk team

There is certainly something wrong (in my opinion), I do hope they find it and your speed returns to its correct level, the nagging thing for me is why it coincided with your switch (thats why I asked about an engineer on day of switch).

Edited by dect (Tue 23-Feb-21 22:27:56)

I don't think there was any physical change to the service, the OP was on an 80/20 service and TalkTalk 65 is the same thing. A TalkTalk account admin change is not going to cause the line attenuation to go crazy. So just a coincidence that a line fault happened around the same time.

In reply to a post by Realalemadrid:

I don't think there was any physical change to the service, the OP was on an 80/20 service and TalkTalk 65 is the same thing. A TalkTalk account admin change is not going to cause the line attenuation to go crazy. So just a coincidence that a line fault happened around the same time.

I suspect you're right but I'm not a great believer in coincidences

In reply to a post by Chippy_Tea_:

In reply to a post by BLaZiNgSPEED:

How is it possible that you have an estimated download speed between 60.0Mbps and 80.0Mbps with a line attenuation of 40dB???

This is quite strange. I also have TalkTalk Fibre FTTC but I get stable 80/20 Mbps last 1 year with 18dB line attenuation.

What is the firmware version of your router?
Mine is TalkTalk Wi-Fi Hub version SG4K10002816t


Not sure if those are normal or expected if you are syncing at lower speeds. But it could signal faulty router, if I'm not mistaken.

Thanks for trying to help.

I haven't switched provider i have moved from a TalkTalk 80Mbps FTTC package to fibre 65.

Firmware Version: SG4K10002816t

I don't think it can be the router as it was working perfectly before the disconnection and is giving the same speed test result as the speed showing in the router stats, its as if i have been capped at 24Mbps.

.

But there is no TalkTalk 80Mbps FTTC package as a name. The TalkTalk Fibre 65 package is actually the 80Mbps package (but it is numbered as 65 to indicate the Superfast package), so you have not switched package at all. What you are saying is that you re-contracted with TalkTalk, not switched to them!

So what you are basically saying is that you remained as customer after your initial contract ended, but somehow it appears that TalkTalk by mistake have put you on lower speed caps? If this is the case, then it wouldn't be a technical fault. Unless it was sheer coincidence that a technical fault occurred following the re-contract. Normally things should remain as they are unless TalkTalk have fiddled with your connection by mistake.

I am assuming your service was good prior. That means surely when you were getting better speeds before, your line attenuation cannot have been 40dB. No one with a 40dB attenuation would have 60-80 Mbps speed estimates as the line to cabinet would be too far away.

In reply to a post by BLaZiNgSPEED:

your line attenuation cannot have been 40dB. No one with a 40dB attenuation would have 60-80 Mbps speed estimates as the line to cabinet would be too far away.

Thats something we can all agree on (hopefully), with a consistent attenuation of 40.dB I would expect the OP to be somewhere between 2.5-3k from the cab and a speed not much more than 3-4Mbps so thats why I believe there is an issue.

But there is no TalkTalk 80Mbps FTTC package as a name.

I didn't say there was a package named 80Mbps i think most of the people reading this who thought they might be able to help would have realised i meant it was a package capped at 80Mbps.

The TalkTalk Fibre 65 package is actually the 80Mbps package (but it is numbered as 65 to indicate the Superfast package), so you have not switched package at all. What you are saying is that you re-contracted with TalkTalk, not switched to them!

I didn't spend time looking into what the new package was based on all i was interested in was saving money and getting similar speeds to what i was getting so had no way of knowing this was what i was already on.

So what you are basically saying is that you remained as customer after your initial contract ended,

No i wasn't out of contract they emailed me offering to put me on a new package called Fibre 65 i phoned them and got a £6 per month reduction for signing up early.

If this is the case, then it wouldn't be a technical fault. Unless it was sheer coincidence that a technical fault occurred following the re-contract. Normally things should remain as they are un less TalkTalk have fiddled with your connection by mistake.

As you have pointed out this is the same package with a new name it looks like by sheer coincidence something has gone wrong between the exchanged and my house confirmed by tth email i posted earlier saying they have arranged for a OR engineer to fix this.

Hello,
We have run a test and found a problem between the exchange and your home.
We have booked an Openreach engineer to fix the fault within the next 2-3 working days.
There is no charge to you for this and you do not need to be at home for the engineer to fix the fault.
We'll update you via email and SMS as soon as we have it resolved.
Your TalkTalk team

I am assuming your service was good prior. That means surely when you were getting better speeds before, your line attenuation cannot have been 40dB. No one with a 40dB attenuation would have 60-80 Mbps speed estimates as the line to cabinet would be too far away.

If you look at the image in link number one you will see prior to the disconnection i was connected at 72Mbps this has been rock steady for months.



My usual router stats https://community.talktalk.co.uk/t5/image/serverpage...

Router stats after disconnect 20 Feb - https://community.talktalk.co.uk/t5/image/serverpage...

Router stats 21 Feb - https://i.postimg.cc/MpCsZVK6/mmm.jpg

Speed test after speed dropped - https://community.talktalk.co.uk/t5/image/serverpage...


Router stats day one https://community.talktalk.co.uk/t5/image/serverpage...

Router stats day two - https://i.postimg.cc/dtTrsX7C/mmuummmmmm.jpg

Edited by Chippy_Tea_ (Wed 24-Feb-21 18:03:42)

In reply to a post by dect:

In reply to a post by BLaZiNgSPEED:

your line attenuation cannot have been 40dB. No one with a 40dB attenuation would have 60-80 Mbps speed estimates as the line to cabinet would be too far away.

Thats something we can all agree on (hopefully), with a consistent attenuation of 40.dB I would expect the OP to be somewhere between 2.5-3k from the cab and a speed not much more than 3-4Mbps so thats why I believe there is an issue.

Thanks, this is a typical speed test result prior to my recent disconnection -

https://community.talktalk.co.uk/t5/image/serverpage...

Good news, the engineer has been and its sorted.


Hello,
We've sent an engineer to fix a problem with your line and we're now monitoring it. Your connection might take a few days to adjust. If you find that you are having any further issues after 2 days please go to your online service centre where you can live chat to our support team.
Your TalkTalk team

In reply to a post by Chippy_Tea_:

Good news, the engineer has been and its sorted.


Hello,
We've sent an engineer to fix a problem with your line and we're now monitoring it. Your connection might take a few days to adjust. If you find that you are having any further issues after 2 days please go to your online service centre where you can live chat to our support team.
Your TalkTalk team

Thats great news

Thanks.

My wife saw the Openreach engineer climbing the pole at the end of the street shortly after
the connection dropped when it reconnected later she did a speed teat and it was back to normal, was this a coincidence, what would the Openreach engineer be doing on the pole if it wasn't?

Edited by Chippy_Tea_ (Thu 25-Feb-21 19:32:59)

Could have been coincidence, might have been trying to get a signal on his phone!