Unable to Report a Problem

[#1]

Who is your landline provider?

[#2]

TALK TALK

[#3]

Have you asked TalkTalk to run a test on your phone line, or is there a TT auto-test you can run yourself? I know the Quiet Line Test (via 17070) is available on the TT phone service.

As an aside, I noticed TT seem to be offering "Digital Voice" for home phones on full fibre - which was a surprise to me!

[#4]

My thanks to everyone that has tried to help. I think I will look for a new router. In the meantime I have been using a mobile router (so fast) and I may even stay with this.

Regards

K

[#5]

@kozak1 

Acid test - do you have a dial tone, is the line quiet.  If you do not have a handset, then borrow one or find a cheap one, it will be the quickest way of determining the fault ... and given that you have chosen to have phone and broadband from separate suppliers, determine which one needs to address your issue.  A copper circuit fault can have a marked impact on broadband performance, however dealing with copper circuit issues is the responsibility of the telephone service provider - in this case Talk, Talk ... which might explain why the BOT fails.

EDIT: At the level of reported performance, there is zero point investing in a new router until other probable issues have been eliminated.  What is the reluctance to ask Talk Talk to check out the telephone service?

@Marsh / @Windings - any chance of a guru poke please?

[#6]

@kozak1 

From the address checker you would get a decent speed on "fibre" broadband (strictly "part fibre" - SoGEA - Single order Generic Ethernet Access).

However you would lose your landline.

It does sound like you have a line fault but it is possible that the change to "fibre" broadband would fix it as the copper run is shorter.

Otherwise Talktalk would need to fix the line fault.

The downstream and upstream speeds are a bit of a puzzle as well.

[#7]

Heya @kozak1

I have run a test on the line, and it has indeed found a fault; however, it appears that our testing is picking up a potential fault inside your premises, so we would need to run a couple of checks with you before we can get the fault raised when you're free. I would suggest giving our technical team a call so we can run through a couple of checks. If we cannot resolve it over the phone, we will raise a fault further with Openreach.

As you have a landline with another provider, I would normally suggest getting a landline fault repaired firs if any ,but you can give us a call and we will check your broadband

[#8]

Update;

I finally managed to get through to the HELP bot. The fault was identified and an appointment was made with Openreach

within minutes. They were here all day today. The telegraph pole, which is in my front garden, was deemed too dangerous to climb so had to wait for a cherry picker. They replaced the cable from the box to the house. I now have 14 Mbps. Enough for me

for now. I am still using my antique router.

My thanks to everyone that replied

K

[#9]

How does that compare with your previous experience?  Sight of your router stats would be interesting.