topic Re: Slow speed/engineer no show in Broadband

Slow speed/engineer no show

christographer — Sat, 07 Jan 2023 19:02:17 GMT

Was meant to have engineer attend on 6th Jan between 8am and 2pm to install new broadband, it's now 7pm on the 7th and no one has turned up, I haven't received any communication, so set up the equipment myself (just plug it into the BT fibre thing on the wall right?)

Signed up for 500mbps fibre but only getting maximum 95mbps, and that's with a wired connection. Even the eero router shows download speed of 94mbps, so the issue is not with wifi/ethernet cables etc. Am I supposed to still be waiting for an engineer to visit

Re: Slow speed/engineer no show

Gliwmaeden2 — Sat, 07 Jan 2023 19:31:15 GMT

Contact Chat, @christographer.

Use the blue button on this page. Opening hours are listed near the bottom.

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

Staff are not back on here before Monday.

Re: Slow speed/engineer no show

Anonymous — Mon, 09 Jan 2023 07:48:45 GMT

Morning,

I'm sorry for the delay. Did you manage to get in touch with our Live Chat Team since your last post?

Thanks

Re: Slow speed/engineer no show

christographer — Mon, 09 Jan 2023 10:01:33 GMT

Not yet, they were closed over the weekend. The "appointment was missed" notification has disappeared from my account now, and I've received an email saying my fibre has gone live, but there's still an active fault which is causing the slow speeds, not sure how long they take to fix.

Re: Slow speed/engineer no show

Anonymous — Mon, 09 Jan 2023 10:10:59 GMT

Hello,

Thanks for confirming. Has the ONT box been installed? Do you have a FTTP order number? Can you add this to your Community Profile please. Please do not post any personal information on the Community.

Thanks

Re: Slow speed/engineer no show

christographer — Mon, 09 Jan 2023 10:22:17 GMT

I already had an ONT box as I was previously with BT. I've now added my FTTP number to my profile.

Re: Slow speed/engineer no show

Chris-TalkTalk — Mon, 09 Jan 2023 11:02:08 GMT

Hi christographer,

The order appears to be complete, could you connect a device directly to the ONT with and Ethernet cable and check the speed

Chris

Re: Slow speed/engineer no show

christographer — Mon, 09 Jan 2023 11:19:30 GMT

Wired connection direct to ONT is 565mbps.

Wired connection via eero is 95mbps.

Re: Slow speed/engineer no show

Chris-TalkTalk — Mon, 09 Jan 2023 11:30:44 GMT

Do you get similar speeds connected to the eero by wifi?

Re: Slow speed/engineer no show

christographer — Mon, 09 Jan 2023 11:36:58 GMT

WiFi speed is around 85mbps. Could it be caused by the active fault?

Re: Slow speed/engineer no show

ferguson — Mon, 09 Jan 2023 11:49:11 GMT

Are you using the same cable when connecting to the eero and ONT?

Re: Slow speed/engineer no show

christographer — Mon, 09 Jan 2023 11:51:02 GMT

Yes.

Re: Slow speed/engineer no show

Chris-TalkTalk — Mon, 09 Jan 2023 11:55:26 GMT

No, I don't think it's anything to do with the open fault, everything looks OK from our end and the fact that you're getting full speed at the ONT confirms this. Could you switch the ONT and eero off and leave them off for at least 30 minutes then switch back on and retest

Chris

Re: Slow speed/engineer no show

christographer — Mon, 09 Jan 2023 12:17:57 GMT

Restarted them. Wired connection now saying 309mbps and wireless 182mbps, is that normal for 500mbps speeds?

Re: Slow speed/engineer no show

Chris-TalkTalk — Mon, 09 Jan 2023 12:24:16 GMT

Is that via the Eero or directly to ONT?

Re: Slow speed/engineer no show

christographer — Mon, 09 Jan 2023 12:29:28 GMT

Via the eero. Wired connection directly into the ONT is over 500mbps, but around 300mbps via eero, the speed on the eero app is also showing 328mbps.

Re: Slow speed/engineer no show

Chris-TalkTalk — Mon, 09 Jan 2023 12:54:48 GMT

Do you have a number of devices connected to the eero? Just wondering if other devices could be using bandwidth when you run the test

Chris

Re: Slow speed/engineer no show

christographer — Mon, 09 Jan 2023 13:20:51 GMT

It seems to have stabilised at 516Mbps now. Thanks for your time and advice.

Re: Slow speed/engineer no show

Chris-TalkTalk — Mon, 09 Jan 2023 13:24:08 GMT

No problem 🙂

Re: Slow speed/engineer no show

christographer — Fri, 27 Jan 2023 21:44:27 GMT

Ok I'm still having issues. Devices keep disconnecting, xbox disconnects, Roku disconnects, smart devices disconnect, Roku and Xbox can't even connect to WiFi because my router isn't even showing in available network connections. Network connection tests via talktalk website keeps showing fault since day 1, and it has been 20 days of this 💩.