topic Re: Slow Speeds Fibre 900 in Fibre

Slow Speeds Fibre 900

JSH2644 — Fri, 01 Sep 2023 10:33:23 GMT

Hi,

Last night around 12pm, my internet started dropping out every 5-10 minutes. This morning, the internet has stopped dropping out but I’m only getting 90-100mbps instead of 900+. This is the fourth time this has happened in as many months since getting Fibre 900 installed. The other times the problem has randomly fixed itself but takes between 3 days and 2 weeks to do that. To be honest I’m just tired of going around in circles with support and wasting so much time trying solutions which don’t work. This is my last resort before leaving TalkTalk.

Thank you,

Jamie

Re: Slow Speeds Fibre 900

Chris-TalkTalk — Fri, 01 Sep 2023 12:00:44 GMT

Hi JSH2644,

I'm sorry to hear that you're experiencing problems with your service. Was your service installed by Openreach or City Fibre?

Chris

Re: Slow Speeds Fibre 900

JSH2644 — Fri, 01 Sep 2023 12:16:32 GMT

City Fibre

Re: Slow Speeds Fibre 900

Chris-TalkTalk — Fri, 01 Sep 2023 12:55:44 GMT

OK thanks. Could you add your address to the private notes section of your community profile.

Thanks

Chris

Re: Slow Speeds Fibre 900

JSH2644 — Fri, 01 Sep 2023 13:02:42 GMT

I have added my address

Re: Slow Speeds Fibre 900

Chris-TalkTalk — Fri, 01 Sep 2023 13:22:40 GMT

OK, thanks for that. Could you switch the ONT and router off for 30 minutes, then switch back on and retest. Please let us know how you get on

Chris

Re: Slow Speeds Fibre 900

JSH2644 — Fri, 01 Sep 2023 13:28:28 GMT

I have already tried this but it didn’t help

Re: Slow Speeds Fibre 900

Chris-TalkTalk — Fri, 01 Sep 2023 13:40:22 GMT

Could I just ask when you last tried it?

Chris

Re: Slow Speeds Fibre 900

JSH2644 — Fri, 01 Sep 2023 13:46:09 GMT

About 3-4 hours ago

Re: Slow Speeds Fibre 900

Chris-TalkTalk — Fri, 01 Sep 2023 14:06:43 GMT

OK thanks. Could you try connecting a device directly to the ONT with an Ethernet cable, bypassing the eero, and check to see if speed is still low

Chris

Re: Slow Speeds Fibre 900

JSH2644 — Fri, 01 Sep 2023 14:14:21 GMT

Yeah I’m getting 94mbps upload and download directly to the ONT.

Re: Slow Speeds Fibre 900

Debbie-TalkTalk — Mon, 04 Sep 2023 06:49:16 GMT

Hi JSH2644

Thanks for confirming this.

I have escalated this fault to be investigated further and I will post back as soon as I have additional updates.

Thanks again.

Re: Slow Speeds Fibre 900

Debbie-TalkTalk — Wed, 06 Sep 2023 08:34:02 GMT

Hi JSH2644

Apologies for the delay.

I've requested an update on this fault and I will post back here as soon as I have further information.

Thanks

Debbie

Re: Slow Speeds Fibre 900

Debbie-TalkTalk — Thu, 07 Sep 2023 06:24:33 GMT

Hi JSH2644

My colleague from our Faults Team has advised that they have contacted you to do some further testing and that you are testing with a different ethernet cable.

Thanks

Re: Slow Speeds Fibre 900

JSH2644 — Thu, 07 Sep 2023 08:21:08 GMT

I contacted support on Twitter/X yesterday but they are taking a long time to reply. I started testing myself as I knew what they would advise after the last few times. I’ve tried a different ethernet cable and reset the router and ONT for 30 minutes. Last time I was also sent a replacement router but that wasn’t the problem. I’m still getting 94mbps upload and download directly from the ONT.

Thanks

Re: Slow Speeds Fibre 900

Debbie-TalkTalk — Thu, 07 Sep 2023 08:22:03 GMT

Hi JSH2644

Did you receive a phone call yesterday? (from our Faults Team)

Re: Slow Speeds Fibre 900

JSH2644 — Thu, 07 Sep 2023 08:35:34 GMT

They may have called but my phone can’t receive calls at the moment so I couldn’t have answered.

Re: Slow Speeds Fibre 900

Debbie-TalkTalk — Thu, 07 Sep 2023 08:42:40 GMT

Hi JSH2644

Please can you send me a Private Message with your mobile number, our Faults Team will need to contact you to arrange an engineer visit.

Thanks

Re: Slow Speeds Fibre 900

Debbie-TalkTalk — Thu, 07 Sep 2023 09:05:13 GMT

Hi JSH2644

Thanks for the Private Message.

I have passed your number to my colleague who will contact you today and arrange the engineer visit.

Re: Slow Speeds Fibre 900

Debbie-TalkTalk — Fri, 08 Sep 2023 06:54:51 GMT

Hi JSH2644

Did my colleague contact you to arrange the engineer visit?