topic Re: New Gfast modem in Fibre

New Gfast modem

coinup — Thu, 31 Oct 2024 12:30:58 GMT

I have a new modem a Sagemcom F@st 4370, coming from a Huawei MT992 with a Gfast connection. Tested the internet downspeed, where in the past I was getting 280mbps i'm now getting 190mbps.

Do I have to wait until the DLM adjusts to the new Modem?

Re: New Gfast modem

Divsec — Thu, 31 Oct 2024 13:27:29 GMT

Hi @coinup think you got it in one. How long have you had the new router connected?

Re: New Gfast modem

coinup — Thu, 31 Oct 2024 13:29:46 GMT

I've had the new modem connected for an hour and a half.

Re: New Gfast modem

Chris-TalkTalk — Thu, 31 Oct 2024 13:46:14 GMT

Hi coinup,

Could you switch the modem and router off and leave them off for at least 30 minutes, then switch back on and check the speed again. Please let us know how you get on

Chris

Re: New Gfast modem

coinup — Thu, 31 Oct 2024 16:02:25 GMT

Turned them both off for 40min and no change, upload speed OK though.

Re: New Gfast modem

Chris-TalkTalk — Fri, 01 Nov 2024 07:33:05 GMT

Hi coinup,

OK thanks. Could you temporarily switch back to the old modem and check to see if the speeds come back up again

Chris

Re: New Gfast modem

coinup — Fri, 01 Nov 2024 08:26:38 GMT

Now 200mbps with old modem.

Re: New Gfast modem

Karl-TalkTalk — Fri, 01 Nov 2024 11:43:40 GMT

As the profile settings are correct, and speeds are lower than they should be, the next option is to progress towards an engineer.

Do you want to arrange this now ?

Thanks

Karl.

Re: New Gfast modem

coinup — Fri, 01 Nov 2024 12:11:00 GMT

Will I be charged for the engineer visit?

Re: New Gfast modem

Karl-TalkTalk — Fri, 01 Nov 2024 12:15:54 GMT

You would not be charged if the fault is external etc.

Details of engineer charges can be viewed at :

https://community.talktalk.co.uk/t5/Articles/Engineer-charges/ta-p/2207291

Thanks

Karl.

Re: New Gfast modem

coinup — Fri, 01 Nov 2024 12:28:40 GMT

I think I'm going to give it 10 days for the DLM to speed up. I have had similar issues in the past that fixed themselves and to be honest the engineer charges are a bit confusing so I'm going to leave it for now, I may message you in 10 days about this if that's okay.

Re: New Gfast modem

Karl-TalkTalk — Fri, 01 Nov 2024 12:34:35 GMT

No Problem 🙂

Karl

Re: New Gfast modem

coinup — Mon, 18 Nov 2024 22:32:16 GMT

Just checking things, and for some reason my internet speed has suddenly in the space of a couple of hours been reduced to 70mbps or so down and 20mbps up speed. I have arranged hastily for an engineer visit hoping for the issue to be fixed or has someone made an error somewhere??? at talktalk?? were my normal speeds for the last several years have been in the 280mbps down speed range.

Re: New Gfast modem

Gliwmaeden2 — Mon, 18 Nov 2024 23:04:12 GMT

Re-escalating this for you, @coinup.

Re: New Gfast modem

Anonymous — Wed, 20 Nov 2024 07:26:56 GMT

Hello,

I'm really sorry for the delay in getting back to you. Has the engineer managed to resolve this for you or do you still need our assistance?

Thanks

Michelle

Re: New Gfast modem

coinup — Wed, 20 Nov 2024 09:41:45 GMT

Yes the issue has now been resolved.

Re: New Gfast modem

Anonymous — Wed, 20 Nov 2024 09:49:35 GMT

Good morning,

I'm glad to hear this and thanks for confirming.

Thanks

Michelle

Re: New Gfast modem

coinup — Wed, 20 Nov 2024 10:43:23 GMT

Just to confirm I won't be charged £75 as it was an external fault?

Re: New Gfast modem

Anonymous — Wed, 20 Nov 2024 10:46:22 GMT

Hello,

If the fault was located on Openreach maintained equipment then no charges should apply.

Thanks

Michelle

Re: New Gfast modem

coinup — Wed, 20 Nov 2024 10:47:38 GMT

Yes the issue was in the cabinet.