topic Re: New router but internet VERY painfully slow in Fibre

New router but internet VERY painfully slow

ChristoffBas — Mon, 16 Feb 2026 16:29:43 GMT

I have just received a new TalkTalk router after the previous one was faulty, but now the internet connection is extremely slow - please help!

Re: New router but internet VERY painfully slow

Mandisa-TT — Mon, 16 Feb 2026 16:30:48 GMT

Hi @ChristoffBas I will be able to check this for you, are you at home to proceed.

Re: New router but internet VERY painfully slow

ChristoffBas — Mon, 16 Feb 2026 16:37:08 GMT

Hi, yes I am. I have just connected to the router and it says my download speed is 4.0Mbps, upload speed 2.8 Mbps

Re: New router but internet VERY painfully slow

nambuso-TT — Mon, 16 Feb 2026 16:39:06 GMT

Hi there @ChristoffBas. Thank you very much for letting me know. I will now run checks for you to determine the cause of the issue.

Re: New router but internet VERY painfully slow

nambuso-TT — Mon, 16 Feb 2026 16:43:33 GMT

Do you have any active monitoring for life threatening health reasons which is solely dependent upon your TalkTalk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector.

Re: New router but internet VERY painfully slow

ChristoffBas — Mon, 16 Feb 2026 16:48:26 GMT

No I don't.

Re: New router but internet VERY painfully slow

nambuso-TT — Mon, 16 Feb 2026 16:49:55 GMT

Will you (and anyone who lives with you) be able to contact emergency services while your services remain impacted?

Re: New router but internet VERY painfully slow

ChristoffBas — Mon, 16 Feb 2026 16:50:32 GMT

Yes

Re: New router but internet VERY painfully slow

nambuso-TT — Mon, 16 Feb 2026 16:51:23 GMT

Does the problem occur everywhere you try and use the WiFi, or just in certain parts of the house - for example upstairs, or outside the house?

I need to establish if the problem is a general WiFi or Broadband issue, or if it's potentially a coverage issue. If the problem only occurs in places that may be further from the router, or are blocked by walls, doors or windows, then it's likely the issue is related to the WiFi signal not being strong enough where you experience the problem.

Re: New router but internet VERY painfully slow

ChristoffBas — Mon, 16 Feb 2026 16:55:45 GMT

It happens everywhere. It was actually the download/upload speed that was not right - it was only showing as 4.0Mbps, upload speed 2.8 Mbps.

The Wifi is not the issue - it was the speed of the connection.

Re: New router but internet VERY painfully slow

nambuso-TT — Mon, 16 Feb 2026 16:57:12 GMT

We've run a test on your line which has identified a line fault that requires a supplier escalation to resolve.

Typically these escalations involve an engineer conducting checks on the supplier network, though occasionally they may need to visit your premises. I’ll need to confirm some information with you before I go ahead and arrange the escalation.

Re: New router but internet VERY painfully slow

ChristoffBas — Mon, 16 Feb 2026 16:57:16 GMT

The speed has gone back up to 35.0 Mbps download, upload 10 Mbps. Did you adjust something?

Re: New router but internet VERY painfully slow

nambuso-TT — Mon, 16 Feb 2026 16:58:08 GMT

Please send me a private message confirming your mobile number:) Thanks

Re: New router but internet VERY painfully slow

ChristoffBas — Mon, 16 Feb 2026 17:14:08 GMT

Message sent. What is the plan to resolve my slow internet speed?

Re: New router but internet VERY painfully slow

Gliwmaeden2 — Mon, 16 Feb 2026 17:21:14 GMT

Staff clock off at 5pm - back from 7am, @ChristoffBas.

Re: New router but internet VERY painfully slow

Philile-TT — Tue, 17 Feb 2026 07:00:25 GMT

@ChristoffBas we will continue with the checks and book an engineer.

Re: New router but internet VERY painfully slow

Philile-TT — Tue, 17 Feb 2026 07:11:50 GMT

@ChristoffBas When did you notice the problem?

Re: New router but internet VERY painfully slow

ChristoffBas — Tue, 17 Feb 2026 08:13:40 GMT

I installed the new replacement router you sent me on Sunday. I noticed yesterday morning (Monday) that the internet connection was very slow and occasionally, the router rebooted.

I have just checked the speed now via connecting to the router admin, and it says download 35 Mbps, upload 10 Mbps.

Re: New router but internet VERY painfully slow

Philile-TT — Tue, 17 Feb 2026 08:18:24 GMT

We're booking an Openreach engineer to investigate any issues within the network that may be affecting your service

The engineer is unlikely to need access to your property, so you don't need to be home and if this is confirmed as a fault in the network by the engineer won't be charged.

If the engineer can't find an issue in the network, they may need access to your home to complete further checks, they will try to call and arrange this on the contact number you have provided.

If they can't reach you, don't worry, you will receive a text from us to arrange for an appointed engineer to visit your home.

Please note that terms and conditions for an appointed engineer differ so please pay attention to this if your engineer type changes.

Do you understand this information?

Re: New router but internet VERY painfully slow

ChristoffBas — Tue, 17 Feb 2026 08:27:07 GMT

Yes thank you