topic Re: Initial Latency connection issue with Sagemon router and Full Fibre in Full Fibre

Initial Latency connection issue with Sagemon router and Full Fibre

techsavy — Sun, 04 Feb 2024 12:14:09 GMT

Since being swapped from the Fibre 65 (copper connection) to Full Fibre 65 in September, I have been experiencing a serious latency issue when first connecting to the new Sagemon supplied router. The issue has been reported to Talk Talk without any resolution. Exact same devices, same location just router swapped from Huawei to Sagemon and Copper to Full Fibre.

Can Talk Talk please advise whether they have me on Wifi-optimisation at their end? I have moved to the least congested channel in the area and then overnight I can see that my router is being accessed and I am being moved to the most congested channel in the area.

The latency issue is not related to the congestion as when I move to an uncongested channel I obvisouly get improved speed but still have this initial latency issue.

Router has been reset many times and two routers have already been tried.

Re: Initial Latency connection issue with Sagemon router and Full Fibre

KeithFrench — Sun, 04 Feb 2024 13:27:32 GMT

I have asked one of TalkTalk's support to pick your thread up and disable Wi-Fi Optimisation for you. When that is done, if you still have problems let me know & I will help to resolve these issues. Do you have any problems with wired (Ethernet) connected devices?

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Re: Initial Latency connection issue with Sagemon router and Full Fibre

techsavy — Sun, 04 Feb 2024 13:59:24 GMT

Hi Keith, Thanks, The latency issue is also when connected to ethernet and even when standing right next to the router on Wifi. Hence latency issue not a Wifi issue.

However, the wifi optimisation is also causing a speed issue, that is having to be manually corrected by accessing the router currently as I am being moved to the most congested channels each evening not the least congested channel. Hence Wifi optmisation seems to be switched on.

Do you know at all what the hidden 5Ghz channel is being used for? as you can only see the normal2.4 and 5GHz channel in the router, but a hidden one also exists which can be seen with a Wifi-Analyser.

Re: Initial Latency connection issue with Sagemon router and Full Fibre

KeithFrench — Sun, 04 Feb 2024 14:51:24 GMT

So far I have only asked TalkTalk to disable WiFi optimisation, as I didn't know that you were having Ethernet issues as well. You will just need to tell them this when they reply to you.

The hidden 5GHz SSID is the backhaul for connection to a Sagemcom FAST 266 WiFi Booster, which when connected to the router, forms a mesh network.

Re: Initial Latency connection issue with Sagemon router and Full Fibre

techsavy — Sun, 04 Feb 2024 16:13:04 GMT

Keith, Thanks, I have just spent 1.5 hours on the chat to be told that they cannot switch off wifi-optimisation at their end? It looks like only the community techs seem to have the training to do this. Hence I hope they pick this thread up.

Re: Initial Latency connection issue with Sagemon router and Full Fibre

KeithFrench — Sun, 04 Feb 2024 21:50:23 GMT

They will pick up your thread but they do not work at weekends.

Re: Initial Latency connection issue with Sagemon router and Full Fibre

Debbie-TalkTalk — Mon, 05 Feb 2024 07:33:00 GMT

Hi techsavy

Apologies for this. I've switched off WIFI optimisation for you.

Thanks @KeithFrench

Re: Initial Latency connection issue with Sagemon router and Full Fibre

KeithFrench — Mon, 05 Feb 2024 09:22:44 GMT

Hi @Debbie-TalkTalk

The customer has since told me that the latency issue affects Ethernet connections as well. Please could you take a look?

Re: Initial Latency connection issue with Sagemon router and Full Fibre

Anonymous — Mon, 05 Feb 2024 09:32:46 GMT

Morning,

We've run a test on your line which is clear. Does this seem to happen at specific times or all the time? How do your speeds look if you run a speed test at the same time? I can see that you've advised that this happens when connected wired at the router but does it also happen if you connect directly at the ONT?

Thanks

Michelle

Re: Initial Latency connection issue with Sagemon router and Full Fibre

techsavy — Mon, 05 Feb 2024 13:31:55 GMT

Hi Michelle,

Thanks for coming back to me. The speed on the line from running a speed test can show fine. However, this is a latency issue when initially making connection to a website. You get the spinning circle which can go on for some considerable time. It is all the time not any particular times of the day. It has been like this since September and has been reported to Talk Talk many times without any resolution. Talk sent out a replacement router for me to test but this has the exact same issue, but as I explained to Fibre Support this happens on an Ethernet connection as well as wireless, so it is not a router wireless issue. When I had the Huewai router and copper connection I had no issues, this is all since being swapped to Full Fibre.

Having plugged directly into the ONT with my laptop I still have the same issue. Therefore this would appear not be the router that is in any way causing an issue.

I think there is a possible issue with the ONT or the cable from the ONT to the Grey wire housing box with light leakage or an issue at the exchange. There are no warning lights on the ONT but this could be a dirty connection or cable bend with some light leakage (causing lag). The cable has been tacked onto my wall by the orginal engineer and has quite a sharp bend because of this.

I have asked Openreach if they can swap over the ONT and the cable to the Grey Box but you need to raise the issue with them for them to be able to do this. Thanks

My second issue is that please can the WIFI optimisation be switched off at your end as each night I am swapped over to the most congested channels in my area not the least congested which is then creating a speed issue at my end.

Re: Initial Latency connection issue with Sagemon router and Full Fibre

Anonymous — Mon, 05 Feb 2024 13:56:12 GMT

Hi again,

Thanks for the additional information. Have you also tried powering down the ONT for a full 30 minutes? We have also switched the wifi optimisation off as requested.

Thanks

Michelle

Re: Initial Latency connection issue with Sagemon router and Full Fibre

techsavy — Mon, 05 Feb 2024 14:17:12 GMT

Michelle,

Thanks for switching off the WIFI-Optimasation, that should resolve my one issue.

Yes, I have tried powering down the ONT - the issue just does not go away. Hence I think it is either an issue with the ONT itself or a light leakage issue with the cable that causes the latency or an issue at the exchange. Openreach came on Friday to move a cable that was stuck in a door frame. They had been given a ONT but were not allowed to replace it saying the fault has not been rasied by Talk Talk but Talk Talk have been aware of my issue since installation in September 23. Please can I kindly ask you to raise the issue with Openreach to allow them to swap over the ONT and the cable. Thanks

Re: Initial Latency connection issue with Sagemon router and Full Fibre

Chris-TalkTalk — Mon, 05 Feb 2024 15:25:01 GMT

Hi techsavy,

What are your speed test results like now?

Chris

Re: Initial Latency connection issue with Sagemon router and Full Fibre

techsavy — Mon, 05 Feb 2024 16:20:00 GMT

Afternoon Chris,

The ONT has just been off for another half an hour. On reconnection it gave 74Mbs then dropped 2 minutes later to 47Mbs.

The speeds as I have said before can read fine but this issue of latency is on initial connection and login to a website. It occurs both on ethernet and wi-fi and can be seen also when my laptop is connected directly to the ONT.

As someone that has worked in IT for 30 years this looks like either an issue with light leakage from the bend in the ONT Cable as it is a very sharp bend that has been put in the cable due to the clip the engineer has used, or an issue with the ONT or at the exchange. The engineer that came to move the cable stuck in the door on Friday, was sent a replacment ONT but he said he could not fit it as Talk Talk have not raised the request.

Please can this be raised as it could well resolve an issue that has gone on unresolved since September. It is obvviously not a router issue as the issue occurs when connected directly to the ONT.

I would be grateful if this can be raised so the Openreach engineer can swap the ONT and cable. Thanks

Re: Initial Latency connection issue with Sagemon router and Full Fibre

Anonymous — Tue, 06 Feb 2024 07:50:35 GMT

Morning,

I've passed this over to our Faults Escalation Team now and I will post back as soon as I receive an update. It's possible that the team may also try and contact you directly.

Thanks

Michelle

Re: Initial Latency connection issue with Sagemon router and Full Fibre

techsavy — Tue, 06 Feb 2024 13:46:24 GMT

Michelle, Thank you, I look forward to this issue being finally resolved.

Re: Initial Latency connection issue with Sagemon router and Full Fibre

Anonymous — Tue, 06 Feb 2024 13:50:08 GMT

Good afternoon,

No problem. If you don't hear anymore from the team by tomorrow then please let me know.

Michelle

Re: Initial Latency connection issue with Sagemon router and Full Fibre

Anonymous — Thu, 08 Feb 2024 08:16:37 GMT

Morning,

Have you been contacted by the team since my last post?

Thanks

Michelle

Re: Initial Latency connection issue with Sagemon router and Full Fibre

techsavy — Thu, 08 Feb 2024 11:06:11 GMT

Morning Michelle,

No sadly I have not been contacted by anyone at all again. Many people on the internet are having the same problem I am having and other companies have had the ONT swapped and this has resolved their issues. Given BT were with me last Friday it seems crazy that they had an ONT sent out that this was not switched over.

Re: Initial Latency connection issue with Sagemon router and Full Fibre

Anonymous — Thu, 08 Feb 2024 11:10:18 GMT

Morning,

I'm really sorry. I've chased the team for an update now.

Michelle