topic Re: 3rd Party Router in Full Fibre

3rd Party Router

Hudso1984 — Fri, 16 Aug 2024 15:20:45 GMT

Hi all,

so i've been using my TP Link router quite happily since I took out my TalkTalk full fibre contract.

usually sitting at 900mb and all is well.

Today all of a sudden i'm down to 90mb.

Spoke to help desk and told on 3 occassions I MUST use an eero router, which I had to start with but it was useless, gave terrible coverage and being as I work from home, I needed a better system. So swapped to TP link and created a mesh network which has been fine.

Can anyone advise what in the settings I can do to fix the issue, I've seen numerous things on the talk talk website saying I can use a third party router but the people who sit with a script infront of them don't seem to want to listen or advise... I'm getting irate and getting knowhere!

Re: 3rd Party Router

ferguson — Fri, 16 Aug 2024 15:33:44 GMT

You are welcome to use a third-party router if you wish. Unfortunately however TalkTalk cannot offer support for any such device specific issues.

Re: 3rd Party Router

Hudso1984 — Fri, 16 Aug 2024 16:42:23 GMT

and I understand that, however even when I connect directly to the wall socket i'm still seeing knowhere near the 900mb I pay for (closer to 150/200) which is still unacceptable and is the real issue rather than my chosen router setup

Re: 3rd Party Router

ferguson — Fri, 16 Aug 2024 16:45:51 GMT

OK, if you are getting lower than expected speeds connected directly to the ONT then the support team will look into this for you. Bear in mind that they won't be back online until Monday. Make sure that your personal details including TalkTalk phone number and/or account number are complete on your community profile (click here) so that they can link your forum identity with your account.

Re: 3rd Party Router

Anonymous — Mon, 19 Aug 2024 05:39:21 GMT

Morning,

I'm sorry to hear this. Can I just confirm, have you tried powering down the ONT for a full 30 minutes and then retested the speeds directly at the ONT again?

Thanks

Michelle

Re: 3rd Party Router

Hudso1984 — Mon, 19 Aug 2024 10:31:14 GMT

HI Michelle, yes I tried that too (more by chance than anything as I'd unplugged something else at the same time!)

but alas, no real change. Still same issue today, next to the router with Laptop - 120mb download, so by the time I get to my office i'm at 30mb with enormous lag.

So i'm still having the same issue even after the weekend.

Re: 3rd Party Router

Anonymous — Mon, 19 Aug 2024 11:00:55 GMT

Hi,

Can I just check, what speeds are you seeing if you connect the laptop wired at the ONT with the router removed and run a speed test today please?

Michelle

Re: 3rd Party Router

Hudso1984 — Mon, 19 Aug 2024 11:05:30 GMT

directly mounted to the ONT i'm seeing 58mb tested 5 minutes ago

Re: 3rd Party Router

Anonymous — Mon, 19 Aug 2024 11:09:31 GMT

Hi,

Can you please update your community profile to include your:

Name
Telephone number or Account number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle

Re: 3rd Party Router

Hudso1984 — Mon, 19 Aug 2024 11:13:03 GMT

confirmed and updated

Re: 3rd Party Router

Anonymous — Mon, 19 Aug 2024 11:51:38 GMT

Hello again,

Thank you. My colleague has been looking at this for me and we can't see any changes that could have caused the speeds to drop. They have asked if you can connect the eero please as we can do more testing and check the speeds from here with the eero connected?

Michelle

Re: 3rd Party Router

Hudso1984 — Mon, 19 Aug 2024 12:00:15 GMT

No i'm not prepared to do that.

if that's the only answer available I'll simply call to cancel my package with TalkTalk. We have established this is not a router issue and I'm sorry but i'm not happy with being forced to use the Eero unit given the quality of the unit (which when I first signed up to the service I complaint about as it was barely able to provide coverage for 1 room in my property let alone my whole home)

I understand from what you are saying that without it you can't do anything more, and that's fine, I will simply look for another supplier who does have the ability to do more without forcing me to use a different router (noting you are the first ISP i've used to do this)

thank you for your help anyway.

Re: 3rd Party Router

Anonymous — Mon, 19 Aug 2024 12:09:28 GMT

Ok, I understand. We've raised this over to CityFibre now to ask them to take a look from their side to see if they can see any issues. I'll let you know as soon as we hear back from CityFibre.

Thanks

Michelle

Re: 3rd Party Router

Anonymous — Tue, 20 Aug 2024 05:48:27 GMT

Morning,

Thanks for the PM. I'll let you know what CityFibre confirm first if that's ok as they can check if everything looks ok from their side.

Michelle