topic Re: 500mbps service downgraded itself to 100mbps in Full Fibre

500mbps service downgraded itself to 100mbps

number666 — Wed, 16 Oct 2024 19:57:00 GMT

According to my Eero, I am now connected to a 100mbps line. Speed tests confirm this. A line test suggests that there is a possible fault, but then can't find one. I have been holding onto chat for tech support for just under 30 minutes. I suspect that they have now gone home.

Re: 500mbps service downgraded itself to 100mbps

ferguson — Wed, 16 Oct 2024 20:01:49 GMT

Yes, they will have gone home long since I'm afraid.

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Re: 500mbps service downgraded itself to 100mbps

number666 — Wed, 16 Oct 2024 20:05:20 GMT

Thanks Ferguson, I have done that. Do I need to do anything else?

Re: 500mbps service downgraded itself to 100mbps

ferguson — Wed, 16 Oct 2024 20:09:23 GMT

Nope, hopefully they will pick this up early tomorrow.

Re: 500mbps service downgraded itself to 100mbps

Chris-TalkTalk — Thu, 17 Oct 2024 07:13:19 GMT

Hi number666,

I can see that the speed test results have dropped but the service still appears to be Fibre 500. Could you switch the ONT and eero off for 30 minutes, then switch back on and retest

Thanks

Chris

Re: 500mbps service downgraded itself to 100mbps

number666 — Thu, 17 Oct 2024 08:43:56 GMT

Thanks Chris. I'll try that later when my partner isn't working (as it's critical for her). As you can see, the Eero app is still convinced it's a 100mb line. I rebooted the ONT and the Eero last night.

Re: 500mbps service downgraded itself to 100mbps

Chris-TalkTalk — Thu, 17 Oct 2024 08:54:53 GMT

OK thanks. Could you also check that the Ethernet cable is seated correctly too, in the eero and the ONT. Could you also confirm that you are using the ethernet cable supplied with the eero?

Thanks
Chris

Re: 500mbps service downgraded itself to 100mbps

number666 — Thu, 17 Oct 2024 09:06:22 GMT

Hi Chris.

No, but I'm using this: Ethernet Cable, Cat 7 Gigabit Lan Network RJ45 High-Speed Patch Cord Flat 10Gbps 600Mhz/s FTP POE

I was getting full speeds on it when I first plugged it in...but that was only a few days ago. The original cable was too short.

Re: 500mbps service downgraded itself to 100mbps

Chris-TalkTalk — Thu, 17 Oct 2024 09:44:21 GMT

OK thanks. It's just because it's saying exactly 100Mbps, wondering whether it's seeing the cable as CAT5. Would it be possible to test it temporarily on the shorter cable? You could also try the ethernet cable in the eero's other ethernet port if you haven't already

Chris

Re: 500mbps service downgraded itself to 100mbps

number666 — Thu, 17 Oct 2024 10:27:15 GMT

I'll try that, but when I first swapped it over I was getting 400mbps+... I'm confused as to how it would work as Cat7 and then change?

Re: 500mbps service downgraded itself to 100mbps

Chris-TalkTalk — Thu, 17 Oct 2024 10:49:44 GMT

Yeah, I don't know why it would do this either, its just strange that everything from our side shows that your connection is 500Mbps but it showing on your side as exactly 100Mbps. I certainly think it's worth making sure that it is nothing to do with the ethernet cable.

Chris

Re: 500mbps service downgraded itself to 100mbps

number666 — Thu, 17 Oct 2024 10:58:42 GMT

Looks like it is the cable. Now back up to full speed on the old cable. Thanks!

Re: 500mbps service downgraded itself to 100mbps

number666 — Thu, 17 Oct 2024 11:00:48 GMT

I notice that the working cable is a Cat5E. What's the optimum category? Thanks!

Re: 500mbps service downgraded itself to 100mbps

Chris-TalkTalk — Thu, 17 Oct 2024 11:14:01 GMT

Thanks for trying that, glad to hear that your speeds are back to normal. 5e and 6 are fast enough for your service. Cat7 should be fine too, it may just be an issue with that particular cable, how long is it?

Chris

Re: 500mbps service downgraded itself to 100mbps

number666 — Thu, 17 Oct 2024 12:10:03 GMT

10m I think

Re: 500mbps service downgraded itself to 100mbps

Chris-TalkTalk — Thu, 17 Oct 2024 12:15:09 GMT

OK thanks, so the length shouldn't be a problem, it may just be a faulty cable then.

Chris