topic Re: very low connection speed in Full Fibre

very low connection speed

Villip — Sun, 05 Jan 2025 09:58:34 GMT

My cable was installed last week for full fibre and so far, the speeds I am getting are between 20 and 30 mbps. Initially I used my old router, but I was then sent an eero, which is slightly slower than the old one. I was on the phone to the technical department for over 3 hours, during which they told me that my go live date was the 9th January, but that was only an order date i.e. that I should still be getting the speed for Full Fibre (min. 120 mbs). Is that the case, or is it that I will not get the guaranteed service until it goes live?

cable installation

Villip — Wed, 01 Jan 2025 23:12:42 GMT

My full fibre is due to be installed tomorrow. I haven't received any equipment, nor been told that any equipment is being sent. Will they be able to install it?

Re: cable installation

ferguson — Wed, 01 Jan 2025 23:39:14 GMT

The engineer will bring the equipment necessary to connect the actual fibre line. They may also bring a router, although possibly not. If they don't, which router do you have presently? As that may well work in the interim.

In order for the support team to look into this further, make sure that your personal details including TalkTalk phone number or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond.

Re: cable installation

Villip — Thu, 02 Jan 2025 00:07:34 GMT

Thanks for your reply. I don't have a router, the connection so far is via the phone line, so I just have a modem, which is from Talktalk, but is a couple of years old now, and not sure if it will work with cable. I guess if they don't bring the equipment, they won't be able to install it, but it's not that my equipment hasn't arrived yet, Talktalk haven't sent it.

Re: cable installation

ferguson — Thu, 02 Jan 2025 00:17:32 GMT

That "modem" is probably a combined modem/router. If it has a red WAN port on the back it should connect with the fibre service just fine.

Re: cable installation

Anonymous — Thu, 02 Jan 2025 06:32:31 GMT

"guess if they don't bring the equipment, they won't be able to install it, but it's not that my equipment hasn't arrived yet, Talktalk haven't sent it."

Mine arrived the morning of my install, if it doesn't arrive the engineer will still install your FTTP then when your router arrives all you do is plug it in and put the cable between ONT and router then if eero follow the simple instructions.

Re: cable installation

Chris-TalkTalk — Thu, 02 Jan 2025 08:11:27 GMT

Hi Villip,

Can you please update your community profile to include your:

Name
Telephone 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

Chris

Re: cable installation

Villip — Thu, 02 Jan 2025 10:29:54 GMT

Hi Chris,

I've updated my profile. Thanks

Re: cable installation

Chris-TalkTalk — Thu, 02 Jan 2025 11:17:59 GMT

Thanks but could you also add either your TalkTalk home telephone number or account number

Chris

Re: very low connection speed

KeithFrench — Sun, 05 Jan 2025 12:51:44 GMT

So have you actually gone live yet? The package speed will be what is delivered to your ONT.

Re: very low connection speed

Anonymous — Sun, 05 Jan 2025 12:57:59 GMT

"My cable was installed last week for full fibre and so far, the speeds I am getting are between 20 and 30 mbps"

If you have had a new cable and one of these installed and your router is plugged into it you should be getting full speed.

Edit - Sorry i posted at the same time Keith posted.

Re: very low connection speed

Villip — Sun, 05 Jan 2025 16:24:23 GMT

Hi Keith,

I'm not sure exactly what going live means. My line is installed and I get a connection, so it is presumably live, but the "Go Live" date according to the order management dept. is next Thursday. Does that mean that I wion't get the contracted service before then, and I'm lucky to have any internet connection, albeit a crap one, for the time being? (I was with Talktalk broadband before, on a copper line, which was much better, but is obviously now no longer available).

Re: very low connection speed

Villip — Sun, 05 Jan 2025 16:36:19 GMT

Thanks for your reply. Yes, it's installed and looks pretty much like your photo, with three green lights lit up. I used my old router for two days and got a speed of around 30mbps, then was sent an eero router which gives me a slightly lower speed, in the low 20's. The speed advertised is 150mbps, with a "guarantee" of 120 mbps, whatever guarantee means.

Re: very low connection speed

Anonymous — Sun, 05 Jan 2025 17:34:58 GMT

Open eero app

Click "activity" at bottom of screen

What does "Fastest Download" report?

Turn everything off for 30 minutes and try it again.

Re: very low connection speed

Villip — Sun, 05 Jan 2025 19:07:15 GMT

Thanks again. The app says I have a download speed of 151 mbps, and that is given as my fastest download at various times during the day. When I do a speed test on it it also comes out at that speed, yet that is obviously not the speed I am getting and , if I do a speed test anywhere else, including on the Talktalk site, it is just over 10% of that figure.

Re: very low connection speed

Anonymous — Sun, 05 Jan 2025 19:35:09 GMT

Did you try turning it off for 30 minutes?

Re: very low connection speed

Anonymous — Sun, 05 Jan 2025 19:39:14 GMT

Try -

Settings

network and internet

Wi-Fi

click on your network name

what does it say under "Frequency"

Re: very low connection speed

ferguson — Sun, 05 Jan 2025 20:13:52 GMT

@Villip

If you would like the support team to look into this for you make sure that your personal details including TalkTalk phone number or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond.

Re: very low connection speed

Villip — Sun, 05 Jan 2025 20:43:36 GMT

Yes, I also tried connecting the cable in the other slot on the eero router. So far, the speed has increased to around 35, which is what I sometimes got with the old router, so it's performing as well as that one now anyway!

Re: very low connection speed

Villip — Sun, 05 Jan 2025 20:57:28 GMT

Already done, when i last posted about this. Didn't get a response though.