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[Today18]

All of a sudden my broadband download speed has virtually stopped. Spoke to technical checked said up to router fine suggested pay for engineer £75 to come in or look at upgrade package to increase speeds. I have been with TalkTalk for some 20 years plus and I’m little confused as my speeds have been up to now so I either have a problem or I need to upgrade, bit of a difference. Sounds like they have throttled my speed to get me to up my package. Any thoughts

[Chris-TalkTalk]

That's great news, thanks for the update. Just let us know if you need any further assistance

Chris

[Today18]

Ive run the above tests and I’m getting 45/46Mbps as expected where with old router they were very low most times. Since having new router speed seems to be more stable. The ps5 gaming haven’t complained about speed since, so I can only conclude that router was cause of problem, although I want to give more time to monitor.

regards

[ferguson]

They test to whichever device you run them from.  Your sync speed is best determined via the router interface itself.

[Today18]

Do they test to device or to router?

[ferguson]

Have you tried speed tests via other routes?

E.G.

https://www.supportal-test.co.uk/

https://speedtest.samknows.com/

https://fast.com/#

[Today18]

Does ran another test. Speed to device worked this time but still does not show the speeds to my devices, just experiencing speed problems. Note when I first ran a speed test I used the old speed checkup up on talktalk web which reported speed to my device, but after talktalk updated speed checker I cannot see the speed to device,

[Today18]

Not sure whether can see attachment

[Today18]

Well I’m totally confused. Just ran speed test. Bear in mind I’m checking from my iPad, also ps5, Amazon echo, hive and tv are connected to router, I had the results as attached. Thus saying there are no devices attached to router which is not the case as I have ran test from iPad. I will run new test. 

[Debbie-TalkTalk]

Hi Today18

The line is showing in sync at just under 50mb.

Please can you try running the My Connection test again today?

Thanks

[Debbie-TalkTalk]

Hi Today18

Thank you 🙂

[Today18]

Yeah. Reset wait to Friday

Cheers

[Debbie-TalkTalk]

Hi Today18

Ok, please can you factory reset the router using the pin hole reset for ten seconds?

Then can you connect the router for 48hrs, without rebooting or running any speed tests just whilst DLM monitors the connection.

I will then check in again with you on Friday afternoon.

[Today18]

When I used the old router this displayed the speed to my router and to my iPad. See attached old method prior to new router. The device speed was to my iPad

[KeithFrench]

Hi @Debbie-TalkTalk 

There may be a problem if all the customer has is an iPad as there are no wifi analysers available for iPads or iPhones as far as I know. The customer has said that they do not have a PC or laptop, which would leave Android phones as the only method to measure WiFi interference. Beyond that, the only help I could offer is down to router location etc.

[Chris-TalkTalk]

Hi Today18,

It just allows you to manually set a wifi channel without wifi optimisation changing it to another channel. We can enable it again if required

Chris

[Today18]

What is the impact of switching this off as it is new to me.

[Debbie-TalkTalk]

Hi @Today18 

Are you happy for me to switch WIFI optimisation off so Keith can help with the wireless issue?

[KeithFrench]

Is WiFi Optimisation enabled @Debbie-TalkTalk? If it is, please can you ask the customer if it would be OK for you to disable it?

[Debbie-TalkTalk]

Thanks Keith.

It's the Sagemcom WIFI hub

[KeithFrench]

Hi @Today18 

Slow speed, intermittent dropouts, breaks in the signal, no signal on some or all devices or no internet access might be caused by Wi-Fi interference from other local networks, which can also lead to a permanent reduction in speed. No ISP can be responsible for your local environment, this is mainly a byproduct of the popularity of Wi-Fi.

Generally speaking, the 2.4GHz band suffers much more from interference than the 5GHz band, but the 2.4GHz one can sometimes have a better range, but this all depends on your local area.

If you would like me to help you, please can you specify the make/model of TalkTalk router that you have been using since your HG633 was replaced?