Internet throttling ,but working fine with a Vpn

[BobLauric]

Why is my internet connection considerably slower without my VPN...I can't watch a YouTube video without it buffering every 2 mins...I have full fiber...150mbps....I need a fix...

[Lorrainef]

Hi thanks Keith. I have sent this over to the team this morning so will let you know as soon as I hear back.

[KeithFrench]

Hi @BobLauric 

Lorraine has come back to me & she is chasing up the Networks team for you now.

[Mandisa-TT]

Thank you @KeithFrench for your help

[KeithFrench]

OK @BobLauric, leave it with me. I have sent a PM to @Lorrainef  & hopefully she will be back to you tomorrow.

[BobLauric]

@KeithFrench  My new package is live full fiber 500...different router,better speed but no difference,same problem idk...it's just sad 😢 

[KeithFrench]

Hi @BobLauric 

There is not much we can do, unltil you have gone live. Once that has happened, then I willing get involved again.

[BobLauric]

 @KeithFrench So I received the hub 3 today...I installed it and....same problem,speed drops and video buffering (also my coverage is actually worse now,from good signal everywhere in the house to fair),my new package will actually go live on the 15th... hopefully that will fix it...even doh I doubt it...

[KeithFrench]

Hi @BobLauric 

See what the Hub 3 holds. Any problems with it, ask away.

[BobLauric]

@KeithFrench I did....it doesn't make any major difference....an also with custom DNS I only get half my internet speed.... only 80mbps instead of 140-150....so yeah...

[ferguson]

@BobLauric 

Here's hoping! Did you try changing the DNS servers at all?

[KeithFrench]

The Hub 3, I think, is very good. It would at least be a lot simpler to change your DNS server, which might get around that route on the internet that breaks down.....

[BobLauric]

My contract expires in 13 days...so a talktalk representative called me just minutes ago,I accepted to change my contract to full fiber 500(it cheaper than my normal contract that I paid for 18 months)and changed my eero router to a hub3, because apparently that is the problem....the eero...now.... I'm going to give this a try and if it doesn't work I have 14 day to cancel.... hope to God that this works!🙏

[Lorrainef]

Hi BobLauric, let me go back again and see what I can do, I am sorry about this.

[KeithFrench]

Hi @BobLauric 

I have just sent @Lorrainef another PM on this subject, stating my feelings on this diagnostic procedure, well that's a laugh in itself. I am hopeful that she can pull something out of the bag to resolve this for you.

[KeithFrench]

Hi @BobLauric @Lorrainef 

It beats me how this can be a WiFi coverage issue, when the problem is caused by a trace route breaking down out in the internet, away from the TalkTalk network. Once again, the fix is - upgrade, which is no way to fix a fault.

[BobLauric]

@KeithFrench , @LorrainefSooo.... Hmmm🤔...I talked with the technical support... they figured out that my house is to big and I have a coverage problem apparently....even doh I had the same house since I started my contract with talktalk 6-7 years ago(my problem started 5-6 months ago), they started pushing the same upgrade on me.... adding more eero etc...but in the end my problem was not resolved...so the most reasonable thing to do is probably look for another provider.... because I don't know what else to do...steaming videos and movies on my devices it's far from enjoyable in fact it's very frustrating....😔

[BobLauric]

Thanks you.... hopefully I'll get this problem sorted....🙏

[Lorrainef]

Hi all, I've escalated this into our tech team and asked them to give you a call BobLauric, I've also passed on your frustrations! I'm so sorry this hasn't been sorted out for you yet, I'm sure these guys will get to the bottom of it for you.

[KeithFrench]

Hi @BobLauric 

I have just heard back from Lorraine & she is on the case with your problem.

[KeithFrench]

Hi @BobLauric 

@ferguson has a point; although this is a fault that needs rectification, there might be an issue with DNS servers. There was an unrelated issue last week caused by this, but your case, this has been going on far too long, so I am not too hopeful. Anyway, to change the network DNS servers from the standard TalkTalk DNS servers to something like Google DNS (8.8.8.8 and 8.8.4.4) as an example, do this:-

1. Open the eero app.

2. Tap on Settings, then select Network Settings.

3. Tap on DNS.

4. In the DNS screen, change ISP DNS (Default) to Custom DNS.

5. Input your desired IPv4 and/or IPv6 DNS Server addresses (8.8.8.8 and 8.8.4.4).

6. Tap Save in the top right corner of the screen.
   
   

This will reboot your network in order to propagate the settings across your devices.

This may require eero Secure to be disabled.