Replacement router request

[MichaelIP]

I've ran a broadband speed test and it says the there is no issues with my line so that only leaves the router, I should be getting at least 57Mbps but only getting 19Mbps so I'd like to request a replacement please.

[Karl-TalkTalk]

Hi

I've sent you a PM to confirm some details.

Thanks  

Karl. 

[MichaelIP]

Yes please Karl.

[Karl-TalkTalk]

Hi

Next Option is to book an engineer for you.

Would you like to arrange this now ?

Thanks  

Karl. 

[MichaelIP]

I have received my new router and the speed is still the same as my old router so not sure whats going on it keeps saying "Your broadband download speed is being over used by this device" but I'm not downloading anything, I also ran a speedtest which I've uploaded the screenshot.

[Debbie-TalkTalk]

Hi @MichaelIP 

I'm sorry to hear this.

I've ordered you a replacement router for testing, please allow 48hrs for this to arrive.

Let us know how the connection/speed compares with this router.

Thanks

Debbie

[ferguson]

OK, let's see what the support team have to say when they pick this up, hopefully tomorrow. 

[MichaelIP]

It's a wired connection but when I go to my devices it says "Your broadband download speed is being over used by this device" it only started to happen on Sunday, not sure what model it is but the make is a sagemcom

[ferguson]

Is this wired, wireless, or both? How does it compare to your router sync speed? Which make/model of router is it?