Speed reduced since upgrade.

[jbuchanangb]

About 27 June I upgraded my Part-Fibre contract from Fibre 35 to Fibre 65.

I am now only achieving a download speed of about 31Mb/s, compared to the guaranteed minimum of 45.4Mb/s

This is a bit disappointing. I was regularly seeing 37Mb/s on Fibre 35.

My router is connected to the test socket. I am not experiencing noise on the landline.

What does it look like from your side?

[sabelo-TT]

@jbuchanangb, thank you for confirming this to us as we are thankful for the feedback. 🙂 

[jbuchanangb]

This problem has now been solved. I spent a long time on WhatsApp with technical support, and we patiently went through all possibilities. Had to factory reset the router again. The eventual conclusion was that the problem was something on my site. I suppose that is why the TT script just kept directing them to wi-fi coverage. The problem was not wi-fi coverage. The problem seems to be with the powerline adapters which were between the HG612 VDSL modem and the Sagemcom 5364 router. Took those out of the loop and speed is knocking on the door of 60Mb/s. I have now positioned the router to give decent coverage by running a 10m Ethernet cable from the modem to a location more central to the house than being adjacent to the telephone master socket, and am using the powerline adapters just to connect from the router to the Humax Youview TV box, which does not have a wi-fi option.

[jbuchanangb]

I refer you to post #14 in this thread and those following. In particular I mention that I connected a PC direct to the VDSL modem without using wifi and I still only get 29Mb/s.

I am not happy to be going round in circles on your script. What speed are you detecting between the network and my router.

[sabelo-TT]

@jbuchanangb, so I have just conducted minor checks on your line and results show that, you may be experiencing WiFi coverage problems. To address this, I would recommend Total Home WiFi to ensure good WiFi coverage in your home. This service provides boosters that extend your Wi-Fi coverage throughout your home.

[sabelo-TT]

Not a problem as I will look into this matter of your speeds. 

[jbuchanangb]

OK. Everything back up and running, Ran an Ookla speedtest. 27.7Mb/s download. Over to you to figure out what's wrong.

[sabelo-TT]

Correct, you can try that @jbuchanangb and let us know on the results once done. 

[jbuchanangb]

I have done the factory reset on the router and connected just this PC using the default SSID. Is it OK to put my own SSIDs back in so that all my other devices can connect.

[nomfezeko-TT]

A factory reset is required on your router which will restore the router to it's original settings, including the Wi-Fi Network name (SSID) and password.

If the password has been changed, please refer to the one on the stickers attached to your router to find the original password.

Once the slow internet connection issue is resolved, I can assist you in reconnecting to the network.

-Fez. 

[jbuchanangb]

I've reconnected the Sagemcom router to the VDSL modem, so you can remotely access it if you need to. The router username and password have not been changed. All my wi-fi devices back on line including this PC.

[jbuchanangb]

I use my own SSIDs and password for the router. This has always worked perfectly. It makes it particularly easy when I change routers. I have used the same SSID on at least 6 routers in the last 20 years.

[nomfezeko-TT]

Have you made changes with the WiFi Network name (SSID) or password?

-Fez. 

[jbuchanangb]

I have now connected by wired solution to the VDSL modem.

The Sagemcom router is not connected now. Just one PC direct to the modem.

Speed is still slow. Let me know what you want me to do next. 

[nomfezeko-TT]

The average download speed tested from your router over the past 7 days has been 28.17 MB.

This means speeds from your router to TalkTalk have frequently been less than they should be in the past week - which will impact the speed of your devices regardless of if they are using WiFi or a cable to connect.

I'll work on resolving this issue now - most of the steps can be completed automatically, but I'll need your assistance as I run through them.

-Fez. 

[jbuchanangb]

I refer you to post #14 in this thread and those following. In particular I mention that I connected a PC direct to the VDSL modem without using wifi and I still only get 29Mb/s.

I am not happy to be going round in circles on your script. What speed are you detecting between the network and my router.

[nomfezeko-TT]

Our tests show that you may be experiencing WiFi coverage problems. To address this, I would recommend Total Home WiFi to ensure good WiFi coverage in your home. This service provides boosters that extend your WiFi coverage throughout your home. 

Would you like to know more about your upgrade options?

-Fez. 

[nomfezeko-TT]

Checks re currently on the way, please give us a moment. 

-Fez

[jbuchanangb]

Yes. I am right here.

[nomfezeko-TT]

No problem, are you still home where the services are installed?

-Fez. 

[jbuchanangb]

Yes let's give it a go