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Low broadband speed HG633 version H1.01

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25 REPLIES 25
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Conversation Starter

Have low broadband speeds (down and upload). Tried testing via Talktalk's and continually says they have issues with a server and cannot do it.

 

Tried online support to Nosipho. Who could not help other than to say I have to wait 30 days to see if they could resolve issue and no answer why their testing speed page does not work and cut off chat.

 

Has been this way for over a week. Just terrible customer service.

 

 

 

 

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Community Star

Hi.

Will escalate for you.  Please make sure your profile containts items like your name and telephone number, or else the OCE's will be unable to locate and help you. OCE cover is Monday to Friday working hours

In mean time. Power off router for 3 mins and then power back on. Allow to re-connect to dsl and then retest your broadband speed.

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Conversation Starter
Thank you.

Have been switching off router and tester more than once. Same result.
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Community Team - TT Staff

Hi GForce

 

Your line is showing in sync at just under 20mb. What speed were you previously receiving?

 

Thanks

 

Debbie

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Conversation Starter

Hi, what does this mean in upload and download speeds. As I twice tested at

4.2 download and upload is 0.7 yesterday.

 

 

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Community Team - TT Staff

Hi GForce

 

Please can you power down your router for a full 30 minutes and then run a speed test following this?

 

Thanks

 

Debbie

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Conversation Starter

I cannot do this test right now, but will do it soon. As it's a long time to be without internet.

 

Is your website speed test working now? As there were repeated messages test could not be done, as you had problems with server.

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Community Team - TT Staff

Hi GForce

 

We are currently investigating an issue with the speed tester. 

 

Thanks

 

Debbie

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Conversation Starter

Ok Do I wait until you have sorted it out or try another site?

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Wise Owl

If you try another speedtest site use DSLReports.com...They don't sell you IP adress to 3rd parties.

 

Fritz

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Community Team - TT Staff

Hi GForce

 

Please can you try a different speed tester and let us know the results?

 

Thanks

 

Debbie

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Conversation Starter
thank you.
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Conversation Starter

Hi Debbie,

 

These are the results so far:

51 ms response; d/load 4.4mbps ; 0.3 mbps upload 13 Jan 2020

26 ms response; 11.2 download and upload 0.3mpbs 13 Jan 2020 23.11pm

43ms response; 11.9 download and upload 0.9mpbs 15 Jan 2020 11.5apm

25ms response; 11.9 mbps download; and upload 0.8 mpbs 15 Jan 2020 11.53am

24 ms response; download 5.7; upload 0.7mbps 15 Jan 2020 21.33pm

 

Thank you.

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Community Team - TT Staff

Hi GForce,

 

Thanks for running the speed tests.

 

Your sync speed is currently 19.7Mbps and the error count is low. Did you run the speed tests on a device connected to your router by Ethernet cable or wi-fi?

Chris

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Conversation Starter

Hi , The tests were via wifi.

 

The sync test results are they the response speeds but not the upload and download speeds which I have provided? 

 

Thanks,

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Community Team - TT Staff

Hi GForce,

 

The sync speed is the speed at which your router synchronises with the exchange equipment, throughput speeds are always lower.

 

Could you try running a couple of speed tests on a device connected to your router by Ethernet cable to rule out wifi issues

 

Thanks
Chris

 

 

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Conversation Starter

ok. Thanks.

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Community Team - TT Staff

Hi GForce,

 

Thank you. If the wired speeds are ok then we can offer some more advice on the wireless.

 

Thanks

 

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Conversation Starter

ok I've tested it with different sites:

 

Which

149ms/12.8 download/0.4 upload

 

39ms/2.3 download/0.4 upload

 

32ms/1.7 download/0.1 upload

 

Bandwidth

8.02 download/0.54 upload

 

TalkTalk

36ms/ 14.7 download/0.5 upload

28ms/14.8 download/0.5 upload

24ms/13.3 download/0.8 upload

 

 

 

 

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Community Team - TT Staff

Hi GForce,

 

Thanks for running the speed tests. Were these speed tests wired or wireless?

Chris