Low broadband speed HG633 version H1.01

[GForce]

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.

[paulshent]

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.

[GForce]

Thank you.

Have been switching off router and tester more than once. Same result.

[OCE_Debbie]

Hi GForce

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

Thanks

Debbie

[GForce]

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

4.2 download and upload is 0.7 yesterday.

[OCE_Debbie]

Hi GForce

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

Thanks

Debbie

[GForce]

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.

[OCE_Debbie]

Hi GForce

We are currently investigating an issue with the speed tester. 

Thanks

Debbie

[GForce]

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

[FritzCT]

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

Fritz

[OCE_Debbie]

Hi GForce

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

Thanks

Debbie

[GForce]

thank you.

[GForce]

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.

[OCE_Chris]

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

[GForce]

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,

[OCE_Chris]

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

[GForce]

ok. Thanks.

[OCE_Michelle]

Hi GForce,

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

Thanks

[GForce]

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

[OCE_Chris]

Hi GForce,

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

Chris