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Low broadband speed and no help from Talk Talk

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9 REPLIES 9
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Team Player

Like many of you, I am having an ongoing problem with broadband speed and no resolution from Talk Talk. See  Fibre runs slow after a week

Perhaps we should list all our problems, create a petition and send to Talk Talk and OffCom

 

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Community Star

How do you connect wireless, wired, or a mixture? If a mixture is a wired connection better than wireless?

 

It is important to see what your line is actually capable of and what your current download speed is.

 

To help diagnose this issue, please can you log on to your router, by opening a web browser (e.g. Internet Explorer, Mozilla Firefox & Google Chrome etc) and then enter this address in the address bar:-

http://192.168.1.1

enter the credentials:-

username: admin
password: admin        (unless you have set your own password).

 

If you use the HG633 & DSL-3782 or the TalkTalk Wi-Fi hub, they have their own unique password, which can be found at the top of the label on the rear of the router. It is the one labelled "router" or "admin" password, not the wireless one.

Then go to your ADSL or DSL summary page & paste the stats in this thread.

 

On the HG633 this is at:-

 

Maintain > System Information & expand Broadband Information


On the DSL-3782 go to the home page & copy the stats from the DSL & IPv4 pages.

If you have the new TalkTalk Wi-Fi hub this can be seen via:-

 

Dashboard > See internet settings > Manage Advanced settings > TalkTalk Wi-Fi Hub

 

Click on the General tab then scroll down to the page to the xDSL section & copy & paste them into your reply.

 

Next can you also go to this speed checker (it is useful to have speed test figures taken at the same time as gathering the router's statistics):-

http://www.supportal-test.co.uk/

Alternatively use:-

https://myaccount.talktalk.co.uk/speed-checker/

Do this on both wireless & wired (if you have wired), but with never more than one device connected at a time.

Please can you paste the results here?

 

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please mark it as the Best Answer.
OCE's and Community Stars - Who are they? 

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Team Player

Router info:

DSL synchronization status:
Up
Connection status:
Showtime
Upstream line rate (kbit/s):
7924
Downstream line rate (kbit/s):
38887
Maximum upstream rate (kbit/s):
7924
Maximum downstream rate (kbit/s):
45376
Upstream noise safety coefficient (dB):
5.9
Downstream noise safety coefficient (dB):
3
Upstream interleave depth:
1
Downstream interleave depth:
5
Line standard:
VDSL2
Upstream line attenuation (dB):
9.2
Downstream line attenuation (dB):
21.6
Upstream output power (dBm):
4.8
Downstream output power (dBm):
11.3
Channel type:
Interleaved
DSL up-time:
I use mostly Wireless connection but have tested on both.
WiFi speed check

 

We've finished measuring your speed, and here are your results.

 

5.0 Mbps

Your average download speed

7.4 Mbps

 

Your average upload speed

Wired speed checks, taken earlier at roughly 10 min interval

4.3 Mbps

Your average download speed

7.4 Mbps

Your average upload speed

2nd speed test

 

We've finished measuring your speed, and here are your results.

 

9.3 Mbps

Your average download speed

7.4 Mbps

Your average upload speed

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Community Star

Your router is sync'd up at 39M, but your wireless speed tests are obviously slow, which is not necessarily a problem with your broadband at all.

 

Slow speed, intermittent dropouts, breaks in the signal, or no signal on some or all devices, might be caused by Wi-Fi interference from other local networks, which can also lead to a permanent reduction in speed. No ISP can be responsible for your local environment, this is mainly a by-product of the popularity of Wi-Fi.

However, other factors should be investigated first. When this happens, what are the lights showing on the front of the router? Do you have any wired connections & if so, how do they perform?

The HG633 is a dual-band router & offers both the older 2.4GHz & the newer 5GHz Wi-Fi bands. The problem is these are two different networks (SSIDs), but they share the same name, so you can't tell which one you are connected to. Log into the router (http://192.168.1.1) and enter a username of "admin" and use the unique router password (see the label on the rear of the router at the top).

Go to:-
"Customise my wireless network"

Append "5G" to the end of the network name of the "Wireless 5 GHz SSID" field. Then click "Save".


This will not fix your issues, but it will make it much easier to identify the band you are connected to. This way you will know which band is causing your problems.

Having said that, there is another approach which can be better, which is to use Band Steering. This will automatically move any 5G compatible device connected to the 2.4G band to the 5GHz band. This is available on the HG633 (V2.00), to enable it, first set both SSIDs to the exact same name. Then go to:-

Home Network > Wireless Settings > Enable Wireless Network Frequency Bands

 

Then put a tick against Enable Band steering.


Generally speaking, the 2.4GHz band suffers much more from interference than the 5GHz band, but the 2.4GHz one can sometimes have a better range, but this all depends on your local area.

You may then wonder what was really the point of this if it won't solve the problem? This is because the whole topic is too complex to be dealt with in one post. The next stage involves sending out a guide to you to help you get me some important diagnostic results, so as I can analyse them for you and recommend changes to your router configuration to solve them.

I only send this out to people who request it.

Windows 10 1903 intermittent WiFi issues

With the May 2019 feature update to Windows 10, some older computers may experience loss of Wi-Fi connectivity due to an outdated Qualcomm driver. Please see this from Microsoft:-
https://docs.microsoft.com/en-gb/windows/release-information/status-windows-10-1903#445msgdesc

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please mark it as the Best Answer.
OCE's and Community Stars - Who are they? 

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Team Player
Sorry Keith,
I should be getting a guaranteed 20+ Mps form my fibre broadband. The results I posted were for both WiFi and WIRED. No difference between them, so wouldn't that rule out WiFi interference??Yes, I would wonder what was the point of the excercise, if it doesn't cure the problem.
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Community Star

Sorry I didn't notice the wired bit. I will ask an OCE to get involved for you.

 

"I would wonder what was the point of the excercise, if it doesn't cure the problem." - please reread my post as I do explain that in there.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please mark it as the Best Answer.
OCE's and Community Stars - Who are they? 

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Team Player
Hi Keith,
I do appreciate that you have taken some of your time to contact me, and make suggestions. I did read your post, but after months of being ignored or jumping through the same hoops, I am a bit jaded. I have already wasted a considerable part of my life in a futile attempt to get a solution from a team of so called support personnel, that don't seem to be able to fix anything related to IT. My apologies.
OCE? I am not up my acronyms.
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Team Player
OCE, got it. You mean like CHris, who I conversed with today, and suggested rebooting the router. Talk Talk employee.
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Community Star

Yes that is correct, I would have explained more, but wanted to keep the post from getting too long.

 

The forum is not real-time 24/7 support, so depending on how busy they are & how many are working at any one time, this can take 24 - 48 hrs (excluding weekends & limited cover on Bank Holidays). Alternatively, you can call the call centre or use online chat. The posts are responded to in time/date order, oldest first. So the fewer entries you make on your thread now, the sooner they will pick it up.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please mark it as the Best Answer.
OCE's and Community Stars - Who are they? 

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Community Team - TT Staff

Hi IanC_34,

 

I'm sorry for the delay. I've just posted on your original thread now.

 

Thanks