Poor Broadband Speed - Constant Dropping out

[ward0007]

Hi Chris

Further to you earlier note below, is this where to let you know that my brand speed is low despite you telling me that you tested it at 23 Mbps and I am testing it at circa 6 - 9 Mbps, see screenshot below.  What can we do now?

Re: Fibre Broadband Upgrade

Hi ward0007,   Do you have a recent thread on the Community? We generally only use PM's to confirm private information as the conversation gets fragmented if we use PM's for diagnostics/discussion etc. If you don't have a recent thread can you please start one in the appropriate support section and we'll be happy to help Chris.

[OCE_Chris]

Hi ward0007,

Thanks for starting a thread

Are you running the speed tests on a device connected to your router by Ethernet cable or wi-fi? Are any other devices accessing the internet at the time that you run the speed tests?

Chris

[ward0007]

Hi Chris

Yes I'm running a laptop connected by Ethernet cable to the router.  Yes a phone and a tablet (closed down - notifications only) connected when running a speed test.

The speed has now really picked up 22 Mbps and dropouts seen few.  This may be a coincidence or a factor; there is a lot of chat on local social media about Virgin Media having problems in the area, been off or slow for a week or so, would this affect TalkTalk fibre?

Looking forward to your thoughts.

[OCE_Michelle]

Hi ward0007,

I'm sorry for the delay and thanks for the update. How have you found the speeds since your last post?

Thanks

[ward0007]

Hi Michelle

The speed seems fine WHEN connected.  After investigation I suggest that the router's wi-fi output may be faulty.

I come to this conclusion for when my laptop is connected via wi-fi to the router, the connection drops out between 10 seconds and a minute.  To get it going again I have to disconnect from the router and then re-connect.  When I use a direct Ethernet connected cable to the router all seems well.  Additionally, I have a remote wi-fi amplifier and when I connect the laptop to that all seems well again.  Also my wife's tablet is starting to drop out the same, this is connected by wi-fi to the router, likewise a wi-fi internet television in a study (seldom used but tried as a test) also drops out after a minute or so or won't connect.

Could you send me a replacement router to verify that the fault is with the router's wi-fi?  I have re-booted several times but with no change.

Whilst not without a connection the Ethernet cable is not convenient to continue to use and my wife is starting to complain about her tablet ! !

Looking forward to hearing from you.

John

[OCE_Debbie]

Hi John

Thanks for your reply.

Please can you send me a Private Message to confirm the name on the account, I can then send a replacement router for testing.

Debbie

[OCE_Debbie]

Hi John

Thanks for the Private Message.

The replacement router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

[ward0007]

Router arrived yesterday, will install and test today.

John

[OCE_Debbie]

Hi John

Thanks for keeping us updated, please let us know how you get on 🙂

Debbie

[ward0007]

Hi Michelle

The new router is B R I L L I A N T !  !

Speed is consistent around 19 MBPS with every thing connected (for test purposes) and drop outs few (seen a couple whilst on email but may have been something different).

May I now keep the newly arrived router and send the original one back, or is the one I have a test model?

looking forward to hearing from you.

John

[OCE_Debbie]

Hi John

Thanks for keeping us updated.

Please can you keep the replacement router and return the old router using the returns bag.

Thanks

Debbie

[ward0007]

Thanks Debbie, I will do that today.

Thank you to you and your team, the experience was really helpful and timely.

John

[OCE_Debbie]

Hi John

No problem 🙂

If you do experience any further issues then please let us know.

Thanks

Debbie