Fibre 65 speed problems

[dollydee]

 Speed test on laptop

 Speed test on phone. Apart from smart tv, which was not switched on when I did tests, these are the only devices connected to Wi-Fi. 

Have phoned technical support and also online chat. Each time they run tests they say the speeds are a lot faster. Have also done connection tests that say service could be improved and that it has been disconnecting. Don’t feel I’m making any progress. I have had HG 633 router for 8 years. Tests show it is working ok. I upgraded from fibre 35 to fibre 65 in March. Previous to this I didn’t have any problems and never felt the need to check speeds. I have not experienced any enhanced speed  since upgrading. Any suggestions?

[Chris-TalkTalk]

No problem 🙂

[dollydee]

Thank you! Much appreciate the help from the TalkTalk community and support team! 

[Chris-TalkTalk]

Hi dollydee,

I've ordered the router and returns bag, it should be with you within a couple of days

Chris

[dollydee]

Thank you for your help! I have now had a message asking if I would like a new router to test if this is the problem. I hope this sorts it.

[dollydee]

Hi Michelle

Thank you for your reply.  Please can you arrange for a new router to be sent to test if this is the problem. I will return old router as requested.

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. I've run a test on the line now which is clear. Would you like us to send a replacement router for testing purposes to see how this compares? We would also send a router returns bag so that the original router can be returned.

Thanks

[Gliwmaeden2]

I'll move this to the ordinary Fibre message board, @dollydee, as this is not a Full Fibre installation but fibre to the cabinet. 

Staff will reply during the day, @dollydee.

Sounds like you need a new router at least to test.

[dollydee]

last post should say 8mbps to phone. Download speed to router is 45mbps,

[dollydee]

Download speed to laptop is 33mbps and to 8mbps,  Why would there be such a big difference from download speed to router?