Low Fibre Speeds

[chris12341]

Hi!

I have recently started having trouble with my broadband speeds. My guaranteed download speed is 33mbps. Until recently I have been receiving anything between 40-42mbps. However, I have been having trouble for the last few days. Speed tests this evening have shown widely fluctuating results. For example, a speed test taken at 8.32pm showed a download speed of 0.8mbps, but one taken at 8.40pm showed a download speed of 41.6mbps! At 8.48 it was back down to 15.1mbps.  The last test (at 8.58pm) showed 27.7mbps. 

Can anyone help please? I have tried turning off the router, but it made no difference. I did wonder if the age of the router made any difference. I have had the one I am currently using for some time. I believe that it is an old one - a Huawei HG633.

Any assistance anyone can give will be much appreciated. Many thanks.

Chris

[Arne-TalkTalk]

I have checked the order and there is no fee applied, the email is generic.  

Sorry for the confusion. 

[chris12341]

Hi,

Just a quick update.

Yesterday I spoke to a very nice TalkTalk advisor, and I have arranged for an upgrade to Full Fibre 500.

I do have a query regarding the confirmation email I was sent. It states that there is an Upgrade Setup Fee of £60. However, when I spoke to the TalkTalk advisor this fee wasn't mentioned. In actual fact the advisor told me that there was no charge for the upgrade.

Perhaps some one from TalkTalk look into this on Monday for me please.

Many thanks.

Chris

[chris12341]

I just wanted to say thank you to Glimaeden2 for the help and advice.

After the disappointing result from yesterday's phone call, I think I will leave the upgrade for now. If there is no better offer when my contract ends in August it will be time to leave TalkTalk after being a customer for more than 20 years.

Chris

[Gliwmaeden2]

Thanks for the update, @chris12341.

Considering how, when it suits them, they upgrade people for free, they gave you a hard time.....

As you approach the end of your contract you probably have more power in the haggling as they have to offer a better price just to keep you. In the last month of the contract you are more empowered. 

Some of it is in the timing. Some of it's the luck of the draw on the day with who you get, which is why I suggested trying more than once. 

Even on the same day there can be quite a lot of variation. 

Anyway, you probably don't want to waste more time over it for now!

[chris12341]

Hi,

I rang TalkTalk regarding upgrading to Full Fibre today, and after speaking to the operator I have decided to stay with Fibre 65.

The agent told me I would be able to move to Full Fibre, but there would be a charge of £30 to do so. When I pointed out that he had already told me what a loyal customer I am, and how long I have been with TalkTalk, he asked me to hold the line and he would see what he could do. When he returned he told me that his manager had agreed to waive the £30 charge.

We then spoke about full fibre, and he eventually offered me a contract. However, this offer was more expensive than TalkTalk are offering new customers. He again asked me to wait. When he returned he made a lower price offer, but it was still more than the one being offered to new customers. I again pointed this out to the agent, and he replied that it was the best that he could do as I am still in contract with TalkTalk until August. He said the best thing to do would be to wait until August and perhaps there would be some better deals then!

He then asked me if I was happy with the outcome. I told him that I wasn't, but would have to wait until August.

Chris

[chris12341]

Thanks to Keith and Gliwmaeden2 for the help and advice.

I will ring the number given, and report back when I have done so.

Chris

[Debbie-TalkTalk]

Hi chris12341

Did you contact the team on the number provided in Gliwmaeden2 last post?

[Gliwmaeden2]

@chris12341, don't use My Account to order your full fibre. It's geared really for data only services.

Call 03451 720088 or use Chat during the day if you want to order Full Fibre and VOIP must be ordered at the time of ordering. It can't be added later. 

So check all the details of your order in person.

Check opening hours here:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

[KeithFrench]

No, sorry it is only compatible with Sagemcom routers. However, if you have a Huawei router, then I think that needs changing for the current TalkTalk router. I will ask TalkTalk to offer this to you.

[chris12341]

Apologies for the delay in responding. I said I would be unable to keep in contact until the New Year, but this is later than I anticipated.

Thanks to Keith French for your help and advice.

The connection has been fine since the New Year, so I am hoping I won't need to resort to buying a Sagemcom FAST266 Wi-Fi booster. However, if I do need one, would it be compatible with the Huawei router which I am currently using?

I am in an area where  Full Fibre is available. I would like to upgrade to this service, but would like to keep the landline.  However, every time I use the 'My Account' section it won't let me upgrade without losing the landline.

Chris

[KeithFrench]

Hi @chris12341 

That is not really compatible with the Sagemcom routers. The best way to extend coverage with the Sagemcom routers is via the Sagemcom FAST266 WiFi Booster, which converts the router into a mesh network. I think you would be better off with one of these.

[chris12341]

Hi Keith,

Thanks in advance for your help.

I PURCHASED A TP-LINK AC750 Mesh Wi-Fi Extender.

Even plugging the extender in right next to the router I get the message 'Connected to device. Can't provide internet'.

Luckily the Huawei router is behaving itself again, and the connection from the router upstairs seems to be steady to the TV and Roku streambar downstairs. They are connected via Wi-Fi.

Unfortunately I will be unable to keep in contact until the New Year, but any advice you are able to give will be greatly appreciated.

Chris

[KeithFrench]

Hi @chris12341 

@Anonymous has asked me to help you with this. Please can you just confirm for me the make/model of router that you have (to save me having to search through this thread).

How are you trying to connect the TP-Link to it & what indications do you get as the failure reason?

[Anonymous]

Morning,

@KeithFrench  Would you be able to offer any advice on the 3rd party extender first?

Thanks

Michelle

[chris12341]

Hi Debbie,

Thanks for your reply.

I did buy a Wi-Fi extender. I purchased a TP-LINK AC750 Mesh Wi-Fi extender, but it wouldn't connect to the network. I'm not sure if it is compatible, or if I bought the wrong thing. If the extender I bought is wrong, then I would appreciate it if you would send me another one please.

As I said earlier, everything is working fine at the moment, but any help would still be greatly appreciated.

Chris

[Debbie-TalkTalk]

Hi @chris12341 

I'm so sorry for the delays and missed questions on your topic.

Would you like me to send a WIFI extender for testing?

[chris12341]

Hi,

Thanks for your explanation regarding the non-replies to my messages.

It would appear that you are unable to assist me further with my signal problems. At the moment, everything is working OK using the Huawei router.

I just worry that if things go wrong again there doesn't seem to be a fix available, as neither changing the router or using a wi-fi extender appears to help.

I will just have to keep my fingers crossed that everything stays good, and that I don't encounter any further problems.

Chris

[Chris-TalkTalk]

Hi Chris,

I'm sorry that you didn't receive a reply. There have been some issues with our workflow tool which has meant that some replies haven't been pulled back into our work queue, I suspect that's what has happened here.

Chris

[chris12341]

Hi Gliwmaeden2,

Thanks for your quick reply.

My problem was with the reach of the signal.

Irrespective of the problem, I would have thought it was good manners to reply to my post and answer the question I posed, even if they were unable to help.

Chris

[Gliwmaeden2]

 A wifi extender might have slowed speeds down further and only really deals with reach of the signal. It wouldn't have improved speeds, and couldn't improve anything if you were suffering disconnections. 

So they maybe didn't think it relevant to the situation. 

The Huawei won't be receiving updates, so that's the only caveat, @chris12341.