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

[Karl-TalkTalk]

No Problem 🙂

Karl 

[chris12341]

Hi,

The Eero arrived this morning. Thanks for sending it so quickly. 

Things have progressed over the weekend. On Friday evening, in desperation,  I disconnected the Internet supply to the tv, left it for a few minutes, then reconnected it. The result was staggering! The download speed as measured by Ookla read over 80mbps! It stayed high until Sunday,  when it dropped to about 12mbps. Once again I disconnected and reconnected the supply to the tv, and the speed increased again. There have been no further drops in speed since then. As I type, the download speed according to Ookla reads an amazing 135.41mbps, and an upload speed of 66.06mbps.

As things stand, it looks like I won't be needing the second Eero. If that's the case, I apologise for all the extra hassle I have caused.

I will continue to monitor the speed, and will report back next week.

Thanks to everyone for all the advice and support. 

Chris 

[Karl-TalkTalk]

No Problem 🙂

Karl 

[chris12341]

Thanks Karl.

Chris 

[Karl-TalkTalk]

Hi

try the second eero as an additional one, to extend the Wi-Fi signal.

Karl.

[chris12341]

Hi Karl,

Thanks for your quick reply, and for sending another Eero.

I have completed another test this morning, and the download speed to the tv is measuring 12.25mbps.

Do you want me to use the second Eero in addition to the first, or as a replacement?

Chris

[Karl-TalkTalk]

Hi

Another eero is on the way to see if this improves the connectivity upstairs.

Thanks  

Karl. 

[chris12341]

Hi,

Although the connection to the Eero is fine, I am having problems connecting to my tv. The Eero is upstairs, and the tv is downstairs.  A test on the connection to the tv via WiFi using Ookla only shows a download speed of 12mbps.

Can anyone help please. Will I need another Eero?

Many thanks,

Chris 

[Karl-TalkTalk]

No Problem 🙂

Karl 

[chris12341]

The ONT is working fine now. Some idiot (me!) turned off the ONT at the plug and then turned on the wrong switch! 

The bonus is that leaving it unplugged for an hour seems to have improved the connection speed. The download speed has increased from about 67mbps when first installed to 310mbps when measured via wi-fi. Still short of the 500mbps,  but enough for my needs.

All I have to do now is sort out the Digital Voice Adaptor for the landlines and I will be a happy bunny. I will leave that until tomorrow,  as I have had enough now!

Thanks everyone for your help.

Chris

[chris12341]

I have today upgraded to Fibre 500. When the engineer left everything was functioning (albeit with download speeds over wi-fi only slightly better than the old FTTC). He told me that it would take 24 hours to 'get up to speed'.

However, I have now lost all Internet connectivity.  Looking at the ONT I notice that the LAN light is off.

Can anybody help, please.  Thanks in advance.

Chris

[chris12341]

Hi Arne,

Thanks for the clarification.

Best wishes,

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