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

[Chris-TalkTalk]

Hi Chris,

Glad to hear that everything got sorted, if you do experience any further problems just let us know 🙂

Chris

[chris12341]

Thanks Gliwmaeden, and thanks for all your help.

At least everything got sorted out bill-wise in the end.

Chris

[Gliwmaeden2]

It's always a pain when they go and add the charge despite promises or not mentioning them at point of sale. 

Good to hear it got sorted,  @chris12341.

[chris12341]

Hi Gliwmaeden,

All has been sorted now, thanks to Sabelo.

I only upgraded because the TalkTalk agent told me that the upgrade fee and the fee for changing the contract would be waived. If those fees had not been waived, I would have followed your advice and not upgraded.

That is why I  was surprised to see the additional charges when I received my latest bill yesterday,  so queried the amount.

As I said, Sabelo was most helpful, and all the additional fees have now been removed. 

Chris 

[Gliwmaeden2]

@chris12341, that's not the usual amount for the upgrade fee but may be the admin fee for changing contract mid term. 

That's why we counselled against changing anything at this stage.

You'll see this listed as a possible one off charge if you scroll down on this page:

http://community.talktalk.co.uk/pricing

However, it seems it's only just shown up on your bill after Arne checked it, and it was not mentioned whilst you were getting it set up.

Let us know how you get on. 

[chris12341]

Thanks

[sabelo-TT]

@chris12341, not a problem as we will be able to look into this. 

I wanted to let you know that we’ll need to share some account details to help with this issue. I’ve sent you a private message so we can continue our conversation there. 🙂 

Sabelo.

[chris12341]

Hi,

Sorry to bother you again, but is there any update regarding my latest TalkTalk bill, as mentioned in my last post?

[chris12341]

Hi,

The connection to the tv is still working OK. There was one lapse on Tuesday when it reverted to a download speed of 12mbps, but disconnecting and reconnecting the signal worked once more.

However, today I received my TalkTalk monthly bill, and it contained an upgrade set-up fee of £30.

Post 69 of this thread states that there is no upgrade fee.

Perhaps someone would be kind enough to look into this matter please.

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