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New Fibre Broadband slower than standard

jfmarkham
Team Player
Message 29 of 29

Just had my connection upgraded to fibre broadband. Download speed now 10Mbps before I was getting 15Mbps. My upload speed has increased from 1Mbps to 5Mbps.

 

Not what I was expecting or paid extra money for?

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28 REPLIES 28

Message 21 of 29

Just leave both SSIDs identical on the hub.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

Message 22 of 29

Hi Keith,

 

Thanks for the input, I will wait to be contacted by TalkTalk OCE.

 

John

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Message 23 of 29

Hi Keith,

 

So how do I enable band steering on the TALKTalk Hone Hub, which I have I believe.

 

"Having said that, there is another approach which can be better, which is to use Band Steering. This will automatically move any 5G compatible device connected to the 2.4G band to the 5GHz band. This is available on the HG633 (V2.00), DSL-3782 (V1.10) and the TalkTalk Home Hub. To use this leave both network names identical and on the HG633 enable Band Steering from the initial Wi-Fi menu."

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Message 24 of 29

Did you mention a guaranteed minimum of 27M before, if you did, sorry I must have missed it? Probably best to get this addressed first.

 

I have asked one of TalkTalk's OCEs to pick your thread up and investigate it for you.

The forum is not real-time 24/7 support, so depending on how busy they are & how many are working at any one time, this can take 24 - 48 hrs (excluding weekends & limited cover on Bank Holidays). Alternatively, you can call the call centre or use online chat. The posts are responded to in time/date order, oldest first. So the fewer entries you make on your thread now, the sooner they will pick it up.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

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Message 25 of 29

Thanks, I will follow your suggestions.

 

Just done another speediest (before making any changes), the result is as follows.

 

Download 12.3 mbps and upload 5.75mbps.

 

The download is now nearer to what I had with TalkTalk "fast broadband" before upgrading to TalkTalk fibre broadband last week. I used to routinely get around 15mbps.

 

However, this is still nowhere near the 32.2-40mb that is advertised for fast fibre broadband and not even close to the guaranteed minimum of 27.6 as shown on the website advertising.

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Message 26 of 29

Your router is connected at 14M, but your wireless speed test is only 7.5M. Slow speed, intermittent dropouts, breaks in the signal, or no signal on some or all devices, might be caused by Wi-Fi interference from other local networks, which can also lead to a permanent reduction in speed. No ISP can be responsible for your local environment, this is mainly a by-product of the popularity of Wi-Fi.

If you have the HG633, HG635, DSL-3782 or the TalkTalk Wi-Fi hub, they are dual-band routers & offer both the older 2.4GHz & the newer 5GHz Wi-Fi bands. The problem is these are two different networks (SSIDs), but they share the same name, so you can't tell which one you are connected to. Log into the router (http://192.168.1.1) and enter a username of "admin" and if the HG635 a password of "admin" as well, or if the HG633, DSL-3782 or the TalkTalk Wi-Fi hub, use the unique router password (see the label on the rear of the router at the top).

HG633/635 go to:-
"Customise my wireless network"

Append "5G" to the end of the network name of the "Wireless 5 GHz SSID" field. Then click "Save".

DSL-3782 go to:-
Settings > Wireless (Wi-Fi)

Append "5G" to the end of the network name of the 5 GHz "SSID" field. Then click "Save".

TalkTalk Wi-Fi hub

Go to:-
Dashboard > See Wi-Fi Settings > Manage Advanced Settings > Wi-Fi 5Ghz gear icon > Basic

Append "5G" to the end of the network name of the "SSID" field. Then click "Apply".

This will not fix your issues, but it will make it much easier to identify the band you are connected to. This way you will know which band is causing your problems.

Having said that, there is another approach which can be better, which is to use Band Steering. This will automatically move any 5G compatible device connected to the 2.4G band to the 5GHz band. This is available on the HG633 (V2.00), DSL-3782 (V1.10) and the TalkTalk Home Hub. To use this leave both network names identical and on the HG633 enable Band Steering from the initial Wi-Fi menu.

Generally speaking, the 2.4GHz band suffers much more from interference than the 5GHz band, but the 2.4GHz one can sometimes have a better range, but this all depends on your local area.

You may then wonder what was really the point of this if it won't solve the problem? This is because the whole topic is too complex to be dealt with in one post. The next stage involves sending out a guide to you to help you get me some important diagnostic results, so as I can analyse them for you and recommend changes to your router configuration to solve them.

I only send this out to people who request it.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

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Message 27 of 29

Hi Keith

 
Details s requested below. My connection to PC is wireless.
 

xDSl

Line 1
Status UP
Connection Time 23h44m46s
Link Status UP
Standard VDSL2 (G_993_2_ANNEX_ B) 
Line Encoding DMT
Link Encapsulation ATM (G_992_3_ANNEX_ K_ATM)
Line 1
Downstream Upstream
Actual Rate [Kbps] 12397 5645
Maximum Rate [Kbps] 14200 5645
Noise Margin [dB] 0.00 6.00
Attenuation [dB] 25.30 0.00
Power [dBm] 10.70 4.40


 

Thank you for submitting your speedtest results. This will aid our technicians if you have an issue.

We recorded your speed asDownloadUpload
7565 KBits/s(945.625 KBytes/s)
4924 KBits/s(615.5 KBytes/s)

 

 

StatusConnection TimeLink StatusStandardLine EncodingLink Encapsulation
Line 1
UP
23h44m46s
UP
VDSL2 (G_993_2_ANNEX_ B) 
DMT
ATM (G_992_3_ANNEX_ K_ATM)
  Actual Rate [Kbps]Maximum Rate [Kbps]Noise Margin [dB]Attenuation [dB]Power [dBm]
Line 1
DownstreamUpstream
123975645
142005645
0.006.00
25.300.00
10.704.40
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KeithFrench
Community Star
Message 28 of 29

I assume that these are speed tests? To diagnose this issue, other information will be required.

 

How do you connect wireless, wired, or a mixture? If a mixture is a wired connection better than wireless?

 

It is important to see what your line is actually capable of and what your current download speed is.

 

To help diagnose this issue, please can you log on to your router, by opening a web browser (e.g. Internet Explorer, Mozilla Firefox & Google Chrome etc) and then enter this address in the address bar:-

http://192.168.1.1

enter the credentials:-

username: admin
password: admin        (unless you have set your own password).

 

If you use the HG633 & DSL-3782 or the TalkTalk Wi-Fi hub, they have their own unique password, which can be found at the top of the label on the rear of the router. It is the one labelled "router" or "admin" password, not the wireless one.

Then go to your ADSL or DSL summary page & paste the stats in this thread.

 

On the HG633 this is at:-

 

Maintain > System Information & expand Broadband Information


On the DSL-3782 go to the home page & copy the stats from the DSL & IPv4 pages.

If you have the new TalkTalk Wi-Fi hub this can be seen via:-

 

Dashboard > See internet settings > Manage Advanced settings > TalkTalk Wi-Fi Hub

 

Click on the General tab then scroll down to the page to the xDSL section & copy & paste them into your reply.

 

Next can you also go to this speed checker (it is useful to have speed test figures taken at the same time as gathering the router's statistics):-

http://www.supportal-test.co.uk/

Alternatively use:-

https://myaccount.talktalk.co.uk/speed-checker/

Do this on both wireless & wired (if you have wired), but with never more than one device connected at a time.

Please can you paste the results here?

 

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

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