New router but internet VERY painfully slow

[ChristoffBas]

I have just received a new TalkTalk router after the previous one was faulty, but now the internet connection is extremely slow - please help!

[Philile-TT]

You're welcome. 

[ChristoffBas]

Thanks

[Philile-TT]

Thank you, the engineer booking has been submitted. 

[Philile-TT]

Line testing reveals an issue on your line that needs to be fixed by an Openreach Engineer. The engineer will investigate, typically this will be completed within the next 2-3 working days.

Openreach will contact you via a text message with details of the engineer working on your fault on the day the work begins. This includes when they are travelling and when they start working to resolve the fault.

This is a non-appointed visit, which means they'll only be working on the Openreach equipment between your home and the exchange. They will confirm once they have completed their work.

Assuming the problem is outside of your property, the engineer won't need access. However, if the engineer doing the investigation determines that access to your property is necessary, you will be informed via SMS or email and asked to schedule a time that works best for you. If this occurs, we advise getting in touch with us right away to book the engineer appointment.

[ChristoffBas]

Yes thank you

[Philile-TT]

We're booking an Openreach engineer to investigate any issues within the network that may be affecting your service

The engineer is unlikely to need access to your property, so you don't need to be home and if this is confirmed as a fault in the network by the engineer won't be charged.

If the engineer can't find an issue in the network, they may need access to your home to complete further checks, they will try to call and arrange this on the contact number you have provided.

If they can't reach you, don't worry, you will receive a text from us to arrange for an appointed engineer to visit your home.

Please note that terms and conditions for an appointed engineer differ so please pay attention to this if your engineer type changes.

Do you understand this information?

[ChristoffBas]

I installed the new replacement router you sent me on Sunday. I noticed yesterday morning (Monday) that the internet connection was very slow and occasionally, the router rebooted.

I have just checked the speed now via connecting to the router admin, and it says download 35 Mbps, upload 10 Mbps.

[Philile-TT]

@ChristoffBas When did you notice the problem?

[Philile-TT]

@ChristoffBas we will continue with the checks and book an engineer. 

[Gliwmaeden2]

Staff clock off at 5pm - back from 7am, @ChristoffBas.

[ChristoffBas]

Message sent. What is the plan to resolve my slow internet speed?

[nambuso-TT]

Please send me a private message confirming your mobile number:) Thanks

[ChristoffBas]

The speed has gone back up to 35.0 Mbps download, upload 10 Mbps. Did you adjust something?

[nambuso-TT]

We've run a test on your line which has identified a line fault that requires a supplier escalation to resolve.

Typically these escalations involve an engineer conducting checks on the supplier network, though occasionally they may need to visit your premises. I’ll need to confirm some information with you before I go ahead and arrange the escalation.

[ChristoffBas]

It happens everywhere. It was actually the download/upload speed that was not right - it was only showing as 4.0Mbps, upload speed 2.8 Mbps.

The Wifi is not the issue - it was the speed of the connection.

[nambuso-TT]

Does the problem occur everywhere you try and use the WiFi, or just in certain parts of the house - for example upstairs, or outside the house?

I need to establish if the problem is a general WiFi or Broadband issue, or if it's potentially a coverage issue. If the problem only occurs in places that may be further from the router, or are blocked by walls, doors or windows, then it's likely the issue is related to the WiFi signal not being strong enough where you experience the problem.

[ChristoffBas]

Yes

[nambuso-TT]

Will you (and anyone who lives with you) be able to contact emergency services while your services remain impacted?

[ChristoffBas]

No I don't.

[nambuso-TT]

Do you have any active monitoring for life threatening health reasons which is solely dependent upon your TalkTalk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector.