Returning and cancelling broadband

[Quickswitch79]

Hi there

I posted a few days ago re upgrading my Superfast Fibre and Line Rental package to the Fibre65 deal. Thanks for your help, it was all sorted out.

However unfortunately, the speed and reliability is actually worse even though I was told it would be better. For example, I Shareplay on my PS5. It always works fine, but as soon as I switched to the Fibre 65 deal it keeps cutting out due to poor network. I also noticed the download speed for games dropped to around 25mbps. It was always around 50mbps before.

Unless there is a product that is 100% guaranteed to be better then unfortunately I'm going to have to cancel and look elsewhere.

Thanks.

[Quickswitch79]

Thanks Debbie, but I don't think it'll make any difference tbh. BT are offering 100Mps download speed for £5 more, so I'll give that a go. They said they'd take care of closing/transferring my TalkTalk account.

[Debbie-TalkTalk]

Hi Quickswitch79

Are you sure you don't want us to send a router for testing?

[Quickswitch79]

I tried the test socket and ran a speed test, no change.

[Debbie-TalkTalk]

Hi Quickswitch79

If you remove the lower section of the faceplate then there should be a test socket under there, have you checked this?

[Quickswitch79]

There isn't, just the one socket where the wire is plugged in. Thanks for trying, but I have decided to switch to BT.

[Debbie-TalkTalk]

Hi Quickswitch79

There should be a test socket underneath the face plate.

Would it be possible to connect the router, phone and filter at the test socket?

I can send you a replacement router for testing, would you like me to arrange this?

Thanks

Debbie

[Quickswitch79]

Hi Michelle

It looks like this:

There is only this router unfortunately.

Thanks, John.

[Michelle-TalkTalk]

Hello,

Can I just confirm, does the main socket look like one of the below? Do you also have an alternative router that you can test with?

Your guide to main phone sockets

Thanks

[Quickswitch79]

No it doesn't unfortunately, just the main one to plug into. 

[Michelle-TalkTalk]

Hello,

Thanks for trying this. The wired speed test also looks low based upon the sync speed. Does your main socket have a test socket please?

Thanks

[Quickswitch79]

Hi Michelle

Sorry for the delay. I have the ethernet cable plugged into the laptop and this is the result.

This may temporarily go up to 50Mbps, but will then drop down again.

Thanks.

[Michelle-TalkTalk]

Morning,

Would it be possible to run a few speed tests with the laptop connected wired just so we can confirm if this is solely related to the wireless please? We can then offer more advice on the wireless connection if the wired speeds are ok.

Thanks

[Quickswitch79]

Thanks Chris. We (me and my girlfriend) don't have anything connected. We only use it for stuff like Netflix etc  and my Xbox Series X and PS5, with the very odd use of a laptop for 30 minutes. 

Is there a way to "decongest" the WiFi channels?

Thanks.

[Chris-TalkTalk]

Hi Quickswitch79,

Line test is passing and your router is in sync at 51.6Mbps but all local wi-fi channels appear to be congested. Do you experience speed drops on devices connected to your router by Ethernet cable?

Chris

[Quickswitch79]

Hi Michelle. 

Thanks for your reply. I'm actually at work at the moment, but will be back around 18:15. The broadband is downstairs whilst the PS5 is upstairs. I already had a booster device which I have synced to the new device. This has previously ensure a solid connection. I also adjusted my PS5 so it would only accept 5GHZ and not 2.4GHZ.

[Michelle-TalkTalk]

Hello,

I'm sorry to hear this. Would you like us to take a look at the connection for you? Are you connected wired or wireless when this happens?

Thanks