Slow Speeds Fibre 900

[JSH2644]

Hi,

Last night around 12pm, my internet started dropping out every 5-10 minutes. This morning, the internet has stopped dropping out but I’m only getting 90-100mbps instead of 900+. This is the fourth time this has happened in as many months since getting Fibre 900 installed. The other times the problem has randomly fixed itself but takes between 3 days and 2 weeks to do that. To be honest I’m just tired of going around in circles with support and wasting so much time trying solutions which don’t work. This is my last resort before leaving TalkTalk.

Thank you,

Jamie

[Debbie-TalkTalk]

Hi Jamie

I'm so glad to hear this 🙂

If you do experience any further issues then please let us know.

I have sent you a Private Message with a link to a short survey for the Community.

Thanks

Debbie

[JSH2644]

Hi,

Sorry, I totally forgot to get back to you yesterday. A City Fibre engineer visited yesterday and installed a new ONT. So far it’s seems to have fixed the problem and hopefully it stays fixed this time.

Thank you for the great help

Jamie

[Debbie-TalkTalk]

Hi JSH2644

Did my colleague contact you to arrange the engineer visit?

[Debbie-TalkTalk]

Hi JSH2644

Thanks for the Private Message.

I have passed your number to my colleague who will contact you today and arrange the engineer visit.

[Debbie-TalkTalk]

Hi JSH2644

Please can you send me a Private Message with your mobile number, our Faults Team will need to contact you to arrange an engineer visit.

Thanks

[JSH2644]

They may have called but my phone can’t receive calls at the moment so I couldn’t have answered.

[Debbie-TalkTalk]

Hi JSH2644

Did you receive a phone call yesterday? (from our Faults Team)

[JSH2644]

I contacted support on Twitter/X yesterday but they are taking a long time to reply. I started testing myself as I knew what they would advise after the last few times. I’ve tried a different ethernet cable and reset the router and ONT for 30 minutes. Last time I was also sent a replacement router but that wasn’t the problem. I’m still getting 94mbps upload and download directly from the ONT.

Thanks

[Debbie-TalkTalk]

Hi JSH2644

My colleague from our Faults Team has advised that they have contacted you to do some further testing and that you are testing with a different ethernet cable.

Thanks

[Debbie-TalkTalk]

Hi JSH2644

Apologies for the delay.

I've requested an update on this fault and I will post back here as soon as I have further information.

Thanks

Debbie

[Debbie-TalkTalk]

Hi JSH2644

Thanks for confirming this.

I have escalated this fault to be investigated further and I will post back as soon as I have additional updates.

Thanks again.

[JSH2644]

Yeah I’m getting 94mbps upload and download directly to the ONT.

[Chris-TalkTalk]

OK thanks. Could you try connecting a device directly to the ONT with an Ethernet cable, bypassing the eero, and check to see if speed is still low

Chris

[JSH2644]

About 3-4 hours ago

[Chris-TalkTalk]

Could I just ask when you last tried it?

Chris

[JSH2644]

I have already tried this but it didn’t help 

[Chris-TalkTalk]

OK, thanks for that. Could you switch the ONT and router off for 30 minutes, then switch back on and retest. Please let us know how you get on

Chris

[JSH2644]

I have added my address 

[Chris-TalkTalk]

OK thanks. Could you add your address to the private notes section of your community profile.

Thanks

Chris

[JSH2644]

City Fibre