Broadband speed decreases and intermittent dropouts.

[Woody179!]

Hi,

I am on Fibre 900 and over the last couple of weeks, a speedtest when my Ethernet connected PC is first switched on is between 940 Mb/s and 950 Mb/s but after a minute or so it starts decreasing to as low as 250 Mb/s. Two weeks ago, I would get a speedtest of nearly 950 Mb/s whenever I ran the speedtest. The Eero app says I am currently getting a download speed of 941 Mb/s.  

I have also started to get infrequent dropouts, when I go to a new page (BBC, Dailymail etc) - I get a page saying I am not connected to the internet, the pc showing no network connection, but the Eero light is still white, less than a second later the internet is working again and a refresh displays the internet page.

I tried using my laptop (WiFi) and get the same problems, although the speedtest starts at around 750 Mb/s.

I have run Virus/Malware scans on my PC and laptop and nothing has been found and I have not added any new software - the only changes being windows updates.

I know I won't get an answer from TalkTalk before Monday, but wondered if any of Community Starts might know what the problem might be and if it is something I can sort out myself or not.

Thanks,

Paul

[Mandisa-TT]

Perfect! Thank you @KeithFrench 

[KeithFrench]

Hi @Mandisa-TT 

I might be wrong, but I think @Woody179! said that this looks like it was caused by an eeroOS update & is OK now. However, if I have misread it, then yes, of course, I'll help all I can.

[Mandisa-TT]

Hi @Woody179! I'm sorry to hear this, @KeithFrench can have a look at this for you or alternatively you can contact our Full Fibre Team and they will be able to look into this for you.

Here is the number to our Future fiber team who have the required resources to assist you with this matter 034 5172 0074 and you can contact them between the times  Monday - Friday: 9am - 6pm;  Sat-Sun 9am- 5:30pm 

Another option is to use the below link to chat to our live chat advisors who are always ready to assist with your issue.

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

[Woody179!]

An update.

The slow download speed reoccurred after a couple of hours even though the ONT had been disconnected for 40 minutes. However a recent Eero software update seems to have fixed the problem, as my speed has been above 900 Mb/s for the last week.

[KeithFrench]

If it is a mandatory update, that is exactly what it does.

[Woody179!]

I didn't realise a Windows update was in process until an icon appeared in my toolbar saying I needed to do a reboot, but so far my broadband speed is back to normal.

[KeithFrench]

If you were trying to do a speed test while a Windows Update is going on, that will definitely slow you down.

[Woody179!]

Hi Keith,

An update, switching the ONT off must have worked as now I'm back to full speed, I'm not sure why my first speedtest after reconnecting the ONT showed a low speed, but after rebooting my pc after a windows update, I'm getting near enough 940 Mb/s again - will monitor and see if the problem comes back.

I really appreciate your help,

Paul

[Woody179!]

Thanks for all your help Keith I'll give the helpdesk a ring on Monday.

The eero app shows that I am getting a download speed of between 930 and 941 Mb/s even when my PC and laptop show a lower speed after being on for a minute.

[KeithFrench]

Other than that @Woody179! I think your only option is to contact the Full Fibre Helpdesk on: 0345 172 0074.

Their opening hours are Monday-Friday 08:00 to 19:00, Saturday 09:00 to 18:00, Sunday: Closed.

[KeithFrench]

In the eero app what speeds does it show if you tap on Internet from the Home tab?

[Woody179!]

I hadn't tried that, but just switched it off for about 1 1/2 hours, no change.

[KeithFrench]

Have you tried turning the ONT off for at least 30 mins?

[Woody179!]

Thanks for the help Keith,

Just tried both options, no difference. 1st speedtest after rebooting shows good speed, but the longer the pc is is connected it drops until it reaches 480 and sometimes lower - when I deleted my network I just connected my main PC to the Eero and tried a speedtest, but received the same results. Could it be a problem with my fibre connection?

[KeithFrench]

What about a network reset done from the app, failing that delete the network from the app, which should hard reset the Eero.

[Woody179!]

Just tried disconnecting everything from the Eero apart from my main PC and pausing all other profiles so that no Wi-Fi devices are connected but still get the same resultss.

I have 1 Sky Q box and 4 Sky Q Mini boxes, all of them are connected by Ethernet cable. 

[KeithFrench]

What about if you disconnect them? How is the Sky Q connecting, over WiFi? If so, this is not the correct method at all; it needs to be connected via Ethernet. Otherwise, you will have two mesh networks fighting each other on the same WiFi.

[Woody179!]

Thanks Keith,

Sorry, should have said that I have tried a new Cat 6 Ethernet cable already - no difference, I have just tried another brand new cable and still get the same results.

There are 2 devices that could be using the internet at the same time I do a speedtest, Sky Q (but no programs were being downloaded at the time) and my Hikvision CCTV (15 camera) is connected to the internet so that I can view on our mobile, but neither of our mobiles were connected to the cctv system at the time. However both these devices were running when the speedtests were showing results of  approx.  950 Mb/s all the time a couple of weeks ago.

Paul

[KeithFrench]

Try a new Cat 6 Ethernet cable between the eero & your PC.

Is anything else using the internet, on your PC or another device, at the same time as your speed tests?