Fibre 150 worse than 65!?

[killerjane]

I recently upgraded my package to Fibre 150 as Fibre 65 just wasn’t enough to support me and my partner working from home. 

I received an email on Saturday saying I was live, so installed my Eero as requested. All fine and was receiving high download speeds on our phones. 

Went to log on to my laptop yesterday sat in my office, and I couldn’t get onto the internet. Download speeds were all over the shop. I was working on a Google doc; it would allow me about 2 minutes work before the connection dropped. 

This is even worse than I had before!!

I ran a line test via my dashboard it said an Amber alert and gave me a fault report number. But helpfully stated ‘check back in a few days’ to see if it’s been resolved. I work from home, I’ve got a crazy day of meetings tomorrow and currently can’t even access the internet on my shiny new package.

Has anyone got any advice? I can’t understand why the service is fine on phones but absolutely woeful on laptops!?

[KeithFrench]

Hi @Wendy2002 

There is no point in posting on a thread that is nearly a year old. If you have any issues yourself, then please create your own thread.

Thanks.

[Wendy2002]

I had same problem was onto talktalk all week kept telling me to do different things got fed up and down graded back to 65 problem solved fibre 150 was useless 

[Chris-TalkTalk]

Thanks Keith 🙂

[KeithFrench]

Hi @Michelle-TalkTalk 

The customer has had problems accessing the internet from one laptop This has now been rectified by disabling a recently installed VPN client that was put on by her IT dept. However, there are still speed issues which we are investigating. More updates as I have them.

[Michelle-TalkTalk]

Morning,

No problem 🙂

Thanks

[KeithFrench]

Hi @Michelle-TalkTalk 

@killerjane came back to me yesterday, but hasn't had the time to try what I have requested as yet. When she does, I will update this thread with my diagnosis.

[Michelle-TalkTalk]

@KeithFrench - Thanks for confirming 🙂

Thanks

[KeithFrench]

Hi @Michelle-TalkTalk 

I have been doing some diagnostics with this customer offline. I think I know what the problem is, but I am waiting for the customer to try one thing for me, which I have only just asked her to do. Hopefully, I will be able to update you later today.

[Michelle-TalkTalk]

Morning,

How are you getting on?

Thanks

[killerjane]

Yes I will (currently en route to pick up my niece for babysitting duties). As soon as I’m back home I’ll try it!

[KeithFrench]

It could be the problem, but normally the 2.4GHz band is much worse than the 5GHz one. Can you try forcing the Macbook to connect to the 2.4GHz band?

[killerjane]

Oh that’s interesting! The other ones currently online 2.4GHz and my Mac is 5GHz. Could that be the issue??

[KeithFrench]

That is perfect, the page I found referred to the Amazon version rather than the TalkTalk one. Obviously, TalkTalk has rebranded it a bit in their firmware. In this case, it is the Connection Type, which is set to the 5GHz band. Please try one of the working ones, they may well be on a different band.

[killerjane]

I can’t see anything mentioning connection field but have attached a screenshot of what I see. Everything working also connected similarly. 

[KeithFrench]

Hi Jane,

No worries, I'll help you every step of the way. If you look at this site, it shows where the connected devices are displayed within the Eero app. Tap on the one for your MacBook and you will see the Connection field, this will identify the WiFi band it is using:-

https://support.eero.com/hc/en-us/articles/207895143-Where-do-I-view-the-devices-on-my-network- 

Whilst looking at that, have a look at a couple of devices that are working OK, which WiFi band are they using?

Do you have any other way that I can send you my guide (preferably not via email)?

[killerjane]

Thank you Keith. Would interference explain a single device not connecting when others are fine?

forgive my ignorance, what am I looking for regarding the Wi-Fi band? 

[KeithFrench]

las I have just found out that you do not have PMs enabled, I will try & get TalkTalk to enable them for you, but they are on a skeleton staff today on this forum. 

[KeithFrench]

Can you tell which Wi-Fi band the MacBook is connected to, you should be able to find this out I would think from the Eero app.

I will PM you a link for a guide of mine on Wi-Fi interference, I hope that you have PMs enabled, being classed as a "Newbie" (not a term I like) they may not be & we would need TalkTalk to enable them for you.

Initially just look at the section called "Are you suffering from interference – prove it first". This section includes full details of Wi-Fi analysers that I recommend for Windows, Windows phone, Android and Apple operating systems. However, I have no way of testing the Apple product. Do not worry about interpreting the results, I will do that for you.

Please post the screenshots that I have requested in my guide (no photos please they can be difficult to read as text can get out of focus when zoomed in), from the analyser you are using (also in my attached guide). Please ensure that the analyser window is maximised (if Windows) before taking the screenshots & upload them via the "Insert Photos" button (in a mobile browser it's the picture icon) on the post editor's toolbar with the Size parameter set to Large. If they are too small, I will not be able to read them & although I can enlarge them, this puts the text out of focus. If you prefer PM them to me. If you do PM me, then please add a link in there to this thread, so that I can find it easily.

[killerjane]

I’m currently sat on the floor about a foot from the router. 

I’ve tested an old windows laptop all over the house and connection is fine. I just don’t understand why it’s JUST my MacBook that doesn’t get internet (it’s connected to the network fine)

I’m absolutely desperate for help, a full day of video call meetings tomorrow and I can’t actually use my shiny new internet 😭

Happy for your to send through the diagnostic request, thank you!

[KeithFrench]

That is potentially easier to fix then. Please can you tell me roughly where the MacBook is in relation to the Eero within your property?

Slow speed, intermittent dropouts, breaks in the signal or no signal on some or all devices or no internet access 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 byproduct of the popularity of Wi-Fi.

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.

The next stage involves sending out a guide to you to help you get me some important diagnostic results so that 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.

Whilst the Eero is supposed to manage Wi-Fi interference, if this is very bad, particularly in the 2.4GHz band, then it cannot do anything about it, no router can. The same goes for any router at that point. Other things that may then need to be investigated are its location within your property and the WiFi bands that you use. It is possible that you may also need to purchase additional Eero nodes as it is supposed to operate as part of a mesh system. I can help with any of this. However, I would suggest that you follow my help to find out what the root cause of the problem is, before throwing money at it.