Full Fibre 900 suddenly no download speed

[marksamo]

Everything has been fine for a few years now, but suddenly today at 1pm the internet started being very slow on all devices, doing speed tests showed the download speed struggling to reach even 1 Mbps most of the time.

Phone on WiFi:

Desktop PC on Ethernet:

Weirdly doing a speed test on the Amazon Eero app shows that the download speed is around 490 Mbps every time, but the upload speed is either 99 Mbps or above 900 Mbps?

Although no device actually reaches anywhere near 3 Mbps download, let alone 490..

I've done all the usual troubleshooting steps, turning off the router and the fibre box and waiting a few minutes then turning back on again. Bypassing the Eero router and connecting a laptop straight to the Fibre box via ethernet cable, which resulted in the same exact speed test, meaning the router isn't the problem. Etc. etc. etc.

What could the problem be? The last time anything like this happened, it was when our fibre was first installed years ago and our download speed was limited on TalkTalk's side, producing similar extremely slow speeds. I remember having to fight for a week to get a manager to have a look at it, and the fix was simply like flipping a switch on their side. Would like to not have to go through that again.

[ferguson]

@marksamo 

One thing you could try is to switch off both the ONT and the eero for a full 30 minutes to see if that might kickstart the connection. Other than that, you will need to contact TalkTalk directly as previously mentioned.  

[Gliwmaeden2]

There are no staff on here any more, @marksamo.

You will need to reach out to the Full Fibre team for support, either using Live Chat during the day or phone 03451 720074 on Saturday [9am - 6pm]. Phone support is then open Monday from 9am.

Opening hours don't appear to have changed for the Bank Holiday:

https://help-centre.talktalk.co.uk/Billing_and_Payments/Something_else/How_to_contact_TalkTalk_Broad...