Poor Full Fibre Downstream and Upstream

[Grannysport]

Fibre 150 installed yesterday. Eero 6 router is downstairs. Two mobile phones , one iPad and one tv and two PCs in upstairs office. Current speeds 1.2 downstream and 1.4 upstream. Have spent hours talking to firstly Eero support who eventually said it was a TalkTalk issue. Then TalkTalk support who after turning everything on and off several times told us to turn the router off overnight and then on again at 7am and that should improve things!! Seemed unlikely but we did. No change this morning.

I called TalkTalk back in January to cancel (after all sorts of problems for a year) but stupidly got talked into staying with a good offer for Full Fibre. It’s taken over 2 months to finally get it installed and still rubbish! I’m so regretting my decision. 

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[KeithFrench]

Hi @Grannysport 

A couple of other location considerations that I should have made you aware of:-

The gateway eero that connects directly to the ONT, does not have to be located near it. Longer (Cat 6 minimum) Ethernet cables can be purchased to move this eero to a better position. Any extender eero should be located approximately halfway between the Gateway eero and the dead zone.

[KeithFrench]

That is basically what I would have worked towards, the eero is designed to be operated in a mesh network (a network of two or more eeros). If you look at Amazon, they often sell them in packs of three. 

There are some considerations to maximise the WiFi performance with a mesh network and it is mainly down to the location of the eeros.

Locations to maximise performance
These apply to each mesh node (Gateway & Extender(s)):-

• Each node must be out in the open, not shut away in a cupboard.
• The location should be reasonably high and most certainly never on the floor.
• Never site it near other electronic equipment (TVs speakers etc), large metal objects, glass, mirrors or water tanks etc. Do not expect Wi-Fi signals to pass through such objects either.
• Do not locate it near any large appliances in a kitchen such as washing machines or fridge freezers etc. Do not assume that Wi-Fi signals will pass through these items either.
• Do not block the Wi-Fi signals with large furniture either, such as sofas and tables etc.
• Keep away from wireless doorbell pushes/speakers (not to be confused with video doorbells operating over Wi-Fi devices from manufacturers such as Ring, TP-Link or Reolink etc).
• Do not locate them near any cordless phone base stations.

Desktop PCconsideration
If the PC has a tower case:-

• If the Wi-Fi adapter connects inside the case with antennae located behind the metal at the back of the case, this will restrict Wi-Fi signals from being received or transmitted from it. Try to purchase an SMB magnetic mount extension to get the antennae above the case.
• If it is a USB Wi-Fi adapter, use a USB socket on the front of the PC, as there is more open space around it than at the rear. If a USB extension cable is used, try to ensure that it is fairly short, so that the power from the computer is not attenuated. Long extension cables can cause the adapter to not have enough power from the computer to work correctly. Try again to look for a USB 3 extension unit. When buying such an adapter, always look for a USB 3 model as a minimum and connect it to a USB 3 socket on the PC.

[Grannysport]

Thank you so much Keith for all this. 
My husband eventually got escalated to someone in the U.K. who knows  (hopefully) exactly what the problems is. She is sending us another router to link to the existing router at no extra charge as she recognised that we’ve been mucked about! My husband wants to try this. 
Should this not work I’ll get straight back to you. 
Thanks again🙏

[KeithFrench]

Hi @Grannysport 

Do not worry about interpreting the results; I will do that for you. I will send a PM to that contains a link for a guide of mine on Wi-Fi interference. It is quite long (about 30 pages), but you will probably only need to look at three or four pages in total. Initially, look at the section called "Are you suffering from interference – prove it first". This is the first link in the table of contents. This section includes full details of free 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. Select the analyser of your choice & my guide explains how to use it.

If you are using Wi-Fi Scanner, then please attach the zip file to this thread. As soon as I have downloaded it, I will remove the attachment from your post to preserve your privacy.

With all other analysers, please follow my instructions below.

Collect the screenshots that I require and include them in your reply.

Please post the screenshots to me in a PM (to protect your privacy), which I have requested in my guide. No photos, please, as they can be difficult to read, because the text can get out of focus when zoomed in. 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.

[Grannysport]

Thank you. Please send me your guide. How do we do this?

[KeithFrench]

No, it is down to wireless performance issues. This is an area that I specialise in, but I cannot do anything unless you request me to, then I will send out the guide I promised in an earlier post.

[Grannysport]

The fibre was provided by Openreach. My husband currently on the phone to TalkTalk (again!) as he’s pretty desperate. He’s got work to do so seriously impacted by this. He’s the tech one so will get him to respond to you when he’s free. 
What I don’t understand is why the PCs were fine on the old system and for about 2hrs after it was all connected up to FF150 but then nothing since?? Could it be to do with age of PCs? Clutching at straws here!

[KeithFrench]

Thanks for that @Grannysport. Those speeds are fine if the fibre was provided by Openreach.

Assuming that the PCs are connected wirelessly, then WiFi interference or signal strength issues are the most likely. 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 a lot more from interference than the much faster 5GHz band, but the 2.4GHz one can sometimes have a better range, but this all depends on your local area.

In other words, I try to help you optimise your Wi-Fi connection. 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.

[Grannysport]

Thanks Keith. Eero shows 150 down speed and 29 up speed. Just updated it. The problem now is my husband’s two PCs which are in an upstairs office have no internet connection at all. Other devices all ok. The PCs worked perfectly until the FF150 installed yesterday. Weird??

[Debbie-TalkTalk]

Hi Grannysport

I'm really sorry to hear this.

I can see that @KeithFrench has offered to help. 

KeithFrench is one of our valued Community Stars and can help with a range of issues related to wireless and networking. At times he may ask you to send him test results via a Private Message to help analyse/diagnose an issue.  Although Keith does not work for TalkTalk, he very kindly shares his time and knowledge to help with others.  If you need further help or, if we need to take any details such as personal information about your account like phone numbers, account numbers etc.  one of the TalkTalk team will jump in and help out.

[KeithFrench]

Hi @Grannysport 

I can help with this. First is the speed measured by the eero correct. To check this, please go to the Home tab and tap on Internet in the eero app. What speed does it show there?

The information below is provided by TalkTalk, for confirmation, please contact @Debbie-TalkTalk or @Lorrainef.

KeithFrench is one of our valued Community Stars and can help with a range of issues related to wireless and networking. At times, he may ask you to send him test results via a Private Message to help analyse/diagnose an issue. Although Keith does not work for TalkTalk, he very kindly shares his time and knowledge to help others.

If you need further help or if we need to take any details such as personal information about your account like phone numbers, account numbers, etc, one of the TalkTalk team will jump in and help out.