Slow download, fast upload on Full Fibre500

[JoeRobinson]

I'm experiencing slow dowload speeds but fast upload.

Up until two days ago I had no issues. Now I'm getting between 1Mbps and 6Mbps down, but still around 70Mbps up.

The connection in the eero app is showing as ~125Mbps )a lot less than FullFibre500), but faster than I'm seeing in speed tests/downloads etc.

I've tried:

- Unplugging the router for 30s and reconnecting

- Wifi and wired connections
- Making sure the router firmware is updated
- Different devices: Macbooks, phones, Xbox, TV

- Disconnecting as many devices as I can from the router

Router model: eero pro 6

I've spoke to a service agent on live chat and we went through a few steps. They claim it's a wifi signal issue and recommended moving closer to the router or buying extra eero boosters.

I don't think it's a signal issue due to:

- A wired connection experiencing the same thing
- It doesn't matter how close I am
- I'm seeing full bars if wifi signal strength
- Nothing has changed in my setup
- Upload is still fast

Any ideas? Do I need a new router or an engineer visit?

[JoeRobinson]

Hi Chris, I've added those details. Let me know if you need anything else. Thanks!

[Chris-TalkTalk]

Hi Joe,

Can you please update your community profile to include your:

• Name
• Telephone number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks
Chris

[JoeRobinson]

The internet connection page in the eero app is showing 72Mbps connection (still slow for full fibre), but still a lot faster than i'm getting on wired or wifi.

eero app connection view

[JoeRobinson]

Unfortunatley no improvement.

Wifi speed test: 1.27Mbps down / 61.52Mbps up
Wired speed test: 10.93Mbs down / 59.12Mbps up

[Michelle-TalkTalk]

Great, thank you.

Michelle

[JoeRobinson]

 I haven't, but I'll do that now.

[Michelle-TalkTalk]

Hi Joe,

Ok thanks for trying this. Have you also tried powering down the ONT and eero for a full 30 minutes?

Michelle

[JoeRobinson]

Running the test a second time resulted in 2.66Mbps down and 70.61Mbps up, so it's a little variable.

[JoeRobinson]

Good idea, thats one thing i've not tried!

Yes tried it and still slow unfortunatley.  11Mbps down, 66Mbps up.

[Michelle-TalkTalk]

Hi Joe,

Would it be possible to run a speed test with a wired device directly at the ONT with the eero removed so we can see how the speeds compare please?

Thanks

Michelle