Slow speeds

[ekcooke]

We have Full Fibre 900, since just after Christmas.  Never more than 640mbps so far.  Unable to check connection. What to do?

[KeithFrench]

Hi @ekcooke 

It does not mean though, that the devices you have cannot work faster. What is the network adapter you are using in your laptop and what are your phones? I will Google them to see for you.

[ekcooke]

Thank you.  I think that explains it.  Even though we don't use 'hungry' services, just a laptop and a couple of mobile phones, I can now understand what affects the speed reports.

[KeithFrench]

To answer your question @ekcooke, I would say that the speed shown in the Eero app is the speed of your full fibre service at the router, whereas the speed tests on the devices are affected by the link rate from that device to the Eero, out over the Eero/fibre connection to the internet. If the device is running a slower link rate than the speed of the fibre, then you will get a slower speed test on that device.

When you have speeds as high as the 900M service, it could very easily be the case that the device is using an older WiFi adapter that can't run at those sorts of speeds. Even some older wired Ethernet adapters might only run at 100M and therefore you'll never get 900M on such a device.

With WiFi, this can be even more affected by WiFi interference reducing the device's link speed to the Eero.

Please can you check the WiFi specifications of your devices & let me know what they are? If the device displays the link rate, then that is even better. If you don't know how to find this information, then let me know what some of the devices are & I will look them up, when I get the time.

[Chris-TalkTalk]

Hi ekcooke,

The main point of Full Fibre 900 isn't really that you get 900Mbps on one device, it's more that there's enough bandwidth to run multiple devices at the same time without any loss of performance. For instance someone in a household could be streaming Netflix on the TV, while someone else is watching YouTube videos, and someone else streaming spotify or downloading a file. It just means there's enough bandwidth to meet a households needs. The Eero is showing that you have the bandwidth available even if you aren't getting that speed on one specific device

Chris

[ekcooke]

EERO app speed check shows around 940-960mbps, so I am told the service is correct.  However, every other broadband speed checker says I am getting between 540 and 740.

What makes the EERO check right, and all the others wrong?

Overall the connec tion seems ok, but I want assurance I am getting what I pay for.....

[Michelle-TalkTalk]

Morning,

What speeds do the eero speed checker show please? How has the overall performance of the connection been?

Thanks

Michelle

[ekcooke]

Last update from TalkTalk states we must only use the EERO app to check speeds.  When I do that the speeds are as contracted, but all other (non EERO) checkers show speeds between 540 and 740mbps.

Am I to believe the EERO speed is correct and all other checkers are wrong?

[Michelle-TalkTalk]

Good morning,

I've posted on your other topic this morning. Just to confirm, did you try powering down the ONT and eero to see how the speeds compare?

Thanks

Michelle

[KeithFrench]

Thanks for that @ekcooke, please could you try turning the ONT & Eero off for at least 30 mins & then recheck it?

[KeithFrench]

I have a feeling @ekcooke that as you have the Eero, there might be somewhere in the Eero app that tells you the speed the fibre is currently running at. I do not have the Eero myself, so cannot tell you where that is. This might save you from trying to connect something up to the ONT.

[ekcooke]

Current speed check - 

552 Mbps

download

111 Mbps

upload

Connection check still showing "

Sorry, we had a problem checking your services

We tried to test your network connection but we can’t provide status updates on your current package.

If you need any additional help, chat to one of our team...."

[KeithFrench]

Do you have any other wired (Ethernet) devices that you can do a speed test from that you could connect to the router end of this cable?

[ekcooke]

I don't have a connector to link that cable to my laptop......

[KeithFrench]

Just unplug the cable at the router end that connects to the ONT & connect it to a laptop or similar. Then try a speed test from there.

[ekcooke]

Having identified the ONT, how do I connect to it directly?

[KeithFrench]

The staff here will not call you. The router is connected to another box on the wall called an ONT (Optical Network Termination), it might be white or black and will have some lights on it.

[ekcooke]

Maybe best if Michelle calls?

[ekcooke]

Sorry, not techie enough to understand!!!  What is an ONT?

I have a black box with 'Grandstream' on - the blue telephone image is flashing slowly

I have a white EERO box with just a steady white light

[Michelle-TalkTalk]

Morning,

How are you getting on? What speeds are you seeing if you run a wired speed test directly at the ONT with the router/eero removed please?

Thanks

Michelle

[KeithFrench]

Can you connect a wired (Ethernet) device in place of your router to the Ethernet cable coming out of your ONT? Then do a speed test from there? What speeds do you get there?