What WiFi band are they connecting to? The Full Fibre 500 or 900 packages often mean that customers do not achieve the speeds they think they should (obviously, around 500 or 900Mbps). This is often not an issue or design of these services, but the connection between their devices and the router. The Wi-Fi network adapters in these devices often cannot deliver speeds as fast as the fibre service can.
Take the example of some older Wi-Fi 5 (802.11ac) adapters that might work at speeds up to 433Mbps, when used in a perfect wireless environment, which most homes are not. When an internet speed test is performed, the speed achieved is down to the slowest link in the chain, namely the 433Mbps Wi-Fi adapter. Speed tests in this case might achieve somewhere around 400Mbps or less.
Older Ethernet connections can suffer as well. If a device only supports the 10/100Mbps standard, not the normal 1000M (1Gbps) or even the newer 2.5Gbps available on some desktop PCs, they are likely to only record 100Mbps on a speed test.
To get close to the 500/900Mbps on a speed test, that device must either have a minimum of a 1Gbps Ethernet connection or if wireless, a much faster WiFi adapter. This would be a higher specification Wi-Fi 5 (802.11ac) or Wi-Fi 6 (802.11ax) adapter. Even so, at these wireless speeds, signal quality must be near perfect (signal strength with very little Wi-Fi interference).
There are some basic checks that you can do to ensure that your devices have the best chance of achieving these higher speeds:-
1) Check that these devices are connected to the 5GHz WiFi band, not the 2.4GHz band and as you presumably have the eero Pro 6, then as many devices as possible should be using the 5GHz (High) band.
2) Which eero Pro 6 is each device connected to, it should always be the gateway or closest/fastest extender node. The more extender nodes that you go through to get to the gateway, the slower the speed will always be. In fact, you will probably need to be connected to the gateway to have any chance of these speeds. In addition to this, with the eero Pro 6, any device capable of a 2402Mbps link speed must be connected to the 5GHz (High) wi-fi band. The 5GHz (Low) band is not as high a specification as the high one.
3) To aid with step 2, is "Client Steering" enabled within the eero app, as well as "Local DNS Caching"?
4) Have you checked for WiFi interference, a topic that I can provide a lot of help with?
The information below is provided by TalkTalk. For confirmation, please contact @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.
