very low connection speed
on 05-01-2025 09:58 AM
Message 18 of 26
My cable was installed last week for full fibre and so far, the speeds I am getting are between 20 and 30 mbps. Initially I used my old router, but I was then sent an eero, which is slightly slower than the old one. I was on the phone to the technical department for over 3 hours, during which they told me that my go live date was the 9th January, but that was only an order date i.e. that I should still be getting the speed for Full Fibre (min. 120 mbs). Is that the case, or is it that I will not get the guaranteed service until it goes live?
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25 REPLIES 25
on 02-03-2025 03:37 PM
Message 1 of 26
HI @Johnnyb52
If you want help, you cannot use someone else's thread.
To get help, you must start your own thread. To create your own thread, go to the main page for the board in question & click the "Start a topic" button.
TalkTalk insists on one thread per problem per customer. Please note, TalkTalk makes the rules, not me.
Thanks.
Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they?
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on 02-03-2025 09:10 AM
Message 2 of 26
i pay for 500 Mbps but this is about the best I ever get
Every night at 6 pm and over weekend I get between 49 and 101
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on 05-01-2025 09:57 PM
Message 3 of 26
Hi @Villip
OK, so the eero is reporting full speed on the fibre. How are you connecting from the device giving the low speed to the eero, wireless or wired?
Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
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on 05-01-2025 09:11 PM
Message 4 of 26
Well spotted @Gliwmaeden2 I am going to merge these topics to make it easier for the support team to follow.
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on 05-01-2025 09:07 PM
Message 5 of 26
@Villip, looking also at your earlier thread, it looks like you didn't save your details when you put them in.
Earlier topic:
https://community.talktalk.co.uk/t5/Full-Fibre/cable-installation/td-p/3088218
You do need to scroll down and click on SAVE CHANGES for the details to show as completed.
It's to help forum staff identify your account. They'll be back on here during the day tomorrow.
Gliwmaeden2, a fellow customer.
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on 05-01-2025 09:04 PM
Message 6 of 26
Well I am sorry to say it appears you haven't, otherwise there would be an indicator below your username and avatar.
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on 05-01-2025 08:57 PM
Message 7 of 26
Already done, when i last posted about this. Didn't get a response though.
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on 05-01-2025 08:43 PM
Message 8 of 26
Yes, I also tried connecting the cable in the other slot on the eero router. So far, the speed has increased to around 35, which is what I sometimes got with the old router, so it's performing as well as that one now anyway!
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on 05-01-2025 08:13 PM
Message 9 of 26
If you would like the support team to look into this for you make sure that your personal details including TalkTalk phone number or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond.
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on 05-01-2025 07:39 PM
Message 10 of 26
Try -
Settings
network and internet
Wi-Fi
click on your network name
what does it say under "Frequency"
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on 05-01-2025 07:35 PM
Message 11 of 26
Did you try turning it off for 30 minutes?
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on 05-01-2025 07:07 PM
Message 12 of 26
Thanks again. The app says I have a download speed of 151 mbps, and that is given as my fastest download at various times during the day. When I do a speed test on it it also comes out at that speed, yet that is obviously not the speed I am getting and , if I do a speed test anywhere else, including on the Talktalk site, it is just over 10% of that figure.
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05-01-2025 05:32 PM - edited 05-01-2025 05:34 PM
Message 13 of 26
Open eero app
Click "activity" at bottom of screen
What does "Fastest Download" report?
Turn everything off for 30 minutes and try it again.
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on 05-01-2025 04:36 PM
Message 14 of 26
Thanks for your reply. Yes, it's installed and looks pretty much like your photo, with three green lights lit up. I used my old router for two days and got a speed of around 30mbps, then was sent an eero router which gives me a slightly lower speed, in the low 20's. The speed advertised is 150mbps, with a "guarantee" of 120 mbps, whatever guarantee means.
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on 05-01-2025 04:24 PM
Message 15 of 26
Hi Keith,
I'm not sure exactly what going live means. My line is installed and I get a connection, so it is presumably live, but the "Go Live" date according to the order management dept. is next Thursday. Does that mean that I wion't get the contracted service before then, and I'm lucky to have any internet connection, albeit a crap one, for the time being? (I was with Talktalk broadband before, on a copper line, which was much better, but is obviously now no longer available).
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05-01-2025 12:54 PM - edited 05-01-2025 12:57 PM
Message 16 of 26
"My cable was installed last week for full fibre and so far, the speeds I am getting are between 20 and 30 mbps"
If you have had a new cable and one of these installed and your router is plugged into it you should be getting full speed.
Edit - Sorry i posted at the same time Keith posted.
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on 05-01-2025 12:51 PM
Message 17 of 26
So have you actually gone live yet? The package speed will be what is delivered to your ONT.
Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
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on 02-01-2025 11:17 AM
Message 19 of 26
Thanks but could you also add either your TalkTalk home telephone number or account number
Chris
Chris, Community Team
Our latest Blog l Share your Ideas l Service Status l Help with your Service l Community Stars l Set your preferences
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on 02-01-2025 10:29 AM
Message 20 of 26
Hi Chris,
I've updated my profile. Thanks
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on 02-01-2025 08:11 AM
Message 21 of 26
Hi Villip,
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
Chris, Community Team
Our latest Blog l Share your Ideas l Service Status l Help with your Service l Community Stars l Set your preferences
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