very low connection speed

[Villip]

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?

[KeithFrench]

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?

[ferguson]

Well spotted @Gliwmaeden2 I am going to merge these topics to make it easier for the support team to follow. 

[Gliwmaeden2]

@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. 

[ferguson]

Well I am sorry to say it appears you haven't, otherwise there would be an indicator below your username and avatar.

[Villip]

Already done, when i last posted about this. Didn't get a response though.

[Villip]

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!

[ferguson]

@Villip 

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.

[DJI_MINI_2_SE]

Try -

Settings

network and internet

Wi-Fi

click on your network name

what does it say under "Frequency"

[DJI_MINI_2_SE]

Did you try turning it off for 30 minutes?

[Villip]

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.

[DJI_MINI_2_SE]

Open eero app

Click "activity" at bottom of screen

What does "Fastest Download" report?

Turn everything off for 30 minutes and try it again.

[Villip]

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.

[Villip]

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).

[DJI_MINI_2_SE]

"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.

[KeithFrench]

So have you actually gone live yet? The package speed will be what is delivered to your ONT.

[Chris-TalkTalk]

Thanks but could you also add either your TalkTalk home telephone number or account number

Chris

[Villip]

Hi Chris,

I've updated my profile. Thanks

[Chris-TalkTalk]

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

[DJI_MINI_2_SE]

"guess if they don't bring the equipment, they won't be able to install it, but it's not that my equipment hasn't arrived yet, Talktalk haven't sent it."

Mine arrived the morning of my install, if it doesn't arrive the engineer will still install your FTTP then when your router arrives all you do is plug it in and put the cable between ONT and router then if eero follow the simple  instructions. 

[ferguson]

That "modem" is probably a combined modem/router. If it has a red WAN port on the back it should connect with the fibre service just fine.