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Issues after fibre upgrade

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54 REPLIES
ashscrivens
Chat Champion

Hi,

 

An engineer visited my home yesterday, installed a new master socket and enabled me for fibre. I should be getting speeds of around 70mb but i only getting around 30mb and it seems that's what my router is syncing at. The engineer did tests and advised my line is capable of up to 80mb as the cab is in my apartment block.

 

(I have also achieved speeds of around 70mb before on this line with EE broadband)

 

Also the reason I have posted this in the TV forum is I am unable to view boost TV channels since this upgrade yesterday, I have also tried this morning restarting both the TV and router.

 

It’s all a bit of mess at the moment, hope you can help?

 

Thanks
Ash

 

texasranger1
Conversation Starter

hi mate

 

    If its anything like when i upgraded to fibre the 30 speed is at the start and over the next 10 days or so as they test your line the speed will improve upto your maximum avalible speed.

 

Hope this helps you!

 

cheers

texas ranger
Community Team

Hi Ash

 

I'm sorry to hear this.

 

I've completed a line test which hasn't detected any faults and your line is in sync at 80mb.

 

Please can you power down your router for a full 30 minutes and run a speed test following this?

 

Thanks

 

Debbie

ashscrivens
Chat Champion

I will try another restart when I am home from work, do you know why my boost channels are not working either? Its not throwing up any error messages they are all just completely black screens.

 

Thanks

Ash

Community Team

Hi Ash

 

The speed can affect this too. Please let us know if you are still experiencing this issue following powering down the router (for 30 mins)

 

Thanks

 

Debbie

ashscrivens
Chat Champion

Hi Debbie

 

Had it all switched off for half an hour and turned it back on. Still the same poor speeds and none of the boost channels are working.

 

All my recordings on these channels have failed so I'm missing tv I'm paying for.

 

Attached are some images from the router and a speed test.

 

ThanksScreenshot_20171207-075444.jpg

 

Screenshot_20171207-075347.jpg

 

Community Team

Hi ashscrivens,

 

Can't see any reason for the slow throughput. Are you running the speed tests on a device connected to your router by Ethernet cable or Wifi?

 

Can your run 3 speed tests at different times of day on the My Account speed checker on a device connected by Ethernet cable to your router (can you try to make sure that no other devices/applications accessing the internet at the time)

 

Chris

 

 

ashscrivens
Chat Champion

I will do but the issue of the TV channels seems to be another issue. The TV boosts will work with a much slower speed than 30mb so they should be working regardless, they worked before on my 10mb ADSL connection.

 

Can this also please be looked into, I now have episodes of series missing all this week for tv I am paying for!

 

 

Thanks

Ash

ashscrivens
Chat Champion

Yesterday I tried calling in to TalkTalk, the lady got me restarting everything, ran tests and also got me doing a master reset on my box losing all series links and settings. I think she give up in the end and hung up on me.

 

Its clear something has not been switched over for me to receive the channels on my new fibre line, speeds are also still only running at just below 30mb, my guaranteed min speed is supposed to be 60mb.

 

I hope you can try sort this today.

Community Team

Hi ashscrivens,

 

Can you try switching the router off again for 30 minutes, you're still on an 80Mbps profile but sync speed is only 28.1Mbps

 

Regarding the TV issue, are you only getting a black screen, do you not get an error message or a message asking your to subscribe?

Chris

ashscrivens
Chat Champion

Hi Chris,

 

Yes I only get a black screen no error message, its recognising my subscription as sky ondemand will play fine in the talktalk player and its shows my subscribed boosts.

 

 

I am currently in my office so unable to restart untill later this evening when I am home, are you able to check any issues of the area/exchange being congested in my area? Just an idea of what the issue with speed might be.

 

Thanks

Ash

Community Team

Hi

 

If there is an underlying fault it could also be affecting the multicast transmissions.

 

If you can power off the router for 30 minutes as advised by Chris, this will essentially end and allow a new session to be created between the router and the exchange equipment.  Also, whilst doing this, power off the TV box for 10 minutes and see if you still get the blank screen on IP channels when all is back up and running.

 

If the speeds continue to be low we may need to deal with this issue first by way of an engineer before looking at a multicast engineer to check the exchange ports.

 

Thanks

 

Karl. 

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ashscrivens
Chat Champion

Morning,

Had it all switched off last night for over an hour, router and tv box, still all the same.

 

Speed tests go wild, constantly jumping around from 10mb to 30mb its not a smooth gradual build up like speed tests usually are, it’s as if the connection has spikes and isn’t consistent.

 

I remember when the engineer visited last week on Tuesday he did tests on the line after fitting a new master socket before connecting the TalkTalk router back up and advised the line will run at 80MB perfectly.

 

Thanks
Ash

Community Team

Hi

 

Sync is showing at 80mb currently, can you run a couple of fresh wired speed tests for our logs.

 

Thanks

 

Karl. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars


OCE's Hours of Operation - Mon to Fri 8am to 4pm. Urgent issues outside these times, please use Live Chat

ashscrivens
Chat Champion

Morning,

 

Still no change, well slightly higher now reached 40mb at one point but no IP channels on the TV.

 

Thanks

Ash

 

 

Community Team

Hi

 

A new router model is on the way for testing.

 

This should arrive in the next 24-48 working hours.

 

Networks want to see if the speeds improve with a different model and once tested, they can also request a multicast engineer to look at the TV channels issues.

 

Thanks

 

Karl.

 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars


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ashscrivens
Chat Champion

Hi

 

New router arrived and connected. Still sub 40mb speeds and no tv. I do now however get an error message of IPC6023.

Community Team

Hi

 

With the new router in place, can you run me 2 wired speed tests at https://myaccount.talktalk.co.uk/speed-checker/

 

Then run a traceroute and a ping to www.google.co.uk

 

and post the results here so I can pass these to our network teams.

 

Thanks

 

Karl. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars


OCE's Hours of Operation - Mon to Fri 8am to 4pm. Urgent issues outside these times, please use Live Chat

ashscrivens
Chat Champion

Hi,

 

I have ran 2 tests using that link and submited my phone number, tests were reaching over 50mb which are decent but still no TV! I hope this can be fixed in time for christmas.

 

Getting a bit fed up loud crying face will I be refunded for the tv boosts and speed boost considering i have not had use out of them? There's TV shows that have been on set for record which i am never going see.

 

I'm getting frustrated now that in 3weeks you've retained from sending out a "mulitcast engineer" and the openreach engineer that came on the 5th to install a pointless new master socket knew my tv was no longer working but just left anyway, there's clearly something more wrong then just my sync speed.

 

The Ping results to google.co.uk were 12ms, 15ms and 13ms.

 

Ash

Community Team

Hi Ash,


I'm really sorry about this but can you post the full results of the ping and traceroute as we'll need to pass these on to our network team


Chris