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WiFi Hub Unresponsive

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Chat Champion

Thanks Chris 👍

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Chat Champion

Hi Chris,

               The new router arrived and was installed last night but synced at almost the exact same speed as the 1st replacment so both new routers are 4meg slower than my original unit?

 

There was an overnight firmware update so my stats are now showing a connection time of 8 hrs (after the firmware re-boot) but the sync speed is still below the min guaranteed speed for my line.

 

DownstreamUpstream
261809995
297979995
4.805.60
22.200.00
5.70

 

Regards,

               Mike

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Community Team - TT Staff

Hi Mike,

 

Thanks for retesting. I'll feed this back to our Products Team in regards to the speed difference between the routers. Would it be possible to continue with the HG633 router or does this one still have stability issues?

 

Thanks

 

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Chat Champion

Hi Michelle,

                    Concerning the 3 Wifi hubs referred to in these posts they are all the Sagemcom Fast 5364-3.T8 router. To clarify I've detailed below:

 

My original unit connects at 30meg and reports a max line speed of 36meg pretty much everytime.

 

The 1st replacement has never connected above 26meg and never reported more than 29meg as the max line speed.

 

The 2nd replacement is pretty much the same as the 1st replacement unit.

 

All three show the same data for hardware and software & I can give you the s/numbers if you need them?

 

Hardware Version Software Version GUI Version
FAST5364 3.00
SG4K10002808t
3.7.8

 

I haven't used the HG633 for probably 12 months but it was generally poor when I did use it.

It's difficult to say if the connection was stable or not as I have already said historically most of my routers routinely disconnect after a few days. I generally only notice it when there is a speed drop as there was recently.

 

For now I'm back on my original Sagemcom wifihub which immediately reconnected back at 30meg (max 36).

 

I'll let you know how the stability goes on that hub.

 

Regards,

               Mike  

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Community Team - TT Staff

Hi Mike

 

Our Products Team are looking into this.

 

If you would like us to send a HG633 in the meantime then please let us know.

 

Thanks

 

Debbie

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Chat Champion

Hi Debbie,

                  To be honest as of yesterday morning I've swapped over to a third party router just to see how it compares to the wifihub so no need for the HG633 unit.

 

As it stands at the min my line stats are better on the third party unit and I'm now 100% certain that the DLM has banded my line at 29999 so I guess I'm stuck there for the duration of my contract?

 

I will keep you updated how the line stability goes with the new router although I appreciate you may prefer it to stay the same 🙂   

 

I'm quite happy to revert back to the wifihub if your tech guys can sort the speed issue out.

 

Regards,

               Mike

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Community Team - TT Staff

Hi Mike

 

Thanks for your reply.

 

If the connection remains stable with your router connected then DLM should start to increase the speed.

 

It may be worth powering down your router for 30 minutes (so it starts a new session) and then monitoring this.

 

We can check the connection stats again in 48hrs to see if DLM makes any changes to the speed/profile.

 

Thanks

 

Debbie

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Chat Champion

Hi Debbie,

                  The new router has been in use for a week now and I've had not issues with disconnections etc so everything looks good right now.

 

The sync speed is static at 29999 and has been since I connected the new unit.

 

The reported max speed started at 39 but gradually fell back to 34/35 over a couple of days and has since remained pretty stable so overall the stats look much the same as my original wifihub but the connection seems more stable.

 

Mike   

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Community Team - TT Staff

Hi Mike

 

Thanks for keeping us updated. I've checked the connection stats this morning and your line in sync at 30mb.

 

Debbie

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Chat Champion

Hi all,

          So my new router has held on admirably since I installed it with no disconnections and a very stable 30meg sync speed.

 

The bad news is that after a couple of days of heavy rain it disconnected today and I'm back down to 27meg so it looks like my water ingress theory may be right after.

 

I'm not sure what if anything can be done as last time it took OR three visits to find the problem when it evident most days and then when they had supposedly fixed it my line speed was 10 meg slower that it had ever been and it has been ever since.

 

Any idea's where we go from here?

 

Regards,

               Mike   

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Community Team - TT Staff

Is there any noise or interference when you pick up the phone?   

Chat Champion

There's a very faint hiss in the background but nothing unusual, no crackling or anything like that.

 

The current line stats are below:

 

Theguitarman_0-1581704366801.png

 The connection was stable for 15 hrs after the disconnection with the downstream showing around 27meg current but the max was down at 33 and the SNR was 4.??.

 

I powered it down for around 1 hour then restarted and got 27 meg again but the max rate had gone to 38 and the SNR was at 7.8 - The connection has again been stable for 23 hrs now but max line rate and SNR have been steadily falling back but that's pretty much what happened when I first used this new router.

 

We have some pretty heavy weather forecast over the weekend so if that arrives I'll keep an eye on the stats and let you know what happens.  

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Community Team - TT Staff

Hi Theguitarman

 

Apologies for the delay.

 

How has the connection been over the weekend?

 

Thanks

 

Debbie

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Chat Champion

Hi Debbie,

                 I have swapped back to the WiFi hub for now as I need to use my third party router for something else for a little while. Between me advising of the last disconnection and drop in speed that router remained stable for approx 1 1/2 days before I shut it down.

 

Since switching back to the hub the connection has been ok for 2 days but it's still stuck at 27meg.  Remarkably we didn't get as much rain as predicted but I have noticed the noise margin is low and seems to move around a bit. The highest I've seen it with the hub (over this two day period)  has been 4.1 and the lowest around 3.6. When my connection runs up to the DLM limit of 29999 the SNR is usually 6.0-6.5 or higher.

 

I will leave the hub connected for now a let you know what happens.

 

Regards,

                Mike

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Community Team - TT Staff

Hi Mike

 

Thanks for keeping us updated.

 

Debbie

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Chat Champion

Hi all,

          I haven't been able to provide any updates for a while but thought I should.

 

After my last update the TT Wifi hub was more or less ok for around 10 days. During that time I had one or two disconnects, the speed was averaging around 26meg and the SNR was moving around the 4 mark.

 

I swapped back to the third party router and got 30meg but still with a low(ish) SNR and after about 5 days showing an error count around 3000.

 

Openreach carried out some work (for a neighbour I assume) in the manhole where they found the water issue last time and follwing that my router showed a disconnection on the same day. Since then it's been stable a 30meg with a higher SNR (around 5.9) and an error count of 77 after 6 days so I'm hoping whatever they did affected my line in a positive way 🙂

 

The max reported line speed is showing around 37 but my line is still stuck at 29.9 so it seems almost certain the DLM has capped my line as it will not go beyond this limit. 

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Community Team - TT Staff

Hi Theguitarman,

 

Thanks for the update and I'm glad to hear this 🙂

 

Thanks

 

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Chat Champion

Hi everyone,

                      Hope your all keeping safe and well?

 

After 18 months of trying & a 2.5 hr marathon call with your tech guys it seems like I am finally going to get at least one visit from an OR engineer as TT have finally accepted that my line has a problem and does meet the guaranteed min speed.

 

In preparation for what is likely to be an epic interchange with the OR team I wondered if any of you could advise me if VDSL uses profiling like the older ADSL did or is everything done by the DLM system?

 

The reason for asking is that some months ago you may remember my line reported a max speed of close to 39meg but this has dropped to 33 now. The TT tech guy advised me the other day that my line should provide 32.5 - 33 meg so I'm wondering is this a profile TT has set for stability or is it something in the exchange or just my rubbish line?

 

As always any advice is much appreciated.

 

Regards,

               Mike 

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Chatterbox
Hi Guitar Man
I have been reading about your Hub problems. I am amazed how calm and polite you have remained. I ran my own business for over 40 years and if my customers had a problem my engineer or myself were there the next day to fit it, we certainly would not expect our customers to except this level of service. I was looking to upgrade my Broadband to fibre with TV package but I have to say some of the stories I read from Talktalk customers are horrifying. The problem is would I be jumping out of the frying pan into the fire by going to another supplier.
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Chat Champion

Hi Glue Man,

                      I have looked at other providers and probably like you often think 'maybe better the devil you know'.

 

I run a technical support team for a living so I dare say I'm used to solving issues and although I only deal directly with our own engineering staff our end users (not the public) expect us to respond within 4 hrs (ie visit their premises) and resolve the issue within 24hrs. If we don't then in many cases we trigger contractual penalty clauses.

 

The problem I have is that I know the lines in my village are very poor and I also know that Openreach will not replace them so if I jump ship in many cases I would not see any benefit.

 

I've checked with Ofcom and they can't do much other than support me in getting released from my contract but to be fair to TT they have already agreed I can terminate penalty free it if I wish but "frying pan - fire" as you say.

 

In this particular case I also know my line speed has been limited by OR's  DLM system but only an OR engineer can request it to be reset and it seems TT won't send one out unless you have a fault so I've been stuck for a while.

 

Now my speed has gone below the guaranteed min I'm finally getting a visit from OR so you never know. 

 

Just in case I've been testing a 4G system using an indoor booster and have got speeds equal to my current landline so I'm sure if I use a external unit that will improve quite a bit so if the current issue doesn't get resolved the for me it's time to ditch the landline I think.