Broadband slow....complete novice needs advice.

Jamie_Carter

Before the OP gives out any stats, or makes any changes to settings, the should call TT technical support.

C_Mababejive

OP needs to login to router and check what upload/download width the router has negotiated. If this looks ok then it is a throughput issue. If the profile looks very low,then it could be a line issue. Maybe TT are throttling on streaming or they have too many users in that area?

Jamie_Carter

C_Mababejive wrote: »

OP needs to login to router and check what upload/download width the router has negotiated. If this looks ok then it is a throughput issue. If the profile looks very low,then it could be a line issue. Maybe TT are throttling on streaming or they have too many users in that area?

The OP states that they are a complete novice. So it is far better that they just call tech support, rather than trying to look at settings that they probably won't understand.

tyllwyd

If you are turning your router on an off, it may look to the ISP like a line fault and they might have put a limit on the line - we found that Plusnet had done that for us. We also had a problem with a noisy line, and we discovered that there is something called 'interleaving' which they have now turned on permanently for our line, which seems to have more or less sorted it.

But the first step is to report a problem - we did that and Plusnet ran tests from their end without anyone coming to visit and no charge to us.

penrhyn

Jamie_Carter wrote: »

The OP states that they are a complete novice. So it is far better that they just call tech support, rather than trying to look at settings that they probably won't understand.

Thats as maybe but it would give those who do know what they mean a clue as to the problem.
Obtaining router stats is a non invasive procedure.

macman

Jamie_Carter wrote: »

Before the OP gives out any stats, or makes any changes to settings, the should call TT technical support.

Why? TT 'tech support' is completely clueless, the OP will simply be passed to a series of uncomprehending script-jockeys, and then offered a Qube 'engineer' at £50 call out..
All the advice and help required is available on here, and there's no evidence that the fault is the responsibility of TT. Which is why we need the info already requested (router stats).

C_Mababejive

I do agree. Most tech helplines are manned by people who often know Jack !!!!! about it and just read stupid scrips and waffle about your anti virus being up to date! If i had their level of knowledge,i'd be embarrassed to demonstrate it via the telephone network !

I must however give a major thumbs up to O2 whos staff actually know what they are talking about and do fix stuff.

Jamie_Carter

penrhyn wrote: »

Thats as maybe but it would give those who do know what they mean a clue as to the problem.
Obtaining router stats is a non invasive procedure.

The trouble when people ask this type of question on forums is that there are loads of armchair experts, all with different views. Although most are well meaning, and have an extremely high knowledge level in a subject, they simly don't have the details to hand that the ISP would have.

So I would always advise speaking to the ISP first. And only if that doesn't work due to lack of technical knowledge by the call centre operator, then seek advice through forums.

Jamie_Carter

macman wrote: »

Why? TT 'tech support' is completely clueless, the OP will simply be passed to a series of uncomprehending script-jockeys, and then offered a Qube 'engineer' at £50 call out..
All the advice and help required is available on here, and there's no evidence that the fault is the responsibility of TT. Which is why we need the info already requested (router stats).

See post 19

Jamie_Carter

C_Mababejive wrote: »

I do agree. Most tech helplines are manned by people who often know Jack !!!!! about it and just read stupid scrips and waffle about your anti virus being up to date! If i had their level of knowledge,i'd be embarrassed to demonstrate it via the telephone network !

I must however give a major thumbs up to O2 whos staff actually know what they are talking about and do fix stuff.

Some do know Jack !!!!, especially overseas call centres. However some operators do know what they are talking about. And they are also likely to know about network faults, or if there have been similar problems in the past, and how to fix them.