2 ISP's active on one line reduced speed

I have just switched from Zen 38Mb fibre on Friday to Shell Fibre 76Mb, it turns out that Zen have not disconnected the line yet so I am able to access the internet via my Zen router still and when I disconnect it and put in the Shell router I access the internet through it to, however the speed appears to be the same 34Mb I was getting on Zen. Is this because the old provider is still active?

If you were only getting 34Mbps before it is unlikely you will get more than that when you change providers.

Can you run a TBB speedtest with a link to te result and also provide modem stats that show, attenuation, SNR, sync and max attainable?

In reply to a post by asindlemouat:

I have just switched from Zen 38Mb fibre on Friday to Shell Fibre 76Mb, it turns out that Zen have not disconnected the line yet so I am able to access the internet via my Zen router still and when I disconnect it and put in the Shell router I access the internet through it to, however the speed appears to be the same 34Mb I was getting on Zen. Is this because the old provider is still active?

No, it's most likely because your line only supports 34Mb/s. Whoever advised you to switch to a faster package may have misled you.

What ISP does it say when your on speedtest.net ?

If you were getting anything less than the 38M you were capped at before, then you won't get any faster if the cap is increased.

Attached speed test. Says its Talk Talk...🤔 I'm not too far from the cabinet I thought that I'd be losing a bit (4mb) with the distance, I assumed that it would be about the same loss even if I upgraded to the faster option. I'm pretty sure I should be able to get around 62 according to some test I did a while back.
What's really annoying is that my house is only 3 years old, it's phase 1 of a new build site, phase 2 all have FTTP and they are just round the corner! 😒

Broadband specs

Broadband specs above, line attention etc.

Edited by deleted (Sat 25-May-19 22:28:52)

Without details of what this 'some test' all I can say is that based on the connection speeds seen flipping from a 40/10 to an 80/20 product will not give you any speed boost

On the ISP if it is saying TalkTalk when you have the Zen router then you are seeing what is normal on TalkTalk i.e. they don't care about the authentication and just connect you.

From looking at the speed test info that you supplied in the test you are getting speeds at the lower end of what would be expected for the location.

If you have phone extensions in the home and no faceplate filter then these extensions may be impacting on your speeds, so time to try testing the modem at the test socket (the advantage of using the test socket is that the extension wiring is disoonnected so you can see if better speeds are possible)

Just a point when you change supplier, DLM is reset so no G.INP or 3db which may see a boost depending upon type of cabinet. You are seeing Talk Talk on the speedtest as Shell use TT services.

In reply to a post by asindlemouat:

I'm not too far from the cabinet I thought that I'd be losing a bit (4mb) with the distance, I assumed that it would be about the same loss even if I upgraded to the faster option. I'm pretty sure I should be able to get around 62 according to some test I did a while back.

Either you misunderstand how VDSL works or I've misunderstood what you've written.

I've interpreted the above quote to mean the following, although the figures don't quite fit so you may be using an estimated speed.

Order 40Mbps broadband, lose 4Mbps due to distance and get 36Mbps
Order 80Mbps broadband, lose 4Mbps due to distance and get 76Mbps

It doesn't work like that, ignoring cross talk and other interference your line is only capable of a maximum speed. This is due to length from FTTC cabinet , joints, copper / aluminium thickness and faults. Factor in crosstalk and other interference and it further reduces what its capable of.

Changing to a higher speed package will make no difference to the speed you get if your line isn't capable of reaching the lower speed package maximum due to the above. If you have faults then you may be able to get those fixed.

How far are you from the cabinet and are you sure its the correct cabinet?

Yeah it'll be my misunderstanding of how it works

I am about 0.5 miles from the cabinet.

It is worth noting that the telephone cable (copper) distance from your socket to the cabinet may be a lot more than the 'as the crow flies distance'. For example, looking at Google maps I calculate that my home is about 250M in a straight line to the cabinet but my router shows an estimated distance of 384M. My actual speeds suggest that the actual cable length is closer to 384M than 250M.

I used Google maps, and it's 0.5 miles

Half a mile is not close, half a mile is 800 meters, 100 to 300 meters is quite close. Also unless you can see the lines it's only a guess, so could well be longer.

My home line is about 450 - 500 meters and I only used to get 40 - 50Mbps, my line was at the bottom end of expected speeds for that distance, most likely due to aluminium.

If you're paying more for this new package that you can't benefit from, I wonder if you can get compensation for being mis-sold it?

Maybe the new isp will put you on the next speed package down and reduce the fee.

In reply to a post by asindlemouat:

I have just switched from Zen 38Mb fibre on Friday to Shell Fibre 76Mb, it turns out that Zen have not disconnected the line yet so I am able to access the internet via my Zen router still and when I disconnect it and put in the Shell router I access the internet through it to,

Ignoring the speed issue, it is possible that Talk Talk are just accepting any logins as they are known to do and that even though the Zen router is logged in, you are still connecting via the Shell/Talk Talk connection.

Just doing an IP lookup or Speedtest will confirm that.

Matt

Hasn't the OP moved to TalkTalk (Shell)? In theory at least?

Could it be that Openreach simply hasn't carried out the migration? One would expect Zen to have closed the customer's account, or at least the Radius server login by now, if OR have notified them it is complete.

There is a speed test here, and router stats in the OP's post following that one.

Edited by RobertoS (Sun 26-May-19 13:07:32)

Talk Talk are known to ignore login details, i.e accept anything sent to them.

Even if the OP uses his Zen router, TT may start the session regardless

If the OP checks his IP when connected with the Zen router, it�ll either show TT confirming the above or Zen which means the migration might be stuck somewhere.

Matt

Just a guess, but have seen instances where the circuits virtual path to both losing and gaining ISP stay open and overlap for an unspecified period of time.

Thanks everyone, I rebooted the router and now connected at 41Mb, hopefully after the 10 days I'll see a little bit more of an improvement. I am only paying £2 extra a month vs the standard package (and £9 a month less than I was paying for the standard package on Zen) so I'll live with the only slightly better speed!

In reply to a post by RobertoS:

Hasn't the OP moved to TalkTalk (Shell)? In theory at least?

Could it be that Openreach simply hasn't carried out the migration? One would expect Zen to have closed the customer's account, or at least the Radius server login by now, if OR have notified them it is complete.

There is a speed test here, and router stats in the OP's post following that one.

Zen processed the termination on Friday but the work is done the next working day so Tuesday.

Yes, that has always been the case, but uno seemed to have forgotten the OP expects to be on TT . Matt�s first post reads as if the migration was to Zen, rather than away from them.

The OP did post a speed test, showing TalkTalk as expected.

In reply to a post by asindlemouat:

Zen processed the termination on Friday but the work is done the next working day so Tuesday.

That sounds like Zen CS telling you a mild porkie to me. Unless they are talking about changes within their internal system, in which case what processing was done? A PostIt note on someone else�s screen to disable your login after the Bank Holiday ?

In reply to a post by RobertoS:

Yes, that has always been the case, but uno seemed to have forgotten the OP expects to be on TT . Matt�s first post reads as if the migration was to Zen, rather than away from them.

Nope, the post was for a move to TT.

Matt