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Standard User The_Zealot
(newbie) Tue 02-Jun-20 03:26:16
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Setting up third party router Asus RT-AX88U


[link to this post]
 
Less than a year ago I purchased this Asus RT-AX88U router to see if it helped with the random disconnections I was getting with Virgin Media's Super Hub, and it worked like a charm, so when I got Hyperoptic last week, I insisted on using this router, which the engineer obliged, and connected the Cat5e cable straight to my router.

However I'm quite unhappy with the loading times of pages, including time-sensitive things like a last second bid on eBay. Loading a page can take 5 seconds sometimes, and I got one that even took 20 seconds!
I'm also getting a LOT of repeated messages of "Welcome to the chat room!" on Twitch on an open tab, which indicates that I'm getting disconnections as well, even if they're unnoticeable otherwise.

So surely there must be something wrong with my router's configuration, that just isn't compatible with the plug-and-play of the cable and that's it. There must be something amiss, but I just don't know where to start troubleshooting, and need help, including on basic stuff like what the Gateway IP I should be using, etc.
The DNS servers are the ones from "Cloudflare + malware protection", but all other settings I'm pretty clueless, and your help is appreciated.
Standard User locutus
(experienced) Tue 02-Jun-20 11:06:08
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Re: Setting up third party router Asus RT-AX88U


[re: The_Zealot] [link to this post]
 
What happens when you try with the Hyperoptic router?

--
Views expressed are mine and not necessarily those of my employer.
Administrator MrSaffron
(staff) Tue 02-Jun-20 11:09:55
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Re: Setting up third party router Asus RT-AX88U


[re: locutus] [link to this post]
 
Also what happens when you use the Hyperoptic DNS

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.


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Administrator MrSaffron
(staff) Tue 02-Jun-20 11:11:17
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Re: Setting up third party router Asus RT-AX88U


[re: MrSaffron] [link to this post]
 
A further thought is that som issues may be due to the CGNAT on IPv4 by default and in chat rooms there may be bot protection that acts when it sees multiple users from apparently the same IP address

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User haydnwalker
(newbie) Tue 02-Jun-20 13:25:08
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Re: Setting up third party router Asus RT-AX88U


[re: The_Zealot] [link to this post]
 
As others have suggested my first port of call would be DNS settings on the Router

Switch them to detect DNS automatically.

Then try using google's DNS for one - probably secondary, leaving the Primary as the Hyperoptic one that the Router should automatically detect.

Regards,
Haydn
ISP Representative Hyperoptic_CS
(isp) Tue 02-Jun-20 13:49:46
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Re: Setting up third party router Asus RT-AX88U


[re: The_Zealot] [link to this post]
 
Hi! Though you're using Asus router and our support is limited for third-party devices, we'll be happy to check your line and see if we can help. Please find some guidelines we prepared, it can be a handy solution for some connection setups, and PM us your address if you need any assistance. We'll gladly assist if there's anything we can adjust from our part. https://www.hyperoptic.com/help/router/

Customer Support
www.hyperoptic.com

Prefer to talk to the team? Call Customer Support on 0333 332 1111 or email to [email protected]
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User The_Zealot
(newbie) Mon 08-Jun-20 04:06:45
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Re: Setting up third party router Asus RT-AX88U


[re: MrSaffron] [link to this post]
 
I have to admit, it did improve a good bit.

However, even though I'm no longer waiting up to 20 seconds for a website to open, it's still clear that Hyperoptic is slower than Virgin Media was at opening websites and reacting to what I do online.

And then there's the random internet slow-downs, yesterday (Sunday) at 9pm the internet went down to a crawl to 60 mbps download and 45 mbps upload, and even though the ping was still 1-2 ms, that was exactly how the internet browsing felt like with a non-Hyperoptic DNS.

So I'm reaching the end of the 14 days trial period, and I don't know what to do. There's something wrong. But it's not always wrong, and therefore I can't troubleshoot it. I love that I can get more than 20 mbps upload unlike Virgin Media, but heck, even my wife notices that the internet is slow sometimes on simple things like Facebook. Yesterday I even had to turn wifi off on my phone because I saw a discord notification at the top, but when I open the app, nothing shows up. Once I turn off wifi and use 4G, the messages arrive all at the same time. Then I forget to turn it back on until I get a notification that I used 80% of my data plan already. D:

So I must fork my investigation here:
1) Figure out if the issue is Hyperoptic.
2) Figure out if the issue is the AX88U not being good enough to use with Hyperoptic.
3) A mixture of the above.

But I don't even know where to start with the troubleshooting. I doubt Asus would want me to succeed either, and RMA (and possibly refund) their router. Your assistance is really appreciated.
Standard User locutus
(experienced) Mon 08-Jun-20 09:33:54
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Re: Setting up third party router Asus RT-AX88U


[re: The_Zealot] [link to this post]
 
You're saying 60Mbps is a crawl?

Are you trying from a wired PC or wifi?

--
Views expressed are mine and not necessarily those of my employer.
ISP Representative Hyperoptic_CS
(isp) Mon 08-Jun-20 10:05:48
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Re: Setting up third party router Asus RT-AX88U


[re: The_Zealot] [link to this post]
 
We'll be happy to help you check if there's anything coming from our part of the connection. Feel free to send us a private message with your address, and we'll be on it.

Customer Support
www.hyperoptic.com

Prefer to talk to the team? Call Customer Support on 0333 332 1111 or email to [email protected]
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User The_Zealot
(newbie) Mon 08-Jun-20 14:51:34
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Re: Setting up third party router Asus RT-AX88U


[re: locutus] [link to this post]
 
Hi Locutus, it's wired.

But even if it was wireless, this router supports Wifi 6, and so does my phone, a 2020 Samsung Galaxy S20+. My property is a two bedroom maisonette in London, so it's small and doesn't have thick walls blocking the signal.

The point is that it's not really 60 mbps, it's what Speedtest says it is. The internet was really slow, I test it on speedtest, get 60 down 45 up. The only useful metric here could be me only having 6% and 4.5% of my contracted speed, which indicates that there was something not quite right with the network at that time.
However it was only something that happened for a few minutes, so the speedtest is all I have. I don't know what else to do other than using speedtest. I'm not technically qualified to troubleshoot this, and Hyperoptic doesn't want to move a finger for someone using a third party router, other than doing "their checks" which always come back fine. I'm trying this forum in the hope of learning a bit of that technical qualification that I need, or learn of a tool or some tools or just some router configurations that could help me figure out why my internet is erratic and not a flawless experience.
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