topic Re: Lack of account information/Broadband fault(?) since 8th December in Broadband

Lack of account information/Broadband fault(?) since 8th December

McParland57 — Tue, 04 Jan 2022 10:34:16 GMT

Hi Guys

Couple of items that are probably linked.

I cannot "see" the daily speed report for my account it stopped updating Dec 8th, daily usage info also stopped on this day. (see below)

The system indicates that I have a fault on the line, however when I raised this the system said it was all clear.

Performance doers not seem to have been effected.

Can you please assist.

Re: Lack of account information/Broadband fault(?) since 8th December

Anonymous — Tue, 04 Jan 2022 10:46:43 GMT

Morning,

I'm sorry to hear this. This information is usually taken from the router. Have you tried rebooting the router? I've run a test on the line now which is clear.

Thanks

Re: Lack of account information/Broadband fault(?) since 8th December

McParland57 — Tue, 04 Jan 2022 12:55:21 GMT

Thanks for the prompt response.

The router has been rebooted a couple of times. Last time on 29th December.

Re: Lack of account information/Broadband fault(?) since 8th December

Karl-TalkTalk — Tue, 04 Jan 2022 14:15:22 GMT

Can you power off the router for 30 minutes so we can rule out a stale session.

Thanks

Karl.

Re: Lack of account information/Broadband fault(?) since 8th December

McParland57 — Wed, 05 Jan 2022 18:21:23 GMT

I've powered down but it doesn't appear to have cleared anything.

Re: Lack of account information/Broadband fault(?) since 8th December

Anonymous — Thu, 06 Jan 2022 06:51:28 GMT

Morning,

Thanks for trying this. Do you have an alterative router that you can test with please?

Thanks

Re: Lack of account information/Broadband fault(?) since 8th December

McParland57 — Thu, 06 Jan 2022 10:52:12 GMT

Hi Michelle

I don't I'm afraid.

Re: Lack of account information/Broadband fault(?) since 8th December

Chris-TalkTalk — Thu, 06 Jan 2022 11:11:36 GMT

We can send a router, would you like us to arrange this?

Chris

Re: Lack of account information/Broadband fault(?) since 8th December

McParland57 — Thu, 06 Jan 2022 13:44:46 GMT

Hi Chris

I'd like you to do whatever you need to do to diagnose and solve the problem. I'm happy to assist where I can.

Are you saying this is likely to be a router problem? Can you not just remote on and check?

If it needs a factory reset, I can save all the setting in a config file if you need me to.

Re: Lack of account information/Broadband fault(?) since 8th December

Chris-TalkTalk — Thu, 06 Jan 2022 14:19:41 GMT

I'm not sure if it's a router problem but think it's wise to try a different router just in case your current router is faulty. I've ordered the router, it should be with you within a couple of working days

Chris

Re: Lack of account information/Broadband fault(?) since 8th December

McParland57 — Thu, 06 Jan 2022 16:05:11 GMT

Thank you.

Re: Lack of account information/Broadband fault(?) since 8th December

Debbie-TalkTalk — Fri, 07 Jan 2022 06:37:11 GMT

Hi McParland57

Please let us know how you get on.

Thanks

Debbie

Re: Lack of account information/Broadband fault(?) since 8th December

McParland57 — Tue, 11 Jan 2022 08:47:49 GMT

Hi Debbie

Just an update. Installed new Router yesterday. Can see Download speeds for Wed 5th to Sun 9th (strange) but not the new router.

Will let you know tomorrow.

Re: Lack of account information/Broadband fault(?) since 8th December

McParland57 — Wed, 12 Jan 2022 09:56:45 GMT

Update

Wednesday morning and I can't see the speeds since Sunday 9th January.

This is strange as to why it's stopped. Originally I couldn't see any speeds/usage since 8th December.

Re: Lack of account information/Broadband fault(?) since 8th December

Anonymous — Wed, 12 Jan 2022 10:11:47 GMT

Morning,

Thanks for the update. Once the new router has been connected it can take 24-48hrs for service centre to update to reflect this change.

Thanks

Re: Lack of account information/Broadband fault(?) since 8th December

McParland57 — Mon, 17 Jan 2022 11:13:12 GMT

Hi Michelle

Things seem to be ok here now, in fact the speed to the router appears to be increasing.

Would you like me to return my old router?

Regards

Re: Lack of account information/Broadband fault(?) since 8th December

Karl-TalkTalk — Tue, 18 Jan 2022 07:39:02 GMT

Yes please. Glad there are also signs of improvement.

Karl.