topic Re: Broadband grinds to a halt in Broadband

Broadband grinds to a halt

EQDude — Mon, 21 Feb 2022 09:14:40 GMT

Hi everyone, I recently had a 2nd line installed new into my home and signed up for TalkTalk 35 package. The speeds have been brilliant, especially the upload values, which exceeds my BT line on the first line I have into the house. BT gives me download speed of about 24-25Mbps and an upload speed of about 3Mbps while my 2nd Talktalk line gives me consistently about 25Mbps download and about 6.5 Mbps upload speed. This has always been the maximum values for the area I live in.

However ever since I had talktalk line installed I have noticed that randomly the internet will grind to a halt and will be so slow no page will load. This will be either wifi or wired to my laptop. I tried to do a speedtest this morning again, on a wired connection and it came back as 0.9 Mbps download and 6.5 Mbps upload. Normally the internet would be so slow, no page will load. I can login to the hub as normal.

I then have to reboot the modem for the internet to instantly jump up to normal speeds. I've looked at various router logs, but can't see anything glaringly obvious. I have the TalkTalk router DG8041W

Re: Broadband grinds to a halt

EQDude — Thu, 24 Feb 2022 10:42:39 GMT

Well this is getting even worse. Did some speed tests again this morning. The one showing 25Mbps is after rebooting the router. These are all wired connections, apart from two from my iPhone to show it's not my laptop giving the problems

Re: Broadband grinds to a halt

Chris-TalkTalk — Thu, 24 Feb 2022 11:23:56 GMT

Hi EQDude,

Line test is passing but I can see that there have been some reconnections over the last few days. Are you experiencing any problems with your telephone service, any noise on the line?

Chris

Re: Broadband grinds to a halt

EQDude — Thu, 24 Feb 2022 11:47:34 GMT

Hi Chris,

Reconnections would be me being forced to reboot to get the internet working again. I don't use the line for anything apart from internet. Router plugged directly into the master socket that was installed last month.

Are there any logs/stats I should be looking at when it does it again?

This is current DSL stats.

Re: Broadband grinds to a halt

Chris-TalkTalk — Thu, 24 Feb 2022 12:06:15 GMT

Thanks for the information. You could check the Downstream noise safety coefficient to see if it drops any further. The target is set at 3db and it's a bit below that now

Chris

Re: Broadband grinds to a halt

EQDude — Fri, 25 Feb 2022 09:03:22 GMT

Morning, I can confirm that whenever my Downstream noise safety coefficient drops below 3, the internet slows down. As you can see in below screenshots:

I am then forced to reboot and the Downstream noise safety coefficient is then at 3, and I get good speeds again:

What is causing this? How do I get it fixed?

Re: Broadband grinds to a halt

Chris-TalkTalk — Fri, 25 Feb 2022 10:52:35 GMT

OK thanks, could I just ask how many telephone sockets do you have? Do you have anything connected to your telephone socket(s) in addition to your router?

Chris

Re: Broadband grinds to a halt

EQDude — Fri, 25 Feb 2022 11:02:01 GMT

new line installed last month as a 2nd line. Only master socket attached. Router attached through filter supplied that has DSL and Phone ports. Nothing else attached. I've taken faceplate off about 30 mins ago. Still fluctuating between 1.4 and 3.

Re: Broadband grinds to a halt

Chris-TalkTalk — Fri, 25 Feb 2022 11:25:51 GMT

OK thanks, do you have another router that you can test with? If not then we can arrange to send one

Chris

Re: Broadband grinds to a halt

EQDude — Fri, 25 Feb 2022 11:36:14 GMT

Unfortunately I only have a BT hub here.

Re: Broadband grinds to a halt

Chris-TalkTalk — Fri, 25 Feb 2022 11:49:26 GMT

OK, would you like me to send a router to test with?

Chris

Re: Broadband grinds to a halt

EQDude — Fri, 25 Feb 2022 11:51:07 GMT

yes please. I cannot work properly with everything being so slow.

Thanks 🙂

Re: Broadband grinds to a halt

Chris-TalkTalk — Fri, 25 Feb 2022 12:15:44 GMT

OK, no problem, I'll just order the router and get back to you with the details 🙂

Chris

Re: Broadband grinds to a halt

Chris-TalkTalk — Fri, 25 Feb 2022 12:21:34 GMT

I've ordered the router, it should be with you within a couple of working days but please allow up to 5 working days for delivery

Chris

Re: Broadband grinds to a halt

EQDude — Thu, 03 Mar 2022 11:49:34 GMT

Morning Chris,

I wanted to leave it a few days before updating. I received the router the next day, thank you! Swapped the router and it was up and down with speeds for about 12 hours. It also looked like I had been downgraded on the speed profile as it was reporting as maximum line speed at about 23Mbps.

About 24 hours later my daughter said the internet wasn't working again so she rebooted the router while I was out. Speed profile was showing back up 28Mbps. I then had the whole of Monday with no issues. The Downstream noise safety coefficient was hovering between 5-7.

Tuesday the problems started again: extremely slow speeds. Downstream noise safety coefficient below 3 again. Today I've had to reboot twice to get a website to load.

Here are stats prior to reboot:

And here they are again after reboot:

Re: Broadband grinds to a halt

Chris-TalkTalk — Thu, 03 Mar 2022 11:57:52 GMT

Thanks for testing with the new router. to investigate further we'll need to arrange an engineer visit. If you'd like us to do this please let us know and we'll confirm some details

Chris

Re: Broadband grinds to a halt

EQDude — Thu, 03 Mar 2022 11:59:11 GMT

Yes please I would appreciate it.

Re: Broadband grinds to a halt

Chris-TalkTalk — Thu, 03 Mar 2022 12:01:00 GMT

If you'd like us to arrange the engineer visit can you confirm:

That you accept potential Engineers charges

Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

I've also sent you a PM to confirm some other details

Chris

Re: Broadband grinds to a halt

EQDude — Thu, 03 Mar 2022 12:06:26 GMT

Answered your PM and yes accept the potential charges

Re: Broadband grinds to a halt

Chris-TalkTalk — Thu, 03 Mar 2022 12:42:34 GMT

Hi EQDude,

Thanks answering the security questions. Could you give a couple of dates and time slots when you can be available for the visit and I'll book it for you

Chris