topic Re: Persistently slow broadband/disconnections in Broadband

Persistently slow broadband/disconnections

Martincr — Mon, 04 Jul 2022 09:20:26 GMT

Hey TT team-

I’m troubleshooting my parents’ broadband which struggles to maintain a consistent level of service.

Speeds are variable, ping is high. They have the older D-Link DSL-3782 router which looks dated and insecure.

Please can I get your support to help resolve? Thanks!

Re: Persistently slow broadband/disconnections

Anonymous — Mon, 04 Jul 2022 09:25:41 GMT

Morning,

Please can you add your parents name and home telephone number to your Community Profile or the Private Notes section and we can have a look at the speeds. Please do not post any personal information on the Community.

Thanks

Re: Persistently slow broadband/disconnections

Martincr — Mon, 04 Jul 2022 09:29:48 GMT

Thanks @Anonymous. I’ve updated my profile with the information requested.

Re: Persistently slow broadband/disconnections

Chris-TalkTalk — Mon, 04 Jul 2022 09:32:47 GMT

Hi Martincr,

Thanks for updating your profile. Just to confirm, is the telephone number in your profile your parents TalkTalk landline telephone number?

Chris

Re: Persistently slow broadband/disconnections

Martincr — Mon, 04 Jul 2022 09:42:54 GMT

@Chris-TalkTalk Correct.

Re: Persistently slow broadband/disconnections

Chris-TalkTalk — Mon, 04 Jul 2022 09:49:54 GMT

OK thanks. Line test is clear and sync speed looks OK. Are you experiencing any problems with your telephone service, any noise on the line?

Chris

Re: Persistently slow broadband/disconnections

Martincr — Mon, 04 Jul 2022 09:55:17 GMT

@Chris-TalkTalk There's no discernible noise on the telephone line as far as I can tell. Telephone service appears okay.

Re: Persistently slow broadband/disconnections

Chris-TalkTalk — Mon, 04 Jul 2022 10:05:44 GMT

OK thanks. What sort of ping and speeds are you getting?

Chris

Re: Persistently slow broadband/disconnections

Martincr — Mon, 04 Jul 2022 10:15:34 GMT

@Chris-TalkTalk Ping 17 ms; DL 58.2 Mbps currently over Wi-Fi, a few feet from the router. Had one disconnection this morning but this is a common occurrence.

Re: Persistently slow broadband/disconnections

Chris-TalkTalk — Mon, 04 Jul 2022 10:18:38 GMT

OK thanks. is your router currently connected to your test socket - Your guide to main phone sockets - TalkTalk Help & Support

Chris

Re: Persistently slow broadband/disconnections

Martincr — Mon, 04 Jul 2022 10:46:32 GMT

@Chris-TalkTalk Socket is an NTE 5C MK 4. Router is connected to the left-hand port.

Re: Persistently slow broadband/disconnections

Chris-TalkTalk — Mon, 04 Jul 2022 11:06:11 GMT

Is this the only telephone socket, or are there extension sockets too?

Chris

Re: Persistently slow broadband/disconnections

Martincr — Mon, 04 Jul 2022 11:53:47 GMT

@Chris-TalkTalk This is the only socket. It’s at the point where the line enters the house.

Re: Persistently slow broadband/disconnections

Chris-TalkTalk — Mon, 04 Jul 2022 12:30:03 GMT

OK thanks. Could you try connecting your router to the test socket with a micro-filter and monitor to see if there's any improvement - please let us know how you get on

Chris

Re: Persistently slow broadband/disconnections

Martincr — Mon, 04 Jul 2022 15:44:48 GMT

@Chris-TalkTalk @I don’t have access to filters to my knowledge. We had another service drop out in the past hour but no red lights on the front of the router.

Re: Persistently slow broadband/disconnections

Anonymous — Tue, 05 Jul 2022 05:52:26 GMT

Morning,

Would you like us to send a replacement router for testing purposes to rule this out? We would also send a router returns bag as the original router would need to be returned. Would this be ok?

Thanks

Re: Persistently slow broadband/disconnections

Martincr — Sat, 09 Jul 2022 20:55:46 GMT

@Anonymous Yes please. When can I expect that to be delivered?

Re: Persistently slow broadband/disconnections

Debbie-TalkTalk — Mon, 11 Jul 2022 07:00:32 GMT

Hi Martin

The router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

Re: Persistently slow broadband/disconnections

Debbie-TalkTalk — Thu, 14 Jul 2022 06:55:49 GMT

Hi Martin

Have you received the replacement router?

Thanks

Re: Persistently slow broadband/disconnections

Martincr — Thu, 14 Jul 2022 17:46:03 GMT

@Debbie-TalkTalk Yes, thanks. So far, this has appeared to have resolved the issues experienced. Thanks again.