topic Re: Service Centre-" live connection test" not completing test in Broadband

Service Centre-" live connection test" not completing test

Terand — Sun, 13 Nov 2022 13:25:01 GMT

Recent changes to the website since the 20/11 version has left the test stalling after finding an issue and it requests a mobile number to be entered but there is no where to enter it. Therefore the test will not progress. Please see attached screenshot. Is it just me or is it a website problem?

Re: Service Centre-" live connection test" not completing test

Gondola — Sun, 13 Nov 2022 14:17:48 GMT

Hi Terand

The mobile number that will receive an SMS update on test progress is the mobile number that's linked to your TalkTalk customer MyAccount.

To view this number sign in to your MyAccount and select Profile & Settings, My Details & Passwords and then you should be able to select change mobile to set a linked mobile number.

If for any reason this change does not work, after a 15 minute wait for the MyAccount to update, then you would ask a TalkTalk Customer Service agent to update the number for you. Use the Chat now link via MyAccount to use LiveChat and the agent will see that you're logged in and will not need to go through the security questions.

When to contact TalkTalk? - select and scroll to see contact availability times

LiveChat Messenger

TIP - Pause tracker blocking in the browser, ad-blockers and similar blocking software to avoid conflict with LiveChat's operation.

Re: Service Centre-" live connection test" not completing test

Terand — Sun, 13 Nov 2022 15:07:04 GMT

Hi Gondala

I have checked my profile settings and my mobile number is still there unchanged. I used to get text notifications on line test beforew this website update.

When running the live connection test I only get as far as my original screen shot. It does not move on to your screenshot titled "please continue with the test". As a result the test does not complete and I get no text updates

thanks

Re: Service Centre-" live connection test" not completing test

Gondola — Sun, 13 Nov 2022 15:53:17 GMT

Maybe the authentication at the Radius server has a mismatch to your customer MyAccount so I've requested a line test initiated by TalkTalk Support.

One of the team will reply to you here from Monday onwards and liaise with you on an acceptable time to carry out further tests and checks.

Re: Service Centre-" live connection test" not completing test

Terand — Sun, 13 Nov 2022 16:07:48 GMT

Ok thank you. I'll await for TalkTalk Support to update here

Re: Service Centre-" live connection test" not completing test

Anonymous — Mon, 14 Nov 2022 08:22:29 GMT

Morning,

I've run a few different tests on the line now which are all clear. Can I just confirm, are you experiencing any specific issues with the connection? It's possible that Service Centre may be mis-reporting the line test results.

Thanks

Re: Service Centre-" live connection test" not completing test

Terand — Mon, 14 Nov 2022 21:04:18 GMT

Hi Michelle

The live connection test is now reporting all ok, so I cant tell if the mobile phone number issue when it finds a fault is fixed or not. FYI, I have had alot of issues in the past where the speed to router has been well below guaranteed min speed, so i regularly run checks to monitor. The last week has seen an improvement although the "speed check" flutuates quite a bit during the test. Any idea what causes this?

Re: Service Centre-" live connection test" not completing test

Anonymous — Tue, 15 Nov 2022 06:55:03 GMT

Hello,

Thanks for the update. When the speed fluctuates are you running a wired or wireless speed test?

Thanks

Re: Service Centre-" live connection test" not completing test

Terand — Tue, 15 Nov 2022 14:24:27 GMT

All our devices connect wirelessly, and it seems to be the same on all of them. Test graph starts of slow, increases rapidly, slowly increases, then a big drop, before finally crawling back up to normal speed to finish. I can do the rest with a power line adaptor to compare if you want. Will using the powerline give the same result as a wired ethenet connection?

Re: Service Centre-" live connection test" not completing test

Chris-TalkTalk — Tue, 15 Nov 2022 15:11:01 GMT

It's worth trying the test with the powerline adapters but they may not give exactly the same results as an Ethernet cable

Chris