topic Re: Intermittant connection in Broadband

Intermittant connection

kwate — Thu, 02 Mar 2023 10:47:12 GMT

For quite some time now our much needed broadband either drops out, with the red light appearing on the router or the speed varies a lot. At the moment our download speed is 9 Mbps and upload is 2 Mpbs.

Could you please help?

Re: Intermittant connection

Debbie-TalkTalk — Thu, 02 Mar 2023 10:55:22 GMT

Hi kwate

I'm sorry to hear this.

I've completed a line test which hasn't detected any faults but I can see re connections on the line and this can affect the sync speed.

Is the router at the test socket? Have we sent you a replacement router for testing?

Re: Intermittant connection

kwate — Thu, 02 Mar 2023 12:13:01 GMT

Hi Debbie

Thank you for getting back to me so quick. We had a replacement router a short while ago as we were having the same problems. The speed slightly improved afterwards, but now seems to be back to the intermittent phase.

Re: Intermittant connection

Debbie-TalkTalk — Thu, 02 Mar 2023 12:19:13 GMT

Hi kwate

Ok thanks for confirming. Is the router at the test socket?

If you have tested with a new router, cable and filter at the test socket then the next step will be an Openreach engineer visit.

Thanks again.

Debbie

Re: Intermittant connection

kwate — Thu, 02 Mar 2023 13:45:10 GMT

Thanks Debbie

I'll check to see if the router is connected to the test socket and get back to you.

Re: Intermittant connection

Debbie-TalkTalk — Thu, 02 Mar 2023 13:52:37 GMT

Hi kwate

Thank you 🙂

Re: Intermittant connection

kwate — Thu, 02 Mar 2023 14:47:36 GMT

Hi Debbie

I've just checked our fairly new telephone socket which is an Open Reach Master Socket 5C, with the phone connected into the right hand socket and the router connected into the left hand one.

Do I need to remove the front panel and plug the router into the main socket, using a plug adaptor?

Re: Intermittant connection

Debbie-TalkTalk — Thu, 02 Mar 2023 14:48:55 GMT

Hi kwate

Thanks for your reply.

Yes please.

Re: Intermittant connection

kwate — Thu, 02 Mar 2023 15:03:14 GMT

Hi Debbie

Now connected both the phone and the router to the test socket ....

Re: Intermittant connection

Karl-TalkTalk — Thu, 02 Mar 2023 15:05:32 GMT

OK, monito the performance tonight and see if the issue reoccurs at the test socket. If it does then an engineer will be needed.

Karl.

Re: Intermittant connection

kwate — Thu, 02 Mar 2023 15:12:43 GMT

Hi Karl

Ok will do.

Re: Intermittant connection

Karl-TalkTalk — Thu, 02 Mar 2023 15:14:11 GMT

Take as much time as you need of course, and as soon as you need us, just post back here and we will pick this up with you 🙂

Regards,

Karl.

Re: Intermittant connection

kwate — Thu, 02 Mar 2023 17:02:30 GMT

Many thanks Karl and Debbie.

Re: Intermittant connection

Debbie-TalkTalk — Fri, 03 Mar 2023 06:01:35 GMT

Hi kwate

How was the connection last night?

Re: Intermittant connection

kwate — Sat, 04 Mar 2023 12:54:09 GMT

Hi Debbie

I will monitor the connection over the weekend and let you know the results, if that's ok.

Many thanks

Keith (kwate)

Re: Intermittant connection

Debbie-TalkTalk — Mon, 06 Mar 2023 06:33:28 GMT

Hi Keith

No problem 🙂

Please let us know how you get on.

Thanks

Debbie

Re: Intermittant connection

kwate — Tue, 07 Mar 2023 11:02:16 GMT

Hi Debbie and Karl

The internet seems to be a little more stable at the moment, although still a little slow.

I ran the TalkTalk online Connection Test and a fault was high-lighted, which I believe they are hopefully investigating.

Fault reference number

REP-12598215

Is it possible to check on this?

Once again many thanks for you help.

Keith (kwate)

Re: Intermittant connection

Chris-TalkTalk — Tue, 07 Mar 2023 11:59:13 GMT

Hi Keith,

Your currently sync speed is 25Mbps, what has the speed been like in the past?

Chris

Re: Intermittant connection

kwate — Tue, 07 Mar 2023 12:40:13 GMT

Hi Chris

In the past we had download 30Mbps and upload 5Mbps.

Keith

Re: Intermittant connection

Chris-TalkTalk — Tue, 07 Mar 2023 12:52:21 GMT

OK thanks, are you experiencing any problems with your telephone service, any noise on the line?

Chris