topic Re: Intermittant Connection, Having to Reset Constantly, Slow, Poor Stability in Broadband

Intermittant Connection, Having to Reset Constantly, Slow, Poor Stability

laram — Wed, 19 Apr 2023 12:44:08 GMT

For the past while I've been having internet issues, I've had to restart the router multiple times in a day, I've had slow connection, I've had to reconnect to it on the computer several times a day, and no matter what time I try to click it, I can't get access to live chat to get any help. Does live chat just not exist because none of the links I've clicked for it have worked and so I'm making this forum post in the hopes of getting help.

I've tried all the options on the dashboard for helping, changed the channel, disconnected everything else, done everything multiple times only to get to the end to be told theres nothing else the system can suggest except live chat and then the live chat button doeswn't work. Can I please have some help - that isn't the same suggestions as the automatic system please?

Re: Intermittant Connection, Having to Reset Constantly, Slow, Poor Stability

Karl-TalkTalk — Wed, 19 Apr 2023 12:46:06 GMT

So that I can locate your account on our system and pick this issue up for you, please can you add your Account number or Home phone number to your 'Community Profile'.

If you are a Full Fibre customer, please add your FTTP reference or FTTP order Number to your profile.

If you have difficulty providing the above information, please add the Account Holders name, House number and postcode to the Private Notes section that is located at the bottom of your 'Community Profile'

Thanks

Karl.

Re: Intermittant Connection, Having to Reset Constantly, Slow, Poor Stability

laram — Wed, 19 Apr 2023 13:55:28 GMT

I've added these things now, hope that helps.

Re: Intermittant Connection, Having to Reset Constantly, Slow, Poor Stability

Karl-TalkTalk — Wed, 19 Apr 2023 14:07:07 GMT

tests are clear here, so no obvious issues with the overall connection are showing.

I've a new router on the way to you so this can be ruled out.

Karl.

Re: Intermittant Connection, Having to Reset Constantly, Slow, Poor Stability

laram — Wed, 19 Apr 2023 17:46:19 GMT

Thank you, I'll keep an eye out. Should I send the old one back when the new one arrives?

Re: Intermittant Connection, Having to Reset Constantly, Slow, Poor Stability

Debbie-TalkTalk — Thu, 20 Apr 2023 05:19:38 GMT

Hi laram

Yes please.

Thanks

Debbie

Re: Intermittant Connection, Having to Reset Constantly, Slow, Poor Stability

Debbie-TalkTalk — Mon, 24 Apr 2023 10:46:47 GMT

Hi laram

Have you received the replacement router?

Re: Intermittant Connection, Having to Reset Constantly, Slow, Poor Stability

laram — Mon, 24 Apr 2023 10:58:35 GMT

I have and I've been testing it out the past day or two but I still seem to be dropping connection despite the switch.

Re: Intermittant Connection, Having to Reset Constantly, Slow, Poor Stability

Debbie-TalkTalk — Mon, 24 Apr 2023 11:05:24 GMT

Hi laram

I'm sorry to hear this. Please can you add your TalkTalk landline number to your Community Profile, I can then run some further line tests.

Re: Intermittant Connection, Having to Reset Constantly, Slow, Poor Stability

laram — Mon, 24 Apr 2023 13:24:24 GMT

I have added it in the section wih the address. Thought I'd done that already sorry

Re: Intermittant Connection, Having to Reset Constantly, Slow, Poor Stability

Karl-TalkTalk — Mon, 24 Apr 2023 13:51:46 GMT

all tests are clear and no issues showing remotely. Check the home phone line sounds clear, no noise or crackles on the line. Also, have you tested the router directly at the 'Test Socket' if you have one ?

Thanks

Karl.

Re: Intermittant Connection, Having to Reset Constantly, Slow, Poor Stability

laram — Mon, 24 Apr 2023 14:05:04 GMT

I don't actually have a phone hooked up to the landline, and I don't have a test socket it seems, only one plug in point.

Re: Intermittant Connection, Having to Reset Constantly, Slow, Poor Stability

Debbie-TalkTalk — Tue, 25 Apr 2023 06:11:59 GMT

Hi laram

Would it be possible to post a photo of your master socket on this thread?

Re: Intermittant Connection, Having to Reset Constantly, Slow, Poor Stability

laram — Fri, 28 Apr 2023 14:10:02 GMT

Apologies for the delay, here's a photo:

Master socket

Re: Intermittant Connection, Having to Reset Constantly, Slow, Poor Stability

Debbie-TalkTalk — Mon, 01 May 2023 07:41:41 GMT

Hi laram

Thanks for your reply. I can see that your router is already connected to the test socket.

When you connected the new router did you also use the new microfilter?

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

Re: Intermittant Connection, Having to Reset Constantly, Slow, Poor Stability

laram — Mon, 01 May 2023 13:20:22 GMT

That is the new microfilter on it yes. How do I go about sorting out a visit from an engineer? It is still dropping, I was downloading a graphics driver update last night and it was fluctuating between 1gb and 150kb a second, so I can safely say I'm not getting the speeds I'm expecting still.

Re: Intermittant Connection, Having to Reset Constantly, Slow, Poor Stability

Debbie-TalkTalk — Tue, 02 May 2023 06:02:07 GMT

Hi laram

I'm just sending you a Private Message to confirm some details so we can arrange the engineer visit.

Thanks

Debbie