topic Poor Internet Service in Broadband

Poor Internet Service

Richard_F — Mon, 24 Apr 2023 19:13:40 GMT

For between four to five weeks, I have been experiencing a below par internet service. Some days it's just about tolerable and I'm able to progress with what I need to do and access those websites required. On others, like today, Sunday 23rd April, it's deplorable and my progress is seriously hampered.

I do not leave my laptop and router permanently powered up. These are started up/booted as required which is at least once daily. I am connected to the router by ethernet, a cable connection, not Wi-Fi. Sometimes the first indication of what service I can expect is when I open MS Office Outlook and am notified 'Outlook cannot synchronize subscribed folders ..'. This is a worst-case scenario but fortunately isn't that common. Proceeding to open Firefox, my preferred browser, whatever website I try to open will inevitably result in an error message '.. We're having trouble finding that site. We can't connect to the server at ..' or perhaps I'm informed 'Connect to the internet. You're offline. Check your connection. No internet connection'. I must stress it never is any one particular website, all sites are unresponsive.

I have no option other than to persevere trying to open the website and eventually, usually after several minutes, I'll be successful. Everything's then usually fine until I need to access another website and the saga begins again. Imagine how it is when I've Googled a topic and I'm trying to follow up on the proffered links; chronic frustration.

When in this poor service predicament I've tried using MS Edge as a comparison but it is no better. Running the Windows Network Diagnostics leads to a diagnosis of 'Windows can't communicate with the device or resource (primary DNS server)'. I have also tried using another device, Samsung phone, which has similar issues accessing the internet. I've cleared the cache from within Firefox. Firefox is up to date at version 112.0.1 (64 bit).

This fickle behaviour with accessing the internet leads me to conclude the problem is external to my equipment and the premises. Help appreciated.

Re: Poor Internet Service

ferguson — Mon, 24 Apr 2023 19:30:49 GMT

Sorry to see this. If you would like the support team here to look into this for you make sure that your personal details including TalkTalk phone number and/or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond.

Re: Poor Internet Service

Richard_F — Mon, 24 Apr 2023 19:46:48 GMT

Okay, done. Thanks.

Re: Poor Internet Service

Debbie-TalkTalk — Tue, 25 Apr 2023 06:36:45 GMT

Hi Richard_F

I'm sorry to hear this.

We do advise to leave the router switched on because DLM will monitor the line and adjust the profile to get the best balance between speed and stability.

If the router is switched on and off then DLM may detect that the connection is dropping.

I've completed a line test which hasn't detected any faults - Line test is clear.

Please can you let me know once the router is switched on and I can check the connection stats.

Thanks

Debbie

Re: Poor Internet Service

Richard_F — Tue, 25 Apr 2023 16:39:46 GMT

Hi Debbie, router is on now. If I don't hear from you today I'll power it up again tomorrow morning at 9am. This internet behaviour is something I have never experienced before in all my years with TalkTalk and my habit of only powering up router and laptop as required is what I have always done.

Re: Poor Internet Service

Debbie-TalkTalk — Wed, 26 Apr 2023 06:15:10 GMT

Hi Richard

I will check again just after 9am today.

Thanks

Re: Poor Internet Service

Debbie-TalkTalk — Wed, 26 Apr 2023 08:19:08 GMT

Hi Richard

I've checked the connection stats and I can see that the line is in sync at just under 25mb.

Which router are you using? (make and model)

Re: Poor Internet Service

Richard_F — Wed, 26 Apr 2023 15:49:54 GMT

Hi Debbie, thank you for your efforts. Router is: TP-LINK Technologies

Product Description: AC1900 Wireless Dual Band Gigabit ADSL2+ Modem Router
Model No.: Archer D9

I don't know if you or someone else has already tweaked something but my internet access yesterday evening and so far this evening is not quite back to its normal state but it is pretty good.

Re: Poor Internet Service

Richard_F — Wed, 26 Apr 2023 19:33:32 GMT

Hi Debbie

From 18:50 this evening for a period of 5 to 10 minutes I couldn't access any websites. Things improved from then but reloading tabs took an extended period of tme and I had at least one occurence of

Hmm. We’re having trouble finding that site.

We can’t connect to the server at www...

As I write (20:30) things are okay again.

Re: Poor Internet Service

Debbie-TalkTalk — Thu, 27 Apr 2023 06:46:18 GMT

Hi Richard_F

Would it be ok if I send a router for testing to see how the connection compares?

Re: Poor Internet Service

Richard_F — Thu, 27 Apr 2023 16:04:11 GMT

Hi Debbie,

Regarding a test router, sure, more than happy to try it. Will you include configuration requirements if at all possible please.

I booted up my laptop just five minutes ago at 16:45. The router has been powered since 08:00 this morning. Reloading browser tabs is slow. MS Office Outlook reporting error as shown in attached file.

Re: Poor Internet Service

ferguson — Thu, 27 Apr 2023 16:06:41 GMT

You don't need to configure a TalkTalk router, it's just plug and play. I think the intention here is to find out whether the issue is with your current third-party router, or elsewhere.

Re: Poor Internet Service

Richard_F — Thu, 27 Apr 2023 19:53:07 GMT

Hi Debbie,

At around 20:45 I was having trouble accessing these websites amongst others. Usual We can’t connect to the server at www...:

uk.finance.yahoo.com
www.google.com
community.talktalk.co.uk
www.facebook.com

I also recieved transient notifications of being offline from within Firefox

Re: Poor Internet Service

Debbie-TalkTalk — Fri, 28 Apr 2023 05:30:08 GMT

Hi Richard

Sorry for the delay. The replacement 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: Poor Internet Service

Richard_F — Sun, 30 Apr 2023 19:26:01 GMT

Hi Debbie,

The router turned up sometime yesterday afternoon. I connected it late this afternoon. I will reserve judgement for the timebeing but will update you with my impressions on Wednesday evening. Thanks for now.

Richard

Re: Poor Internet Service

Karl-TalkTalk — Mon, 01 May 2023 07:44:05 GMT

Hi Richard,

No Problem, just report back here when ready and let us know how things are going.

Regards,

Karl.

Re: Poor Internet Service

Richard_F — Wed, 03 May 2023 18:53:21 GMT

Hi Debbie,

My impressions are good. With the new router my internet access has been restored and is behaving impeccably. Thank you so very much for your support and successful resolution of the issue.

Now what?

Richard

Re: Poor Internet Service

Gliwmaeden2 — Wed, 03 May 2023 21:11:35 GMT

Check for a returns bag in the new / old box. There should be a prepaid label.

If not, staff can get a returns bag sent out for you to post back the old router.

Keep a certificate of posting as a record of posting, which should also show the tracker number, @Richard_F.

Re: Poor Internet Service

ferguson — Wed, 03 May 2023 21:20:29 GMT

@Gliwmaeden2

Not sure if OP has a suitable "old" router as they were previously using a third-party device?

Re: Poor Internet Service

Gliwmaeden2 — Wed, 03 May 2023 21:46:46 GMT

Ah, thank you, @ferguson.

However, @Richard_F, Talktalk does also offer to recycle any old equipment that doesn't work, in just the same way.

https://community.talktalk.co.uk/t5/Articles/Returning-your-TalkTalk-equipment/ta-p/2348381