topic Broadband issues in Broadband

Broadband issues

SClarke — Mon, 25 Sep 2023 19:52:53 GMT

For the last week, although I'm seeing 4-5 Mbps download speeds, Latency and Jitter are extremely high. That TalkTalk "test your connection" service hangs and broadband is so poor I cannot complete basic internet banking tasks. I've re-booted TalkTalk hub, checked all connections. I did notice an engineer working in the road installing fibre (not for me). Any ideas how to proceed?

Re: Broadband issues

Debbie-TalkTalk — Tue, 26 Sep 2023 05:12:43 GMT

Hi SClarke

I've reset DLM and your line is currently in sync at just under 7mb.

Please can you monitor the connection/speed over the next 48hrs and let us know how the connection compares.

Thanks

Debbie

Re: Broadband issues

Anonymous — Wed, 27 Sep 2023 07:02:18 GMT

Morning SClarke,

Just checking back in to see if you've noticed any improvement over the last 24hrs?

Thanks

Michelle

Re: Broadband issues

SClarke — Wed, 27 Sep 2023 18:39:33 GMT

Evening, internet is very slow tonight (various sites). Have tested Jitter & Latency several times.

Latency is averaging 700 while jitter is averaging 58%

Re: Broadband issues

Debbie-TalkTalk — Thu, 28 Sep 2023 06:09:15 GMT

Hi SClarke

I've reset the data port and optimised the connection and the line is in sync at 7.2mb.

Please can you monitor the connection over the next 48hrs and let us know how it compares.

Thanks

Re: Broadband issues

SClarke — Thu, 28 Sep 2023 20:57:09 GMT

Hi Debbie. Tonight I managed to complete an internet banking transaction that previously failed every evening since Monday, so performance has improved slightly.

After several tests, Latency is averaging around 760 and Jitter 71%, which seem high - I'll check again tomorrow.

Re: Broadband issues

Debbie-TalkTalk — Fri, 29 Sep 2023 06:08:25 GMT

Hi SClarke

Thanks for your reply.

Please let us know how you get on.

Debbie

Re: Broadband issues

SClarke — Sat, 30 Sep 2023 10:12:09 GMT

Today I cannot even log-in to internet banking.

Latency ranges between 1 and 900. Jitter scores are 500-600, so the ratio between the two is exponential when Latency score is low. As the Jitter score means data packets are being "lost", it isn't a surprise internet banking service is struggling.

Re: Broadband issues

Gliwmaeden2 — Sat, 30 Sep 2023 10:31:44 GMT

Staff will not be on the forum over the weekend, @SClarke. If banking is essential today you might be better using mobile data to get by.

Staff will follow up on Monday.

Re: Broadband issues

Anonymous — Mon, 02 Oct 2023 05:57:22 GMT

Morning SClarke,

I'm sorry to hear this. Is there any noise on your voice service? Does your main socket have a test socket please? Do you also have a different router that you could test with? If not then we can send a replacement router for testing purposes to see how the connection compares and to rule this out.

Thanks

Michelle

Re: Broadband issues

Debbie-TalkTalk — Fri, 06 Oct 2023 07:39:30 GMT

Hi SClarke

Do you still need help with this?