topic Re: New Router in Broadband

New Router

Neilash — Tue, 26 Sep 2023 11:57:23 GMT

I think my router is broken. To see if my assumption is correct could I have a replacement.

I cannot run a speed test via TalkTalk - all I get is "We run into a problem" message and everytime I run a connection test I Get the message "There's a problem with your Broadband connection".

Speeds are showing as 80mbps if you look at the router interface but at present on Speedtest I'm getting about 8MBPS download speed.

Re: New Router

Anonymous — Tue, 26 Sep 2023 12:03:16 GMT

Good afternoon,

Sorry to hear this. I've run a line test now which hasn't detected a fault. Would it be possible to try powering down the router for a full 30 minutes and then retest the speed again please as this will reset the current session. If there is no change in speed following this then please let us know and we can look into this further.

Thanks

Michelle

Re: New Router

Neilash — Tue, 26 Sep 2023 13:19:00 GMT

Hi Michelle - will do this tonight but in the past 3 months I've switched the router off and on again, reset it, switched it off for 30 mins or more. Tests at your end indicate it's receiving the speed it should be but the problem seems to be the Wifi broadcast signal is so weak.

I've had three openreach engineer visits - the line replaced from pole to house with the line coming straight into the house and into a new NTE 5C master socket.

Even had a TalkTalk engineer visit who found no fault with the setup nor any possible interference.

Just downgraded from G-Fast 150 back to Fibre 65 but still experiencing wild variation in download speeds.

Re: New Router

Karl-TalkTalk — Tue, 26 Sep 2023 13:37:34 GMT

Can you check the phone number on your 'Community Profile' is correct, as I'm showing a different account name. Can you add your account number please.

Karl.

Re: New Router

Neilash — Tue, 26 Sep 2023 13:49:27 GMT

Karl updated my landline phone No.

Re: New Router

Karl-TalkTalk — Tue, 26 Sep 2023 13:59:21 GMT

OK, I've a router on the way to you, lets see if this behaves better.

Karl.

Re: New Router

Neilash — Tue, 26 Sep 2023 21:48:17 GMT

Thanks for that Karl.

Re: New Router

Debbie-TalkTalk — Wed, 27 Sep 2023 05:44:46 GMT

Hi Neilash

Let us know how the connection compares with this router.

Thanks

Re: New Router

Debbie-TalkTalk — Fri, 29 Sep 2023 08:24:17 GMT

Hi Neilash

Have you received the replacement router?

Re: New Router

Neilash — Sat, 30 Sep 2023 19:52:43 GMT

Hi Debbie - Received the new router on Wednesday and connected it using all new cables etc that night. Checked it on Thursday and speed was back up to Mid 70mbps. However found that if I run a connection test still get the message "We suspect an issue with your broadband" and got the usual "We've run into a problem" if I run a speed test via TalkTalk.

So this morning took off the master socket and plugged the broadband, via microfilter into the test socket. Tested again this morning and again tonight and still getting the "We suspect an issue with your broadband" message. However I can now run a speed check though it goes from loading to result in one. Also although the speed to router is 78mbps if you click the speed to devices it shows every single one "Might be experiencing speed issues" There are seven items connected to the Wifi, so not a huge amount draining the Wifi.

So is the problem the signal strength?

Re: New Router

Debbie-TalkTalk — Mon, 02 Oct 2023 05:37:54 GMT

Hi Neilash

Thanks for your reply.

I've checked the connection stats and your line is in sync at 79.9mb and line tests are clear.

Your throughput speeds look ok too based upon the sync speed.

If the performance of the connection is working ok then I wouldn't worry too much about the message detected.

Please can you try running the test again in 7 days to see if you still receive the same message.

Thanks again.

Re: New Router

Neilash — Mon, 02 Oct 2023 14:13:50 GMT

Hi Debbie - Thanks for the reply. Glad to see you think everything is OK now but seem to ignore the second part, why is every single device showing it "Might be experiencing speed issues".

It seems the TalkTalk Super router is perhaps as powerful as a 10 watt bulb.

Going to try my own router to see if that improves the range or strength of the signal as even with a TalkTalk Wifi booster upstairs - that too is struggling to pick up and boost the signal from the router. There is no interference from electrical items yet the router signal cannot reach the living room TV less than86m away

Re: New Router

Debbie-TalkTalk — Tue, 03 Oct 2023 06:17:54 GMT

Hi Neilash

Did you run the speed tests using a wired connection? Is this why the throughput speeds looked ok?

I can try switching the WIFI optimisation off so you can choose your own wireless channel, would you like to test that?

Re: New Router

Debbie-TalkTalk — Wed, 04 Oct 2023 08:21:37 GMT

Hi Neilash

Would you like me to switch the WIFI optimisation off?

Re: New Router

Neilash — Wed, 04 Oct 2023 13:41:59 GMT

Hi Debbie,

Yes turn off the Wifi optimisation. Could I just confirm that this is someone one can reverse by logging into the router settings and clicking it "Off" auto channel selection and choosing say Channel 6 or 11 instead.

Bit disappointing that the Wifi booster that I received from TalkTalk is struggling to receive the signal from literally the room below and has a central red light. Plus the TV / Sky box needs the code inputted everytime we switch it back on as the signal isn't strong enough to reach the TV.

Re: New Router

Chris-TalkTalk — Wed, 04 Oct 2023 14:18:33 GMT

Hi Neilash,

Wifi optimisation is different to the routers automatic channel selection. With wifi optimisation switched off you can select a channel or auto channel select but with it switched on wifi optimisation overrides the router settings.

Chris

Re: New Router

Neilash — Wed, 04 Oct 2023 20:41:05 GMT

OK so with Wifi optisimation On - I cannot choose which channel the router uses but with it off - I can set the router on Auto or choose a channel to stick too.

So if that's the case then if you switch optisimation Off then I can pick myself which channel is best to use or leave it on Auto.

Re: New Router

Debbie-TalkTalk — Thu, 05 Oct 2023 05:29:39 GMT

Hi Neilash

Yes that's correct. Would you like me to switch this off for you today?

Re: New Router

Neilash — Thu, 05 Oct 2023 21:37:41 GMT

Hi Debbie - If you could switch it off and I'll see how it goes over the next few days. I can always access the router settings myself and reset them.

Re: New Router

Debbie-TalkTalk — Fri, 06 Oct 2023 06:03:27 GMT

Hi Neilash

I've switched the WIFI optimisation off, please let us know how the connection compares.

Thanks