topic Re: Patchy connection in Broadband

Patchy connection

Divsec — Mon, 16 Oct 2023 15:03:23 GMT

Hi I would be most grateful if you could check out my line and router. I've been experiencing dropped and slow connections, no service etc. Even alexa losing connection with audible books!

I've changed to this router and things seem better but would appreciate a quick line and firmware checkup, please.

Re: Patchy connection

ferguson — Mon, 16 Oct 2023 15:13:46 GMT

Sorry to see this bud. I take it have you have tried the usual checks yourself i.e. noise on the line, test socket etc?

Re: Patchy connection

Divsec — Mon, 16 Oct 2023 15:59:17 GMT

Hi @ferguson oh very yes. On my third router but I think I've sorted it.

It was behaving like a dns resolution issue, I just now would appreciate a quick check on the 2 things I can't do myself, firmware and line.

Re: Patchy connection

ferguson — Mon, 16 Oct 2023 16:02:46 GMT

Apologies, thought as much, but always best to mention. 🙂

Re: Patchy connection

Debbie-TalkTalk — Tue, 17 Oct 2023 06:13:07 GMT

Hi Divsec

I'm sorry to hear you've experienced issues with the connection 😞

The line tests are clear - No faults detected and the router has the latest FW version.

Is everything working ok now you've swapped the router?

Re: Patchy connection

Divsec — Tue, 17 Oct 2023 06:40:57 GMT

Hi @Debbie-TalkTalk thank you for checking, yes internal WiFi speeds dropped a bit but massively more reliable. So all good enough here. Thanks for your time

Re: Patchy connection

Debbie-TalkTalk — Tue, 17 Oct 2023 06:43:28 GMT

Hi D

Do you want me to take a look at the speeds for you?

Re: Patchy connection

Divsec — Tue, 17 Oct 2023 10:38:13 GMT

Hi @Debbie-TalkTalk it's very kind of you, yes please. Sadly I think you will find the kit is doing the best it can and third party kit is needed for better.

Re: Patchy connection

Debbie-TalkTalk — Tue, 17 Oct 2023 10:41:55 GMT

Hi Divsec

What speed are you receiving now when running speed tests?

Re: Patchy connection

Divsec — Tue, 17 Oct 2023 11:12:02 GMT

Hi @Debbie-TalkTalk around 31 down and an excellent 10 up

Recently on third party kit as good as 40 down and 9 up. This on WiFi.

Speeds to router are good as can be hoped for in darkest North Norfolk (but then nothing is very fast here, mercifully)

Re: Patchy connection

Debbie-TalkTalk — Tue, 17 Oct 2023 11:18:13 GMT

Hi Divsec

Thanks for the additional information.

I just wanted to check your throughput speed in comparison to your sync speed.

The speed test results look good based on the sync speed - 33mb.

As you have just swapped over the router then it may take DLM a few days to monitor the connection and adjust the speed/profile.

I will check the connection stats again on Friday to see if DLM has made any changes to the speed. Please can you keep the router powered up without being rebooted.

Re: Patchy connection

Divsec — Tue, 17 Oct 2023 13:37:36 GMT

Thanks Debbie, good to know I read correctly, as always thanks for your assistance

Re: Patchy connection

Debbie-TalkTalk — Tue, 17 Oct 2023 13:45:07 GMT

Hi D

No problem 🙂 I will post back here on Friday.

Thanks

Re: Patchy connection

Debbie-TalkTalk — Fri, 20 Oct 2023 08:32:26 GMT

Hi D

I've checked the connection stats again this morning and the sync speed has dropped and the line test is detecting a potential fault.

How's the connection been for you since your last post?

Re: Patchy connection

Divsec — Fri, 20 Oct 2023 08:50:29 GMT

Good morning @Debbie-TalkTalk thanks for checking, down to 20 or so by WiFi.

Fault with router or line?

Re: Patchy connection

Debbie-TalkTalk — Fri, 20 Oct 2023 09:14:44 GMT

Hi D

The line test shows - Impairment in copper joint detected most likely close to customer premises.

Would it be ok to connect the router at the test socket so I can run another line test?

Are you still using the new router?

Re: Patchy connection

Divsec — Fri, 20 Oct 2023 10:42:35 GMT

Hi @Debbie-TalkTalk same router in use. In test socket.

Copper wire ? We still have little boys with sticks here and it's raining, hard. 🌧️

Re: Patchy connection

Debbie-TalkTalk — Fri, 20 Oct 2023 10:50:52 GMT

Hi D

Thanks for your reply.

The same fault has been detected. The next step will be an engineer visit to the property.

Would you like me to arrange this visit?

Re: Patchy connection

Divsec — Fri, 20 Oct 2023 10:56:45 GMT

Yes please @Debbie-TalkTalk good news is we are back to 31 WiFi. Do you think it is worth waiting a week till the weather settles? Not a problem for me staying in test socket and 31 is fast enough for us.

Re: Patchy connection

Debbie-TalkTalk — Fri, 20 Oct 2023 10:58:51 GMT

Hi D

It could be weather related. If you have heavy rain then this could be affecting the connection.

Would you like me to check in again with you on Monday to see how it's been over the weekend and hopefully the rain will have slowed down too.