topic Re: Broadand issues for older user in Broadband

Broadand issues for older user

Pedrow — Fri, 09 Feb 2024 15:17:11 GMT

Good afternoon all,

I was up visiting my mother earlier and she said she was having problems with her PC and would I have a look at it again.

Once again she has the burling wheel and cannot get connected (she says she leaves it for 45 mins sometimes).

Being a typical pensioner she doesn't want any hassle but still pays for a service that is pants to say the least and has left me to deal with the intricate issues she doesn't understand (I have approval from TT to do this).

I've tried previously to do a speed test and she gets <3mb (yes that low) so I tried running the router (a different one) from the access point to the house in case it was the internal wiring (all hard wired due to the build of the house) and it made no difference.

TalkTalk say there is no problem although her landline which she also has drops out.

Any help here would be appreciated although it will be a distant fix for me as she doesn't live local to me.

Re: Broadand issues for older user

KeithFrench — Fri, 09 Feb 2024 16:15:10 GMT

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

Re: Broadand issues for older user

Chris-TalkTalk — Mon, 12 Feb 2024 07:47:54 GMT

Hi Pedrow,

I'm sorry to hear that your Mother is experiencing problems with her service. Could you add your Mothers name and TalkTalk landline telephone number to the private notes section of your community profile and we'll be happy to look into this for you.

Thanks

Chris

Re: Broadand issues for older user

Pedrow — Mon, 12 Feb 2024 08:28:09 GMT

Done

Please use myslf as point of contact

Re: Broadand issues for older user

Chris-TalkTalk — Mon, 12 Feb 2024 08:40:38 GMT

OK thanks. Line test is passing the connection does look unstable with a high error count at times. How many telephone sockets are there? Is the router currently connected to the test socket? - Your guide to main phone sockets - TalkTalk Help & Support

Chris

Re: Broadand issues for older user

Pedrow — Mon, 12 Feb 2024 10:08:57 GMT

There are 3 sockets from memory (2 phone and 1 pc) and all are micro filtered. The pc runs from an extension from the incoming test switch. I have tried changing cables etc and this made no difference. No point in putting the router in the hall and using WIFI as the make up of the house (brick walled bungalow) blocks all signals.

This has been an ongoing issue for a while and it has just gotten worse. She is currently using the black router which she has had for a few years.

I tried to connect on Sunday but gave up as it was just burling, she alos said her phone connection (landline) was dropping out

Re: Broadand issues for older user

Chris-TalkTalk — Mon, 12 Feb 2024 10:18:09 GMT

OK thanks. Do you know if the router is connected to the master socket? Do you know the type of master socket?

Chris

Re: Broadand issues for older user

Pedrow — Mon, 12 Feb 2024 10:22:37 GMT

It is coonecter to the master socket via an extension lead.

Again from memory the master socket belongs to BT but is a very old model

Re: Broadand issues for older user

Pedrow — Mon, 12 Feb 2024 10:22:56 GMT

Apologies - connected

Re: Broadand issues for older user

Chris-TalkTalk — Mon, 12 Feb 2024 13:12:46 GMT

Thanks. Do you know what type of extension cable it is. Is it a telephone extension cable to a router adsl extension cable, the type that replaces the cable supplied with the router?

Chris

Re: Broadand issues for older user

Pedrow — Mon, 12 Feb 2024 15:17:38 GMT

Its a telephone cable to a wall socket where a filter runs an adsl to the router another to a telephone handset

Re: Broadand issues for older user

Chris-TalkTalk — Mon, 12 Feb 2024 15:21:42 GMT

Sorry, just to confirm is the filter connected directly to the telephone socket, or to the router end of the extension cable

Chris

Re: Broadand issues for older user

Pedrow — Mon, 12 Feb 2024 15:27:55 GMT

Phone socket

Re: Broadand issues for older user

Chris-TalkTalk — Tue, 13 Feb 2024 09:49:33 GMT

OK thanks. So the master socket just has one telephone socket, there's a micro-filter connected to the master socket with an extension cable to the telephone and another extension adsl cable to the router?

Is there anything connected to the other telephone sockets?

Chris

Re: Broadand issues for older user

Pedrow — Tue, 13 Feb 2024 12:41:32 GMT

The single switch master socket has a double extension to the computer room wall socket from which the microfilter supplies the adsl and phone and to the living room which is also microfiltered to the phone hand set.

I previously tried removing everthing and just connecting the router (and my own router) to the master socket (with microfilter) and it still still makes no difference.

The broadband is so pathetic (worse now than its ever been) that she can't even get connected to her email account or even google without a considerable wait.

Unfortunately after today I will be away until the 29th so hopefully something can be reloved during my absence

Re: Broadand issues for older user

Chris-TalkTalk — Tue, 13 Feb 2024 13:13:45 GMT

If you connect the router directly to the master socket there won't be an immediate improvement in speed as the line profile is holding the speed down. If you can connect the router directly to the master socket again and let us know when you've done this, we can restart the line management (DLM) optimisation process. If there is then an improvement in the line stats DLM should settle on a fast profile resulting in faster throughput speeds

Chris

Re: Broadand issues for older user

Pedrow — Tue, 13 Feb 2024 13:27:04 GMT

Unfortunately notat this time, as I don't live nearby and won't be back there until the 1st of March at the earliest. I can't ask my mother (she's 80+) as she wouldn't know where to start.

Does the router need to be connected to the pc during this time as you won't get an adsl cable long enough and it won't work with WIFI

Re: Broadand issues for older user

Debbie-TalkTalk — Tue, 13 Feb 2024 13:35:45 GMT

Hi Pedrow

Thanks for your reply.

No the router wont need to be connected to the PC (when router is connected at the test socket) for us to start the optimisation process.

Thanks

Re: Broadand issues for older user

Pedrow — Tue, 13 Feb 2024 13:43:09 GMT

Hi,

I will see when she is home (probably later this afternoon) and try to get her to connect the router to the master socket, unfortunately as I won't be in contact there is no way of letting you know its been done.

Pete W

Re: Broadand issues for older user

Debbie-TalkTalk — Tue, 13 Feb 2024 13:45:51 GMT

Hi Pete

Would it be ok to leave the router in this set up for 24hrs?