topic Re: My Connection doesn't record speeds.... in Broadband

My Connection doesn't record speeds....

Gliwmaeden2 — Wed, 14 Feb 2024 06:56:45 GMT

My Connection is increasingly poor at recording speeds for the week.

This is my most recent check:

It means it's impossible to know if it nosedives on those days when nothing is recorded!

I happened to switch routers during the weekend as I replaced my phone handset at long last. Change of router was only for 10th - 12th and have now switched back again (Sagemcom password couldn't be authenticated when I'd first restarted it, hence the first switch. Back on now and working fine).

So the "no readings" show My Connection not functioning correctly with both routers.

[Incidentally, my phone connection still reads as having a fault, and has done so for over a year..... we switched the routers and checked filters last year, to no effect, so the final thing for me to check was whether a different handset and extension for plugging in the phone made any difference. They don't. ]

My Connection gives a clean bill of health for my Broadband connection - but why no data?

Just reporting this again, having mentioned the My Connection speed data problem before, and nothing appears to have been done to sort it.

Re: My Connection doesn't record speeds....

Debbie-TalkTalk — Wed, 14 Feb 2024 07:37:31 GMT

Hi Gliwmaeden2

Can I just check, are you experiencing performance issues with the connection (and that's why you run the tests)

Or do you run the tests just to check the speed?

Re: My Connection doesn't record speeds....

Gliwmaeden2 — Wed, 14 Feb 2024 07:53:15 GMT

I hadn't run the tests in months (and last time reported similar gaps in the readings but not so severe).

This last lot look to be more off than on, so My Connection's own performance has deteriorated.

The reason I was poking around was that I had switched landline phone handsets and after installing the new one, checked whether the fault had cleared (no it hasn't).

So I just ran the other tests for speed and Broadband connection while I was at it.

As I said above, the Broadband has a clean bill of health. Your My Connection data recording does NOT, and other customers as well as myself do mention this from time to time.

Not useful having the My Connection facility at all if it can't be relied upon.

Re: My Connection doesn't record speeds....

Debbie-TalkTalk — Wed, 14 Feb 2024 08:00:34 GMT

Thanks @Gliwmaeden2

I have passed this over to the My Connection team to take a look.

I will let you know as soon as they come back to me.

Thanks again.

Re: My Connection doesn't record speeds....

Debbie-TalkTalk — Wed, 14 Feb 2024 09:51:33 GMT

Hi @Gliwmaeden2

The team advised that they are aware of some issues and a fix has been put in place to resolve this.

They said once the data updates this should be resolved, so over the next few days this should start to improve.

Thanks

Re: My Connection doesn't record speeds....

Anonymous — Fri, 16 Feb 2024 09:15:20 GMT

Morning @Gliwmaeden2

Has there been any change over the last 48hrs?

Michelle 🙂

Re: My Connection doesn't record speeds....

Gliwmaeden2 — Fri, 16 Feb 2024 13:04:13 GMT

I can't see at the moment, @Debbie-TalkTalk, as Service Status Dashboard has completely vanished: used to be under "help with your service" in the community menu

Working and packing to go on holiday, so not able to check via My Account.....

The router won't be on while I am away.

Re: My Connection doesn't record speeds....

Anonymous — Fri, 16 Feb 2024 13:09:21 GMT

Afternoon,

If you click on the Community drop down tab, then it now 7th on the list. Apologies this was changed this week.

Michelle

Re: My Connection doesn't record speeds....

Gliwmaeden2 — Fri, 16 Feb 2024 13:19:41 GMT

Thanks! Just found it now.

Seems to be fine.

😊

Re: My Connection doesn't record speeds....

Anonymous — Fri, 16 Feb 2024 13:20:39 GMT

Great, glad to hear this 🙂

Michelle

Re: My Connection doesn't record speeds....

Gliwmaeden2 — Wed, 13 Mar 2024 00:33:59 GMT

My speeds are still basically fine, @Anonymous, but another random check shows an exclamation mark for last Thursday.

Why does this keep happening?

The software for My Connection really doesn't inspire me with confidence!

Re: My Connection doesn't record speeds....

Anonymous — Wed, 13 Mar 2024 10:25:13 GMT

Morning @Gliwmaeden2

I'm really sorry. I'm not sure why this keeps happening? Would you like me to raise this over to the My Connection Team for you?

Michelle

Re: My Connection doesn't record speeds....

Gliwmaeden2 — Wed, 13 Mar 2024 10:32:43 GMT

Yes, @Anonymous.

They should be told that the product is not working properly.

There are too many glitches with their service, which actually add fog to situations, rather than clarification for customers!

Re: My Connection doesn't record speeds....

Anonymous — Wed, 13 Mar 2024 10:40:34 GMT

I've passed this over to the My Connection Team now and have asked them to look into why this has happened or if there are any known issues and I'll keep you updated.

Michelle 🙂

Re: My Connection doesn't record speeds....

Anonymous — Tue, 19 Mar 2024 07:21:16 GMT

Morning @Gliwmaeden2

The team have asked me to check to see if you've seen anymore since we passed this over please?

Michelle

Re: My Connection doesn't record speeds....

Gliwmaeden2 — Tue, 19 Mar 2024 08:42:21 GMT

Yes, @Anonymous, Friday shows no record:

Re: My Connection doesn't record speeds....

Anonymous — Tue, 19 Mar 2024 08:50:01 GMT

Morning @Gliwmaeden2

Thanks. I've passed the screenshot/image back over to the team now.

Thanks

Michelle

Re: My Connection doesn't record speeds....

Anonymous — Tue, 19 Mar 2024 12:00:14 GMT

Hi again,

The team have identified the issue and are working to resolve it, however it looks like it might be Friday before we have another update.

Michelle 🙂

Re: My Connection doesn't record speeds....

Anonymous — Tue, 26 Mar 2024 08:17:38 GMT

Morning @Gliwmaeden2

The fix has now been applied, however I've been advised that it could take 24hrs to filter through. Please let us know how you get on 🙂

Michelle

Re: My Connection doesn't record speeds....

Gliwmaeden2 — Tue, 26 Mar 2024 12:45:33 GMT

It shows a clean line with no gaps for the past week. 😀