topic Re: Ongoing connection problem in Broadband

Ongoing connection problem

hawkeye4 — Thu, 29 Aug 2024 07:42:28 GMT

Over the bank holiday weekend the connection dropped and reconnected cyclically every minute.
There is now a permanent connection. I can use email and connect to websites, though speed is slow, but am unable to watch any streaming services because of lack of bandwidth.
The connection and speed tests fail.

Re: Ongoing connection problem

KeithFrench — Thu, 29 Aug 2024 10:01:04 GMT

Please can you elaborate by answering these questions?

Which make/model of router do you have?
Is it the broadband itself that is dropping (does the light change colour on the front of it)?
If you log into the router, what internet speeds does it display (normally in the main dashboard area)? How does this compare to your guaranteed minimum download speed?
Is this device connected via wireless or a wired (Ethernet) connection?

Re: Ongoing connection problem

Chris-TalkTalk — Thu, 29 Aug 2024 10:55:35 GMT

Hi hawkeye4,

In addition to answering Keith's questions can you also please update your community profile to include your:

Name
Telephone number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Chris

Re: Ongoing connection problem

hawkeye4 — Thu, 29 Aug 2024 13:02:57 GMT

Hi Keith

My TalkTalk router label states: TalkTalk WiFi Hub (sagemcom) version FAST S364-3 TB

The broadband drops out and shows the orange light before returning to white.

The router dashboard shows a speed of 8Mbps and guaranteed speed of 7Mbps. This dropped from 16Mbps on 21/8/24 to 8Mbps on 24/8/24.

The router version on the dashboard is SG4K100174

The dashboard 'My internet connection' page states internet connection status: disconnected ???

The device is connected wirelessly.

Thanks

Richard

Re: Ongoing connection problem

KeithFrench — Thu, 29 Aug 2024 13:51:52 GMT

Hi @hawkeye4

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.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Re: Ongoing connection problem

hawkeye4 — Thu, 29 Aug 2024 14:07:10 GMT

Thanks Keith

Profile updated

Re: Ongoing connection problem

Chris-TalkTalk — Thu, 29 Aug 2024 14:11:55 GMT

Hi hawkeye4,

I can see that your connection has been very unstable but appears to have improved today. Are you experiencing any problems with your telephone service, any noise on the line?

Chris

Re: Ongoing connection problem

hawkeye4 — Sat, 31 Aug 2024 12:20:56 GMT

Update

Tried to upload 4 minute video clip from my laptop to my Google drive. Estimated time given as 45 hours.

Log on to BBC website now intermitent.

Re: Ongoing connection problem

Gliwmaeden2 — Sat, 31 Aug 2024 12:39:07 GMT

Staff need a reply re the quality of the phone line to help diagnosis of the issue.

If you don't have a handset, try to borrow one, plug it in and check. You could dial a freephone number to avoid costs.

Staff will be back after the weekend, @hawkeye4.

Re: Ongoing connection problem

hawkeye4 — Sun, 01 Sep 2024 14:09:18 GMT

Thanks for your advice Gliwmaeden2
Chris
Telephone service okay. Not sure what constitutes noise on line. There is a low level cyclical noise of about 5Hz but noise level is no worse than I remember it.

Re: Ongoing connection problem

Anonymous — Mon, 02 Sep 2024 07:05:47 GMT

Morning,

I'm sorry to hear this. The line test is still clear, however I can see quite a few re-connections on the line. Does your main socket have a test socket please?

Thanks

Michelle

Re: Ongoing connection problem

hawkeye4 — Mon, 02 Sep 2024 10:16:33 GMT

Hi Michelle

The main BT socket in my hall does not have a test socket. The main socket entry slot is by-passed with a cable attached inside to connectors. This cable then leads to a second socket in my lounge, which has a splitter attached to it leading to my landline and TalkTalk router. This set-up has worked without problems for a number of years.

Richard

Re: Ongoing connection problem

hawkeye4 — Mon, 02 Sep 2024 10:45:33 GMT

Hi Michelle
Just tried connecting router direct to BT main socket (via splitter) but still problems - website loading very slow and requiring reload, BBC iPlayer streaming still fails due to lack of bandwidth.

Richard

Re: Ongoing connection problem

Anonymous — Mon, 02 Sep 2024 10:55:21 GMT

Hi Richard,

Ok, do you have an alternative router that you can test with please? If not then we can send a replacement router for testing purposes to rule this out.

Thanks

Michelle

Re: Ongoing connection problem

hawkeye4 — Mon, 02 Sep 2024 13:48:54 GMT

Hi Michelle

No, the current router is the only one that I have: TalkTalk WiFi Hub (sagemcom) version FAST S364-3 TB

Richard

Re: Ongoing connection problem

Anonymous — Tue, 03 Sep 2024 05:41:26 GMT

Morning Richard,

Thanks for confirming. Are you happy for us to send a replacement router to see how this compares?

Thanks

Michelle

Re: Ongoing connection problem

hawkeye4 — Tue, 03 Sep 2024 06:47:48 GMT

Morning Michelle

Yes, that would be well worth a try.

Richard

Re: Ongoing connection problem

Debbie-TalkTalk — Tue, 03 Sep 2024 06:55:40 GMT

Hi Richard

The router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

Re: Ongoing connection problem

Anonymous — Fri, 06 Sep 2024 11:43:32 GMT

Hi Richard,

Just checking back in to see how you're getting on?

Thanks

Michelle

Re: Ongoing connection problem

hawkeye4 — Fri, 06 Sep 2024 17:49:51 GMT

Hi Michelle

The router has not arrived yet. Will test it and get back to you as soon as it arrives.

Richard