topic Re: Intermittent Connection issues in Broadband

Intermittent Connection issues

Jolie1 — Thu, 06 Feb 2025 21:01:09 GMT

Hello,

apologies if this is repeated/in the wrong place.

I’m new here and will be the first to admit that I have no idea about internet lingo/technology, so please be mindful of this when offering any support if there is any.

I have recently (since late last year) been struggling with connection issues and slow loading speeds.

For the last 2 weeks (approx) I have had increased issues such as:

Netflix buffers every ~10 mins, other channels do not load at all. Internet searches and music on mobile phones are very slow if completed at all and laptops are almost unusable due to connection issues.

Meanwhile, tests to the line and speed test via talktalk account are reported to be fine.

I have:

Turned off/on and also reset the router, completely unplugged it, cleaned the sockets and moved the router higher up/facing more into the room.

the internet light on the router occasionally in recent days goes red which prompts another restart, but generally all looks to be well and all the connected devices show Wi-Fi bars yet super slow connection as described above.

i have been hotspoting from my mobile to be able to work from home to maintain some form of basic connection but cannot continue to ignore what is a big issue.

Are there any suggestions of how to resolve the issue?

*do I need to provide any further info?

My router is a DSL-3782 provided by talktalk 4 years ago.

thanks for any help!

Re: Intermittent Connection issues

Gliwmaeden2 — Thu, 06 Feb 2025 21:08:30 GMT

Does the mastersocket have a test socket, @Jolie1?

See:

https://community.talktalk.co.uk/t5/Articles/Your-guide-to-main-phone-sockets/ta-p/2205432

It often helps if you can leave the router plugged in there till staff have a chance to run tests. - That helps eliminate internal wiring problems.

Another question would be whether you hear crackling on your phone line?

What package are you actually on?

It may just be that you need a new router, but staff may want you to answer the above first.

And thanks for starting your own thread. You did exactly the right thing. 😊

You just need to make sure that your profile information is complete for staff to identify your account. Go via your avatar; settings; add your Talktalk phone number or account number in Personal Information. Scroll down further to find the SAVE CHANGES button.

Staff reply during the day, Monday to Friday.

Re: Intermittent Connection issues

Jolie1 — Thu, 06 Feb 2025 21:30:50 GMT

Thanks for your prompt reply @Gliwmaeden2

after a quick google (I did say I was lacking in tech lingo!), I’ve discovered that I do indeed have a test socket within the master and have now plugged it in there.

i don’t have a landline connected, so can’t answer regarding crackling.

I’m on a Fast broadband plan.

I’ve been conscious to limit (whilst noticing these issues at least) the number of devices connected at one time - 1.5 person household - to see if it was too much connected causing issues, but even a single device is evidently too much 😔

Thanks for the tip regarding profile - I saw this on another thread so have input all that should be required.

thanks again!

Re: Intermittent Connection issues

Anonymous — Fri, 07 Feb 2025 06:50:06 GMT

Morning,

I'm sorry to hear this. I've run a test on the line now which has detected a potential fault towards the property. Is the router still connected to the test socket at the moment please?

Thanks

Michelle

Re: Intermittent Connection issues

Jolie1 — Fri, 07 Feb 2025 06:58:59 GMT

Morning Michelle,

Yes, the router is still plugged into the test socket.

Thank you,

Re: Intermittent Connection issues

Anonymous — Fri, 07 Feb 2025 07:02:04 GMT

Hi,

Thanks for confirming. Would it be possible to remove the router from the line for 30 minutes so we can re-run the line test with no equipment connected please?

Michelle

Re: Intermittent Connection issues

Jolie1 — Fri, 07 Feb 2025 07:04:21 GMT

Just removed it, thanks

Re: Intermittent Connection issues

Anonymous — Fri, 07 Feb 2025 07:09:12 GMT

Hello,

The line test is now clear. You can now re-connect the router. Would you like us to send a replacement router to see how this compares?

Thanks

Michelle

Re: Intermittent Connection issues

Jolie1 — Fri, 07 Feb 2025 07:11:17 GMT

That would be great - thanks Michelle!

Re: Intermittent Connection issues

Debbie-TalkTalk — Fri, 07 Feb 2025 07:25:22 GMT

Hi @Jolie1

The replacement 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: Intermittent Connection issues

Jolie1 — Fri, 07 Feb 2025 07:54:20 GMT

That’s great, much appreciated @Debbie-TalkTalk and @Anonymous

I’ll let you know how it goes, 🤞

Re: Intermittent Connection issues

Debbie-TalkTalk — Fri, 07 Feb 2025 08:31:45 GMT

Hi @Jolie1

Thank you 🙂

Debbie

Re: Intermittent Connection issues

Gliwmaeden2 — Fri, 07 Feb 2025 08:35:05 GMT

Great to see this all going so smoothly, @Jolie1. 😊

Re: Intermittent Connection issues

Jolie1 — Sat, 08 Feb 2025 13:29:58 GMT

Hello,

New router arrived today - thank you.

I have removed all of the old wiring/devices and plugged the new in and the hub cycles through flashing amber, flashing amber/white and then stays solid white for about 30 seconds before it goes back to flashing amber etc.

So far, this has gone on for about 30mins (sometimes not even 30 secs of solid white).

Is this part of the setting up, or is it indicating that there’s an issue with connection?

I appreciate it’s the weekend so this won’t be monitored until Monday. I might plug the old router back in for the weekend as at least there was intermittent connection with that.

Thanks for any help!

Re: Intermittent Connection issues

Anonymous — Mon, 10 Feb 2025 06:51:30 GMT

Morning,

I'm sorry to hear this. Can I just check, are you using all the new cables that came with it?

Thanks

Michelle

Re: Intermittent Connection issues

Jolie1 — Mon, 10 Feb 2025 07:12:04 GMT

Morning Michelle,

I am using all of the new cables, including the enclosed micro filter.

i tried the new router again last night (following using the old for internet connection over the weekend as per my last message)

It flashes amber fast for 30secs, then slow amber for approx 1min before amber/white - solid white for 5 secs and then cycles through again however never returns to solid white.

thanks,

Re: Intermittent Connection issues

Debbie-TalkTalk — Mon, 10 Feb 2025 09:22:29 GMT

Hi @Jolie1

The line test is showing a fault towards the property. Is the router connected at the test socket at the moment?

Re: Intermittent Connection issues

Jolie1 — Mon, 10 Feb 2025 10:47:13 GMT

Hi @Debbie-TalkTalk

It wasn’t in the test socket when you messaged, but it is now - is there any difference?

I also still have the old router plugged in so I can work today.

let me know if the new one needs to be plugged back in and I’ll try to navigate this! 😬

thanks,

Re: Intermittent Connection issues

Debbie-TalkTalk — Mon, 10 Feb 2025 10:49:13 GMT

Thanks for your reply @Jolie1

I will run another test now and I will post back shortly.

Re: Intermittent Connection issues

Debbie-TalkTalk — Mon, 10 Feb 2025 10:58:45 GMT

Hi @Jolie1

The same fault has been detected.

Would there be a convenient time today when you could remove everything from the line (leaving face plate off) and removing the router and filter, so I can run one more line test with everything removed?