topic Re: Regular connection freezes in Broadband

Regular connection freezes

saadKhaled — Wed, 29 Jan 2025 21:59:30 GMT

I wanted to inquire about my current broadband service as it has an issue. Every 10 or so seconds, the connection freezes for 1.5-3 seconds, sometimes more (confirmed using cmd ping) and I'd like to know what's causing this and how to fix it.
The issue started around a year ago. Prior to it beginning, I could connect to the internet via WiFi and Ethernet and the connection would be consistent with no spikes.
These ping spikes occur frequently, and still happen even when transferring data between two devices connected on the same network, and as far as I can tell, the only way to prevent them is to connect via Ethernet.
I've gotten in touch with TalkTalk about this previously, and they have given me things to attempt such as restarting the router using the restart button on the back, and performing a full reset by turning it off for 20 minutes, and having the line refreshed by a TalkTalk agent, none of which worked.

Re: Regular connection freezes

Debbie-TalkTalk — Thu, 30 Jan 2025 07:35:51 GMT

Hi @saadKhaled

I'm sorry to hear this.

The line tests are clear. When did you last receive a replacement router?

Re: Regular connection freezes

saadKhaled — Thu, 30 Jan 2025 16:40:28 GMT

I haven't had a replacement router, been using the one that came when I first joined TalkTalk.

Re: Regular connection freezes

Chris-TalkTalk — Fri, 31 Jan 2025 07:16:47 GMT

Hi saadKhaled,

We can send another router to test with, would you like us to arrange this?

Chris

Re: Regular connection freezes

saadKhaled — Fri, 31 Jan 2025 16:05:00 GMT

Sure, how much would it cost?

Re: Regular connection freezes

saadKhaled — Sun, 02 Feb 2025 18:36:24 GMT

Hello? I would like for this to be arranged please.

Re: Regular connection freezes

Debbie-TalkTalk — Mon, 03 Feb 2025 08:00:20 GMT

Hi @saadKhaled

I've ordered the replacement router for you, there is no charge for this.

Please allow 24-48hrs for this to arrive. Let us know how the connection compares with the new router.

Thanks

Debbie

Re: Regular connection freezes

saadKhaled — Mon, 03 Feb 2025 09:55:37 GMT

Alright, thank you.

Re: Regular connection freezes

Debbie-TalkTalk — Mon, 03 Feb 2025 10:01:13 GMT

Hi @saadKhaled

No problem, please let us know how you get on.

Thanks

Debbie

Re: Regular connection freezes

saadKhaled — Sat, 08 Feb 2025 09:51:09 GMT

After a few days of testing, it seems like the spikes have reduced tremendously, they still occur but are quite rare now.

Thanks to the both of you for the help.

Re: Regular connection freezes

Anonymous — Mon, 10 Feb 2025 06:57:38 GMT

Good morning,

I'm glad to hear this 🙂

Thanks

Michelle