topic Re: Why does my broadband keep failing? in Broadband

Why does my broadband keep failing?

mackerel — Sun, 02 Jun 2024 18:27:05 GMT

I am having ongoing problems with receiving a continuous and stable internet connection. I feel fairly certain that the problem is with the 2.4ghz channel, as items connected to this channel keep failing

Sometimes everything appears ok, and then I have no internet on wifi
As I look on my laptop at the “Network and Sharing Centre” I can see the connection coming and going as the wifi attaches and the detaches itself.
I cannot always persuade a cable connection to work, either.
Although a speed check shows an acceptable download of up to 19mbps, sometimes the actual speed is too slow for most websites to load, including your dashboard
Current speeds between 1 and 3mbps
I cannot stream a complete programme on TV either through cable or wifi
I get messages about unstable internet connection
Zoom gets cut off in mid-conference
Your dashboard takes a minute or so to load
When I try to find information on the dashboard, I get thrown out and have to log in again.
The dashboard typically looks like this, although the internet is connected.
The dashboard does not recognize all devices (including my laptop) when they are connected.

CAN YOU PLEASE FIX THIS IMMEDIATELY? IF YOU CAN’T PLEASE HELP ME TO CANCEL THE CONTRACT

Re: Why does my broadband keep failing?

KeithFrench — Sun, 02 Jun 2024 21:02:01 GMT

Slow speed, intermittent dropouts, breaks in the signal or no signal on some or all devices or no internet access might be caused by Wi-Fi interference from other local networks, which can also lead to a permanent reduction in speed. No ISP can be responsible for your local environment, this is mainly a byproduct of the popularity of Wi-Fi.

Generally speaking, the 2.4GHz band suffers a lot more from interference than the much faster 5GHz band, but the 2.4GHz one can sometimes have a better range, but this all depends on your local area.

In other words, I try to help you optimise your Wi-Fi connection. The next stage involves sending out a guide to you to help you get me some important diagnostic results so that I can analyse them for you and recommend changes to your router configuration to solve them.

I only send this out to people who request it.

Where your router is not recognising some of your devices this is easy for you to sort out. Click on the Manage My Devices button & from there select Manage Advanced settings. You will see a list of the devices currently connected. Click on any of them & from there you can rename them to what you want, plus set a suitable icon.

The information below is provided by TalkTalk, for confirmation please contact @Debbie-TalkTalk or@Michelle-TalkTalk.

KeithFrench is one of our valued Community Stars and can help with a range of issues related to wireless and networking. At times he may ask you to send him test results via a Private Message to help analyse/diagnose an issue. Although Keith does not work for TalkTalk, he very kindly shares his time and knowledge to help with others.

If you need further help or, if we need to take any details such as personal information about your account like phone numbers, account numbers etc. one of the TalkTalk team will jump in and help out.

Re: Why does my broadband keep failing?

mackerel — Mon, 03 Jun 2024 10:16:36 GMT

Keith

Many thanks for your comments. Specific points:

it's not just wifi, but cable connection that suffer the same issues.
I couldn't reply any sooner, as the internet was not available. I've just re-booted the router and I am on-line - for now.
This isn't the type of internet I signed up for. I expect to be able to use it without messing about all the time. What happens to customers suffering in the same way who are just unable to understand any of this?
Following the re-boot, I'm on 5ghz and it's working
I will have one go at optimisation, so please send me instructions. Thanks for the offer.
I have renamed devices any number of times, and after each outage I usually have to do it again.

Once again, many thanks for offering to help. It's a shame that you are Talktalk's first resort - I would hope that they would step up as soon as anyone has a problem

Re: Why does my broadband keep failing?

Chris-TalkTalk — Mon, 03 Jun 2024 11:25:33 GMT

Hi mackerel,

I can see that Keith has kindly offered to help you with this. I've checked your connection and your router is in sync at 23Mbps with a low error count.

Chris

Re: Why does my broadband keep failing?

KeithFrench — Mon, 03 Jun 2024 12:28:56 GMT

s this also affects wired (Ethernet connections), then as you say the problem is not purely WiFi. When you get the problem, what happens to the white light on the front of the router? Have you tried moving the router temporarily to the test socket, which is behind the master socket's removable faceplate (if you have that design)? Please can you try it with a new microfilter?

Re: Why does my broadband keep failing?

mackerel — Mon, 03 Jun 2024 12:39:27 GMT

Keith

I rather think your response is limited in its scope. Despite what you say, my internet is NOT working. Although I'm typing this I am having to wait to pounce when the internet is working to be able to send it. I just tried to refresh this page and it refused. I know Chris has kindly offered to help, but I think a less dismissive response from you would be appreciated. I would like you (Talktalk) to take responsibility for what's happening (or not).

Re: Why does my broadband keep failing?

mackerel — Mon, 03 Jun 2024 12:46:33 GMT

Keith

Thanks. The router is not permanently visible, but I haven't noticed the white light going out. I have a new openreach socket so no microfilter. I have a 5c socket and there is only the phone line socket behind the plate

Re: Why does my broadband keep failing?

mackerel — Mon, 03 Jun 2024 13:46:27 GMT

Keith - many, many apologies - my comments about limited scope were addressed to Chris not to you. I addressed it in error.

Sorry

Re: Why does my broadband keep failing?

KeithFrench — Mon, 03 Jun 2024 13:53:12 GMT

I will pass this back to TalkTalk now, as the white light going out from time to time points to an unstable connection.

Re: Why does my broadband keep failing?

Chris-TalkTalk — Mon, 03 Jun 2024 13:58:08 GMT

Hi Mackerel,

Are you currently experiencing any problems with your telephone service, any noise on the line?

Chris

Re: Why does my broadband keep failing?

mackerel — Mon, 03 Jun 2024 15:54:31 GMT

No phone problems

Re: Why does my broadband keep failing?

Chris-TalkTalk — Tue, 04 Jun 2024 08:38:12 GMT

OK thanks. These are the reconnections showing over the last few days, does this look about the same as the disconnections that you're experiencing?

03/06/2024 15:37:31
03/06/2024 13:45:43
03/06/2024 10:39:24
31/05/2024 20:54:38
31/05/2024 20:54:31
29/05/2024 16:44:22
27/05/2024 18:21:47
23/05/2024 18:01:24
23/05/2024 15:24:11
23/05/2024 15:02:55

Chris

Re: Why does my broadband keep failing?

mackerel — Tue, 04 Jun 2024 13:23:54 GMT

Chris

I really don't know - there are so many breaks I don't keep a record of them, but I'm sure they would coincide with what I have experienced. Is it part of an acceptable service to have all these outages?

Also, it isn't just the total outages, it is the frequency and unpredictability, as well as the fact that despite the system saying it is on line, it is so slow that all websites time-out before they connect.

I have said before in my other thread- I bought a service where I am connected when I want. This isn't such a service.

Re: Why does my broadband keep failing?

Chris-TalkTalk — Tue, 04 Jun 2024 13:57:35 GMT

OK thanks. Do you just have one telephone socket in your home?

Chris

Re: Why does my broadband keep failing?

mackerel — Tue, 04 Jun 2024 14:08:43 GMT

Only one

Re: Why does my broadband keep failing?

Chris-TalkTalk — Tue, 04 Jun 2024 14:28:37 GMT

OK, all we can really do is arrange another engineer visit. If you'd like me to do this please let me know and I'll confirm some details with you

Chris

Re: Why does my broadband keep failing?

mackerel — Tue, 04 Jun 2024 16:54:39 GMT

If you are unable to resolve the issue I'll leave it to you to decide whether you need to send an engineer

Re: Why does my broadband keep failing?

Chris-TalkTalk — Wed, 05 Jun 2024 06:24:16 GMT

If you'd like us to investigate further then we would need to arrange an engineer visit. to do this can you confirm:

That you accept potential Engineers charges
Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

Thanks

Chris

Re: Why does my broadband keep failing?

mackerel — Wed, 05 Jun 2024 08:07:37 GMT

Chris

What I'd like is for Talktalk to supply the service I contracted. If you (YOU, not me) think an engineer needs to visit as you don't know how to fix it, then YOU should decide to send him. I haven't a clue what's going on, nor of the skill sets of your team, so how can I possibly say whether he is needed.

It's up to Talktalk to fix it

Re: Why does my broadband keep failing?

Chris-TalkTalk — Wed, 05 Jun 2024 10:43:44 GMT

Hi Mackeral,

Line test is passing and router is in sync at a good speed, error count is very low, there are some reconnections showing but I can't see what is causing the router to disconnect. Line test isn't picking up anything so the engineer would be to investigate the way you say the connection is performing. There would only be a potential charge based on the information in the following help article - Engineers charges

Thanks

Chris