topic Re: Intermittent broadband speed new router not solved problem in Broadband

Intermittent broadband speed new router not solved problem

garyp41 — Wed, 16 Jul 2025 09:03:32 GMT

Approximately 2-3 months ago I started getting slow internet and sometimes it stopped. After a short time it went back to normal again. I went through the system and in the end it was diagnosed as a router problem so you replaced the router, but it is still happening. It may not happen for a few hours but then it starts again. I have gone through all the checks, disconnecting any other devices, restarting router etc but it does not stop the problem. A friend who is experienced with comms explained that I should look at the router logs but it seems that at my end I cannot look at the logs, it must be restricted to Talk Talk. He is also said there was some noise on the line, not something that I had noticed. When working correctly the speed test comes in at between 12 & 14, sometimes (like this morning) it dropped to 7 and can go down to between 1 & 2. When it stops completely the speed check service cannot connect to the server. As I said this is an intermittent problem, Can you advise what I should do next to resolve the issue?

Re: Intermittent broadband speed new router not solved problem

Mandisa-TT — Wed, 16 Jul 2025 09:25:53 GMT

Hi @garyp41 thank you for bringing this into our attention, I will be able to run checks on my end to identify the issue and the possible resolution, are you at home to be able to proceed?

Re: Intermittent broadband speed new router not solved problem

garyp41 — Wed, 16 Jul 2025 09:47:56 GMT

Hello Mandisa I am at home and able to assist as required

Re: Intermittent broadband speed new router not solved problem

Mandisa-TT — Wed, 16 Jul 2025 09:53:23 GMT

Perfect! Do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector.

Re: Intermittent broadband speed new router not solved problem

garyp41 — Wed, 16 Jul 2025 10:06:39 GMT

None of the above applies.

I experieced the same issue a few minutes ago, the broadband dropped out for about a minute. The speed test could not connect to the server.

Re: Intermittent broadband speed new router not solved problem

Mandisa-TT — Wed, 16 Jul 2025 10:08:21 GMT

I understand, Will you (and anyone who lives with you) be able to contact emergency services while your services remain impacted?

Re: Intermittent broadband speed new router not solved problem

garyp41 — Wed, 16 Jul 2025 10:09:15 GMT

Yes mobile available if necessary

Re: Intermittent broadband speed new router not solved problem

Mandisa-TT — Wed, 16 Jul 2025 10:10:13 GMT

Great! Does the problem occur everywhere you try and use the WiFi, or just in certain parts of the house - for example upstairs, or outside the house?

Re: Intermittent broadband speed new router not solved problem

garyp41 — Wed, 16 Jul 2025 10:12:56 GMT

I use a desktop PC which is right beside the router so no obstruction. I have an android which is used occasionally and it happens on that device as well. My wife uses a smart phone and she gets the same problem on occasions. At present only the desktop is in use.

Re: Intermittent broadband speed new router not solved problem

garyp41 — Wed, 16 Jul 2025 10:13:53 GMT

I have get the same problem when I hardwire the router to the desktop

Re: Intermittent broadband speed new router not solved problem

Mandisa-TT — Wed, 16 Jul 2025 10:14:57 GMT

I need to establish if the problem is a general WiFi or Broadband issue, or if it's potentially a coverage issue. If the problem only occurs in places that may be further from the router, or are blocked by walls, doors or windows, then it's likely the issue is related to the WiFi signal not being strong enough where you experience the problem.

1) Issue occurs everywhere
2) Issue only occurs in one or some locations
3) Issue is not with WiFi
4) Issue is with a single device

Re: Intermittent broadband speed new router not solved problem

garyp41 — Wed, 16 Jul 2025 10:18:37 GMT

It occurs everywhere and can affect multiple devices. AS I said I experience the problems more with the desktop as this is used most o0f the time and this sits by the router and does not matter if it is wifi or hardwire connected, so I assume it is broadband

Re: Intermittent broadband speed new router not solved problem

Mandisa-TT — Wed, 16 Jul 2025 10:21:40 GMT

I understand, I'm now checking the current speed between the TalkTalk router and the Internet. This should take just under a minute and then I'll continue with further checks.

Re: Intermittent broadband speed new router not solved problem

Mandisa-TT — Wed, 16 Jul 2025 10:23:28 GMT

The average download speed tested from your router over the past 7 days has been 13.57 MB.

The latest download speed tested from the router was 14.95 MB.

It has remained consistently above the minimum guaranteed speed of 9.1 MB, so there are no issues with the speed between the router and TalkTalk.

Re: Intermittent broadband speed new router not solved problem

Mandisa-TT — Wed, 16 Jul 2025 10:25:10 GMT

I'll need you to perform some checks. Can you tell me what type of device you are using when you experience problems?

If the problem you're experiencing is affecting more than one device as you have mentioned, what's the main device you can use for testing with me now?

Re: Intermittent broadband speed new router not solved problem

garyp41 — Wed, 16 Jul 2025 10:27:58 GMT

Are you able to see the logs on the router which would hopefully show the issue. When it is working I am very pleased with the speeds and I am sure the average you are quoting is correct. I keep doing speed tests and this morning it dropped to approx 7.5 and a little later the speed test could not connect to the server

Re: Intermittent broadband speed new router not solved problem

garyp41 — Wed, 16 Jul 2025 10:29:21 GMT

It is a desktop PC using Windows 10

Re: Intermittent broadband speed new router not solved problem

Mandisa-TT — Wed, 16 Jul 2025 10:33:16 GMT

I will look into this for you, Are the devices you are experencing problems with connected to the Internet through WiFi or via an Ethernet connection, wired directly to your router or a combination of both?

Re: Intermittent broadband speed new router not solved problem

garyp41 — Wed, 16 Jul 2025 10:34:53 GMT

At present it is wifi connected but it can be hard wired. I have tested it for a couple of days hard wired and I still get the same problems

Re: Intermittent broadband speed new router not solved problem

Mandisa-TT — Wed, 16 Jul 2025 10:45:59 GMT

A live speed test shows latest WiFi speed to your router being 319.1 MB.

This is a good WiFi speed, above 9.1MB, so indicates there is currently no issue with the WiFi speeds right now. I have tested using your Desktop and it will be difficult to determine the issue if your internet is currently working fine, you did mentioned that your internet dropped this morning, would you say you are still experiencing the dropping connection at this very moment?