topic Re: "We've run into a problem" in Fibre

"We've run into a problem"

hawaye — Mon, 18 Mar 2024 09:55:26 GMT

I need your help again, please.

I'd like to be able to check speeds on both lines registered to this account. While I can, usually, on my Windows 10 laptop, unfortunately I can't on my mobile. The message saying that the process sould take no longer than 2 minutes appears for a while, then I see "We've run into a problem". This happens on both numbers. Version 8.5.0 running in Chrome on Android 14.

Also, the guaranteed speeds are different, 43 Mbps at one address and 50 Mbps at the other. The addresses are in houses next to one another.

Re: "We've run into a problem"

Debbie-TalkTalk — Mon, 18 Mar 2024 10:18:47 GMT

Hi hawaye

The sync speed for the 1st telephone number in your Community Profile is 57.7mb. No faults on line test.

The sync speed for the 2nd telephone number in your Community Profile is 68.9mb. No faults on the line test.

Thanks

Re: "We've run into a problem"

Debbie-TalkTalk — Tue, 19 Mar 2024 09:07:43 GMT

Hi hawaye

Do you need any further help with this?

Re: "We've run into a problem"

hawaye — Tue, 19 Mar 2024 12:04:11 GMT

Thanks for the speed report yesterday Debbie. Yes, I believe I do need more help. This morning I'm getting the problem message on the mobile and the laptop on both numbers. I'd like to be able to check speeds without your kind assistance.

I use Fast.com when Talktalk doesn't work but I know from past experience the help chat people won't accept any other speed check than Talktalk's own.

Re: "We've run into a problem"

Debbie-TalkTalk — Tue, 19 Mar 2024 12:07:37 GMT

Hi hawaye

If you run a wired speed test using our speed tester what speed do you receive?

Re: "We've run into a problem"

hawaye — Tue, 19 Mar 2024 23:12:47 GMT

Sorry Debbie, I can't have made it clear. Your speed tester doesn't work for me. Tonight, wired or wi-fi, laptop or mobile, first or second number, click on My Connection, Run a speed test, see the blue progress bar maybe 3/4 to the end and then I get the message, "We've run into a problem".

Re: "We've run into a problem"

ferguson — Tue, 19 Mar 2024 23:22:43 GMT

Sometimes it doesn't work via My Account. Try this, it's an alternative route to exactly the same tester:

https://www.supportal-test.co.uk/

Re: "We've run into a problem"

Anonymous — Wed, 20 Mar 2024 07:10:46 GMT

Morning,

Apologies for the confusion. Does this also happen if you try a different browser? If this is still happening then we can ask our My Connection Team to take a look.

Thanks

Michelle

Re: "We've run into a problem"

hawaye — Wed, 20 Mar 2024 07:24:22 GMT

Thanks Ferguson.

Your link goes to something that looks like the Ookla tester that TalkTalk used to use before the current tester version. But, unfortunately, it doesn't allow entry of a phone number for checking a second line remotely.

Re: "We've run into a problem"

hawaye — Wed, 20 Mar 2024 08:04:28 GMT

I use Edge on the laptop and Chrome on the phone. It happens on both. It has worked on Edge, several days ago, but it has never worked on Chrome. I can try other browsers on request.

Re: "We've run into a problem"

Chris-TalkTalk — Wed, 20 Mar 2024 08:48:03 GMT

Hi hawaye,

Can you switch the router off and leave it off for at least 30 minutes, then switch back on and retest. Please let us know if this resolves the problem.

Chris

Re: "We've run into a problem"

hawaye — Wed, 20 Mar 2024 13:13:12 GMT

First test; got speed readings from second number on laptop and mobile; first number failed on laptop and mobile with error message.

Second test; first and second numbers fail on laptop and mobile with error message.

No incentive to do a third test ...

Re: "We've run into a problem"

Chris-TalkTalk — Wed, 20 Mar 2024 14:02:25 GMT

OK thanks for trying. What is the error message?

Chris

Re: "We've run into a problem"

hawaye — Wed, 20 Mar 2024 18:21:08 GMT

We've run into a problem

Sorry, we're working hard to resolve this issue

Please try again later

Re: "We've run into a problem"

Chris-TalkTalk — Thu, 21 Mar 2024 08:10:12 GMT

Thanks. I can see from your earlier post that you've tried this link - Internet Speed Test (supportal-test.co.uk) - could you just let me know exactly what happens when you use the link

Chris

Re: "We've run into a problem"

hawaye — Thu, 21 Mar 2024 08:31:56 GMT

Hi Chris. When using your link I get a "speedometer" reading of download speed, then upload speed. Then it finishes by asking for the landline number. I'd attach a screenshot but .jpg isn't an accepted format here.

Re: "We've run into a problem"

Chris-TalkTalk — Thu, 21 Mar 2024 08:37:53 GMT

Thanks. You should be able to attach a jpeg, are you using the camera icon?

Chris

Re: "We've run into a problem"

hawaye — Thu, 21 Mar 2024 08:52:41 GMT

Re: "We've run into a problem"

Chris-TalkTalk — Thu, 21 Mar 2024 08:54:52 GMT

Thanks. What happens when you enter the telephone number?

Chris

Re: "We've run into a problem"

hawaye — Thu, 21 Mar 2024 08:59:34 GMT