topic Re: Difficulties so far in Fibre

Difficulties so far

adamsg1992 — Mon, 27 May 2024 08:03:02 GMT

Fairly new TalkTalk customer. Service went live on 25th April 2024. Fibre 150 package. Router is Sagemcom-FAST5464. Previously with BT in this house for the last 2 years. Had absolutely none of the issues we're facing now.

Issue 1: (Probably the most minor issue) - we're not hitting 150 mbps download and 30mbps upload speeds. Rather we're only getting around 120mbps download speeds and 23mbps upload speeds. Still quite good I know. Like I said, probably the most minor issue and probably not really an issue if not for the below;

Issue 2: Regular dropping. I cannot count how many times per day I am losing my connection to wi-fi on televisions and phones (although, ironically, this doesn't really seem to be happening on my MacBook). This happens across all floors of the house, including the floor where the router is actually situated. It's a significant problem;

Issue 3: Coverage. We live in a house with 3 floors. Previously our wi-fi had covered the whole house and garden without issue. We'd never needed an extender. That's not happening now unfortunately. No coverage in the garden whatsoever. Very spotty connection on the top floor. I have tried putting in wi-fi extenders but they've not really resolved the problem. I'm not the most tech savvy so the extender I have used may not necessarily have been appropriate in any event;

Any help would be greatly appreciated.

Thanks,

Adam

Re: Difficulties so far

Chris-TalkTalk — Tue, 28 May 2024 08:19:43 GMT

Hi Adam,

Welcome to the Community

Can you please update your community profile to include your:

Name
Telephone number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Chris

Re: Difficulties so far

adamsg1992 — Tue, 28 May 2024 15:07:21 GMT

Thanks Chris - updated now

Re: Difficulties so far

Chris-TalkTalk — Wed, 29 May 2024 07:36:26 GMT

OK thanks. Line test is passing, router is in sync at 160Mbps. Do you have any devices connected by Ethernet cable? If you do, do they also lose connection?

Chris

Re: Difficulties so far

adamsg1992 — Wed, 29 May 2024 08:47:40 GMT

Thanks Chris.

No devices connected by Ethernet cable.

Re: Difficulties so far

Chris-TalkTalk — Wed, 29 May 2024 08:57:20 GMT

OK, have you noticed if the light changes on the modem when the connection drops?

Chris

Re: Difficulties so far

adamsg1992 — Wed, 29 May 2024 09:29:30 GMT

I’ve checked the router when the connection drops and it doesn’t appear any different. No change in light colour. No flashing lights

Re: Difficulties so far

Chris-TalkTalk — Wed, 29 May 2024 10:02:19 GMT

Thanks, have you noticed if the lights change on the modem?

Chris

Re: Difficulties so far

adamsg1992 — Wed, 29 May 2024 12:34:36 GMT

No changes to the lights on the modem.

Re: Difficulties so far

Chris-TalkTalk — Wed, 29 May 2024 12:38:34 GMT

OK thanks Adam, Could you switch the modem and router off for at least 30 minutes then switch back on and retest

Thanks

Chris

Re: Difficulties so far

adamsg1992 — Sat, 01 Jun 2024 08:18:03 GMT

Hi Chris. I did this yesterday. I still noticed drops last night - TV disconnecting on multiple occasions. I also noticed that, in fact, my MacBook is starting to drop as well - had a horrendous time yesterday on some video calls for work. This is becoming a problem which I never experienced with my previous provider and I really cannot understand it at all.

Re: Difficulties so far

Chris-TalkTalk — Mon, 03 Jun 2024 06:32:10 GMT

Hi adamsg1992,

If the lights aren't changing on the modem or router then it could be a wifi connectivity issues and potentially a fault with the router. Would you like me to send another router to test with?

Chris

Re: Difficulties so far

adamsg1992 — Mon, 03 Jun 2024 07:13:13 GMT

Hi Chris,

Yes thanks - that would be helpful.

Re: Difficulties so far

Chris-TalkTalk — Mon, 03 Jun 2024 07:14:34 GMT

OK, I'll order it now, it should be with you within a couple of working days

Thanks

Chris

Re: Difficulties so far

adamsg1992 — Thu, 06 Jun 2024 18:19:44 GMT

Hi Chris,

The new router arrived yesterday.

We've still experienced drops today. TVs disconnecting and laptops disconnecting in the middle of MS Teams calls.

This is causing significant issues on a daily basis now. I'm not an expert and I can't diagnose what's wrong.

Gonna need some proper recourse here.

Thanks,

Adam

Re: Difficulties so far

Debbie-TalkTalk — Fri, 07 Jun 2024 05:32:23 GMT

Hi Adam

Is your router currently switched off?

Re: Difficulties so far

adamsg1992 — Fri, 07 Jun 2024 06:16:46 GMT

No it's not switched off?

Re: Difficulties so far

Debbie-TalkTalk — Fri, 07 Jun 2024 06:25:51 GMT

Hi Adam

Apologies, I can't connect to your router but the line is showing in sync now.

Would it be possible to try a wired device to see if this is also dropping out?

Where is the router located? Is it close to any other devices that could be causing interference?

Re: Difficulties so far

adamsg1992 — Fri, 07 Jun 2024 06:34:48 GMT

There's a hive that's wired. As far as I can tell that device has not been dropping out.

The router is downstairs in the hallway. It's elevated. It's in the exact same location that I had my previous BT router in for 2 years without issue.

I'm struggling to see why there'd now be interference when there hasn't been any for 2 years when we were with BT.

It's clearly not the router as we've tried 2 different TalkTalk routers.

There must be some issue with the line surely? I need this sorting asap as it's impacting on mine and my wife's work (putting aside how frustrating it is generally).

Thanks,

Adam

Re: Difficulties so far

Debbie-TalkTalk — Fri, 07 Jun 2024 06:58:35 GMT

Hi Adam

Thanks for your reply.

I've asked our Devices Team to take a look at this and I will post back as soon as I have further information.

Debbie