topic Re: Problems with service in Fibre

Problems with service

Kestrel10 — Tue, 25 Feb 2025 20:16:08 GMT

I am having real issues with the reliability of my TalkTalk service. I have rebooted the router, but this has not helped. Loading webpages takes an age and when trying to stream video content this is nearly impossible, as it stops and starts during playback. I never used to have this problem.

A line check has been run and everything is meant to be OK.

Trying to download a small file takes a long time too.

Not sure if the router is running the latest firmware or if it requires changing.

Please advise.

Re: Problems with service

ferguson — Tue, 25 Feb 2025 20:19:15 GMT

If you would like the support team to look into this for you make sure that your personal details including TalkTalk phone number or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond.

Re: Problems with service

Kestrel10 — Tue, 25 Feb 2025 20:31:24 GMT

Thank you. I have now updated my profile.

Re: Problems with service

Debbie-TalkTalk — Wed, 26 Feb 2025 07:14:19 GMT

Hi @Kestrel10

The line tests are clear but I can see that you are using one of our older routers. Are you happy for me to send a replacement router?

Thanks

Debbie

Re: Problems with service

Kestrel10 — Wed, 26 Feb 2025 10:30:26 GMT

Hi Debbie,

It would be great if you could send me a new router.

Hopefully this will sort out my issues.

Many thanks

Kestrel10

Re: Problems with service

Debbie-TalkTalk — Wed, 26 Feb 2025 10:47:51 GMT

Hi @Kestrel10

Thanks for your reply 🙂

The router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with the new router.

Debbie

Re: Problems with service

Kestrel10 — Wed, 26 Feb 2025 11:14:45 GMT

Hi Debbie,

That's fantastic.

I will update once I have tested the replacement router.

Regards

KESTREL10

Re: Problems with service

Debbie-TalkTalk — Wed, 26 Feb 2025 11:24:16 GMT

Hi @Kestrel10

Thank you 🙂

Debbie

Re: Problems with service

Kestrel10 — Mon, 03 Mar 2025 10:37:58 GMT

Hi Debbie,

Many thanks for sending the new router. It arrived on Friday and I set it up Saturday. Once I got all my devices connected up and tested the connection it appears to be back to how it should be.

I will package up the old router and return it this week.

Many thanks for your support and help with this issue.

Kind regards

kestrel10

Re: Problems with service

Debbie-TalkTalk — Mon, 03 Mar 2025 10:42:54 GMT

Hi @Kestrel10

That's great news, thanks for letting me know 🙂

Debbie