Broadand issues for older user

[Pedrow]

Good afternoon all,

I was up visiting my mother earlier and she said she was having problems with her PC and would I have a look at it again.

Once again she has the burling wheel and cannot get connected (she says she leaves it for 45 mins sometimes).

Being a typical pensioner she doesn't want any hassle but still pays for a service that is pants to say the least and has left me to deal with the intricate issues she doesn't understand (I have approval from TT to do this).

I've tried previously to do a speed test and she gets <3mb (yes that low) so I tried running the router (a different one) from the access point to the house in case it was the internal wiring (all hard wired due to the build of the house) and it made no difference.

TalkTalk say there is no problem although her landline which she also has drops out.

Any help here would be appreciated although it will be a distant fix for me as she doesn't live local to me.

[Debbie-TalkTalk]

Morning Pedrow

Thanks for your reply 🙂

I've just checked the connection stats and the line is showing in sync and connected for just over 1 day and 15hrs. So the connection does appear to be stable.

Please can you return the old router using the pre paid returns bag.

Thanks again.

Debbie

[Pedrow]

Good morning,

Router arrived earlier in the week and was connected in my absence.

I won’t know how the performance is until next Friday (a week today) when I visit on return from holiday, although it may be slightly better as I have received a response to an email I sent (as a test).

I also want to look at something else as there may be a degree of conflict with her cordless phone and the router as the light goes red when she’s on a call.

What happens to the old router should the connection improve

thanks for your help.

[Debbie-TalkTalk]

Hi Pedrow

Have you received the router?

[Debbie-TalkTalk]

Hi Pedrow

Thanks for your reply.

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

Let us know how the connection/speed compares with this router.

Thanks again.

Debbie

[Pedrow]

Please go ahead and I will let my mother know that one is being sent

[Debbie-TalkTalk]

Hi Pedrow

Ok are you happy for me to order a router today for testing?

[Pedrow]

Good morning

That may be an option as the router is older, an alternative was tried years ago but that made no difference.

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. Has an alternative router ever been tested? If not then I think we should send a replacement router for testing purposes to rule this out?

Thanks

Michelle

[Pedrow]

Apparently still no difference in the connection speed

[Debbie-TalkTalk]

Hi Pedrow

Thank you 🙂

I hope you have a lovely holiday and that the weather is good for you 🙂

[Pedrow]

It will be later today before PC is reconnected, I will advise on this once I get a response 

Thanks again

[Debbie-TalkTalk]

Hi Pedrow

Of course, we completely understand.

The sync speed has increased following the line optimisation so hopefully a new filter will resolve the phone issue.

[Pedrow]

I have asked her to change the micro filter and re connect the pc to see if there is any speed increase. I also suggested that she disconnect the handset on the line beside the pc to see if this makes any difference.

I would have done this myself but unfortunately we’re on holiday until the end of the month so request if you could bear with me as trying to get these changes done can be a task for an elderly parent (no disrespect to anyone with this comment)

[Michelle-TalkTalk]

Morning,

Thanks for the update. Is the router connected to the same socket as the phone? Does your mum have a different microfilter that she could test with please? As the line test is clear, I've optimised the connection now and the sync speed has increased.

Thanks

Michelle

[Pedrow]

Good morning from Tenerife
I contacted my mother yesterday and she advised that router was connected as requested although you were having issues syncing. One thing she has now mentioned is that when she uses the landline for phone calls the router drops out (red light) 🫤

[Michelle-TalkTalk]

Hi Pedrow,

How are you getting on?

Thanks

Michelle

[Pedrow]

I have asked her to check if the light is white, orange or flashing, it will be checked once she returns home

[Pedrow]

Router was powered up and connected via micro switch and still is

[Pedrow]

Not that I’m aware of, I will ask if it has been and let you know

[Debbie-TalkTalk]

Hi Pedrow

Thanks for your reply.

Has the router been powered down? It's not showing in sync at the moment?