Broadband Dropouts

[opticfibre]

I'm hoping to get some thoughts or suggestions on my problem.  I've been with TT for 20 years or so, and have regularly upgraded my broadband service and equipment, currently on their 70 Mbps package using a Sagemcom Fast 5364.   

My problem is intermittent broadband dropouts, full or partial, any time of the day, which has been ongoing for 12 to 18 months or more.  The symptoms are frequent poor or no wifi connection on our mobile phones and laptops in the house together with streaming problems on our smart TV (eg BBC I-Player).  Important to note that the TV is connected to the router via an Ethernet cable.  I live in a smallish 4-bed detached house, standard construction, about 40 years old.    I've been in communication with the TT technical service countless times to no avail.  About 6 weeks ago they suggested and supplied a Sagemcom Wifi Extender, which I installed half way between my router and the living room.  It's supposed to show  White-Green-White lights, but half the time it's White-Red-Green or just White-Red.

More recently TT said they would send a TT Engineer round; he came, looked at my setup, switched his laptop on and within 10 minutes said there was nothing wrong with the house equipment, the problem was categorically at the nearby street BT Cabinet.  He said he'd contact them and they should respond within 72 hours.  Needless to say, they didn't. 

A week later I rang TT technical help again, who didn't seem to know a TT Engineer had been to the house (not too sure if they did or didn't).  They then, to my astonishment asked me to wait while they did more tests, after which they said they would send a BT Engineer round, but only if I agreed to a £65 payment if the fault was not BT's!!  The BT Engineer came to the house today, did some tests, etc, and said the TT Engineer didn't know what he was talking about, and the fault was definitely NOT with their lines or Cabinet !!

I'm at a complete loss to know where to go now, when faced with such conflicting information.  I'm not at all confident TT are going to resolve this matter.

[opticfibre]

Hi, I think it's important to focus on the non - Wifi aspect of my problem.  As I said initially, there is a streaming problem which shows up when we use BBC I-Player on the TV - which is connected to the Router by an ethernet cable, NOT Wifi.

[Michelle-TalkTalk]

Morning,

Ok, would you like us to try switching off the wifi optimisation so you can choose the best wifi channel to see how the connection compares?

Thanks

[opticfibre]

Hi, see above response to Michelle.

[opticfibre]

Hi, it's very difficult to say exactly when the dropouts occur, because they are intermittent and not 100% .  Using my mobile phone information as an example in "settings", then "wifi networks" and selecting Talktalk from the list  it shows a range of signal strengths from "not connected", to "fair", "good" and "excellent".  As a write this I am 60cm away from my router and my phone shows a signal strength of only  "good".

I would say that in general the router does not change from solid white to orange.  However, as I explained above, the new wifi extender, which is only about 7 metres from the router, shows white-red-white many times.

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. I've run a test on the line now which hasn't detected a fault and the connection looks stable. Can I just confirm, when did the connection last drop? Did you notice if any of the lights change on the router when this happens?

Thanks

[Skynet_TX]

Hi @opticfibre,

What does the LED on the router do when you have these issues, does it always remain solid white, or does it flash amber/white.

The support team here will be back tomorrow and will be able to help further.