Broadband (ethernet/ADSL & wifi) keeps dropping out

[Hotblack1]

I normally connect to my router via ethernet cable then another cable direct to my phone line via a filter. For about a week my internet connection has been very intermittant/slow and I've tried changing cables etc. but the problem continues. The issue is the same if I use the WiFi connection.

My initial fault/service request (REP-16021258) noted an issue and it was corrected but the problem has returned. The connection failed during another service request so I don't know if it's being followed up (REP-16039372).

Help!

[Hotblack1]

No changes to equipment or wiring.

[Hotblack1]

You are wrong to state, "While you haven't reported a dropping connection issue" as I said in the 6th comment on this thread, "The connection might work for an hour or it might drop after just a minute or two. Very frustrating!"

For the last week the connection was dropping and was quite slow. The connection appears stable now i.e. it isn't dropping but it is slower than usual.

There have been no changes to the equipment or wiring.

Will this take much longer to resolve as I've spent the best part of two days communicating with you and my patience is wearing thin?

[mandisa1-TT]

Have there been any recent changes in your home that could have impacted your service?

For example - new or replacement equipment, building work on the premises or damage to any wiring in or around the home?

[mandisa1-TT]

I understand, however we will need to complete diagnostic checks to detect the fault and advise you on the best resolution to fix the fault. I can see you've had connection drops on the line - this will have impacted the devices you use, regardless of whether you use Wi-Fi or a cable to connect.

I need to complete some checks with you to identify and fix the cause - looking at your setup and equipment - as our testing shows no issue with equipment outside your home.

While you haven't reported a dropping connection issue it's possible this is causing the problem you've experienced - so I'll need to work on fixing this first. I can then check if it also solves the problem you've reported.

[Hotblack1]

Yes, the connection is no longer dropping but download speed has dropped from 67mbps to 50mbps (sometimes less). I've been a TalkTalk customer for years and usually the speed is fine but since last week there have been problems. I mentioned to your colleague earlier in the chat that a BT Outreach engineer told me today that TalkTalk routers currently have a known issue where they have a problem authenticating a connection - I don't know if my problems relate to that issue or not.

[mandisa1-TT]

Just to confirm the issue you are now experiencing is slow speeds?

[Hotblack1]

I've just run another speed test and the result is shown below - the download speed is 25% lower than it should be so I think there is either a problem with the line or the router.

[mandisa1-TT]

Can you check your TalkTalk Internet access for me now and let me know if it works? You can do this by trying to reload the site, or trying to search for something on the Internet.

[mandisa1-TT]

I am about to run a test that will look at the condition of your line. This test will identify any faults in the cables and associated equipment, between your home and the exchange, that could effect your service.

The result will allow us to determine if an engineer is required, or whether additional checks need to be completed with you.

 

[Hotblack1]

Now done. A speed test at Fast.com still shows the download speed as 50mbps rather than the 67mbps I was getting up until last week.

[siphosethu-TT]

Thank you. 

[Hotblack1]

Okay - will do it now and will reply again once done.

[siphosethu-TT]

Please use the steps provided below to reset your router and try connecting again. Thanks

Restore your router to factory settings

[Hotblack1]

Ok.

[siphosethu-TT]

Will run checks on that and hopefully by the time we finish, get a resolution you'll be happy about. Thanks

[Hotblack1]

Okay. For info, I've just used Fast.com to test the speed and it is 50mbps - up until last week I was getting 65 or 67mbps.

[siphosethu-TT]

Before we send out anything we need to go through diagnostics, or an engineer needs to leave note on the account which in this case, not provided. Thanks

[siphosethu-TT]

Thank you for informing me however, will have to run checks as I'm unable to send out a new router. Thanks

[Hotblack1]

I've just spoken to a BT Openreach engineer who was working nearby and he told me there is a known issue with TalkTalk routers at the moment and they have a problem authenticating a connection. He suggested I ask you to send out a new router - can you arrange that?

[siphosethu-TT]

I'm currently running a line test, as soon as I get the results will continue okay. Thanks