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Broadband isses

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11 REPLIES
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Jo Horsfall
Chatterbox

I hope someone can help, I have been a talk talk broadband customer for many years with no problems but in the last few weeks I have been having issues with my internet connection, it drops out every 3 - 4 minutes, if I am really lucky I might get an hour out of it. These are the things I have done so far, rebooted the modem, unplugged everything, replaced the cable & replaced the filter, talk talk have completed some tests & informed me everything should be ok now but it's not. I don't have a test socket on my master socket so can't test that, the only thing I haven't tried is replacing the modem, will talk talk send me a new one? Has anyone any other suggestions as it is driving me crazy.

KeithFrench
Community Star

If your router is the HG633 & running firmware V1.20, that has stability issues affecting certain line types (easy for an OCE to fix).

 

In case it is a different router, or not the same situation, please can you tell me the exact status of the lights on the front of the router when this happens?

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please mark it as the Best Answer.
OCE's and Community Stars - Who are they? 

Jo Horsfall
Chatterbox

Hi Keith

Apologies if this reply has been repeated the internet connection is so bad I am not getting to the end of a reply before it drops out & I have to wait to get a stable connection before submitting :(. I have a sky modem & the lights are showing as a stable yellow light for wireless but the internet light goes from stable yellow to off, to flickering orange, to flickering yellow to stable yellow this is happening continually, I am now only getting between 30 seconds to 10 mins connection at a time.

KeithFrench
Community Star

Hi Jo,

 

No problem, but as this is a Sky modem, I don't know what the internet light is signifying, please can you check your documentation & advise? Does it have a broadband or DSL light & if so what is that indicating?

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please mark it as the Best Answer.
OCE's and Community Stars - Who are they? 

Jo Horsfall
Chatterbox

Thanks Keith, I struggled to reply due to the broadband issue. An engineer came out & sorted the problem. Unfortunately the problem is starting again, this is with a new router (configured by the engineer), new cable & filter. Very frustrating

KeithFrench
Community Star

Hi @Jo Horsfall

 

Which router do you now have & what are the lights showing when this happens.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please mark it as the Best Answer.
OCE's and Community Stars - Who are they? 

Jo Horsfall
Chatterbox

Hi Keith, I was using a TP link router (this is new & was configured by the engineer), I spoke to customer services & I have now had to use the Talk Talk router. I think the automated service keeps putting me back on a GM????? line instead of ADSL plus 2 which the TP link router was set up for (but I may be wrong) customer services couldn't tell me which line type I had. If this is the case I think I will have to stick with the Talk Talk router as I cannot be bothered to call them every time the broadband drops out. Thanks for your help though

KeithFrench
Community Star

Hi Jo,

 

There should be no problem using the TP-Link router, but it might be best to use the TT one until the problem is resolved.

 

The line type of ADSL 1, 2 or 2+ is determined by the distance from the exchange & quality of the line. The DLM or SDLM - the newer management system (Strategic Dynamic Line Management) controls the IP profile that the line will use. It is this profile that determines what line type you end up with, based on the highest possible speed your line will take, balanced against stability (too fast & the line might drop out). If SDLM or DLM see errors on the line it reduces your speed by changing the profile to give you stability.

 

There is also a problem with the HG633 router (I am guessing this is the TT one you have), when running firmware V1.20 or above currently on ADSL 1 lines (G.DMT), the broadband link is very unstable. The fix for this is to put the line on an ADSL 2 IP filter, it does not improve speed but gives stability.

 

I think the best thing at the moment is for me to pass this now for you to one of TalkTalk's OCEs to pick your thread up and they will sort it for you.

The forum is not real time 24/7 support, so depending on how busy they are & how many are working at any one time, this can take 24 - 48 hrs. The posts are responded to in time/date order, oldest first. So the fewer entries you make on your thread now, the sooner they will pick it up.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TT will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please mark it as the Best Answer.
OCE's and Community Stars - Who are they? 

Jo Horsfall
Chatterbox
Many thanks Keith, I've updated my personal profile.
Community Team

Hi Jo Horsfall

 

The line tests are detecting a possible landline fault. Are you experiencing any faults with the landline service when making calls?

 

Thanks

 

Debbie

Jo Horsfall
Chatterbox

Hi Debbie, I tried to e mail you yesterday but not sure if you got it. I have an engineer coming round tomorrow as the problem is getting worse, I am only getting about 30 seconds to a minute internet connection. I have a slight crackle on my phone line but I don't use it very much so not sure how long this has been going on. This is the first time the fault has been detected. This reply may take a while to send as I have to time it just right

Community Team

Hi Jo

 

I can see that a BrightSparks engineer visit has been arranged. Please let us know how you get on following this visit.

 

Thanks

 

Debbie