Broadband issues

[PoppyRossi]

Hello,

I am having problems with my broadband connection.  I have to endure regular outages and often slow performance.  I thought Faster Fibre would have improved my connection but this is not the case.  The lights on my router flicker constantly.     Help please.

[Karl-TalkTalk]

Hi

did you factory reset the adapters, or try pairing them in a double socket side by side, then putting back in their respective sockets ?

Karl.

[PoppyRossi]

Hi Debbie,

I have received the new router and set it up as shown in the instructions.  My internet is fine - on home phone, mobile and computer but I am unable to get the TV to work - the 'home' icon on the adapter is not lit.  I have tried a factory reset and switched off etc but it seems my TV box won't connect to the internet.  I have not changed anything with the box set -up/wiring of the TV box in situ.  I have done a speed check and this seems very slow - see attached. Help please.

[Michelle-TalkTalk]

Morning,

Great thank you 🙂

Thanks

[PoppyRossi]

Many thanks Debbie - will let you know how things go.

Kind regards,

Poppy

[Debbie-TalkTalk]

Hi Poppy

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

Let us know how the connection compares with this router.

Thanks

Debbie

[PoppyRossi]

Thanks Michelle,

I would be happy to try out a new router if you think it may help.

I was surprised when you said the connection seemed stable for 4 days as I'm sure it was only 3 days ago that I had to give up on trying to watch a programme on Catch-up due to the failed connection.

Here's hoping for a solution with the router.

Thanks and kind regards,

Poppy

[Michelle-TalkTalk]

Morning,

I'm sorry for the delay. The connection now looks stable for 4 days. The HG633 is one of our older routers. Would you like us to send a replacement router for testing purposes first to see how this compares?

Thanks

[PoppyRossi]

Many thanks for your help Keith,

Kind regards,

Poppy

[PoppyRossi]

Many thanks for your help Keith,

Kind regards,

Poppy

[KeithFrench]

Hi @PoppyRossi 

With the HG633 providing that the broadband light is permanently green & the Internet light does not go red, then the other lights flashing green indicate data activity.

Once the line fault has been rectified, if that does not solve the issue, your router is no longer supported and with your problems affecting both wired & wireless connections, I think it should be replaced.

[PoppyRossi]

Hi Chris, Yes, wired and wireless connections drop..  The outages are sometimes short and reconnect quite quickly but other times I have to give up - e.g. watching catch-up TV.  When watching ITV on catch-up, the programmes stall after each ad break and I have to use the control to activate them again.  However, I think this could be a problem with the TV box rather than broadband connection.  Should the lights on my router flash constantly as they do?

[Chris-TalkTalk]

Hi Poppy,

The line test is only showing the odd disconnection. Are both wired and wireless devices affected when the connection appears to drop?

Chris

[PoppyRossi]

Thanks Michelle,  the sound is not always good but it is not as big a problem as the constant outages.

Also, not sure if this is just my equipment but, when trying to watch some Channel 4 programmes I get a message telling me there is an error.

[PoppyRossi]

My model is indeed Huawei 633.  The sound is not always good but the main problem is the constant outages ... trying to watch a TV programme on catch-up is often soul-destroying with all the connection breaks.

[PoppyRossi]

Hi Keith, it is indeed model HG633.  The sound on the phone is not always good but the main problem is constantly losing connection - trying to watch a TV programme on catch-up is often soul-destroying with the many outages.

[KeithFrench]

Hi @PoppyRossi 

If you look at the label on the rear, it is probably an HG633 router. Still, it sounds like there might be a line fault from the diagnosis done by @Michelle-TalkTalk.

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. I've run a test on the line now which has detected a potential voice fault. Are you experiencing any issues with the voice service such as noise on the line or no dial tone?

Thanks

[PoppyRossi]

Hi

My router is a Huawei - Hardware version H1.01

The flashing lights are Internet, Wireless, Ethernet and TV.

I have switched everything off several times but the problem continues.

Thanks in anticipation

Poppy

[KeithFrench]

Hi @PoppyRossi 

Which make/model of router do you have & what exact lights are flickering & which ones are on or off permanently?