Intermittent Connection issues

[Jolie1]

Hello,

apologies if this is repeated/in the wrong place.

I’m new here and will be the first to admit that I have no idea about internet lingo/technology, so please be mindful of this when offering any support if there is any.

I have recently (since late last year) been struggling with connection issues and slow loading speeds.

For the last 2 weeks (approx) I have had increased issues such as:

Netflix buffers every ~10 mins, other channels do not load at all. Internet searches and music on mobile phones are very slow if completed at all and laptops are almost unusable due to connection issues.

Meanwhile, tests to the line and speed test via talktalk account are reported to be fine.

I have:

Turned off/on and also reset the router, completely unplugged it, cleaned the sockets and moved the router higher up/facing more into the room.

the internet light on the router occasionally in recent days goes red which prompts another restart, but generally all looks to be well and all the connected devices show Wi-Fi bars yet super slow connection as described above.

i have been hotspoting from my mobile to be able to work from home to maintain some form of basic connection but cannot continue to ignore what is a big issue.

Are there any suggestions of how to resolve the issue?

*do I need to provide any further info?

My router is a DSL-3782 provided by talktalk 4 years ago.

thanks for any help!

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. Can I just check, are you using all the new cables that came with it?

Thanks

Michelle

[Jolie1]

Hello,

New router arrived today - thank you.

I have removed all of the old wiring/devices and plugged the new in and the hub cycles through flashing amber, flashing amber/white and then stays solid white for about 30 seconds before it goes back to flashing amber etc.

So far, this has gone on for about 30mins (sometimes not even 30 secs of solid white).

Is this part of the setting up, or is it indicating that there’s an issue with connection?

I appreciate it’s the weekend so this won’t be monitored until Monday. I might plug the old router back in for the weekend as at least there was intermittent connection with that.

Thanks for any help!

[Gliwmaeden2]

Great to see this all going so smoothly, @Jolie1. 😊

[Debbie-TalkTalk]

Hi @Jolie1 

Thank you 🙂

Debbie

[Jolie1]

That’s great, much appreciated @Debbie-TalkTalk and @Michelle-TalkTalk 

I’ll let you know how it goes, 🤞

[Debbie-TalkTalk]

Hi @Jolie1 

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

Let us know how the connection compares with this router.

Thanks

Debbie

[Jolie1]

That would be great - thanks Michelle!

[Michelle-TalkTalk]

Hello,

The line test is now clear. You can now re-connect the router. Would you like us to send a replacement router to see how this compares?

Thanks

Michelle

[Jolie1]

Just removed it, thanks

[Michelle-TalkTalk]

Hi,

Thanks for confirming. Would it be possible to remove the router from the line for 30 minutes so we can re-run the line test with no equipment connected please?

Michelle

[Jolie1]

Morning Michelle,

Yes, the router is still plugged into the test socket.

Thank you,

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. I've run a test on the line now which has detected a potential fault towards the property. Is the router still connected to the test socket at the moment please?

Thanks

Michelle

[Jolie1]

Thanks for your prompt reply @Gliwmaeden2 

after a quick google (I did say I was lacking in tech lingo!), I’ve discovered that I do indeed have a test socket within the master and have now plugged it in there.

i don’t have a landline connected, so can’t answer regarding crackling.

I’m on a Fast broadband plan.

I’ve been conscious to limit (whilst noticing these issues at least) the number of devices connected at one time - 1.5 person household - to see if it was too much connected causing issues, but even a single device is evidently too much 😔

Thanks for the tip regarding profile - I saw this on another thread so have input all that should be required.

thanks again!

[Gliwmaeden2]

Does the mastersocket have a test socket, @Jolie1?

See:

https://community.talktalk.co.uk/t5/Articles/Your-guide-to-main-phone-sockets/ta-p/2205432

It often helps if you can leave the router plugged in there till staff have a chance to run tests. - That helps eliminate internal wiring problems. 

Another question would be whether you hear crackling on your phone line?

What package are you actually on?

It may just be that you need a new router, but staff may want you to answer the above first.

And thanks for starting your own thread. You did exactly the right thing. 😊

You just need to make sure that your profile information is complete for staff to identify your account. Go via your avatar; settings; add your Talktalk phone number or account number in Personal Information. Scroll down further to find the SAVE CHANGES button. 

Staff reply during the day, Monday to Friday.