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 really glad to hear that 🙂

Thanks

Michelle

[Jolie1]

Thanks @Michelle-TalkTalk 

I’ll post the old back.

The help has been much appreciated - I’m very happy that all seems well again 😊

[Michelle-TalkTalk]

Morning,

I'm glad to hear this. Yes it's fine to keep the new router and return the older router please.

Thanks

Michelle

[Jolie1]

Hello,

The engineer has just left and all seems to be working now - he reported corrosion of wires underground and has swapped some lines to get me connected properly again.

The new router is currently plugged in, am I ok to keep this and return the older model, or do I need to return the new one?

Thanks for your help!

[Debbie-TalkTalk]

Hi @Jolie1 

You're welcome 🙂

Debbie

[Jolie1]

Fab, thanks for your help @Debbie-TalkTalk 

[Debbie-TalkTalk]

Hi @Jolie1 

Thanks for your reply.

I've arranged the engineer visit for 13/02 PM (1pm -6pm)

Please let us know how you get on following this visit.

Debbie

[Jolie1]

Thanks @Debbie-TalkTalk 

I confirm I’ve read charges information.

Please can it be noted that PM is more preferable for an engineer to visit.

If I could extend that to Thursday this week (13th) onwards, that would be ideal.

Thanks for your help,

[Debbie-TalkTalk]

Thanks @Jolie1 

The same fault is detected with the old router and new router at the test socket.

I think we should arrange an Openreach engineer visit.

Please can you provide your availability for this visit AM and PM?

Can you also confirm potential Engineer charges

[Jolie1]

The old router in the test socket is just loading up 👌

thanks @Debbie-TalkTalk 

[Debbie-TalkTalk]

Hi @Jolie1 

The fault has been detected again, I'm really sorry about this.

Could you connect the old router again at the test socket? If the same fault is detected then we will need to arrange an engineer visit.

Thanks again.

[Jolie1]

Just connected the new router and sundries into the test socket.

[Debbie-TalkTalk]

Hi @Jolie1 

The line test is now clear. Could you reconnect the new router and filter again for me?

[Debbie-TalkTalk]

Thank you @Jolie1 

I will run the test now 🙂

[Jolie1]

*unsure if this message posted, so resubmitting

No worries - I am doing that now for you to run another test without anything (inc the face plate) connected.

thanks!

[Debbie-TalkTalk]

Hi @Jolie1 

The same fault has been detected.

Would there be a convenient time today when you could remove everything from the line (leaving face plate off) and removing the router and filter, so I can run one more line test with everything removed?

[Debbie-TalkTalk]

Thanks for your reply @Jolie1 

I will run another test now and I will post back shortly.

[Jolie1]

Hi @Debbie-TalkTalk 

It wasn’t in the test socket when you messaged, but it is now - is there any difference?

I also still have the old router plugged in so I can work today.

let me know if the new one needs to be plugged back in and I’ll try to navigate this! 😬

thanks,

[Debbie-TalkTalk]

Hi @Jolie1 

The line test is showing a fault towards the property. Is the router connected at the test socket at the moment?

[Jolie1]

Morning Michelle,

I am using all of the new cables, including the enclosed micro filter.

i tried the new router again last night (following using the old for internet connection over the weekend as per my last message) 

It flashes amber fast for 30secs, then slow amber for approx 1min before amber/white - solid white for 5 secs and then cycles through again however never returns to solid white.

thanks,