Intermittent broadband speed new router not solved problem

[garyp41]

Approximately 2-3 months ago I started getting slow internet and sometimes it stopped. After  a short time it went back to normal again. I went through the system and in the end it was diagnosed as a router problem so you replaced the router, but it is still happening. It may not happen for a few hours but then it starts again. I have gone through all the checks, disconnecting any other devices, restarting router etc but it does not stop the problem. A friend who is experienced with comms explained that I should look at the router logs but it seems that at my end I cannot look at the logs, it must be restricted to Talk Talk. He is also said there was some noise on the line, not something that I had noticed. When working correctly the speed test comes in at between 12 & 14, sometimes (like this morning) it dropped to 7 and can go down to between 1 & 2. When it stops completely the speed check service cannot connect to the server. As I said this is an intermittent problem, Can you advise what I should do next to resolve the issue?

[garyp41]

Sorry for delay I had to pop out quickly as I thought we had finished. I have tested Internet and working fine. I will continue to monitor it. Thanks

[Mandisa-TT]

We've completed some checks on your router ensuring it's fully up-to-date and connected correctly. Best recommendation is to monitor your connection to see if the issues are resolved. 
 

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 application you were experiencing problems with, or trying to search for something on the Internet.

[Mandisa-TT]

We've performed an initial check for sync and the router isn't yet in sync. We'll run another check for Sync again after a further pause; this is to ensure we don't send an incorrect treatment due to not waiting long enough to check sync.

If the service is still not in sync after this check diagnostics will continue.

[Mandisa-TT]

The router has been factory reset successfully. I'll just need to wait a minute while the router attempts to reconnect to the Internet.

[Mandisa-TT]

A factory reset is required on your router which will restore the router to it's original settings, including the Wi-Fi Network name (SSID) and password.

If the password has been changed, please refer to the one on the stickers attached to your router to find the original password.

Once the dropping internet connection issue is resolved, I can assist you in reconnecting to the network.

I'll need to reset your router to defaults. This ensures it is set to it's factory settings and can resolve the dropping connection issue if a temporary problem has occurred on the router. If I'm unable to do this removety I'll need your help to complete this.

[garyp41]

The connection to the speed test has just failed to connect to the server

[Mandisa-TT]

Yes, I have verified that your speed is good on my end as well. To help us identify any issues, please reach out to us when you are experiencing a problem.

[garyp41]

I have just carried out a couple of speed tests and both are above 14 which is excellent

[garyp41]

Difficult to say but I think I have just had a blip as I could not access your message immediately

[Mandisa-TT]

A live speed test shows latest WiFi speed to your router being 319.1 MB.

This is a good WiFi speed, above 9.1MB, so indicates there is currently no issue with the WiFi speeds right now. I have tested using your Desktop and it will be difficult to determine the issue if your internet is currently working fine, you did mentioned that your internet dropped this morning, would you say you are still experiencing the dropping connection at this very moment? 

[garyp41]

At present it is wifi connected but it can be hard wired. I have tested it for a couple of days hard wired and I still get the same problems

[Mandisa-TT]

I will look into this for you, Are the devices you are experencing problems with connected to the Internet through WiFi or via an Ethernet connection, wired directly to your router or a combination of both?

[garyp41]

It is  a desktop PC using Windows 10

[garyp41]

Are you able to see the logs on the router which would hopefully show the issue. When it is working I am very pleased with the speeds and I am sure the average you are quoting is correct. I keep doing speed tests and this morning it dropped to approx 7.5 and a little later the speed test could not connect to the server

[Mandisa-TT]

I'll need you to perform some checks. Can you tell me what type of device you are using when you experience problems?

If the problem you're experiencing is affecting more than one device as you have mentioned, what's the main device you can use for testing with me now?

[Mandisa-TT]

The average download speed tested from your router over the past 7 days has been 13.57 MB.

The latest download speed tested from the router was 14.95 MB.

It has remained consistently above the minimum guaranteed speed of 9.1 MB, so there are no issues with the speed between the router and TalkTalk.

[Mandisa-TT]

I understand, I'm now checking the current speed between the TalkTalk router and the Internet. This should take just under a minute and then I'll continue with further checks.

[garyp41]

It occurs everywhere and can affect multiple devices. AS I said I experience the problems more with the desktop as this is used most o0f the time and this sits by the router and does not matter if it is wifi or hardwire connected, so I assume it is broadband

[Mandisa-TT]

I need to establish if the problem is a general WiFi or Broadband issue, or if it's potentially a coverage issue. If the problem only occurs in places that may be further from the router, or are blocked by walls, doors or windows, then it's likely the issue is related to the WiFi signal not being strong enough where you experience the problem.

1) Issue occurs everywhere
2) Issue only occurs in one or some locations
3) Issue is not with WiFi
4) Issue is with a single device

[garyp41]

I have get the same problem when I hardwire the router to the desktop