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]

No that has not solved the problem I was just telling you that at this moment in time there is no problem. The problem still exists and is intermittent I do not know when it is going to happen and for how long it will happen. On Tuesday morning (as I told you when I contacted you yesterday) it lasted for at least 30 minutes, other times it has been shorter. It may happen more frequently, I do not know as I only use the computer when I need too and on Tuesday morning I had a needed fast access which I did not have. As I have asked before surely you can see the error logs on the router from your end.

I need to resolve this issue I do not want to have to keep coming back when it happens again when I am trying to do something important.

[nambuso-TT]

No problem thank you very much for letting us know, should you require further assistance, please do not hesitate to contact us. Thank you for contacting TalkTalk. Have yourself a lovely day.

Goodbye!👋

[garyp41]

I have just run the independant speed test checker and it is running at 13.3 which is excellent, so no problem at this moment

[garyp41]

Yes I am at home and available to run tests

[nambuso-TT]

Hi  there @garyp41 thank you for letting us know I will run the tests with you to determine the cause of the issue. Please confirm if you are still messaging us from home where the TalkTalk services are installed. Thanks

[garyp41]

When I ran this I was not logged onto my account, it would have recognised my telephone number to check it but would this have stop it being recorded on my accou8nt?

[garyp41]

I thought I would check the my connection in My account to see if I recognised it and so I ran it. It was exactly like I saw this morning so I can confirm I did run it and it came up with the same again (as below), but this was run at a time when it was running normally, else I could not run it as the broadband was either too slow or down.

Good news—you've got a healthy broadband connection

[garyp41]

I assume you are referring to testing the Internet speed, this was carried out using an independant checker. I did use check my connection in My Account and if it is what you are referring too it came back saying my broadband connection was , I believe 'stable', but to be honest at this point I find it difficult to remember what I did.

I can carry out that test now if it will help.

[Mandisa-TT]

@garyp41 Could you please confirm whether the tests you conducted on your router were performed using the "My Connection" feature in MyAccount? There is no record of the test results, as tests conducted through MyAccount should also appear on the broadband account along with their outcomes.

[Mandisa-TT]

I understand, I will look into this for you.

[garyp41]

The problem is at present there are no issues, if there was I would not be able to engage with you, hence I was wondering if you could look at the error logs. I cannot do this at my end even if I log on as an administrator

[Mandisa-TT]

Okay perfect!

[garyp41]

I am at home and happy for you to carry out checks as no urgent requirements

[garyp41]

Thank You, I will keep monitoring for any further info you may need

[Mandisa-TT]

@garyp41 Thank you for reaching out and providing detailed information about the issues you've been experiencing with your broadband connection. I understand how frustrating it can be when the internet is slow or intermittent, especially when you have important tasks to complete.
 

We are able to run checks on your account and the router to identify any potential issues. To proceed, could you please let us know if you are currently experiencing any problems with your connection at home? If so, we can perform real-time diagnostics to better understand the situation.

[Mandisa-TT]

Hi @garyp41 I'm sorry to hear this, I will access your account and assist you with your query.

[garyp41]

Good Morning, I have been monitoring my broadband speed since I last contacted you and it has definitely has had been slow at times. I am contacting you again as yesterday morning at about 7.30am, over a period of over 30 minute the connection was very slow and at time non existant. I did internet speed tests and they were running at less than 1 and at times the speed checker could not connect. I tried to go through TalkTalk chat but I had to abandon that as when I could eventually answer a question I eventually got no response back. I could not continue trying to contact Talk Talk as I had to go out. Just before I went out the broadband suddenly sprung back to life running at 12 to 13. Again this morning I had a blip at about 11am but it inly lasted a couple of minutes and now running perfectly again.  As you can see all the tests that have been carried out have confirmed that my wi-fi is working well and the testing we went through showed the same issue when my desktop was hard wired in. I do use an IPAD occasionally and when I tried that yesterday morning I experienced the same issues. Hopefully you can look at the error logs on the router at your end to identify where the issue lies? When it happens occasionally it is not a problem but being out for about 30 minutes yesterday morning when I was trying to do something important was an issue. Can you advise what the next step is?

[Mandisa-TT]

Perfect! Thank you so much for reaching out, do not hesitate to get back to us for any assistance in the future. Take care.

[garyp41]

Nothing else thank you, done a speed test and now at 15

[Mandisa-TT]

Perfect! Is there anything else I can assist you with at the moment?