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]

It could have gone down at anytime, it is whether I notice it. The only time I know for certain it was slow or down was at 10.02 yesterday morning (for a short period) as per the posts I managed to put on the forum. It was certainly down on Tuesday morning at 7.30 and this was for at least 30 minutes, the longest I have experienced. Speed is still fine as I am writing this at 13.4

[nomfezeko-TT]

Thank you for letting me know the connection is stable at the moment. When was the last time the speeds went down?

[garyp41]

Yes I am at home and by PC ready to assist in any checks. I have just carried out a speed test and it recorded at 13.6 so broadband fine at the moment. Can you confirm next steps.

[nomfezeko-TT]

Hi @garyp41, I totally understand your concerns and would like to help get this sorted. Please let me know if you are still home where the services are installed so that we can resume the checks.  

[garyp41]

Yes I did receive the new router and the problem has not been resolved.

I agree that when working the broadband speed is good and exceeds the guaranteed speed of 9.1.

But this is when it is working and I get blips in the service, details of recent blips are in the posts.

Nobody has answered my question but surely you can look at the router error logs, I find it surprising if you cannot as I would have thought this would answer many issues.

I cannot access them at my end even logged on as the administrator, if I could I would cut & paste them and send them to you

[amahle-TT]

Please do refer to your private messages.

[amahle-TT]

We apologize for the inconvenience , the average download speed tested from your router over the past 7 days has been 13.95 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.

A new router was sent to you in the last month, Please text Yes or No to confirm if you received it.

[garyp41]

I cannot believe you have asked that question, if you look at all the notes you will see that I have answered that question before.  I assume you have access to the notes and have read them.

We seem to be going around in circles and nobody at Talk Talk is taking ownership of this problem which is extremely disappointing as I have been sat here waiting for replies (which did not come) after carrying out the instructions I have been given.

Hopefully you can now take the time to read all the correspondence that has taken place and note that at 5.30 (in ten minutes) I have to go out (as I informed you). As you will see I came back at approx 3pm and after 2.5 hours I am asked a question I answered this morning.

As you can tell from my post I am very annoyed and am losing patience with Talk Talk.

Tomorrow morning I will look at any response I get from somebody at Talk Talk, I expect it to be a plan on the actions that need to be taken. If it is not to my satisfaction I will simply raise this as a complaint as I feel that I am simply going around in circles and am not prepared to sit here for another day twiddling my thumbs.

I suggest that you escalate this issue so that a Manager can review how this problem has been managed before I receive any further repeat questions 

[amahle-TT]

Please confirm if the problem occur everywhere you try and use the WiFi, or just in certain parts of the house - for example upstairs, or outside the house?

[garyp41]

Hello,

I have had no response regarding my replies to your instructions, can you confirm what is currently happening?

[garyp41]

In case of use to you broadband speed test currently 14.5

[garyp41]

All done and everything up and running again

[sabelo-TT]

@garyp41, thank you for this. I will kindly ask for you to conduct the following steps to your router: 

1) Switch your router on, if it isn't already.
2) Locate the reset pinhole button. This is usually on the back or side of your router.
3) Gently push a pin, a straightened paperclip or another appropriate item into the hole until you feel a click. Hold it for 30 seconds.
4) Any lights on the front of the router should turn off and come back on again.
5) Once your router has fully booted and any lights are on, you can reconnect your devices to your Wi-Fi.

Do confirm with feedback once done. 

[garyp41]

I can fully understand you need to carry out tests and this time I hope the results are available for your colleagues to view as I am sure what you are going to do is a repeat of what you have carried out before, which as I expected showed no problems as at that time broadband was working as it should.

I do not know when the problem is going to occur, as you know I experienced it this morning at about 10am and informed you but I assume you were not in a position to run a test at that time. This time I was able to tell you, normally the internet is so slow that by the time I load the page and get through to you the broadband is up and running again.

Anyway I am happy to do as you ask in respect of the tests and I am now at home until 5.30pm so hopefully we can go through them now and hopefully whatever tools you are using can diagnose the problem as this is getting very frustrating.

[garyp41]

I am now back at home if you wish to carry out some tests. I would though stress that at present broadband is running at6 just over 13.

[nomfezeko-TT]

Thank you for your understanding regarding this matter. We recognize that this is an inconvenient situation that needs to be resolved, and we are committed to exploring all options to ensure your services are functioning properly.
 

We appreciate your need to be away, but it is essential for you to be at home where the services are installed so that we can conduct the necessary checks. This will allow us to address the issue while you are still experiencing it, enabling our troubleshooting system to determine whether the problem lies within the line, at the exchange, or within your home. This information will assist us in providing a relevant resolution.
 

We will temporarily pause your repair case. Upon your return, please inform us so we can resume the process. We may need to ask you a few questions and request that you perform some checks on your equipment during this time. Thank you for your cooperation.

[garyp41]

Unfortunately I have to go out at 12 and will not be back until late afternoon.

I assume you will still be able to do any testing you feel you need to carry out.

The Desktop PC and router will all be left on.

On my return I will look for any messages from you to see if you have identified where the problem lies or if not what is going to happen next.

As I said I am here for the next 10 minutes if you need to contact me urgently.

The cuurent internet speed test is 13.4 so everything running normally at present.

[garyp41]

I have gone through all the tests with you when I initially reported the problem a few months ago. Initially I was sent a new router as they thought that was the problem, this did not fix the problem. I have left the PC hard wired instead of via the wi-fi and still experienced the problems. The router is in the same room as the desktop PC with nothing in between them. I have tested access via an Ipad when I was experiencing the problem in different areas of the house and the result was the problem was across the house..

I believe one of the tests you previously carried out confirmed there was no problem with the wi-fi. I was assured that you would have all this information available to you so that you did not have to duplicate what you had already tested.

I am not sure what tests you can now run as I think you exhausted them all and as I confirmed the broadband is now back to running at above 12, which as you can see is substantially higher than when I was reporting the speed tests when I experienced issues this morning.

I will ask the question again, are you able to view the error logs on the router, if you can surely this will assist you in determining where the problem lies. 

[nomfezeko-TT]

I understand your problem @garyp41, we hope to get to the bottom of this matters as soon as possible. Does the problem occur everywhere you try and use the WiFi, or just in certain parts of the house - for example upstairs, or outside the house? 

[garyp41]

Apart from Tuesday morning I have not experienced it being slow for so long but maybe I am now concentrating on it. At least you can see what I am experiencing. It even takes a while for these messages to be posted