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?

[kanya-TT]

It would appear that we still need to make tests for you. 

A line test is currently underway. This checks the equipment used to provide the broadband service to your home - including the exchange, cabinet and line equipment.

This can take up to 6 minutes to complete. I'll let you know if this test finds a fault, otherwise I'll continue with further checks.

Kanya

[garyp41]

Can you advise if you found the information you asking about

[garyp41]

Thank You - I am here until 12 today but then out until 4pm

[Philile-TT]

Please bear with me, I am going to seek some information. 

[garyp41]

Ah well not sure where we go from here

[Philile-TT]

No, they are not picking up since everything is currently up and running. 

[garyp41]

That explains it but as you can see it seems you cannot pick up problem unless it is happening at the instant you carry out the tests which I would say there is little chance of you being able to do that.

I know I keep going back to it and nobody has answered the question but can you look at the error logs on the router?

[Philile-TT]

@garyp41 I was running tests at that time. 

[garyp41]

Just to let you know there was a blip about 5 minutes ago when I lost connection when trying to pay for something, it came back very quickly

[Philile-TT]

@garyp41 the checks are picking up the current speed and it shows that there is no issue, this is because currently the speeds are normal. 

[Philile-TT]

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]

For information it is currently running at 13.6 which is in the normal range for when it runs normally, absolutely no problem so far this morning

[garyp41]

Thank You.

Hopefully you will be able to access the posts I have had in co0rrespondence with your colleagues so they are totally aware of the issue.

As you will see they have carried out tests and cannot find any issues as when they have carried out the tests broadband has been working as expected.

As I had the problem on Sunday morning over a period of 30 minutes I took all the screenshots I could to display the speed etc which I hoped would help identify the problem. It was not easy being able to take the screenshots as any online activity was slow.

[Philile-TT]

@garyp41 I will investigate this, please bear with me. 

[garyp41]

Well lets hope the problem I am getting knows it needs to start between 8 and 6 Monday to Friday!!!!

Being serious as you can see I have attached screen shots of the status of my broadband this morning so everybody can see there is an issue and I will await what the plan is going forward as trying to get through to you when it is happening will not solve the issue, I had problems getting through this morning due to how slow the system was. I am sure by the time I get through (either online or by phone) the problem would have rectified itself like it did this morning.

Surely Talk Talk can access historical recordf and not just rely on real time monitoring!!!!

[Gliwmaeden2]

@garyp41, there are no support staff on the forum at weekends  / overnight.

You can only catch them between c 8am and 6pm Monday to Friday. 

[garyp41]

Well it now seems it is too late for you to carry out any tests when the problem was occuring, as I have confirmed I used the system at 8.34 and I identified it was happening, at approx 9.03 the problem resolved itself and is now running at normal speed. I have attached 2 more screen shots to show you exactly what I have tried to see if I could resolve the issue, hopefully these will assist you in deciding what happens next.

The first one was via the windows checker and the 2nd one shows that at one point I could not create a reply to you.

Speed test now 13.6

[garyp41]

I also ran a talktalk speed test and I have pasted screen prints of results. As you will see for the 1st test it would not connect and the 2nd one was slow

[garyp41]

I stated monitoring at 8.34 this morning with a speed checker, the results were:

2.91

4.35

3.13

1.10

0.18

2.12

[garyp41]

As requested I have been monitoring for problem, it is happening now can you please run your checks