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]

My primary use of a computer is a desktop and that is in the same room as the router with no obstructions.

The problem also occurs when for a period of time I hard wired the desktop into the Desktop PC.

We do use an IPAD for browsing but only occasionally, when I noticed the problem on the desktop I tried to browse on the IPAD (which is in another room) and that was also slow at that point.

Our smart TV is hardwired and occasionally we have had connection issues (may not be related) but we very rarely use the internet via it as we normally use the aeriel connected channels.

[nomfezeko-TT]

We're glad to hear that you're at home and willing to assist. We have resumed the checks on our end, just to check something, does the problem occur everywhere you try and use the Wi-Fi, or just in certain parts of the house - for example upstairs, or outside the house?

[garyp41]

Yes at home and ready to assist.

we have other forms of communication soi no problem if broadband drops out

[nomfezeko-TT]

Thank you for your patience and for confirming that the new router is installed and the old one has been returned, we will continue with the checks. Please let me know if you are currently home where the services are installed?

[garyp41]

In case you are going to ask, yes it is installed and the old one was returned

[garyp41]

Sorry but this is getting ridiculous I answered this question with a YES 2 hours ago 

[nomfezeko-TT]

I understand. Please confirm, a new router was sent to you in the last month, please respond with a yes or no to confirm if you received it.

[garyp41]

Hopefully you have received my response to amahle who asked the question regarding was it limited to only certain parts of the house, again I question I have answered many times

[nomfezeko-TT]

Thank you @Gliwmaeden2, we will wait for the customer's response, then continue from there.  

[Gliwmaeden2]

@garyp41, check back as since you replied, staff altered the post.

Yet again they want to know whether you received that new router....

[garyp41]

I can confirm that it is not restricted to one place in the house.

I mainly use a desktop PC which is wi-fi connected to a the router which is in the same room with no obstructions between the router & PC. As part of tests carried out before I hard wired the PC to the router and experienced the same problems.

I do have an IPAD but it is only used for browsing occasionally and when I have identified the problem is occuring I check to see if I can browse on the IPAD and this is also getting a problem.

We do have a Smart TV hard wired to the router and occasionally this interrupts when on an Internet channel, but this is rarely used

[amahle-TT]

Hi there @garyp41, we will continue with the checks.A new router was sent to you in the last month, please text Yes or No to confirm if you received it.

[garyp41]

Thank you for understanding my frustration. I am not sure of the what you mean by the last set of checks I performed were not complete but lets not get into that as long as you are going to establish new checks.

At this moment I am happy to give you a chance to either come up with a positive outcome in that you have identified a potential resolution to the problem or that you confirm you have exhausted all the checks you are able to carry out and have not been able to identify any issues.

At that point I will draw a line under the problem in relation to my interaction with the Technical Team and raise it as an issue via the Complaint process.

I do believe that after all this time I am being fair by allowing the technical team to do all they can.

I will monitor my mail throughout the day and assist with anything you want me to do.

[kanya-TT]

Hello, @garyp41. We apologize for the repetitive nature of the ongoing checks. The reason for this is that the last set of checks you performed were not completed, which prevents us from resuming them. My goal is to establish new checks, as speed issues can often fluctuate. I sincerely apologize for the inconvenience, and I completely understand if you wish to file a complaint. Below is a helpful article with more information on how to do so.

Raising a complaint

Kanya

[garyp41]

Please will you tell me that before you ask this type of question that you have read the previous posts, if you have not I suggest you do as you will see that I have answered that question more than once and the answer is YES.

It seems that within Talk Talk a different person picks up the problem and we seem to go through the same process over and over again. Yesterday the person was going to find out some further information, now somebody else is managing the problem.

I would suggest before you ask any more questions you look back at the history, especially the posts from Sunday when I attached screenshots showing the results I was getting over a 30 minute period, including the results from the Talk Talk speed checker!!!

Please confirm whether you can investigate this any further with the tools at your disposal, if not will you please either escalate this problem yourself (so that someone owns it) or advise me how I can get it escalated.

[kanya-TT]

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

Kanya

[garyp41]

Yes this is exactly what I have been told by many of your colleagues and if there were no blips this speed is sufficient for my requirements.

Is that it or are you carrying out further checks?

[kanya-TT]

The average download speed tested from your router over the past 7 days has been 13.71 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.

Kanya

[kanya-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.

Kanya

[garyp41]

Thank you I will await your results. Broadband is currently slow so I am assuming that is due to the test