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?

[nomfezeko-TT]

Thank you, there are devices that have been detected, which Wi-Fi radio they are using and whether the latest link speed is above the minimum guaranteed speed. Speeds are not available for devices connected via ethernet. If speed checks are required, they'll be done using a speed test site or inbuilt utilities. Please confirm how many devices and which are currently in use/connected to the internet?

[garyp41]

I am normally operating in wi-fi mode but sometime ago I hard wired the desktop to the router for a number of days and the problem occured then so basically both methods

[nomfezeko-TT]

Thank you. Are the devices you are experiencing problems with connected to the Internet through Wi-Fi or via an Ethernet connection, wired directly to your router or a combination of both?

Only WiFi devices are impacted
Only Ethernet (Wired) devices are impacted
Both WiFi and Ethernet (Wired) devices are impacted

[garyp41]

Windows 10 was installed when computer was new about 15 months ago but due to the licence I had bought it has since upgraded to 11

[garyp41]

Windows 10 or latest

[nomfezeko-TT]

You have confirmed the operating system is Windows, please provide the current version of Windows the device is using?

Windows 10 or Latest
Windows 8.1
Windows 8
Windows 7
Windows Vista
Windows XP
Other Windows Version

[garyp41]

It is a desktop PC running Windows and as I say this is used 99% of the time and is where I would notice problem

[nomfezeko-TT]

Thank you. 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, what's the main device you can use for testing with me now?

[garyp41]

Yes it was completely new set up with the new cables provided and in exactly the same place.

Thank you for letting me know about the access to the error logs, maybe that is something you can raise within TalkTalk as from what I understand that may have given you some clue to where the problem may lie

[nomfezeko-TT]

Thank you for sharing this information, we will proceed with the checks. We are currently unable to view error logs on the router. As you have mentioned you did receive the router, have you set up the new router in place of the old one - using all of the cables and the power supply provided with the new router?

[garyp41]

It is very difficult to quantify how often it happens and for how long.

I only notice it when I am using the desktop pc and I am at that time using the internet, a lot of what I do does not use the internet. Over time I have noticed it going slow or stopped completely and then a couple of minutes later it is up and running again normally, how long it had been slow or down is difficult to say.

Last Sunday was different, I needed the internet and for about 30 minutes it was basically unuseable (too slow or down), I did though over those 30 minutes try to carry out whatever checks I could which was not easy but I did what I could and took a screenshot of the results which I posted and you will be able to view them, including the talk talk speed checker, not just the independent one I use. After about 30 minutes it then sprung back into life.

This is why I have always said it is going to be extremely difficult coordinating you checking the system when I notice there is a problem, either by the time I get in touch with you the problem has gone away or I cannot even send a message to you as it is too slow. Please would you answer this question so I do not have to ask it again, are you able to view the error logs on the router, if I ever speak to anyone about the problems I am getting (not Talk Talk) always asks that question. I have tried at my end but even when logged on as an administrator to the router it does not give me access.

[nomfezeko-TT]

How often does this occur?

[garyp41]

No it is working perfectly and as far as I know there have been no issues today

[nomfezeko-TT]

Looking into your speeds now, are you currently experiencing the issue at the moment?

[garyp41]

Yes like I have always said I am happy with the speed when it is working properly, it is just the blips and I cannot imagine they would show up within the average calculation. Lets hope your other tests show something.

[nomfezeko-TT]

Okay. 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.

[nomfezeko-TT]

Thank you so much. 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]

Also I will say that today I have been on the internet constantly liasing with yourselves and have not noticed any issues, but as you can see from my screenshots that was definitely not the case on Sunday morning.

[garyp41]

I will say it occurs everywhere as I have noticed it on the IPAD in another room when I have done a quick check when I have noticed a problem with the desktop, but the fact is that 99% of the time the only device that is being used to access the internet is a desktop PC which is in the same room as the router, only a matter of about 8 feet apart and nothing in between.

Some time ago I hard wired the desktop to the router and the problem still occured so I think this rules out the wi-fi as being the problem 

So looking at your list it is difficult to be specific due to the facts I have quoted above.

Does this help?

[nomfezeko-TT]

Thank you. I need to establish if the problem is a general Wi-Fi 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 Wi-Fi signal not being strong enough where you experience the problem. The option provided below will help us get a perfect description on whether the problem occur everywhere you try and use the Wi-Fi or in certain parts of the house. Please choose an option that best matches the situation from below:

Issue occurs everywhere
Issue only occurs in one or some locations
Issue is not with Wi-Fi

Issue is with a single device