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?

[Nicolene-TT]

@garyp41, Hi there, We had this looked into for you and I see that you have received a call from the team today and an engineer has been booked to take a look at the issue you are experiencing, after the engineer visit you will receive a call from one of the team to make sure the issue has been resolved. Please do let us know how this goes and if there is anything else we can assist with. 

[Philile-TT]

Okay, thank you.

[garyp41]

Telephone numbers are in my profile. I would suggest they use the landline number and if there is no answer leave a message and I will return the call on  my return.

[Philile-TT]

@garyp41 I have escalated this to a specialist team and once we receive feedback, it will be provided to you. Please provide your best contact number by either sending it over private message or update it on your profile.

[garyp41]

I know you are investigating this problem further and am happy to allow you time to investigate it further, but I thought I would just give you an update. I have only just used my computer today and the speed was fine but after about 10 minutes it suddenly slowed down, it did not drop out completely and only lasted for about 5 minutes, it is now back to normal again. 2 screenshots from speed checker attached

[Philile-TT]

@garyp41 we are currently investigating this, and I will get back to you. The issue here is that I cannot change you into a different package due to no fibre being available in your area.  

[garyp41]

While I was trying to post a reply to you my wife was trying to send a whats app message over the wi-fi via her smart phone, the message would not send, it has just gone when I posted the reply to say the speed was back to normal. I think this clearly shows that the problem is throughout the house and affecting all devices.

This email is also to confirm that you can do whatever tests you want as nobody will be in the house until later today so you will not be impacting any devices. The router and desktop PC will be left on.

The current speed is 13.3, so working well.

I will look for a reply on my return, hopefully you will be able to tell me what the next steps in your plan to correct this problem are.

[garyp41]

AS I have been able to post the reply I have just checked speed again, now back to normal

[garyp41]

I have been trying to reply to you since 8am, the system is very slow and I have been unable to post this reply, running between 0.9 and 3.0

That is now 2 days in a row, screen shot attached.

I am out for the day leaving at 8.30, will send an update (if I can before I leave).

[Philile-TT]

@garyp41 is the internet performing as it should now? 

[garyp41]

Hopefully you will have received the email from your colleagues,

If not I have pasted them below:

Nothing - refers to alternative communication so you can do as you wish

Sorry for delay in responding, on this occasion the internet dropped out completely. I had to reset the router and restart the network adapter. Normally it is just slow cannot remember it going completely. Speed now back to 13 - refers to your question does internet drop out or only slow

Update

I have just come home for a few minutes and I can confirm that as at 12.55 speed is running at 12, so ok.

I am out again now so I will check on my return later this afternoon for any update

[sabelo-TT]

I hear however, we do have a dedicated team which specifically deals with emails as I am sure that your email will be noticed. 

[garyp41]

Again assuming you saw my email reply

[garyp41]

Sorry only just received these messages on community, hopefully you received my replies via email.

I can confirm that at this moment in time speeds are absolutely fine running at between 13 and 14 so this time appears to be holding up

[sabelo-TT]

Also, Do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector.

[sabelo-TT]

@garyp41, besides the slow performance, does your broadband connection drop while being connected to the internet?

[sabelo-TT]

Thank you for this. This is an indication of a fault within your line as I will double check on my end with an investigation. 

[garyp41]

I will correct my last statement, speed now back down to 2 so it only solved the problem fore a short period of time, now down to 1.3

[garyp41]

All done and everything now reconnected and speed back to normal

Are you saying that if this happens this is what I have to do to remove the blockage.

I would point out that when it was slow this morning it was not just the desktop I was trying to use it was also on an ipad I use for browsing.

Can you explain what you believe the problem is.

Also to re-affirm this is a new router that you provided when I first reported the problem so the router is not the problem.

[sabelo-TT]

@garyp41, could you kindly conduct the following steps to your router please: 

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.