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 @Gliwmaeden2 for helping out. 

[nomfezeko-TT]

Does this only happen when you are making calls? or both when you make and receive calls?

[garyp41]

Yes a couple of people have said that at times the line is noisy but it does not happen all the time, they described it as a crackling sound

[Gliwmaeden2]

@garyp41, do you have noise on the phone line at all?

[garyp41]

No that is correct only 5 devices:

Desktop PC - connected and in use

Ipad - connected but not in use

Samsung smart phone - connected but not in use

Auto Cadlite - connected and minimal use

Motorola - connected but history from end of last week

[nomfezeko-TT]

Thank you, we have detected only five devices, please confirm if there are any other devices that I did not mention but connected at the moment?

[garyp41]

Yes running at 12.9

[nomfezeko-TT]

Is the connection still fine?

[garyp41]

No problem, I am sat here monitoring mail so if you need anything from me then let me know

[nomfezeko-TT]

Okay thank you for allowing us to proceed with the checks. We'll need to check what your current speed is at this moment in time.

[garyp41]

I have found the guide how to remove devices on the Internet but my initial panic is over as I have spoken to my grandson and he does have a Motorola smart phone so it is his but not being used on my wi-fi at present.

While you are carrying out any tests I will not remove it, something I will do later

[nomfezeko-TT]

I completely understand. We cannot disconnect this device from your Wi-Fi our end, but we can provide and guide you with the steps on how this can be done, is that fine?

[nomfezeko-TT]

@Gliwmaeden2 , thank you for sharing that information. 

[garyp41]

That makes sense I think that would have been our grandson who was here at the end of last week

[garyp41]

The ACTO CADLITE is I believe the Octopus energy mini ipad which connects to the smart meters (Gas & Electric) and allows real time usage to be displayed. I sometimes use this via an app on the IPAD but it is not currently being used.

I am still confused (and concerned) about the Motorola phone. Can you disconnect it from the wi-fi?

[Gliwmaeden2]

@garyp41 , devices tend to show up for a full week after use on WiFi, so if any visitors were around within the past 8 days, that can account for unrecognised devices. 

[nomfezeko-TT]

I can see the iPad, PC, a Samsung phone and Motorola phone on my end. There is also a device named "ACTO-CADLITE". 

[garyp41]

I have no idea where the Motorola phone comes into the equation, I do not have a smart phone and my wife has the Samsung which she is not using.

If any of our family visit they may have a Motorola phone and they do connect, but nobody is here now so I cannot see it should be connected which I find odd.

If you need to check into it then please do or if it is a better alternative you can disconnect it

[nomfezeko-TT]

I can also see a Motorola phone; can we check into this device as well?

[garyp41]

As far as I am aware the devices are:

Desktop PC - inuse

IPad - most probably connected but not in use

Samsung phone - connected but not in use

There is a possibility you will see an Apple IPAD, this is used by our grandchildren but very seldom and at present it is switched off

There is also an Octopus Energy mini ipad which connects to the smart meters, this has only been connected in the last month or so, long after I started to get the problem.

If it helps your test I can switch all these devices off.