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]

We are not dependant on Talk Talk telephone so you can continue. Internet still slow running at 2.98

[nomfezeko-TT]

It sounds like you experienced a temporary broadband outage, these interruptions can happen for various reasons, let us continue with the checks, so we can find the cause of this and a resolution to it. Before we can go on, could you please confirm if you have any active monitoring for life threatening health reasons which is solely dependent upon your TalkTalk Broadband or Telephone line?

[garyp41]

Speed now at 2.5 so you should see it, having problems communicating with you so you may not get messages quickly

[garyp41]

Speed now at 3.64 so gradually coming back

[garyp41]

No we do not need broadband.

I was not sure if it was you doing tests but at 10.02 broadband stopped, I lost connection to you but it is now back I think on this occasion it dropped out as speed checker could not connect

[nomfezeko-TT]

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?

[garyp41]

Yes

[nomfezeko-TT]

Thank you. Are you currently home where the services are installed?

[garyp41]

Please do whatever you need to do. I am sat by the PC if you need me. Nobody else in the house needs access and we have means of other communication if necessary

[nomfezeko-TT]

Thank you very much, I am able to identify your account, as you have mentioned you have just experienced the slow speeds issue again, if you allow us, we can attempt to run diagnostics checks to see if the line tests detects anything, will that be okay?

[garyp41]

Information added, option was for telephone number or account number, not both. I have added telephone number is that enough?

[nomfezeko-TT]

Thank you so much, please do let us know once you have updated the profile so we can locate your account and look into this matter. 

[garyp41]

Will do that now and let you know when I have done it.

Just to let you know I have just noticed broadband slowing down, not too slow but came in at 4

[nomfezeko-TT]

I understand. In the meantime, please update your community profile and add your landline number and/or account number so your account can be identified. so we can check into the account and assist/advice you further. Please don't post personal information here.
 

https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info

[garyp41]

It is usually only slow speeds, I have only noticed the loss of service indicated on my desktop once but that automatically reconnected. When I know it is happening I try to run the speed checker and the speed comes out at less than 1 or it says it cannot connect to the server.

After that I simply continue with things that do not need broadband for 5 minutes and then find it is up and running normally again

[nomfezeko-TT]

Thank you for this information, do you only experience slow speeds or dropping connection as well?

[garyp41]

Correct everything is working fine at the moment and no issues.

There is definitely no set time that it happens and it is difficult to quantify how often it happens as I only notice it when I am using the computer and need access to broadband. It just happened that on Tuesday morning at approx 7.30am I needed access and this was the first time I noticed it was very slow (and at times no access) for at least 30 minutes and it then burst back into life. Other times I have only experienced a minute or two but that is not to say it was not longer, I may not have needed broadband for the majority of time I was using the computer.

At present it is running between 12 and 14 on the speed checker. 

[nomfezeko-TT]

Thank you for getting back to us, so everything is working fine at the moment and having no issues? Just to check, how often do you experience this, does it occur consistently at the same time?

[garyp41]

As I keep saying when it happens I am unlikely to be able to contact you and when I can it means that the problem has stopped so I cannot understand how this will help resolve the issue.

I can guarantee that when I contact you if you then carry out your tests then you will not identify the problem.

Is there no way you can look at error logs for when I confirmed it was happening, at about 7.30am on the 12th August being an example?

[nambuso-TT]

Okay thanks for clarifying, please do let us know once the issue starts again so that we can continue with tests.