Lack of account information/Broadband fault(?) since 8th December

[McParland57]

Hi Guys

Couple of items that are probably linked.

I cannot "see" the daily speed report for my account it stopped updating Dec 8th, daily usage info also stopped on this day.  (see below)

The system indicates that I have a fault on the line, however when I raised this the system said it was all clear. 

Performance doers not seem to have been effected. 

Can you please assist.

[Karl-TalkTalk]

Hi

Yes please.  Glad there are also signs of improvement.

Karl.

[McParland57]

Hi Michelle

Things seem to be ok here now, in fact the speed to the router appears to be increasing. 

Would you like me to return my old router?

Regards

[Michelle-TalkTalk]

Morning,

Thanks for the update. Once the new router has been connected it can take 24-48hrs for service centre to update to reflect this change. 

Thanks

[McParland57]

Update

Wednesday morning and I can't see the speeds since Sunday 9th January.

This is strange as to why it's stopped.  Originally I couldn't see any speeds/usage since 8th December.

[McParland57]

Hi Debbie

Just an update.  Installed new Router yesterday.  Can see Download speeds for Wed 5th to Sun 9th (strange) but not the new router.

Will let you know tomorrow.

[Debbie-TalkTalk]

Hi McParland57

Please let us know how you get on.

Thanks

Debbie

[McParland57]

Thank you.

[Chris-TalkTalk]

I'm not sure if it's a router problem but think it's wise to try a different router just in case your current router is faulty. I've ordered the router, it should be with you within a couple of working days 

Chris

[McParland57]

Hi Chris

I'd like you to do whatever you need to do to diagnose and solve the problem.  I'm happy to assist where I can.

Are you saying this is likely to be a router problem?  Can you not just remote on and check?

If it needs a factory reset, I can save all the setting in a config file if you need me to.

[Chris-TalkTalk]

We can send a router, would you like us to arrange this?

Chris

[McParland57]

Hi Michelle

I don't I'm afraid.

[Michelle-TalkTalk]

Morning,

Thanks for trying this. Do you have an alterative router that you can test with please?

Thanks

[McParland57]

I've powered down but it doesn't appear to have cleared anything.

[Karl-TalkTalk]

Hi

Can you power off the router for 30 minutes so we can rule out a stale session.

Thanks  

Karl. 

[McParland57]

Thanks for the prompt response.

The router has been rebooted a couple of times.  Last time on 29th December.

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. This information is usually taken from the router. Have you tried rebooting the router? I've run a test on the line now which is clear.

Thanks