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

McParland57
Chat Champion
Message 17 of 17

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.

 

McParland57_0-1641292313038.png

McParland57_1-1641292385723.png

 

 

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I've been to a post-punk, postcard fair.
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16 REPLIES 16

Message 1 of 17

Hi

 

Yes please.  Glad there are also signs of improvement.

 

Karl.

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


WEAR A MASK      -      WASH YOUR HANDS      -      SOCIAL DISTANCE

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McParland57
Chat Champion
Message 2 of 17

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

 

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Message 3 of 17

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

 

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McParland57
Chat Champion
Message 4 of 17

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.

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McParland57
Chat Champion
Message 5 of 17

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.

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I've been to a post-punk, postcard fair.

Message 6 of 17

Hi McParland57

 

Please let us know how you get on.

 

Thanks

 

Debbie

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McParland57
Chat Champion
Message 7 of 17

Thank you.

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Message 8 of 17

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

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McParland57
Chat Champion
Message 9 of 17

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.

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Message 10 of 17

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

Chris

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McParland57
Chat Champion
Message 11 of 17

Hi Michelle

 

I don't I'm afraid.

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I've been to a post-punk, postcard fair.
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Message 12 of 17

Morning,

 

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

 

Thanks

 

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McParland57
Chat Champion
Message 13 of 17

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

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I've been to a post-punk, postcard fair.
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Message 14 of 17

Hi

 

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

 

Thanks  

 

Karl. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


WEAR A MASK      -      WASH YOUR HANDS      -      SOCIAL DISTANCE

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McParland57
Chat Champion
Message 15 of 17

Thanks for the prompt response.

 

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

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Michelle-TalkTalk
Support Team
Message 16 of 17

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

 

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