New thread for Broadband Router advice?

[Timorteo]

I guess this is what you mean by starting your own thread for this issue? Thanks for any help you can give!  Ive attached the most recent Internet speed we're receiving. Please advise. 

[Mandisa-TT]

Thank you for clarifying this I can see that your broadband connection speed to your router is performing as it should with no issues showing on the line.

The connection is stable with a speed of 12 Mbps - compared to the point of sale speed of 8.1 Mbps.

The broadband connection covers the physical cabling into your home and the router from outside your premises, so as that is working the issue you're experiencing is likely to be due to a WiFi problem, or other issue in your home.

I can guide you through checks which should help identify the issue and resolve if possible.

I'll need you to perform some checks. Can you tell me what type of device you are using when you experience problems?

If the problem you're experiencing is affecting more than one device, what's the main device you can use for testing with me now?

[Timorteo]

The distance away from rhe router doesn’t really impact the strength of the wifi; it’s no better when you’re close 

[Mandisa-TT]

Thank you for confirming, Does the problem occur everywhere you try and use the WiFi, or just in certain parts of the house - for example upstairs, or outside the house?

[Timorteo]

Yes

[Mandisa-TT]

Thank you for confirming, Will you (and anyone who lives with you) be able to contact emergency services while your services remain impacted?

[Timorteo]

No,

T

[Mandisa-TT]

I understand, I will run checks, 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.

[Timorteo]

Both, speed issues mainly and every so often the connection drops 

[Mandisa-TT]

Perfect! @Timorteo Just to check, are you only having speeds issues or you do experience dropping connection as well?

[Timorteo]

Hi M, yes un home now, just let me know

[Mandisa-TT]

Hi @Timorteo we will need to run checks on your line, are you at home to be able to proceed.

[Timorteo]

Hello again Fez,

is anything happening with my concerns??

T

[nomfezeko-TT]

Thank you so much for getting back to us @Timorteo , I am so sorry you are still having issues with your services, we will have this checked and sorted for you. Just to check, are you only having speeds issues or you do experience dropping connection as well?

-Fez.  

[Timorteo]

Hi it’s me again. I didn’t get a reply from you as to when you might help so I thiught I’d try once more. 
mill be at home all afternoon and evening for you to run tests and hopefully sort things out. Please let me know 

[nomfezeko-TT]

I understand what you mean, and we want to help get this sorted but in order to be able to proceed with checks successfully, I need you to be home where the services are installed so you can monitor your services as we check and may need you to check and confirm a few things for me. Just to check, when will you be back home?

-Fez

[Timorteo]

Actually I’m out for the day but that may not prevent you from checking the wifi signal at my home. But please don’t abandon me once again. It’s a customer service I require. Thanks 

[nomfezeko-TT]

Hi there @Timorteo, thank you for reaching out, I am so sorry you have contacted us about an issue with your services. Kindly confirm you are currently home where the services are installed so we can help. 

-Fez. 

[Timorteo]

And, as it's coming up to the weekend, are you going to use that excuse AGAIN??

[Timorteo]

It looks like you're DOING NOTHING to help and in fact are ignoring my posts too. It's four days since I responded and what are you doing?? 

[Timorteo]

Yes I'm messaging you from home where the router is...

T