Ongoing connection problem

[hawkeye4]

Over the bank holiday weekend the connection dropped and reconnected cyclically every minute.
There is now a permanent connection. I can use email and connect to websites, though speed is slow, but am unable to watch any streaming services because of lack of bandwidth.
The connection and speed tests fail.

[hawkeye4]

Hi Michelle

Thank you for the router. I have tried using it and it does not seem to have made a lot of difference but it is hard to tell as performance has been so variable throughout the day.

I did wonder if the problem lay with my laptop. I can now stream BBC iPlayer programs which I couldn’t before but not any of the other main channels. My laptop is an Acer Aspire3 and I am currently not able to run a TalkTalk speed test on it either with the new or the old router – when I select speed test I just get a blank page. I have tried other devices which seem to work better and am able to run speed tests on the original router with the following results:

HP laptop: 277ms / 2.0Mbps / 0.2Mbps and 193ms / 2.6Mbps / 0.2Mbps

iQuota laptop: 33ms / 11.0Mbps / 0.4Mbps

Amazon tablet: 63ms / 10.0 Mbps / 0.5Mbps

Could the problem be with my Aspire 3 and if so is there some check I can try to confirm it?

I can return the router to you but did not receive a return bag. If Yodel can collect it and provide a return label, I can pack it in the original box which I was careful to preserve.

Richard

[hawkeye4]

Hi Michelle

The router has not arrived yet. Will test it and get back to you as soon as it arrives.

Richard

[Michelle-TalkTalk]

Hi Richard,

Just checking back in to see how you're getting on?

Thanks

Michelle

[Debbie-TalkTalk]

Hi Richard

The router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

[hawkeye4]

Morning Michelle

Yes, that would be well worth a try.

Richard

[Michelle-TalkTalk]

Morning Richard,

Thanks for confirming. Are you happy for us to send a replacement router to see how this compares?

Thanks

Michelle

[hawkeye4]

Hi Michelle

No, the current router is the only one that I have: TalkTalk WiFi Hub (sagemcom) version FAST S364-3 TB

Richard

[Michelle-TalkTalk]

Hi Richard,

Ok, do you have an alternative router that you can test with please? If not then we can send a replacement router for testing purposes to rule this out.

Thanks

Michelle

[hawkeye4]

Hi Michelle
Just tried connecting router direct to BT main socket (via splitter) but still problems - website loading very slow and requiring reload, BBC iPlayer streaming still fails due to lack of bandwidth.

Richard

[hawkeye4]

Hi Michelle

The main BT socket in my hall does not have a test socket. The main socket entry slot is by-passed with a cable attached inside to connectors. This cable then leads to a second  socket in my lounge, which has a splitter attached to it leading to my landline and TalkTalk router. This set-up has worked without problems for a number of years.

Richard

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. The line test is still clear, however I can see quite a few re-connections on the line. Does your main socket have a test socket please?

Thanks

Michelle

[hawkeye4]

Thanks for your advice Gliwmaeden2
Chris
Telephone service okay. Not sure what constitutes noise on line. There is a low level cyclical noise of about 5Hz but noise level is no worse than I remember it.

[Gliwmaeden2]

Staff need a reply re the quality of the phone line to help diagnosis of the issue.

If you don't have a handset, try to borrow one, plug it in and check. You could dial a freephone number to avoid costs.

Staff will be back after the weekend, @hawkeye4.

[hawkeye4]

Update

Tried to upload 4 minute video clip from my laptop to my Google drive. Estimated time given as 45 hours.

Log on to BBC website now intermitent.

[Chris-TalkTalk]

Hi hawkeye4,

I can see that your connection has been very unstable but appears to have improved today. Are you experiencing any problems with your telephone service, any noise on the line?

Chris

[hawkeye4]

Thanks Keith

Profile updated

[KeithFrench]

Hi @hawkeye4 

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-


Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

[hawkeye4]

Hi Keith

My TalkTalk router label states: TalkTalk WiFi Hub (sagemcom) version FAST S364-3 TB

The broadband drops out and shows the orange light before returning to white.

The router dashboard shows a speed of 8Mbps and guaranteed speed of 7Mbps. This dropped from 16Mbps on 21/8/24 to 8Mbps on 24/8/24.

The router version on the dashboard is SG4K100174

The dashboard 'My internet connection' page states internet connection status: disconnected ???

The device is connected wirelessly.

Thanks 

Richard

[Chris-TalkTalk]

Hi hawkeye4,

In addition to answering Keith's questions can you also please update your community profile to include your:

• Name
• Telephone number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Chris

[KeithFrench]

Please can you elaborate by answering these questions?

• Which make/model of router do you have?
• Is it the broadband itself that is dropping (does the light change colour on the front of it)?
• If you log into the router, what internet speeds does it display (normally in the main dashboard area)? How does this compare to your guaranteed minimum download speed?
• Is this device connected via wireless or a wired (Ethernet) connection?