Persistently slow broadband/disconnections

[Martincr]

Hey TT team-

I’m troubleshooting my parents’ broadband which struggles to maintain a consistent level of service.

Speeds are variable, ping is high. They have the older D-Link DSL-3782 router which looks dated and insecure.

Please can I get your support to help resolve? Thanks!

[Debbie-TalkTalk]

Hi Martin

I'm so glad to hear this 🙂

If you do experience any further issues then please let us know.

I have also sent you a Private Message with a link to a short survey for the Community.

Thanks again.

Debbie

[Martincr]

@Debbie-TalkTalk Yes, thanks. So far, this has appeared to have resolved the issues experienced. Thanks again.

[Debbie-TalkTalk]

Hi Martin

Have you received the replacement router?

Thanks

[Debbie-TalkTalk]

Hi Martin

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

[Martincr]

@Michelle-TalkTalk Yes please. When can I expect that to be delivered?

[Michelle-TalkTalk]

Morning,

Would you like us to send a replacement router for testing purposes to rule this out? We would also send a router returns bag as the original router would need to be returned. Would this be ok?

Thanks

[Martincr]

@Chris-TalkTalk @I don’t have access to filters to my knowledge. We had another service drop out in the past hour but no red lights on the front of the router.

[Chris-TalkTalk]

OK thanks. Could you try connecting your router to the test socket with a micro-filter and monitor to see if there's any improvement - please let us know how you get on

Chris

[Martincr]

@Chris-TalkTalk This is the only socket. It’s at the point where the line enters the house.

[Chris-TalkTalk]

Is this the only telephone socket, or are there extension sockets too?

Chris

[Martincr]

@Chris-TalkTalk Socket is an NTE 5C MK 4. Router is connected to the left-hand port.

[Chris-TalkTalk]

OK thanks. is your router currently connected to your test socket - Your guide to main phone sockets - TalkTalk Help & Support

Chris

[Martincr]

@Chris-TalkTalk Ping 17 ms; DL 58.2 Mbps currently over Wi-Fi, a few feet from the router. Had one disconnection this morning but this is a common occurrence.

[Chris-TalkTalk]

OK thanks. What sort of ping and speeds are you getting?

Chris

[Martincr]

@Chris-TalkTalk There's no discernible noise on the telephone line as far as I can tell. Telephone service appears okay.

[Chris-TalkTalk]

OK thanks. Line test is clear and sync speed looks OK. Are you experiencing any problems with your telephone service, any noise on the line?

Chris

[Martincr]

@Chris-TalkTalk Correct.

[Chris-TalkTalk]

Hi Martincr,

Thanks for updating your profile. Just to confirm, is the telephone number in your profile your parents TalkTalk landline telephone number?

Chris

[Martincr]

Thanks @Michelle-TalkTalk. I’ve updated my profile with the information requested.

[Michelle-TalkTalk]

Morning,

Please can you add your parents name and home telephone number to your Community Profile or the Private Notes section and we can have a look at the speeds. Please do not post any personal information on the Community.

Thanks