Sadly I Keep Losing Internet

[kwate]

Hi

Unfortunately because of my age and health I rely on the internet a lot and I am trying to order our weekly food at the moment, but I keep losing internet. I have carried out the usual local checks but all seems ok.

Can anybody help please?

Many thanks

[Chris-TalkTalk]

Hi kwate,

Thanks for answering the security questions. I've sent you a PM requesting a little more information

Chris

[Karl-TalkTalk]

Hi

I've sent a new link as the old link may have expired.

Karl.

[Karl-TalkTalk]

Hi Kwate

To view the private messages, click your avatar picture (top Right) and select the envelope symbol.

Karl.

[kwate]

Hi Debbie

Sorry I haven't received the Private Message yet.

How will it be sent to me? ..... Apologies for my ignorance.

Thank you for your patience.

Kind regards

Kwate

[Debbie-TalkTalk]

Hi kwate

Have you received the Private Message? Did you complete the form?

Thanks

[kwate]

Thank you very much Karl.

Kind regards

Kwate

[Karl-TalkTalk]

Hi

OK, the next option is to progress towards an engineer.

I'll drop you a PM with some details to complete.

Karl.

[kwate]

Hi Debbie

I've tried the new router but sadly the broadband wasn't improved, in fact it was slightly worse.

It was the same as before when using the telephone the broadband speed dropped to 0.6 Mbps upload and 23 Mbps download.

I will return the router, using the details inside the box.

Is there anything else that can be done please? ..... And many thanks for you and your teams help up to now.

All the best

Kwate

[Debbie-TalkTalk]

Hi kwate

Great, thank you 🙂

Debbie

[kwate]

Thank you Debbie

Router arrived late yesterday afternoon, I will get it installed as soon as I can and let you know how I get on - fingers crossed.

All the best

Kwate

[Debbie-TalkTalk]

Hi kwate

Thank you 🙂

Debbie

[kwate]

Many thanks Debbie

I'll keep you posted on the results.

All the best

Kwate

[Debbie-TalkTalk]

Hi kwate

Thanks for your reply 🙂

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

[kwate]

Hi Debbie

Yes let's give it a try. Thank you that's very kind.

Kwate

[Debbie-TalkTalk]

HI kwate

Would you like me to send a replacement router for testing so we can rule this out?

Thanks

Debbie

[kwate]

Hi Karl

Both the phone and broadband connect to a small box called an ADSL filter which in turn connects to the main phone line box, on which I have removed the cover and connected directly into the main socket.

I have just disconnected the phone from the ADSL filter and ran the TalkTalk Speed test - the result says "Status poor", 25 Mbps download and 3 Mbps upload.

Hope that helps.

Kwate 

[Karl-TalkTalk]

Hi

I can see a few drops in the connection, but tests are currently passing.

Would you like to try another router to rule out a fault with this ?

Also, what type of phone socket do you have, is there a separate socket for the phone and broadband or do you connect both into a microfiler then the phone socket ?

Thanks  

Karl. 

[kwate]

There is no noise on the phone line, but if I use the phone I lose internet and the router light shows red. When I stop using the phone the internet comes back.

Kwate

[Chris-TalkTalk]

OK thanks. Are you experiencing any problems with your telephone service, any noise on the line?

Chris

[kwate]

Yes, when I lose connection it turns to red.

Kwate