Service Status Stuck

[thenightsurfer]

My internet has been getting slower for the past week.  Tonight I ran a Service Status check and now have this message:

"We suspect an issue with your broadband

We need to run a line test between our network and your home.

During the test, your broadband and phone line will temporarily disconnect.

In order for us to keep you updated, we need your mobile number."

It has been showing for 15 minutes now.  There are no buttons to click other than a "log out" one at the top of the screen.  I've also checked and there is a mobile number registered for my account.

Any idea how I can proceed?

Thanks

[thenightsurfer]

Hi Debbie,

sometimes web pages stop responding for a minute then load.

The router has not been rebooted for months.

Everything was fine when I was on Fibre 35 but since upgrading to Fibre 65 on 19th Oct the line speed has steadily dropped back from an initial 70mbps.

 

Tonight I'm getting 38 mbps according to the line checker.

Should I reboot my router or is it something in the exchange perhaps?

[Debbie-TalkTalk]

Hi thenightsurfer

Sorry for the delay.

I've completed a line test which hasn't detected any faults, but I can see errors and re connections on the line.

Is the connection dropping or has the router been rebooted?

Your line is in sync at just over 40mb.

[thenightsurfer]

The line is no better tonight. 

I'm wondering if any testing was done today.

Anyway, I called the telephone helpline number and the AI tested my line.  Says there is nothing wrong:

.

 

[Skynet_TX]

Hi @thenightsurfer,

The support team here on the community will be able to run some tests for you when they return tomorrow, so if the test you are running is not working properly then it might be best to just let the team here help tomorrow.