Slow/Intermittent Broadband

[Richard_Whitney]

Hello,

Normally we get a download speed of 2-3mbps via a wired connection, but for the last few days we’ve been dropping down to around 0.3mbps. Sometimes it’s gone off entirely. Speeds are from the test socket, with no other appliances connected and all sockets have filters. The landline is working fine.

The speed goes up again after a router reset, but only for a few hours. We’re in a pretty poor area in terms of infrastructure.

Would it be possible to reset the line again please? This has worked well in the past. 

Thanks in advance,
Richard

[Debbie-TalkTalk]

Morning Richard @Richard_Whitney 

That's great, thank you 🙂

I will check in again with you on Monday to see how the connection has been.

Debbie

[Richard_Whitney]

Hi Debbie,

Thanks for the new router, it’s set up now so we’ll keep an eye on it over the next couple of days. 

Richard

[Debbie-TalkTalk]

Hi Richard

Thank you. Please let us know how you get on.

Debbie

[Richard_Whitney]

Thanks Debbie, I’ll plug our latest one in for now just to get the speeds up in the meantime. 

[Debbie-TalkTalk]

Hi @Richard_Whitney 

Thanks for your reply.

There are some re connections showing on the line. I have ordered a replacement router, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with the new router.

Debbie

[Richard_Whitney]

Hi Michelle,

Could we try a new router please? It seems to have become even slower overnight so is pretty unusable now, around 300-400kbps. Does it look like it’s stopped dropping out at all?

Thanks,

Richard

[Michelle-TalkTalk]

Morning Richard,

Thank you for confirming. We'll re-check your connection stats in the morning to see if DLM has made any changes.

Michelle

[Richard_Whitney]

Hi Michelle,

Just connected the old router. The speed seems to be down on the Wi-Fi compared to the new one but happy to leave it plugged in for another day to see if it proves anything. 

Richard

[Michelle-TalkTalk]

Morning Richard,

Sure. Please post back here once the alternative router is connected and we can re-check your connection stats for you.

Thanks

Michelle

[Richard_Whitney]

Hi Michelle, 

Not yet but I’ll plug that in when I get back and leave it for 24 hours again. Is it possible to get a new router if that seems to be the issue?

Thanks,

Richard

[Michelle-TalkTalk]

Hi Richard,

Thanks for the update. I can still see re-connections on the line. Is the alternative router now connected to the test socket?

Michelle

[Richard_Whitney]

Hi Chris,

Not expecting a reply till Monday obviously, but just to let you know that the speed’s stayed up but the signal’s dropped out a few times over the weekend. The router’s been plugged into the test socket since Friday night. 

Does this tally up with what you’re seeing at your end?

Thanks,

Richard

[Chris-TalkTalk]

OK thanks, you too 🙂

Chris

[Richard_Whitney]

Cheers Chris, I’ll do that when I get home. I might have the old router somewhere as well if we need to test that against the new one. 

Have a good weekend. 

[Chris-TalkTalk]

If possible could you leave the router connected to the test socket for at least 24 hours and we can check the line history on Monday to see how it's been

(it's possible that something has been disturbed but line test isn't picking up any faults)

Chris

[Richard_Whitney]

I did try it in there last night with similar results, but I had to move it back downstairs before I left this morning. There’s been some Openreach guys working round the corner this week - is it possible something’s been disturbed?

[Chris-TalkTalk]

Thanks Richard, is your router currently connected to your test socket? - Your guide to main phone sockets - TalkTalk Help & Support

Chris

[Richard_Whitney]

Hi Divsec, thanks for that. We tried a long power down last night but then it was up to its usual tricks this morning. 

[Richard_Whitney]

Hi Chris, we don’t use the landline much but it sounded ok when we tested it this morning. We’ve also reset the router a few times so that might be it. It’s just cutting out every now and again even when the speed’s up. 

Thanks,

Richard

[Divsec]

Hi @Richard_Whitney it looks as though @Chris-TalkTalk has scheduled a check back with you for today. You might try a 30 minute reboot ,power down router for 30 minutes then reboot. This often tricks DLM into short term improvements.