Our internet connection is slow and unstable. The router is a Huawei-DG8041W.
The connection will periodically drop completely every hour or so. When this happens the light on the router router flashes orange for about 5 minutes before it reconnects.
Even when the connection is stable it is well below the minimum guaranteed speed on our contract.
I had a chat with a TalkTalk agent (transcript attached) last Thursday. He told me he had fixed the issue. However after a couple of hours the issue returned. He didn't go into any detail about what actions had been carried out so I'm no clearer on what the issue is.
Can anyone offer any further help or suggestions?
I have asked one of TalkTalk's OCEs to pick your thread up and investigate it for you.
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I'm really sorry to hear this.
I've completed a line test which has detected a possible fault.
Can I just check, is your router currently connected at the test socket? What other equipment do you have connected to the line?
It wouldn't let me upload a .jpg so I had to upload a .zip file. If you unzip it you should be able to see the picture.
Our socket looks like the non-NTE socket on that page you've provided.
Weirdly since I posted the original question the connection has been stable. Have you done anything on your end?
Thanks for your reply.
No changes have been made, I only completed a line test.
Please can you continue to monitor the connection and let us know if you do experience any further issues.
Thanks for confirming this and I'll take a look now. I've run a test on the line which has detected a possible issue towards the property. I can see from your earlier post that you have a non NTE5 master socket.
Is the router currently connected at the master socket? Do you have any extension sockets? What equipment do you currently have connected to the line?
Ok thanks. Do you have a different router that you can test with? Is the voice service ok with no noise on the line at the moment?
I've also optimised the connection now in case the SNR is dropping too low as this could affect the stability, speed and the performance of the connection.
We'd usually suggest borrowing a phone if possible, to test with, but probably not the best idea under present circumstances
We can send a router to test with, would you like us to arrange this?
The issue with the first router is that the connection speed would slow to a crawl and become unusable.
The more recent issue is that it completely disconnects. The router light starts to flash orange.
We've had the second router a couple of months, can't remember exactly. Is there no record of my interactions with customer service on my TalkTalk account? I had the second router sent as a result of a live chat with a TalkTalk agent.