Slow speed and connection failure

[davidfawthrop]

My connection keeps failing and my speeds are slower than guaranteed. I have opened a case (ref REP-15663442) and have received an email advising more home tests are required. The email says I will receive instructions "shortly". Email sent 13.01 Friday. No further communication.

Any help appreciated

[Mandisa-TT]

Perfect! Do you regularly turn your broadband router off? For example, do you switch your router off at night?

[davidfawthrop]

No problem when making or receiving calls

[Mandisa-TT]

Just to confirm you did test on your landline and it does not drop when making or receiving calls?

[davidfawthrop]

Connection seems OK at the moment.

Speed check shows speed to router of 33Mbps and shows speed to printer of 21 Mbps

[Mandisa-TT]

I understand, can you please check and provide feedback.

[davidfawthrop]

No We haven't noticed that at all

[Mandisa-TT]

Thank you for confirming, do you find that your internet cuts out whenever you make or receive phone calls from your landline?

[davidfawthrop]

Thanks.

The srudy is a quite small room in the middle of the house. The router is very close to the computer with nothing between them. We do not move any part of the system round the room.

[Mandisa-TT]

I need to establish if the problem is a general WiFi or Broadband issue, or if it's potentially a coverage issue. If the problem only occurs in places that may be further from the router, or are blocked by walls, doors or windows, then it's likely the issue is related to the WiFi signal not being strong enough where you experience the problem. You have advised that you only use the Wi-Fi when you are in the study, would you said it is every where is your study room that you are experiencing this? 

[davidfawthrop]

We only use the WiFi downstairs in the study. Nowhere else, we only have a desktop computer, printer and phone. No other devices.

[Mandisa-TT]

Thank you for confirming, does the problem occur everywhere you try and use the WiFi, or just in certain parts of the house - for example upstairs, or outside the house?

[davidfawthrop]

Yes should be no problem

[Mandisa-TT]

Thank you for confirming, will you (and anyone who lives with you) be able to contact emergency services while your services remain impacted?

[davidfawthrop]

No active monitoring. Thanks

[Mandisa-TT]

Perfect! I will run the tests on your line, do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector.

[davidfawthrop]

Yes at home until 1.00 pm

[Mandisa-TT]

Thank you for your respond, I will be able to run checks for you, are you at home to be able to proceed? 

[davidfawthrop]

Thank you for your reply. Speed issue is still current lates check shows speed under guranteed level. Connection problems not showing at present. Speed check says no devices connected but computer and printer are both connected.

[Mandisa-TT]

Hi @davidfawthrop thank you so much for bringing this to our attention, can you confirm if you are still experiencing the issue?

[Divsec]

Sorry that didn't work, best to now wait for the TT staff who have the tools to get things sorted for you.