intermittent connection

[jillnic]

Morning,

For the last 2 weeks, I have had intermittent connection and slow speeds. It is really embarrassing and frustrating as I work from home, always on Teams calls and often lose connection to the meetings. My family also report the same issues from their devices. Do I need a new router perhaps as I think it is getting quite old now?

[KeithFrench]

WiFi boosters can make things worse depending on the levels of WiFi interference.

I will PM you a link for a guide of mine on Wi-Fi interference & initially look at the section called "Are you suffering from interference – prove it first". This section includes full details of Wi-Fi analysers that I recommend for Windows, Windows phone, Android and Apple operating systems. However, I have no way of testing the Apple product. Do not worry about interpreting the results, I will do that for you.

Please post the screenshots to me in a PM (to protect your privacy), which I have requested in my guide. No photos please they can be difficult to read as text can get out of focus when zoomed in, from the analyser you are using (also in my attached guide). Please ensure that the analyser window is maximised (if Windows) before taking the screenshots & upload them via the "Insert Photos" button (in a mobile browser it's the picture icon) on the post editor's toolbar with the Size parameter set to Large. If they are too small, I will not be able to read them & although I can enlarge them, this puts the text out of focus. 

[jillnic]

Sorry for the delay Keith, I've been on chauffeur duty for children! Is there any way I can find this out? Perhaps posting in a local community page to see if others have the same problem? We have had a new provider called youfibre arrive in the area recently. I would be really interested in any guide you can send me as I have just accepted a job which is home based so I am going to need a reliable wifi indefinitely. Would a wifi booster in the house help? Many thanks, Jill

[KeithFrench]

Hi @jillnic 

@Debbie-TalkTalk has asked me to help you. I am glad to hear that the Sky box is wired as that contains its own internal mesh network, which is renowned for having issues with other wireless networks. 

Slow speed, intermittent dropouts, breaks in the signal or no signal on some or all devices or no internet access might be caused by Wi-Fi interference from other local networks, which can also lead to a permanent reduction in speed. No ISP can be responsible for your local environment, this is mainly a byproduct of the popularity of Wi-Fi.

Generally speaking, the 2.4GHz band suffers much more from interference than the 5GHz band, but the 2.4GHz one can sometimes have a better range, but this all depends on your local area.

The next stage involves sending out a guide to you to help you get me some important diagnostic results so that I can analyse them for you and recommend changes to your router configuration to solve them.

I only send this out to people who request it.

[Debbie-TalkTalk]

Hi jillnic

As the Sky box is not affected (wired connection) I think this is a wireless issue.

I've switched the WIFI optimisation off on your line so we can try different wireless channels.

@KeithFrench 

[jillnic]

thank you. When I ran the test this morning, it was a download speed of 50 ish and upload of 11. The Talk Talk report described it as poor. Last night, it was around 45 and 15. No issues with the sky box though

[Debbie-TalkTalk]

Hi jillnic

Thanks for your reply.

The line tests are not detecting any issues and the line is in sync at 66.1mb.

Do you notice if the Sky box has any issues?

This may be a wireless interference issue. @KeithFrench  provides really good advise on improving wireless performance.

Could you help please Keith?

KeithFrench is one of our valued Community Stars and can help with a range of issues related to wireless and networking. At times he may ask you to send him test results via a Private Message to help analyse/diagnose an issue.  Although Keith does not work for TalkTalk, he very kindly shares his time and knowledge to help with others.  If you need further help or, if we need to take any details such as personal information about your account like phone numbers, account numbers etc.  one of the TalkTalk team will jump in and help out.

[jillnic]

yes I have just been on a teams call and people told me my picture was freezing, my speech delayed etc. It has been happening all day. Only wired device is the sky box

[Debbie-TalkTalk]

Hi jillnic

Is the connection still dropping?

Do you have any wired devices connected?

[jillnic]

Hi. Yes I set it up yesterday and to be honest, the problem seems worse than ever this morning. I followed the help guide last night, switched channels as advised but the connection speed is classed as 'poor' still, despite this morning only being 2 of us in the house. Any ideas if there is anything else I can check, any other hardware that might be the problem ? Thanks, Jill

[Debbie-TalkTalk]

Hi jillnic

Have you received the router?

[Debbie-TalkTalk]

Hi jillnic

No problem 🙂

The router is on its way, please allow 24-48hrs for this to arrive.

Please let us know how you get on.

Thanks

Debbie

[jillnic]

yes please, it would be good to rule it out and then I will update once thats set up and running

[Debbie-TalkTalk]

Hi jillnic

Thank you 🙂

I've completed a line test and this is clear - No faults detected.

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

[jillnic]

thanks Debbie, thats now done. 

[Debbie-TalkTalk]

Hi jillnic

I'm really sorry to hear this.

Please can you add your name and TalkTalk landline number to your Community Profile, we can then take a look at this for you.

Thanks

Debbie