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Fibre broadband is intermittent

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8 REPLIES 8
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Team Player

Had a online chat today and received a phone call from talk talk a couple of hours ago who tested my line and told me that there was not a problem but again my internet is slow

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Community Star

Please can you supply some details?

 

How do you connect wireless, wired, or a mixture? If a mixture is a wired connection better than wireless?

 

It is important to see what your line is actually capable of and what your current download speed is.

 

To help diagnose this issue, please can you log on to your router, by opening a web browser (e.g. Internet Explorer, Mozilla Firefox & Google Chrome etc) and then enter this address in the address bar:-

http://192.168.1.1

enter the credentials:-

username: admin
password: admin        (unless you have set your own password).

 

If you use the HG633 & DSL-3782 or the TalkTalk Wi-Fi hub, they have their own unique password, which can be found at the top of the label on the rear of the router. It is the one labelled "router" or "admin" password, not the wireless one.

Then go to your ADSL or DSL summary page & paste the stats in this thread.

 

On the HG633 this is at:-

 

Maintain > System Information & expand Broadband Information


On the DSL-3782 go to the home page & copy the stats from the DSL & IPv4 pages.

If you have the new TalkTalk Wi-Fi hub this can be seen via:-

 

Dashboard > See internet settings > Manage Advanced settings > TalkTalk Wi-Fi Hub

 

Click on the General tab then scroll down to the page to the xDSL section & copy & paste them into your reply.

 

Next can you also go to this speed checker (it is useful to have speed test figures taken at the same time as gathering the router's statistics):-

http://www.supportal-test.co.uk/

Alternatively use:-

https://myaccount.talktalk.co.uk/speed-checker/

Do this on both wireless & wired (if you have wired), but with never more than one device connected at a time.

Please can you paste the results here?

 

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please mark it as the Best Answer.
OCE's and Community Stars - Who are they? 

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Community Team - TT Staff

Hi Sianw,

 

I've run a test on your line, it's passing and not showing any disconnections since the 10th, have you noticed if the lights change on your router when the connection drops?

Chris

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Team Player

Somebody from TalkTalk rang me yesterday and said they have switched me to channel 11. It has been a little bit better since. The lights on the router don't change when my connection drops.

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Community Team - TT Staff

Hi Sianw,

 

Thanks for the update. How have you found the connection since your last post?

 

Thanks

 

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Team Player

It's still the same. Had enough of phone calls  to Talk talk now and the problem still exists, I am leaving in a couple of weeks. Just logged in to my account now and it says pending order faster fibre, I have not ordered this.

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Community Team - TT Staff

Hi Sianw

 

I'm really sorry to hear this.

 

If you contact our Customer Service Team then they can check this for you.

 

Thanks

 

Debbie

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Team Player

Is 01158600169 a Talk talk phone number.

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Community Team - TT Staff

Hi Sianw,

 

Have you been called from this number? If you have what did they say they were calling from TalkTalk?

Chris