cancel
Showing results for 
would you rather see results for 
Did you mean: 
Need help?

Is Sagemcom router behind web page access problem?

Reply
td123
Chat Champion

As another example of my frustrations, due to the connection problems.it has taken me over 40 mins to post the above message

Community Team

Hi td123,

 

Have you noticed if the lights change on the router when you're unable to access webpages?

 

Apologies if you've already tried this but have you tried just connecting the laptop to the router leaving your TV and printer disconnected (or switched off if connected by wifi)?

Chris

td123
Chat Champion

@OCE_Chris  Hi Chris, I'm currently using the Sagemcom and not noticed any change with the single white light. I had a torrid time late yesterday with my connection regularly switching on/off sometimes at very short interval. Earlier this morning I had similar problems but it seems to have settled at the moment with no "Hmm ...cannot find this page" for about 35 minutes. 

 

I have to go out soon but if the Sagemcom is unstable when I try later I will swap to the HG635 and monitor the lights if problems occur.

 

These problems occur with the TV and printer switched off and switched on.

 

Ant thoughts about my question about the BT line/street cabinet/ 5C Mastersocket?

Community Team

Thanks for the information 

 

"I have to go out soon but if the Sagemcom is unstable when I try later I will swap to the HG635 and monitor the lights if problems occur."

 

OK thanks

 

"Ant thoughts about my question about the BT line/street cabinet/ 5C Mastersocket?"

 

Line problems can cause the router to lose sync and disconnect and there are disconnections showing but not really enough to explain the number times you experience page loading issues

 

If you're streaming music or video on your laptop does this get interrupted too? 

 

Chris

td123
Chat Champion

@OCE_Chris  When I got back the Sagemcom worked for a short while then multiple issues with webpage access and screen freeze so I swapped to the HG635. This was fine initially but then the "Hmm ...cannot reach this age" started. Regarding the lights the Internet;Wireless & Ethernet lights fluctuate between regular flashing and short periods of solid light status.

 

Regarding ping tests the usual spread of results in that several " Ping request could not find google.co.uk. Please check and try again" and sevaral Min & Max in the 15 - 17 range but 3 No. outliers giving Max results of  33ms; 27ms & 29ms.

 

Going online is increasingly becoming a real pain. I have found the incidences of problems are generally increasing and the time periods before getting back online are getting longer. I'm not sure what the answer is but we need to find it and find it soon please.

 

Community Team

OK thanks for the information. Do you use any streaming services such as Spotify, Amazon music, Youtube etc? If you do, do you experience any interruptions?

Chris

td123
Chat Champion
Sorry Chris, I forgot to include the info - I don't stream music at all and not much Y.Tube really either but have noted interruptions with it at times. I stream on the smart TV and have not had any problems.
Community Team

Have you noticed if you've been streaming on the TV without any issues at the same time that you're experiencing the page loading problems on the laptop?

Chris 

 

 

td123
Chat Champion

Not possible to say as if I'm watching the TV the laptop is not in use. 

Community Team

OK, how was it yesterday, line test is showing 2 reconnections


Chris

td123
Chat Champion

@OCE_Chris  Yesterday was grim. At times I would have 25/35 mins connection then the problems start but then it would be fine for 5 mins or so then maybe 20/25 mins to get webpages back, but only for a few minutes when issues start again and this process repeats.

 

Another odd thing was that at certain times I would have the "Hmm cannot reach this page" for several sites such as BBC; TripAdvisor;  Amazon & Google but at the same time speedtest.net (Ookla) would work and give my successful upload & down load results and also at the same time as this the ping test would fail giving a "Ping test could not find google.co.uk"

Community Team

Hi td123,

 

 

Thanks for the information. Can you run another set of pings and traceroutes on a wired device, to www.google.co.uk and can you copy and paste the results into a post (we need them like this so that we can pass the results over to our network team)

 

Can you also run 3 speed tests at least 30 minutes apart, on the My Account speed checker

 

Once we have this information we'll pass it on to our network team for further investigation 


Chris

td123
Chat Champion

The TT speed tester won't work . Message says 

 

Sorry, we can't run a speed test from your location.

The TalkTalk speed checker helps you find the upload and download speed on your computer or laptop. Please make sure you're at home when you run this test.  

 

Alternatively, try one of the following quick help options

 

However the speetest.net (Ookla) using a server in |Nottingham , approx. 35 miles away gives Ping : 20 D/load 36.68 & Upload 7.33

 

I spotted the 1st ping was high so ran again after trace. 

 

trace & pings friday 28th.jpg  I have just run 3rd ping  - this time more usual with Max & Min at 16ms

Community Team

OK thanks for trying the speed test 

 

Can you copy and paste the ping and traceroute results into a post (rather than posting a screen shot), instructions are below:

 

Right-click the title bar (the blue bar at the top) of the command prompt window, point to Edit, and then click Mark. Click the beginning of the text you want to copy. Press and hold down the SHIFT key, and then click the end of the text you want to copy (or you can click and drag the cursor to select the text).

 

When the text that you want to copy is highlighted right click the title bar again, point to edit again and click copy (the text should now be copied to the clip board and you can paste it into a post)

 

Thanks
Chris

td123
Chat Champion

@OCE_ChrisOkay here's some ping /trace run in the last few minutes :

 

Ping statistics for 216.239.38.120:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 15ms, Maximum = 17ms, Average = 16ms

C😕Users\trev>tracert google.co.uk

Tracing route to forcesafesearch.google.com [216.239.38.120]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.1
2 * * * Request timed out.
3 17 ms 12 ms 14 ms host-78-151-229-241.as13285.net [78.151.229.241]
4 11 ms 10 ms 10 ms host-78-151-229-240.as13285.net [78.151.229.240]
5 16 ms 16 ms 16 ms host-78-144-11-39.as13285.net [78.144.11.39]
6 16 ms 16 ms 16 ms host-78-144-4-35.as13285.net [78.144.4.35]
7 17 ms 16 ms 16 ms 108.170.246.161
8 16 ms 16 ms 17 ms 216.239.56.195
9 15 ms 16 ms 16 ms any-in-2678.1e100.net [216.239.38.120]

Trace complete.

C😕Users\trev>ping google.co.uk

Pinging forcesafesearch.google.com [216.239.38.120] with 32 bytes of data:
Reply from 216.239.38.120: bytes=32 time=16ms TTL=55
Reply from 216.239.38.120: bytes=32 time=17ms TTL=55
Reply from 216.239.38.120: bytes=32 time=37ms TTL=55
Reply from 216.239.38.120: bytes=32 time=16ms TTL=55

Ping statistics for 216.239.38.120:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 16ms, Maximum = 37ms, Average = 21ms

C😕Users\trev>tracert google.co.uk

Tracing route to forcesafesearch.google.com [216.239.38.120]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.1
2 * * * Request timed out.
3 11 ms 10 ms 10 ms host-78-151-229-241.as13285.net [78.151.229.241]
4 11 ms 10 ms 11 ms host-78-151-229-240.as13285.net [78.151.229.240]
5 15 ms 16 ms 16 ms host-78-144-11-39.as13285.net [78.144.11.39]
6 16 ms 16 ms 15 ms host-78-144-4-35.as13285.net [78.144.4.35]
7 16 ms 16 ms 16 ms 108.170.246.161
8 17 ms 16 ms 15 ms 216.239.56.195
9 15 ms 16 ms 33 ms any-in-2678.1e100.net [216.239.38.120]

Trace complete.

C😕Users\trev>ping google.co.uk

Pinging forcesafesearch.google.com [216.239.38.120] with 32 bytes of data:
Reply from 216.239.38.120: bytes=32 time=16ms TTL=55
Reply from 216.239.38.120: bytes=32 time=16ms TTL=55
Reply from 216.239.38.120: bytes=32 time=16ms TTL=55
Reply from 216.239.38.120: bytes=32 time=15ms TTL=55

Ping statistics for 216.239.38.120:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 15ms, Maximum = 16ms, Average = 15ms

 

and the latest  3 speed tests were :

 

Ping : 21     D/Lo ad: 38.22  Upload : 7.55

 

Ping : 16     D/Load: 34.16   Upload : 7.28

 

Ping : 18     D/Load: 39.15   Upload : 7.72

 

 

td123
Chat Champion
I forgot to say before I am currently on the HG635 & ethernet wired. Although I was having problems with it yesterday I have left it connected as swapping the routers too often just introduces more variables.
td123
Chat Champion

@OCE_Chris  Here are more ping/trace tests and as you can see high ping figures again

 

I have done more speed tests and results similar to those detailed earlier 

 

 

C😕Users\trev>ping google.co.uk
Ping request could not find host google.co.uk. Please check the name and try again.

C😕Users\trev>ping google.co.uk
Ping request could not find host google.co.uk. Please check the name and try again.

C😕Users\trev>ping google.co.uk

Pinging forcesafesearch.google.com [216.239.38.120] with 32 bytes of data:
Reply from 216.239.38.120: bytes=32 time=15ms TTL=55
Reply from 216.239.38.120: bytes=32 time=23ms TTL=55
Reply from 216.239.38.120: bytes=32 time=16ms TTL=55
Reply from 216.239.38.120: bytes=32 time=16ms TTL=55

Ping statistics for 216.239.38.120:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 15ms, Maximum = 23ms, Average = 17ms

C😕Users\trev>tracert google.co.uk

Tracing route to forcesafesearch.google.com [216.239.38.120]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.1
2 * * * Request timed out.
3 11 ms 11 ms 10 ms host-78-151-229-241.as13285.net [78.151.229.241]
4 11 ms 13 ms 12 ms host-78-151-229-240.as13285.net [78.151.229.240]
5 16 ms 16 ms 16 ms host-78-144-11-39.as13285.net [78.144.11.39]
6 37 ms 15 ms 16 ms host-78-144-4-35.as13285.net [78.144.4.35]
7 17 ms 17 ms 35 ms 108.170.246.161
8 16 ms 16 ms 21 ms 216.239.56.195
9 29 ms 34 ms 16 ms 216.239.38.120

Trace complete.

C😕Users\trev>ping google.co.uk
Ping request could not find host google.co.uk. Please check the name and try again.

C😕Users\trev>ping google.co.uk

Pinging forcesafesearch.google.com [216.239.38.120] with 32 bytes of data:
Reply from 216.239.38.120: bytes=32 time=36ms TTL=55
Reply from 216.239.38.120: bytes=32 time=15ms TTL=55
Reply from 216.239.38.120: bytes=32 time=15ms TTL=55
Reply from 216.239.38.120: bytes=32 time=16ms TTL=55

Ping statistics for 216.239.38.120:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 15ms, Maximum = 36ms, Average = 20ms

C😕Users\trev>tracert google.co.uk

Tracing route to forcesafesearch.google.com [216.239.38.120]
over a maximum of 30 hops:

1 11 ms <1 ms <1 ms 192.168.1.1
2 * * * Request timed out.
3 11 ms 10 ms 12 ms host-78-151-229-241.as13285.net [78.151.229.241]
4 10 ms 11 ms 10 ms host-78-151-229-240.as13285.net [78.151.229.240]
5 19 ms 15 ms 16 ms host-78-144-11-39.as13285.net [78.144.11.39]
6 36 ms 16 ms 16 ms host-78-144-4-35.as13285.net [78.144.4.35]
7 31 ms 30 ms 30 ms 108.170.246.161
8 16 ms 16 ms 25 ms 216.239.56.195
9 16 ms 16 ms 16 ms any-in-2678.1e100.net [216.239.38.120]

Trace complete.

C😕Users\trev>ping google.co.uk

Pinging forcesafesearch.google.com [216.239.38.120] with 32 bytes of data:
Reply from 216.239.38.120: bytes=32 time=16ms TTL=55
Reply from 216.239.38.120: bytes=32 time=16ms TTL=55
Reply from 216.239.38.120: bytes=32 time=16ms TTL=55
Reply from 216.239.38.120: bytes=32 time=27ms TTL=55

Ping statistics for 216.239.38.120:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 16ms, Maximum = 27ms, Average = 18ms

 

 

 

 

td123
Chat Champion

@OCE_Chris   @OCE_Michelle  @OCE_Debbie 

 

Hi All. Getting really fed up now web access on/off again over the last hour. Here are the ping tests covering this period - and as before high max ping figures plus incidences of no ping possible. TT speed tester still not working for me but Ookla/speedtest.net giving figures of Pings of 17; 20 & 29 Downloads of  39.5; 37.7 & 38.9 and Uploads of 6.4; 6.9 & 7.8.

 

The 18th Feb is turning into a black day as that's when I switched to fibre. My old broadband speed of 2.5 to 3.5Mbs was slow ……. but at least it worked!  I wish I'd never switched.

 

Any chance we can come up with a solution as I am paying for a service that is not fit for purpose

 

 

Pinging forcesafesearch.google.com [216.239.38.120] with 32 bytes of data:
Reply from 216.239.38.120: bytes=32 time=16ms TTL=54
Reply from 216.239.38.120: bytes=32 time=17ms TTL=54
Reply from 216.239.38.120: bytes=32 time=17ms TTL=54
Reply from 216.239.38.120: bytes=32 time=39ms TTL=54

Ping statistics for 216.239.38.120:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 16ms, Maximum = 39ms, Average = 22ms

C:\Users\trev>ping google.co.uk
Ping request could not find host google.co.uk. Please check the name and try again.

C:\Users\trev>google.co.uk
'google.co.uk' is not recognized as an internal or external command,
operable program or batch file.

C:\Users\trev>ping google.co.uk

Pinging forcesafesearch.google.com [216.239.38.120] with 32 bytes of data:
Reply from 216.239.38.120: bytes=32 time=27ms TTL=54
Reply from 216.239.38.120: bytes=32 time=17ms TTL=54
Reply from 216.239.38.120: bytes=32 time=16ms TTL=54
Reply from 216.239.38.120: bytes=32 time=16ms TTL=54

Ping statistics for 216.239.38.120:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 16ms, Maximum = 27ms, Average = 19ms

C:\Users\trev>ping google.co.uk
Ping request could not find host google.co.uk. Please check the name and try again.

C:\Users\trev>ping google.co.uk

Pinging forcesafesearch.google.com [216.239.38.120] with 32 bytes of data:
Reply from 216.239.38.120: bytes=32 time=41ms TTL=54
Reply from 216.239.38.120: bytes=32 time=38ms TTL=54
Reply from 216.239.38.120: bytes=32 time=39ms TTL=54
Reply from 216.239.38.120: bytes=32 time=27ms TTL=54

Ping statistics for 216.239.38.120:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 27ms, Maximum = 41ms, Average = 36ms

C:\Users\trev>ping google.co.uk

Pinging forcesafesearch.google.com [216.239.38.120] with 32 bytes of data:
Reply from 216.239.38.120: bytes=32 time=17ms TTL=54
Reply from 216.239.38.120: bytes=32 time=17ms TTL=54
Reply from 216.239.38.120: bytes=32 time=24ms TTL=54
Reply from 216.239.38.120: bytes=32 time=17ms TTL=54

Ping statistics for 216.239.38.120:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 17ms, Maximum = 24ms, Average = 18ms

C:\Users\trev>tracert google.co.uk

Tracing route to forcesafesearch.google.com [216.239.38.120]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.1
2 * * * Request timed out.
3 11 ms 11 ms 10 ms host-78-151-229-241.as13285.net [78.151.229.241]
4 11 ms 10 ms 11 ms host-78-151-229-240.as13285.net [78.151.229.240]
5 16 ms 16 ms 15 ms host-78-144-11-39.as13285.net [78.144.11.39]
6 16 ms 16 ms 16 ms 72.14.208.22
7 * * * Request timed out.
8 17 ms 16 ms 16 ms any-in-2678.1e100.net [216.239.38.120]

Trace complete.

Community Team

Thanks for running the tests.

 

I've passed this over to our network team for further investigation. If you don't hear anything later today or over the weekend can you bump the thread again on Monday

Thanks

Chris

td123
Chat Champion

@OCE_Chris 

 

I have switched back to the Sagemcom. It has been up and running for approx. 40hrs now and here are some ping/trace results

 

C:\Users\trev>ping google.co.uk

Pinging forcesafesearch.google.com [216.239.38.120] with 32 bytes of data:
Reply from 216.239.38.120: bytes=32 time=17ms TTL=54
Reply from 216.239.38.120: bytes=32 time=37ms TTL=54
Reply from 216.239.38.120: bytes=32 time=16ms TTL=54
Reply from 216.239.38.120: bytes=32 time=16ms TTL=54

Ping statistics for 216.239.38.120:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 16ms, Maximum = 37ms, Average = 21ms

C:\Users\trev>ping google.co.uk

Pinging forcesafesearch.google.com [216.239.38.120] with 32 bytes of data:
Reply from 216.239.38.120: bytes=32 time=16ms TTL=54
Reply from 216.239.38.120: bytes=32 time=21ms TTL=54
Reply from 216.239.38.120: bytes=32 time=16ms TTL=54
Reply from 216.239.38.120: bytes=32 time=16ms TTL=54

Ping statistics for 216.239.38.120:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 16ms, Maximum = 21ms, Average = 17ms

C:\Users\trev>tracert google.co.uk

Tracing route to forcesafesearch.google.com [216.239.38.120]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms ttrouter [192.168.1.1]
2 * * * Request timed out.
3 10 ms 10 ms 10 ms host-78-151-229-241.as13285.net [78.151.229.241]
4 10 ms 10 ms 10 ms host-78-151-229-236.as13285.net [78.151.229.236]
5 15 ms 24 ms 15 ms host-78-144-11-185.as13285.net [78.144.11.185]
6 15 ms 15 ms 15 ms 74.125.51.108
7 * * * Request timed out.
8 27 ms 15 ms 16 ms any-in-2678.1e100.net [216.239.38.120]

Trace complete.