Line buffering badly

[Heidi3]

The problem happens whether I use just my phone or whether there are a couple of devices running which could be when my partner  using his xbox and my son using his tablet. 

The buffering is intermittent as I explained before, speeds sometimes reduce to 7mb for the 37mb which it normally can be.

Perhaps the cap on the speed could be lifted for a day to see if it is this causing the problem?

Thanks

[OCE_Debbie]

Hi Heidi3

We don't cap the throughput speed. It may be worth arranging a TalkTalk engineer visit so they can complete some further testing.

Please can you power down your router for a full 30 minutes and then run a speed test using the TT speed tester so we can see the results?

Thanks

Debbie

[Heidi3]

I have done as you have asked and done a speed test after 30 minutes of router being switched off.

It shows the speed is fine which I was expecting but it still disconnects most of the time so I cannot even run a speed test at those times. 

I would suggest speed test needs to be done continuously for probably an hour to understand how it drops out like I am explaining.

[Heidi3]

 

[OCE_Karl]

Hi Heidi3

I've a new router on the way to you so this can be ruled out.

All other tests are passing and showing clear.

Thanks

Karl. 

[Heidi3]

Karl

I have just received a new router and wires and it has not made a difference, so another will not be needed. I have done all the things asked too and there is no change. 

[OCE_Karl]

Hi

OK, I'll hold off on the router if you have tested another.

Can you also confirm your home phone line is clear with a clear dial tone.

If it is then the only option is to get one of our engineers out to take a look.

Thanks

Karl. 

[Heidi3]

I can confirm that I have tested the phone line and it’s all clear with dial tone.

Thanks

[OCE_Karl]

Hi

All tests are clear but I can see a lot of errors from the WiFi.  

Can you confirm the router is about 1 metre away from any other electrical devices, so not on top of a TV or anything like that.

I've also made a manual change to your wifi channel to see if this helps.

Thanks

Karl. 

[Heidi3]

I can confirm the router is not near any electrical devices and just sits on a unit.

Just to confirm the problem of buffering and loosing connection is with both wired and wireless devices.

Will see if there is a difference now you have made some changes your end.

Thank you

[OCE_Karl]

Hi

OK, if the change does not reduce the errors or make any improvements then we will arrange the engineer for you.

Regards,

Karl.