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New Customer - can't load web pages and technical support are useless

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23 REPLIES 23
kalozo
Conversation Starter

This is my third attempt to post. For some reason my messages never get posted to the board.

 

I transferred to Talktalk broadband on 6th December and completely regret the move. The broadband is near useless and technical support is hopeless - they haven't a clue and are completely ignorant.

 

The speed is fine. BUT there is an intermittant problem and web pages will not load. It is random. Sometimes pages load some times they don't and time out. It is happening across all devices.

 

This is a last attempt before cancelling within the 30 day satisfaction guarantee. Is there anyone in Talktalk who knows what they are doing and can help?

 

kalozo
Conversation Starter
My laptop has now also started dropping off the wi-fi - it goes from full signal one minute to disconnected the next
Community Team

Hi kalozo,

 

I'm sorry to hear this and I'll take a look now. I've run a test on the line which hasn't detected a fault and the connection stats look ok. Just to confirm, do you also experience the intermittent web pages if you connect wired? Which router are you using? (make and model)

 

Thanks

 

kalozo
Conversation Starter

Unfortunately, I don't have any devices with ethernet connectivity - everything in the house is wireless.

 

On the back of the router it says device Ver: FAST 5364-3.T8

 

Thanks

kalozo
Conversation Starter

I have just looked at the error logs - they are full of DNS name resolution failures

kalozo
Conversation Starter
Date/Time Severity Module Message
13.12.2018 07:49:19 Error DNS
DNS name resolution failure (geo-um.btrll.com)
13.12.2018 07:50:48 Error DNS
DNS name resolution failure (geo-um.btrll.com)
13.12.2018 07:52:18 Error DNS
DNS name resolution failure (geo-um.btrll.com)
13.12.2018 07:53:20 Error DNS
DNS name resolution failure (geo-um.btrll.com)
13.12.2018 07:55:31 Error DNS
DNS name resolution failure (geo-um.btrll.com)
13.12.2018 07:57:04 Error DNS
DNS name resolution failure (a.e.d.0.e.c.4.c.7.c.c.7.b.9.c.6.0.0.0.0.e.e.d.d.c.c.b.b.a.a.d.f)
13.12.2018 07:57:04 Error DNS
DNS name resolution failure (4.c.2.9.e.a.e.f.f.f.7.6.1.b.6.0.0.0.0.0.e.e.d.d.c.c.b.b.a.a.d.f)
13.12.2018 07:58:20 Error DNS
DNS name resolution failure (geo-um.btrll.com)
13.12.2018 07:59:01 Error DNS
DNS name resolution failure (geo-um.btrll.com)
13.12.2018 07:59:21 Error DNS
DNS name resolution failure (geo-um.btrll.com)
13.12.2018 07:59:29 Error DNS
DNS name resolution failure (canonicalizer.ucsuri.tcs)
13.12.2018 07:59:29 Error DNS
DNS name resolution failure (canonicalizer.ucsuri.tcs)
13.12.2018 07:59:57 Error DNS
DNS name resolution failure (geo-um.btrll.com)
13.12.2018 08:00:37 Error DNS
DNS name resolution failure (130.252.185.132.in-addr.arpa)
13.12.2018 08:00:55 Error DNS
DNS name resolution failure (geo-um.btrll.com)
13.12.2018 08:00:55 Error DNS
DNS name resolution failure (108.51.125.74.in-addr.arpa)
13.12.2018 08:01:12 Error DNS
DNS name resolution failure (218.249.85.209.in-addr.arpa)
13.12.2018 08:01:18 Error DNS
DNS name resolution failure (83.242.125.74.in-addr.arpa)
13.12.2018 08:01:24 Error DNS
DNS name resolution failure (211.241.85.209.in-addr.arpa)
13.12.2018 08:01:30 Error DNS
DNS name resolution failure (236.57.239.216.in-addr.arpa)
Community Team

Hi kalozo,

 

Thanks for confirming this. Have you tried a few different wireless channels to see how the connection compares?

 

Thanks

 

kalozo
Conversation Starter

The engineer moved it to channel 11 when they visited. This has made no difference. I have turned off 5Ghz and that has also made no difference.

Community Team

Hi kalozo

 

Apologies for this.

 

Have you tested with a different router?

 

Thanks

 

Debbie

kalozo
Conversation Starter

No I have only tried with this router.

 

I have thr old EE Brightbox 2 router. Is it possible to configure this to test?

kalozo
Conversation Starter

My internet radio is now also constantly dropping out. It never once dropped out on the previous EE service.

 

The situation is getting progressively worse...

Community Team

Hi kalozo

 

I think we should send a HG633 router for testing purposes just to see how the connection compares. Would you like me to arrange this?

 

Thanks

 

Debbie

kalozo
Conversation Starter
Community Team

Hi kalozo 

 

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

 

Let us know how the connection compares with this router.

 

Thanks

 

Debbie

kalozo
Conversation Starter

The replacement router seems to have improved the overall performance of the internet.

 

However, the wi-fi is frequently dropping out. Last night we had the wi-fi drop out 5 times within the space of an hour while trying to stream BBC iPlayer.

 

Are there any settings to improve the wi-fi stability?

 

Thanks

Community Team

Hi kalozo

 

Thanks for keeping us updated. Have you tested different wireless channels?

 

Change your wireless channel

 

Thanks

 

Debbie

kalozo
Conversation Starter

i have tried on different channels - no improvement,

 

Internet (or wi-fi?) constantly dropping out - internet radio and video streaming impossible. Two very grumpy children who can't watch Christmas movies.

 

Talktalk has until 5th January to sort this out otherwise I will be leaving under the 30 day customer satisfaction guarantee and going elsewhere.

Community Team

Hi kalozo

 

I'm really sorry to hear this.

 

Are any devices connected wired also dropping connection?

 

Thanks

 

Debbie

 

 

kalozo
Conversation Starter

I have tried every channel and it makes no difference. On Christmas day we were unable to stream any music or movies for more than 10 minutes at a time - not great with a full house.

 

The only way I have been able to get a stable service is:

 

1) Configure the HG633 as a modem only and switch off wi-fi

2) Configure the Sagemcom FAST 5364 as a wi-fi access point only (effectively passing through with DHCP disabled)

 

This would suggest that neither box is fit for purpose. Sagemcom FAST 5364 - this does not work properly as a modem/router. HG633 - the wi-fi is utter rubbish.

 

This isn't a viable long term solution as I am guessing this configuration is unsupported by Talktalk. Please can you arrange for an alternative supported router to be supplied that is fit for purpose. I have seen other customers have been provided with a Linksys?

 

We are running out of time before I exercise my cancellation under the 30 day satisfaction guarantee by 5th Jan.

 

Thanks 

Community Team

Hi kalozo

 

I'm sorry to hear this.

 

We can send a DSL3782 router for testing to see how the connection compares with this router. Would you like me to arrange this?

 

Thanks

 

Debbie