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Slower fibre and pages timing out since new router and line noise fixed

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peterp1
Super Duper Contributor

Hi sorry for the long post but....
On the 12th Jan woke to find only the power light (green) and the internet light (red) showing on my HG535 router. Borrowed a router (same model) and using all the same cables everything worked OK.
Made contact via chat and could not convince the operative that the router was faulty. During the chat he told me to remove the loan router and refit the faulty one and despite remonstrating with him that it would disconnect the chat conversation, he wouldnt believe me so I did what he asked with the result of losing the chat conversation even when putting the good router back on.
Giving up I phoned, even this operative would not believe me and insisted on sending out an engineer on the following Tuesday (15th) saying he would bring a replacement router.
Engineer arrived plugged in his test router, confirmed mine was faulty and then said "I will get one sent out to you". He said they were no longer allowed to swop out routers. At the same time I told him the line was noisy, he checked it and confirmed it was saying he would report that too.
New router (DSL3782) arrived on Thursday 17th and was fitted and all seemed fine but then some web pages were timing out. Did a speed test to find (when I eventually got connected to it) that ping times had increased from 15ms to 22/23ms, upload had dropped from 37mbps (this has always been constant 36-37 since I first got fibre many years ago) to 29.6 and download had dropped a little form 6.1 to 5.8. I tried the borrowed HG535 with no improvements.
Had follow up call from TT line manager (Christine), as promised on Saturday 19th. I told her all the above and she said there was a fault and this would be passed onto Open Reach and would take 72 hours (Wednesday 23rd) and she promised a follow up call on the Friday 25th.
Being impatient and that the 72 hours had passed, I again got on chat (Thursday 24th) to be told Open Reach were unable to contact me to update but it was taking longer than 72 hours to fix but they would chase Open Reach, they also took my mobile number for updates, none recieved to date.
This morning I got the follow up call from Michael, a line manager, I told him I was now very unhappy, he carried out some test to tell me the latest speed test results were within acceptable limits, I told him he was wrong and whilst this was going on I did another speed test, ping was 23ms, download 29Mbps but then the test just stopped and never gave me a upload result, twice it did this whilst on the phone to him. He said he had made some alterations his end and to try it for 72 hours and they would call me back on Monday. For an hour it was better (not good but better) it has now reverted back to how it was.
I did not have this issue of pages timing out until something was done to cure the line noise. While the speed test show a drop I don’t think the line speed is the issue, I never had pages timing out when on ordinary broadband at 1.5 to 2Mbps, so this shouldn’t happen on 35Mbps fibre!
Most test done on a desktop wired to the router but some done on my laptop (to eliminate a computer fault) both hard wired and wireless with little or no change. I am on fibre to the nearest cabinet (.8 mile away) and then copper from there to the house.
Can an OCE get please get involved with this as it now 12 days since the intial problem with another 2 to pass before a line manager gives me even more duff information on Monday.

Thanks in adavance and sorry for the long post.

Divsec
Community Star
Hi Peter, your post has been flagged for assistance, the team here work office hours so it might be Monday.
Regards Divsec, I don't work here, know little, and have too many opinions.
peterp1
Super Duper Contributor
Thank you Divsec.
Community Team

Hi peterp1,

 

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, is it all web pages which time out or is this intermittent? Is the line still clear of any noise?

 

Thanks

 

peterp1
Super Duper Contributor

Hi Michelle

I had a follow up call this morning and Rose also said line test showed no problem, she did a router reset (as I assume Micheal did on Friday) and adivised I turned off the router for 30 mins, this I did (between 9.50 & 10.45) at the time it again behaved. I was able to complete a speed test but within the hour the speed test would only do the download part of the test. When it came to the upload the page just waited and waited for that test to start.

In using your speed test page i am only using it because 9 times out of 10 the above happens however when buying something from e bay this morning and paying with paypal the connection to Paypal timed out.

The same can happen when I use google to search and click on a link, some respond imediatly while others time out. This happens irespective of what router (d link or HG635) or computor (desktop wired, laptop wireless and wired & i phone wireless) I use so I am sure its not router or computor orintated. It seems to have happened since the line noise was attended to as it was Ok both with the replacement router and the borrowed Hg up to the 17th.

The line is clear of noise.

Community Team

Hi peterp1,

 

Thanks for the additional information. Could you run a wired ping and trace route the next time you experience this issue and post the results into the thread please.

 

Run a Ping or Traceroute

 

Thanks

 

peterp1
Super Duper Contributor

Ok will do, thanks Michelle.

Community Team
peterp1
Super Duper Contributor

Below is the information (I hope) that you wanted MIchelle

 

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

 

Tracing route to google.co.uk [216.58.208.131]

over a maximum of 30 hops:

 

  1    <1 ms    <1 ms     1 ms  TALKTALK [192.168.1.1]

  2     *        *        *     Request timed out.

  3    14 ms    17 ms    14 ms  host-78-151-229-241.as13285.net [78.151.229.241]

  4    14 ms    15 ms    14 ms  host-78-151-229-236.as13285.net [78.151.229.236]

  5    19 ms    19 ms    19 ms  host-78-144-11-185.as13285.net [78.144.11.185]

  6    20 ms    19 ms    19 ms  74.125.51.108

  7     *        *        *     Request timed out.

  8    20 ms    20 ms    20 ms  108.170.234.160

  9    21 ms    21 ms    21 ms  74.125.242.115

 10    21 ms    22 ms    22 ms  209.85.250.185

 11    20 ms    20 ms    21 ms  216.239.57.236

 12    22 ms    21 ms    21 ms  108.170.246.161

 13    20 ms    20 ms    20 ms  216.239.46.13

 14    20 ms    20 ms    20 ms  lhr25s08-in-f3.1e100.net [216.58.208.131]

 

Trace complete.

 

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

 

Pinging google.co.uk [216.58.208.131] with 32 bytes of data:

Reply from 216.58.208.131: bytes=32 time=20ms TTL=53

Reply from 216.58.208.131: bytes=32 time=20ms TTL=53

Reply from 216.58.208.131: bytes=32 time=20ms TTL=53

Reply from 216.58.208.131: bytes=32 time=20ms TTL=53

 

Ping statistics for 216.58.208.131:

    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),

Approximate round trip times in milli-seconds:

    Minimum = 20ms, Maximum = 20ms, Average = 20ms

 

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

'C:\Users\culha' is not recognized as an internal or external command,

operable program or batch file.

 

C:\Users\culha>

C:\Users\culha>Pinging google.co.uk [216.58.208.131] with 32 bytes of data:

'Pinging' is not recognized as an internal or external command,

operable program or batch file.

 

C:\Users\culha>Reply from 216.58.208.131: bytes=32 time=20ms TTL=53

'Reply' is not recognized as an internal or external command,

operable program or batch file.

 

C:\Users\culha>Reply from 216.58.208.131: bytes=32 time=20ms TTL=53

'Reply' is not recognized as an internal or external command,

operable program or batch file.

 

C:\Users\culha>Reply from 216.58.208.131: bytes=32 time=20ms TTL=53

'Reply' is not recognized as an internal or external command,

operable program or batch file.

 

C:\Users\culha>Reply from 216.58.208.131: bytes=32 time=20ms TTL=53

'Reply' is not recognized as an internal or external command,

operable program or batch file.

 

C:\Users\culha>

C:\Users\culha>Ping statistics for 216.58.208.131:

Ping request could not find host statistics. Please check the name and try again.

 

C:\Users\culha>    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),

'Packets:' is not recognized as an internal or external command,

operable program or batch file.

 

C:\Users\culha>Approximate round trip times in milli-seconds:

'Approximate' is not recognized as an internal or external command,

operable program or batch file.

 

C:\Users\culha>    Minimum = 20ms, Maximum = 20ms, Average = 20ms

'Minimum' is not recognized as an internal or external command,

operable program or batch file.

peterp1
Super Duper Contributor

I just posted the below but it is not showing so have redone it.

Microsoft Windows [Version 10.0.17134.523]
(c) 2018 Microsoft Corporation. All rights reserved.

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

Tracing route to google.co.uk [216.58.208.131]
over a maximum of 30 hops:

1 <1 ms <1 ms 1 ms TALKTALK [192.168.1.1]
2 * * * Request timed out.
3 14 ms 17 ms 14 ms host-78-151-229-241.as13285.net [78.151.229.241]
4 14 ms 15 ms 14 ms host-78-151-229-236.as13285.net [78.151.229.236]
5 19 ms 19 ms 19 ms host-78-144-11-185.as13285.net [78.144.11.185]
6 20 ms 19 ms 19 ms 74.125.51.108
7 * * * Request timed out.
8 20 ms 20 ms 20 ms 108.170.234.160
9 21 ms 21 ms 21 ms 74.125.242.115
10 21 ms 22 ms 22 ms 209.85.250.185
11 20 ms 20 ms 21 ms 216.239.57.236
12 22 ms 21 ms 21 ms 108.170.246.161
13 20 ms 20 ms 20 ms 216.239.46.13
14 20 ms 20 ms 20 ms lhr25s08-in-f3.1e100.net [216.58.208.131]

Trace complete.

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

Pinging google.co.uk [216.58.208.131] with 32 bytes of data:
Reply from 216.58.208.131: bytes=32 time=20ms TTL=53
Reply from 216.58.208.131: bytes=32 time=20ms TTL=53
Reply from 216.58.208.131: bytes=32 time=20ms TTL=53
Reply from 216.58.208.131: bytes=32 time=20ms TTL=53

Ping statistics for 216.58.208.131:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 20ms, Maximum = 20ms, Average = 20ms

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

C:\Users\culha>
C:\Users\culha>Pinging google.co.uk [216.58.208.131] with 32 bytes of data:
'Pinging' is not recognized as an internal or external command,
operable program or batch file.

C:\Users\culha>Reply from 216.58.208.131: bytes=32 time=20ms TTL=53
'Reply' is not recognized as an internal or external command,
operable program or batch file.

C:\Users\culha>Reply from 216.58.208.131: bytes=32 time=20ms TTL=53
'Reply' is not recognized as an internal or external command,
operable program or batch file.

C:\Users\culha>Reply from 216.58.208.131: bytes=32 time=20ms TTL=53
'Reply' is not recognized as an internal or external command,
operable program or batch file.

C:\Users\culha>Reply from 216.58.208.131: bytes=32 time=20ms TTL=53
'Reply' is not recognized as an internal or external command,
operable program or batch file.

C:\Users\culha>
C:\Users\culha>Ping statistics for 216.58.208.131:
Ping request could not find host statistics. Please check the name and try again.

C:\Users\culha> Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
'Packets:' is not recognized as an internal or external command,
operable program or batch file.

C:\Users\culha>Approximate round trip times in milli-seconds:
'Approximate' is not recognized as an internal or external command,
operable program or batch file.

C:\Users\culha> Minimum = 20ms, Maximum = 20ms, Average = 20ms
'Minimum' is not recognized as an internal or external command,
operable program or batch file.

C:\Users\culha>
C:\Users\culha>C:\Users\culha>

peterp1
Super Duper Contributor

Hi Michelle

I have twice posted the info you wanted but has not appeared on here. It seems from the e mails I have just got that it is being held by your spam filters.

Have just tried a third time but again rejected as spam.

peterp1
Super Duper Contributor
Third attempt to post info requested below
Microsoft Windows [Version 10.0.17134.523]
(c) 2018 Microsoft Corporation. All rights reserved.

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

Tracing route to google.co.uk [216.58.208.131]
over a maximum of 30 hops:

1 <1 ms <1 ms 1 ms TALKTALK [192.168.1.1]
2 * * * Request timed out.
3 14 ms 17 ms 14 ms host-78-151-229-241.as13285.net [78.151.229.241]
4 14 ms 15 ms 14 ms host-78-151-229-236.as13285.net [78.151.229.236]
5 19 ms 19 ms 19 ms host-78-144-11-185.as13285.net [78.144.11.185]
6 20 ms 19 ms 19 ms 74.125.51.108
7 * * * Request timed out.
8 20 ms 20 ms 20 ms 108.170.234.160
9 21 ms 21 ms 21 ms 74.125.242.115
10 21 ms 22 ms 22 ms 209.85.250.185
11 20 ms 20 ms 21 ms 216.239.57.236
12 22 ms 21 ms 21 ms 108.170.246.161
13 20 ms 20 ms 20 ms 216.239.46.13
14 20 ms 20 ms 20 ms lhr25s08-in-f3.1e100.net [216.58.208.131]

Trace complete.

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

Pinging google.co.uk [216.58.208.131] with 32 bytes of data:
Reply from 216.58.208.131: bytes=32 time=20ms TTL=53
Reply from 216.58.208.131: bytes=32 time=20ms TTL=53
Reply from 216.58.208.131: bytes=32 time=20ms TTL=53
Reply from 216.58.208.131: bytes=32 time=20ms TTL=53

Ping statistics for 216.58.208.131:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 20ms, Maximum = 20ms, Average = 20ms
Community Team

Hi peterp1,

 

I'm sorry for the delay. I've moved them out of the spam section now. The results look ok, just to confirm did you run the tests when you were experiencing this issue?

 

Thanks

 

peterp1
Super Duper Contributor

Thanks for rescuing the info and yes they were taken while the problem occurred. I also filmed the issue as it happened, can confirm that all router lights were green with the internet, wireless & ethernet ones flickering.
Out of curiosity I carried out the same test with my browser closed and could not see much difference either, but I am no expert.

I dont know if this is relevant but the speed test seem to stutter quite a lot at the begining before building up to there final speed. I attach a copy of the latest one.

 

Community Team

Hi peterp1,

 

Thanks for confirming this. Is this still also happening a few different devices?

 

Thanks

 

peterp1
Super Duper Contributor
Hi Michelle
Can confirm is happening on all devices still.
I have just tried connecting to test socket, replacing ADSL lead and Ethernet cable with no improvement, just in case.
Community Team

Hi peterp1

 

As the line tests are not detecting any issues and you have tested with different routers then it would be worth arranging a TT engineer visit to complete some further testing.

 

Would you like us to arrange this?

 

Thanks

 

Debbie

peterp1
Super Duper Contributor
Hi Debbie
Yes please and asap if you could, just want this sorted as now working from home and it's causing all sorts of problems for me.
If I would pin point anything this seemed to happen about the time Open Reach attended to the line noise. Connection was perfect when the new router was put into service (17th January) but problems happened within 24 hours or so after this, if that helps.
I am at home most days so any time and any day.
thank you.
Community Team

Hi peterp1

 

I've checked this with our Network Team and they have asked if you could run a wired speed test with just one device connected?

 

If the speed is still slow then I will send you the details so we can arrange a TalkTalk engineer visit.

 

Thanks

 

Debbie

peterp1
Super Duper Contributor

Hi Debbie

The last test I sent you only had the desktop (wired) and i phone (wireless) connected.

Have done another test with desktop only connected (wired) and this is attached.

Just for clarification, I am not to hung up on the speed issue too much despite it seems eratic on start up.

It is pages timing out, for example had to make 3 attempts to get into my TT mail just now to read your reply (attached is a screen shot of same) and as I said previously it did the same thing during a purchase with PayPal.

FYI it does the same with Google Chrome and MS Edge so it's not a browser problem, I dont think.

Peter