Broadband speed drops after few hours

[ChrisB1]

I have had problems with my broadband for a few months now, but they have recently got worse.

Immediately after powering off my router (for half an hour sometimes) and powering on again, the speeds are good (30-40 Mbps for downloads, 7 Mbps for uploads).  However, after a couple of hours, the download speed is typically 1-2 Mbps, and a few hours later it is 0.5 Mbps or even dead altogether.  Wired and wireless connections show the same speed, as do laptops and mobile phones.  I can reset the modem again, which gives an improvement, but the problem always comes back again.

[Michelle-TalkTalk]

Morning Chris,

Thanks for the update 🙂 If anything does change then please let us know 🙂

Michelle

[ChrisB1]

Hello Michelle,

I didn't have the opportunity to check during the weekend, but it is still pretty good this morning.  (I am getting a download speed of 41.8 Mbps, compared with 42.6 on Friday and 47 to 45 with the previous router over the 12 days it worked.)

I will package up the old (dead) router and get it sent back to you today.

Chris

[Michelle-TalkTalk]

Hi Chris,

Thanks for the update. How has your connection been over the weekend?

Thanks

Michelle

[ChrisB1]

Thanks Debbie.  The replacement router arrived a couple of hours ago.  It is now connected, and working well.  (Maybe a couple of Mbps slower than when I measured with the previous one on Sunday - 42.6 compared with 45.3 - though I don't know if that is significant.  It is still good.)

Let's hope it continues to work for a lot longer than the previous one did!

Chris

[Debbie-TalkTalk]

Hi Chris

Thanks for your reply.

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

Let us know how the connection compares with this router.

Debbie

[ChrisB1]

The router is plugged directly into the master socket, where the phone line enters the building.  (Is that what you mean?)  I know I can remove the cover plate from the socket, but then I would need to use a filter/splitter to have the correct socket for the broadband connection.

I don't know if it is helpful to state that not only do I not have any broadband connection out to the internet, also phone & laptops can no longer see any Wireless signal at all.  (I have also tried a direct ethernet connection instead of WiFi, but still have no network connection.)

If you could send a replacement router to try, that would be very helpful.  It was working so well for 11 days after you sent the otehr one!!

Chris

[Debbie-TalkTalk]

Hi Chris

I'm really sorry about this.

Is the router currently at the test socket? I've completed a line test and this is clear, no faults detected.

Would you like me to send another router?

[ChrisB1]

Hi Debbie,

I was away for a couple of days.  I'm now back, and have tried the factory reset but it has made no difference whatsoever.  Do you have any other suggestions?

Chris

[Debbie-TalkTalk]

Hi Chris

How are you getting on? Have you tried the factory reset?

[Debbie-TalkTalk]

Hi Chris

I'm really sorry to hear this.

Have you tried factory resetting the router using the pin hole reset for ten seconds?

[ChrisB1]

Since you sent the new router, my internet has (as I previously described) been great for almost 2 weeks - until today.  Now I have no connection at all.  I just tried turning the new router off for 1/2 hour and back on.  It will not connect.  After showing a blinking amber light, then blinking amber/white for quite a time, it just goes to solid amber.

Could the new router have died already?

Chris

[Debbie-TalkTalk]

Hi @ChrisB1 

I'm so glad to hear that the router has arrived and that the speed has improved, thanks for letting us know 🙂

Yes please can you can return the old router using the pre paid returns bag - Thank you.

I've also sent you a Private Message with a link to a short survey for the Community.

Thanks again.

Debbie

[ChrisB1]

Hi Debbie,

Yes, thank you for the prompt delivery.  It arrived yesterday and my broadband speed looks very good.  I ran it all yesterday with very little decrease in speed.  Today I have reconnected the YouView box (via Ethernet over the mains) and also a WiFi range extender.  I am continuing to monitor, but so far everything looks good.  The speed (as indicated by Speedtest) has dropped by about 4% since yesterday morning, not by 95% or more after a few hours as it did with the old router!  I wish that I had contacted you about this months ago!

Would you like me to package up the old router in the returns bag and send it back to you?

Chris

[Debbie-TalkTalk]

Hi ChrisB1

Have you received the router?

[Debbie-TalkTalk]

Hi ChrisB1

Thanks for your reply 🙂

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

Let us know how the connection compares with this router.

Debbie

[ChrisB1]

Yes please, it would be good to check that.

[Debbie-TalkTalk]

Hi ChrisB1

I'm sorry to hear this.

The line tests are clear - No Faults detected. The line is currently in sync at just under 46mb.

Would you like me to send a replacement router for testing so we can rule this out?