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Buffering and reduced quality

harvi
Whizz Kid
Message 39 of 39

TV is buffering and can’t watch 4K, regularly server not found when using safari on phone. Please can you check for a fault. 

I generally have to turn my awful hg633 off and on every 40 days to resolve these issues- each time DLM drops my speed. 

 

These were my stats 12 months ago, contrast them with stats currently shown on screen shots below.

 

ps please can you let me know my contract end date 

 

thanks

 

8F5B9760-90E4-4880-A52A-5EE8420EA907.jpeg

 

78720BE6-4686-4664-A6BB-62F124B633CC.png

 

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38 REPLIES 38

Message 1 of 39

Hi harvi,

 

I'm sorry to hear this and please let us know how you get on.

 

Thanks

 

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Message 2 of 39

Just to add additional frustration to the all round poor service - I’ve just taken time out of work to accept delivery of new router via DHL, only to receive text saying I was out when they called - when I was sat in front room with my eyes on the front door!!!

Now having to collect myself from ‘local’ shop.

As you have purchased their service, you’re best placed to complain. I tried, but only automated options with nothing about complaints!!!!!

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Message 3 of 39

Ok

thanks

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Message 4 of 39

Hi harvi

 

I'm really sorry to hear this.

 

I have ordered a HG633 router, please allow 24-48hrs for this to arrive.

 

Let us know how you get on.

 

Thanks

 

Debbie

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Message 5 of 39

Hi

I’ve just attempted communication via live chat - utterly painful and very time consuming! A circular conversation about Fault management already dealing with the issue.

please could you send another HG633 for testing

thanks.

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Message 6 of 39

Hi harvi

 

Yes you can use the Live Chat facility to contact our Customer Service Team.

 

Thanks

 

Debbie

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Message 7 of 39

Is customer services the same as chat on the website? If not what are their contact details. 

I will contact them and let you know 

thanks

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Message 8 of 39

Hi harvi

 

We can send a replacement HG633 or DSL3782 router for testing via the Community.

 

If you contact our Customer Service Team then they can discuss sending a Wifi Hub.

 

Thanks

 

Debbie

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Message 9 of 39

For the current issue, I’ve only tested with the hg633. In the past I tried with the DSL- but, like I say it just synced more slowly anyway

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Message 10 of 39

Hi harvi

 

Apologies for this.

 

Have you tested with both the HG633 and DSL3782 routers?

 

Thanks

 

Debbie

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Message 11 of 39

Hi

I appreciate that you want to see how the line settles - however I currently have no functioning internet. Throughput has dropped to 4, web pages struggle to load and I’m sending this via 4G. DLM adjusted again last night- states syncing at 50. (Still below min guarantee) and upload lowest it’s ever been.

Openreach couldn’t detect fault on line, all filters and cables changed. 12 months ago I ended trying 3 different routers to get a similar problem sorted. 

Do you think it maybe worth trying a different one? Please not the DSL one as I tried one previously and it took 5Mbps off the sync rate of an already poor connection.

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Message 12 of 39

Hi harvi

 

I'm sorry to hear this.

 

I've completed a further line test which hasn't detected any faults and the connection appears to be stable. Your line is in sync at 45.8mb.

 

Please can you continue to monitor the connection for a couple of days and let us know how you get on.

 

Thanks

 

Debbie

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Message 13 of 39

075C0E51-53CE-4F74-BC24-203A8F1CEE48.png

 

Looks like problem hasn’t resolved. DLM reset overnight down another 5 Mbps on sync.

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Message 14 of 39

ok

 

thanks

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Message 15 of 39

Hi harvi

 

Thanks for keeping us updated.

 

If the fault has been fixed then DLM should start to change the line profile. Please can you leave the router switched on and post back on this thread in 48hrs, we can then check the connection stats again.

 

Thanks

 

Debbie

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Message 16 of 39

Hello,

 

Openreach engineer has just left. He replaced the faceplate and found an issue when our phone was plugged in that caused errors. Until I buy new phone, will not know if this is an on going issue.

 

Engineer reset DLM - however, still syncing at 50. He said leave this for a few days, and if it's still not improved to let you know. Interestingly, he said that sometimes DLM resets do not take with TalkTalk, and that that I should request you initiate a reset - he was insistent this is possible ( although I know it is regularly denied on this forum).

 

I am tempted to restart router - he did not do this, saying it was unnecessary. He said leave alone for 24 hours....

 

I'll see if things improve - at present still below min guaranteed speed.

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Message 17 of 39

Hi harvi

 

Thanks for keeping us updated.

 

Please let us know how you get on following the engineer visit.

 

Thanks

 

Debbie

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Message 18 of 39

Just for info....

throughput speed dropped to 6 - sync 47.

Turned router off for 30 mins and syncing at 54 now, throughput recovered.All in test socket.

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Message 19 of 39

No Problem 🙂

 

Any issues after the visit, please let me know.

 

Karl 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

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Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


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Message 20 of 39

Ok

thanks

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