Convention/dropped packets. Not my equipments.

[Magicukgs]

 

I’ve been with talk talk for 4 years and have always had a great and replaceable connection. I use a openreach hg612 in modem mode with my own router and mesh wifi. I’ve checked all devices wifi and wired and get the same.  I’ve changed the dsl filter to see if that made a difference.  Over the years I’ve always had beweeen 55mbs/68bms down and 17mbs plus upload (even full 20mb sync). I am not uploading anything to saturate the upload but am getting red on my broadband monitor so I know it’s an external issue.  Could someone please look into this and let me know if there is an issue with my port at the cabinet or errors on my line.  The sync on upload is now 13mbs but also streaming and online gaming are moment is stop start all the time when dropping packets. Today it’s been fine.  Please help. 

 

[Anonymous]

Hello again,

Our Network Team have checked this and advised that everything looks fine from our side and that we can't see any issues. Could you monitor the connection for a few days please.

Thanks

Michelle

[Anonymous]

Ok thanks. The team are checking for any potential network congestion issues so I'll let you know what they come back with.

Michelle

[Magicukgs]

Have unplugged my dsl modem and plugged back in. New IP 92.29.100.150. Will observe ping monitor. I would today was the longest sustained issue. A good 30 mins of everything failing. 

[Anonymous]

Hello,

Thank you. I've asked our Network Team now and will post back as soon as I have an update.

Thanks

Michelle

[Magicukgs]

As ya can. No loss of sync but huge amount of dropped packets and while streaming content stop starting over and over again. 

[Magicukgs]

I’ve messaged you. This morning while streaming stop starting. Ping monitor showing red and internet falling over again. It’s getting silly now and no one seems to be listening. I would like it sorted if not I may have to try another provider which is a shame after 4 years. 🙁

[Anonymous]

Hi,

Thanks for confirming. I've run a test on the line now which is clear. Could you run a wired ping and trace route when your connection is ok and then run another wired ping and trace route when this issue occurs and we can ask our Network Team to take a look. Please can you send the results to me via a Private Message.

Run a Ping or Traceroute - TalkTalk Help & Support

Thanks

Michelle

[Magicukgs]

This is wired connection. When I do a speed test I get the 55mbs though port but yesterday my phone kept being so slow so used my 4g. My kids were playing Xbox and they said it was very jumpy. It wasn’t anything internal. As ya can see on the ping monitor the external network suffered contention. Could this be escalated.l to find out what’s going on. I’ve been with talk talk for many years and have never experience this so assume it’s a local exchange issue or cabinet issue. If it starts happening at 6pm again then I’d assume it’s only happening in peak time. 

[Anonymous]

Hello,

I'm sorry to hear this. Can I just confirm, are you connected wired or wireless when this happens please? If you run a speed test at this time what throughput speeds are you seeing please?

Thanks

Michelle

[Magicukgs]

Also I’ve unplugged my DSL modem and still have same IP. Seems like it’s been attrocious for last few hours. If not improved in another week would it be possible to leave and look elsewhere.  Loyal customer for 4 years but everytime

i talk to chat they just try blame my equipment. 

[Magicukgs]

Could you investigate if a contention issue in my area. Just hit peak and getting red again. Seems strange. Sync is fine. 

[Anonymous]

Morning,

Thanks for the update and I'm glad to hear that your connection is now working ok.

Michelle

[Magicukgs]

The whole road was having issues. People all lost sync about 11am yesterday and all back up half an hour later. Seems like it was a cabinet issue. I’m connected and gone to 62mbs and 17mbs upload so all sorted in the end. 

[Anonymous]

Good morning,

Can you please update your community profile to include your:

• Name
• TalkTalk Telephone number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle

[ferguson]

If you would like the support team to look into this for you make sure that your personal details including TalkTalk phone number and/or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond. Bear in mind that they won't be back online until Monday. Also, they are likely to ask if you can test with a TalkTalk router so you may want to do that in the meantime.