Frequent disconnections and sync speeds lowered

[Maxine24]

Hello. 

I'm frequently disconnecting and my sync speeds are changing each time. 

Currently my speeds are ~21/13. 

I spoke to someone in the chat but I don't think their solution will resolve the issue, as I think the issue may lie with the exchange or cabinet.

The issues started around 1AM and have been ongoing since this morning/afternoon. 

Could someone take a look? Thanks.

[kanya-TT]

We can see you're using your own router. This may not be giving you the best possible Internet and TV service which limits the support we can give you.
Would you like to swap to the TalkTalk router we've sent, so we can fully support you? Please reply with 1 to swap to our router or 2 to continue with your current one.

Kanya

[Maxine24]

2.

If you want some context, I have been a TalkTalk user for many years, and the old router (I think it was the HG633) that was supplied was very poor.

[kanya-TT]

Can you tell me why you're not using the WiFi Hub we supplied?

1. It's been lost/damaged
2. I'm using my own router which I think is better
3. I was unable to set up your router so used my own
4. I have not received the new router

Please reply back 1, 2, 3 or 4 to confirm.

Kanya

[kanya-TT]

I am just going to check some information on your account.

This will take me a few moments to complete.

If you could bare with us.

Kanya

[Maxine24]

The connection seems more stable now, but the sync speeds are a little lower than they usually are.

I'll check again tomorrow. 

[kanya-TT]

A line test has not identified an issue outside your premises. As you've not made any changes before this issue started, the next step is to look at the router.

I'll guide you through the router checks - ensuring it's up to date and addressing any potential temporary issues that could have caused the connection drops.

If these steps don't resolve the issue then I'll look at other potential causes.

Kanya

[Maxine24]

No, nothing new or changes. 

[kanya-TT]

Have there been any recent changes in your home that could have impacted your service?

For example - new or replacement equipment, building work on the premises or damage to any wiring in or around the home

Kanya

[Maxine24]

No, it stays on 24/7.

[kanya-TT]

Okay we will need you to get it connected right, this is because we are able to resolve issues with the internet when a TalkTalk router. 

Do you regularly turn your broadband router off? For example, do you switch your router off at night

Kanya

[Maxine24]

Yes, but I have misplaced the AC adaptor. 

[kanya-TT]

Do you still have the one supplied by TalkTalk. 

Kanya

[Maxine24]

No it was not. 

[kanya-TT]

Thank you, but if I may ask do was this router supplied by TalkTalk.

Kanya

[Maxine24]

I don't use the TalkTalk router, but it's a Netgear D7000.

My connection is normally very stable, the issue isn't on my end. 

[kanya-TT]

We now need to capture the make and model of your router. This can be found on the back or underneath your router. Can you provide me with this please?

Kanya

[Maxine24]

I rarely receive or make calls on the landline. So that wouldn't be the issue. 

[kanya-TT]

That's interestng. Do you find that your internet cuts out whenever you make or receive phone calls from your landline?

Kanya

[Maxine24]

The router completely disconnects, there is no connection.

It happens everywhere. 

[kanya-TT]

Does the problem occur everywhere you try and use the WiFi, or just in certain parts of the house - for example upstairs, or outside the house?

Kanya