Have to reset router every day or 2 to fix slow/unusable internet and talk talk offer no help

[Ashbroad]

Problem always arises trying to watch tv apps such as Disney+ or Netflix etc. Slow to load and then will glitch and freezer every second or 2. Completely unusable even if I turn the quality down on Disney. Most times it can be sorted temporarily by restarting the router. If I do a live chat they reset something and it always works. But again only for a day or 2 then fails again. Starting the cycle again. Problem happens on both our TV’s and one is on a Ethernet cable to eliminate the signal/ Wi-Fi as the issue. I’m out if ideas and talk talk don’t want to know. I would leave and get internet somewhere else but don’t want to have to pay a cancellation fee. It’s fibre 65, we didn’t have any issue for years then we renewed the package/deal with the same router etc and it’s never been the same. Any help appreciated

[Ashbroad]

I’ve done it now and will see how it is tonight. Is this picture correct?

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. The NTE5 5C socket has a test socket behind the faceplate. Would it be possible to gently remove the lower faceplate (there may be wires connected to the back) and connect a microfilter and the router to the test socket please?

Thanks

Michelle

[Ashbroad]

Hi, tried it tonight on the Ethernet connection tv and it had no effect. Same issue before and after turning off at socket for 1 minute 

[Chris-TalkTalk]

OK thanks. The next time it happens could you try switching the TV off completely (rather than just putting it in standby), leave it off for about a minute then switch back on and retest. Its worth trying this on both TV's but if just one then preferably the one connected by Ethernet cable

Chris

[Ashbroad]

Hi, they are both smart TVs running apps on the tvs. The issue can be with any app whether it’s a paid for streaming app or a free view app. Both tvs are different brands. We can still have issues on phones or iPads being slow but it’s not as common

[Chris-TalkTalk]

Hi Ashbroad,

I'm sorry to hear that you're still experiencing problems. Line test is passing, router is in sync at 80Mbps. I've checked the line history for the last few days and the error count is very low, there is however local wifi congestion which could have something to do with the poor performance on the TV connected to the router by wifi but it doesn't explain the poor performance over Ethernet. Are the two TV's smart TV's with the apps running on the TV rather than through a separate device such as a TV box or Firestick?

Chris

[Ashbroad]

NTE5C

[Michelle-TalkTalk]

Hello,

Which socket do you have from the below please?

Your guide to main phone sockets - TalkTalk Help & Support

Thanks

Michelle

[Ashbroad]

No I don’t believe it does. I don’t know what that is though. It’s just a old style socket with 1 hole and we use a filter plugged in which I changed with the new router

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. Does your main socket have a test socket please?

Thanks

Michelle

[Ashbroad]

Hi, it arrived yesterday and set it up last night. Unfortunately it has not fixed the issue and still played up last night. One tv on WiFi took about 5 minutes to start a film on Netflix and the TV on the Ethernet cable did the same play a second then glitch over and over. I have no idea what to do now. When this happened there was only 2 devices connected to the internet so it’s not too many devices either. 

[Michelle-TalkTalk]

Hi @Ashbroad 

How are you getting on, has the replacement router arrived?

Thanks

Michelle

[Debbie-TalkTalk]

Hi @Ashbroad 

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

Let us know how the connection compares with this router.

Thanks

Debbie

[Ashbroad]

Hi, yes that would be very helpful and help to either fix it or rule it out. The speed test generally seems to alway come back ok which is why I thought a new router may be a good next step 

[Michelle-TalkTalk]

Morning,

Thank you. I've run a test on the line now which hasn't detected a fault and the sync speed looks very consistent. Would you like us to send a replacement router for testing purposes to see how the connection compares and to rule this out?

Michelle

[Ashbroad]

I have added the information, thanks 

[Debbie-TalkTalk]

Hi @Ashbroad 

Please can you add your name and TalkTalk landline number to your Community Profile, we can then take a look at this for you.

Thanks

Debbie