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

[Michelle-TalkTalk]

Good morning,

Please can you confirm acceptance of possible time related engineer charges and also provide some availability AM (8-1) and PM (1-6) and we can book the next available appointment for you.

Thanks

Michelle

[ferguson]

@Anonymous 

Thank you for your input.

As far as @Labrat is concerned they already do have their own topic and should pursue their own issue there as mentioned previously:

https://community.talktalk.co.uk/t5/Fibre/Pathetic-speeds-between-router-and-PC/m-p/3070199 

[Anonymous]

@Ashbroad,

I recommend you run the traceroute tests, as suggested by Chris-TalkTalk, and send him the results by PM, and also check the download speed in the Netflix app before doing anything else, includng agreeing to a visit from Openreach.

As Chris-TalkTalk has said, you most likely woud need to download an app for the traceroute test. You could use Ping Tool from ManageEngine.

[Anonymous]

@Labrat,

I can't find a link to it from https://community.talktalk.co.uk, but the page where it mentions starting your own topic is:

https://community.talktalk.co.uk/t5/Announcements-Guidelines/Community-Guidelines-Updated/m-p/132566... under 'Still need help'. In particular that applies to boards under 'Help with your service' in the Community menu, rather than those under Lounge.

[ferguson]

@Labrat 

This isn't a forum in that sense. It is community resource where members have access to each other, but the TalkTalk team can only help with individual issues when dealing with your own topic. 

[Labrat]

On any other forum I take part in, the mods complain if you start a new topic on the same subject as one that's already being discussed. You need to set up the forum software to prevent anybody else except moderators replying if that's what you really want.

[Gliwmaeden2]

@Ashbroad, check this article:

https://community.talktalk.co.uk/t5/Articles/Engineer-charges/ta-p/2207291

Staff can only organise an engineer visit if you agree to potential engineer charges. 

[Ashbroad]

Hi, thanks for getting back to me. I’m happy to have a engineer come as long as it’s not something I’m expected to pay for? 

[Debbie-TalkTalk]

Hi @Labrat 

Please can you post on your own topic on the Community.

Thanks

Debbie

[Labrat]

The problem seems to be between the router and the PC. I live in a semi-detached bungalow and there is a distance of only 12 feet between the router one computer and 15 feet to the other. I hardly ever have both switched on at the same time, keeping one in the kitchen and one close enough to my TV to connect an hdmi lead to it. On occasion it has exceeded the promised speed, yet it still frequently drops almost to zero. This was on 3rd September.

[Debbie-TalkTalk]

Hi @Ashbroad 

Ok thanks for confirming.

The line tests are clear and the line is in sync ay 79mb.

If you have tested with 2 different routers, cables and filters directly at the test socket and it happens wired, then the only option we have is to arrange an Openreach engineer visit to the property.

Please let me know if you would like me to arrange this?

[Ashbroad]

Incorrect. Our main tv is now on a Ethernet cable and has been for a couple weeks to try and help the issue and rule out the WiFi. The issue is the same

[Debbie-TalkTalk]

HI @Ashbroad 

Just to confirm, you have no wired devices connected?

I'm thinking this is possibly related to WIFI interference. One of our Community Stars @KeithFrench provides really great advice on improving wireless performance. Would you like me to ask Keith to take a look?

[ferguson]

Oh OK, but you seem to have found it again now and posted again? 

[Labrat]

it would have helped if you had supplied a link to it thhen, because I don't remember ever starting one.

[ferguson]

@Labrat 

I can see that you have your own topic and the support team are waiting for a response from you there. 

[Ashbroad]

Frustrating isn’t it! Can’t understand why it’s so difficult to get it sorted out. It’s like they think I’m just making it up because when they check the line and speed it is fine. But then it will be fine for a day after they do a test. One time after doing the live chat some how we ended up with a speed test showing about 125mbps for a bit and worked perfectly. Our normal speed is 65. Probably just a way of trying to force people to upgrade to full fibre package and make more money 

[Labrat]

Mine is exactly the same. I have to unplug it every day or two. I had to do it just now, when it jumped from 0.7 Mbps before to about 47 Mbps after.

[Chris-TalkTalk]

Hi Ashbroad,

Yes you should be able to do this on an ipad or iphone but you may need to download an app to do it

Regarding the test temporarily fixing the issue, some tests can cause the router to disconnect for a short time, this may have something to do with it

Chris

[Ashbroad]

Whenever we have the problem and have done a live chat with someone they have always tested the line and said it’s fine. Then after they’ve done it it’s always worked fine/better. Is there something about testing the line that can be temporarily sorting the issue?