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

[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?

[Ashbroad]

Can this be done on a phone or iPad? as that’s all we have. No PC or laptop. 

[Chris-TalkTalk]

OK thanks. The next time you experience problems, could you run a set of pings and traceroutes to www.google.co.uk and can you PM me the results - Run a Ping or Traceroute - TalkTalk Help & Support

Thanks

Chris

[Ashbroad]

It can happen at any time but it is certainly worse or more common around 6-8pm

[Chris-TalkTalk]

I've checked the line history for the last 7 days, error count is zero or very low for nearly every hour. Does the problem seem to only happen at certain time of day?

Chris

[Ashbroad]

Had to reset it once over  the weekend as it wouldn’t work. Yesterday it was working but with some glitching watching a film. Can’t understand why it was fine for almost a week 

[Chris-TalkTalk]

Hi Ashbroad,

How has it been since your last post?

Chris

[Ashbroad]

Hi, I was going to say it has been better and not played up. All week it’s been fine. Then tonight it has played up and gone back to how it was and can’t watch anything currently. This has been the longest it has been ok for somehow but like I said tonight it’s glitching and won’t play anything. 

[Michelle-TalkTalk]

Morning,

Just checking back in to see how you're getting on?

Thanks

Michelle

[Michelle-TalkTalk]

Good afternoon,

That's great, thanks for confirming 🙂

Thanks

Michelle

[Ashbroad]

Hi, yes it has arrived. Set it up yesterday. Will see how it goes and let you know 

[Michelle-TalkTalk]

Hello,

Just checking back in to see if this has arrived?

Thanks

Michelle

[Michelle-TalkTalk]

Hello,

I think it's worth trying as the next step will be an engineer visit to the property. I've ordered the wifi extender now and it should arrive in the next 48-72hrs. We'll check back in with you next week to see how you're getting on.

Thanks

Michelle

[Ashbroad]

I am willing to try anything as it is becoming quite a issue and very frustrating multiple times a day. Obviously I don’t see how it will help the Ethernet issue. Also the tv on the Ethernet cable is in the same room as the router so when that had WiFi issues it was in the same room 

[Michelle-TalkTalk]

Hello,

I've checked the wifi stats and it's showing a possible coverage issue which can cause issues. Would you like us to send a Wifi Extender to see how this compares?

Thanks

Michelle

[Ashbroad]

No we don’t. The tv was only changed to Ethernet to try and see if it fixed the issue. There is clearly an issue with the internet as it’s a problem whether it’s Ethernet or WiFi and on multiple devices

[Michelle-TalkTalk]

Hi,

Ok, do you have any other wired devices that you can check with just so we can confirm if this is related to the wireless or not please?

Thanks

Michelle

[Ashbroad]

The main issue is with the TV’s but we also have issues with phones and iPads as well for just general browsing. This morning my iPhone wouldn’t load any emails or messages etc until I turned off the WiFi and used 4g which instantly worked. 

[Michelle-TalkTalk]

Morning,

I've re-run the line test now which is still clear and I can only see 1 re-connection on the line. The sync speed also looks consistent. Can I just confirm, is it only the TV's which are experiencing this issue? Are all other devices ok?

Thanks

Michelle