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FIbre Support

Get expert support with your Fibre connection.

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

Ashbroad
Participant
Private Message TalkTalk
Message 40 of 40

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

 

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39 REPLIES 39

Message 21 of 40

Hi, the test socket has made no difference. Still unusable tonight 

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Message 22 of 40

OK thanks (yes that's the test socket)

 

Chris

Message 23 of 40

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


IMG_2758.jpeg
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Message 24 of 40

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

 

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Message 25 of 40

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 

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Message 26 of 40

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

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Message 27 of 40

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

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Message 28 of 40

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

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Message 29 of 40

NTE5C


IMG_2748.jpeg
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Message 30 of 40
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Message 31 of 40

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

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Message 32 of 40

Morning,

 

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

 

Thanks

 

Michelle

 

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Message 33 of 40

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. 

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Message 34 of 40

Hi @Ashbroad 

 

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

 

Thanks

 

Michelle

 

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Message 35 of 40

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

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Message 36 of 40

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 

Message 37 of 40

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
Participant
Private Message TalkTalk
Message 38 of 40

I have added the information, thanks 

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Debbie-TalkTalk
Support Team
Staff
Private Message
Message 39 of 40

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

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