High latency possibly stopping TV box streaming

[hawaye]

Since renewing with TalkTalk in March 2025, I seem to have been plagued with problems running the TV box. It's a BT-badged Humax DTR-T4000. Most times I want to use a TV player (iPlayer, ITVX, etc.) the player shows the buffering wheel, then stops and shows a message saying there's a problem with the Internet. A typical OOKLA speed test shows download speed is 45-55 Mbps but there is a hefty latency when loaded. I've seen up to 1800ms when loaded and never less than 900ms. The Humax connects through a Powerline Ethernet connection. I also have a long Ethernet cable to check the Powerline plugs are OK. No change in behaviour. The Internet tells me that loaded latency shouldn't be more than 200ms. Perhaps someone could comment on this?

I complained about this and was sent a Vantiva box to replace the Humax. It behaves exactly the same as the Humax box. It also has an Ethernet connection. When it stops I check the speed and the latency and the speed is 45-55 but the latency under load is always over 1300ms. So I'm back using the Humax.

On Monday 28/07/25 there was no Internet connection at all and I phoned for help and went through the router reboot, then reset to factory procedure. About an hour after starting the call, the router showed it was connected but there was still no Internet. Eventually things started working again. 

This morning my phone showed being connected, but no Internet. Restarted the router and I have Internet again. I wanted to run a TalkTalk speed test but it shows Monday's case still open so no speed test. I complained on chat to an agent about the no Internet issue and still a large latency reading from OOKLA speed test this morning, but they  were fixed on it being a WiFi problem, despite being told the TV box ran on Ethernet. The agent also told me the case had been removed, but it hasn't yet.

As a last resort, I turn to the Community. Firstly, I need the outstanding case removed so I can run a TalkTalk speed test if necessary, and secondly I need to be able to get a TV box running reliably again. The Humax box has worked well in the past few years with TalkTalk TV. Speed has rarely been a problem, but I believe that the loaded latency figure is way too high. 

Sorry about the long post.

[Philile-TT]

@hawaye thank you for updating us, hopefully it will be sorted soon enough. 

[hawaye]

So to close this off, no change in performance has been noticed since the last post on this thread, over a month ago. I found that I could get more dependable performance by connecting the TV box to a 4G router (no 5G hereabouts) on a separate connection, at extra expense. Today, I have contracted with TalkTalk to provide discounted FTTP on condition that the connection medium does not go through a nearby tree, which I suspect may be contributing to the latency issues and also affecting the TV players.

Thank you very much to all those who tried to help.

[kanya-TT]

Hey there, @hawaye. It looks like every time we've tried to run diagnostics together; it hasn't been fully completed. I'll pick up from where we left off.

Kanya

[hawaye]

My original post is now about 3 weeks old and I can't say I've noticed any difference in operation of the players. iPlayer works and always has worked well, ITVX buffers and stops regularly and channel4 and channel5 players are hardly worth trying.

I've had no meaningful response from TT staff either; I would have welcomed a word on what problems and possible solution and timeframe @KeithFrench identified from the traceroute I supplied.

I am now investigating whether I can use a separate 4G router to run the TV boxes like the one that runs the TVs next door. If I can, then I must consider TT in breach of any implied contract that we had when I expected the service to run as before on renewal of my contract. This in no way reflects on the help from those in the Community who have tried to help.

Please would someone let me know if and when there is any hope of resolution of my problems with TV players?

[sabelo-TT]

Alright, thank you for this @KeithFrench as I will work on this. 

[KeithFrench]

Hi @sabelo-TT 

I have made several requests in this thread, it needs to be passed over to your Networks team, as the problem revealed by the trace router lies beyond the TalkTalk network, further into the internet backbone. I have requested this in my posts #17 & 29. The last time @kanya-TT was who I asked to do this. 

[hawaye]

Thank for you fast response.

No monitoring here

You said "I will be in need for you to confirming minor things with your equipment and router."

I am not at home at the moment , but will do my best to answer any questions you may have.

[sabelo-TT]

@hawaye, just to double check, Do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line? For example a care alarm, lifeline, health pendant or fall detector.

[sabelo-TT]

Let me investigate this matter on my end. Please be in the lookout for my messages to your thread as I will be in need for you to confirming minor things with your equipment and router. 

[hawaye]

Thank you for your input @Sabelo. I cannot tell you how many times the router has been reset in the past couple of months either by recommendations from messages on the TV box or from TT agents on chat.

Over the weekend a case has been opened (not by me) because of poor speed. I feel that the fault of intermittent poor speed and consistent large ping numbers point to a fault other than my router. 

From my 32 years of living at the end of this copper line, and as a non-techie, I would suggest there might be a fault in TT infrastructure e.g. a broken wire.

@KeithFrench has tried to get  TTnetwork support to address the fault in the traceroute post. 

I am away from home at present and unable to reset the router, but I will reset it when I return.

You are the 3rd TT person to get involved in this case and I feel it would be better if the issues stayed with one agent until it's resolved.

Thank you.

[sabelo-TT]

Hello there @hawaye, I will kindly ask for you to try resetting the router using the following steps please: 

1. Switch your router on, if it isn't already
2. Locate the reset pinhole button. This is usually on the back or side of your router
3. Gently push a pin, a straightened paperclip or another appropriate item into the hole until you feel a click. Hold it for 30 seconds
4. Any lights on the front of the router should turn off and come back on again
5. Once your router has fully booted and any lights are on, you can reconnect your devices to your Wi-Fi

Kindly confirm with feedback once done. 

[hawaye]

Thanks @Gliwmaeden2, I guessed that. Thank you for the reply anyway.

[Gliwmaeden2]

Staff are not on here at weekends, @hawaye.

[hawaye]

Sorry the postmaster returned this message;

"Yes, but I disagree with your assessment of the newest box. The Humax will record 2 programs and allow watching a 3rd. Never mind, the box will be connected in 5 mins."

As of this morning Saturday 09/08/25, both boxes are connected and ready for whatever tests you need to do. Until this is resolved by whoever takes the problem on, we will record on the Humax and view live TV and players on the Vantiva.

[KeithFrench]

Hi @kanya-TT 

No, this thread message #17.

[kanya-TT]

Hello, @KeithFrench. Was that @hawaye other thread? 

Kanya

[KeithFrench]

Hi @kanya-TT 

In my post #17 I have already proved this to be an internet issue beyond the TalkTalk network, further into the Internet. I asked then for it to be passed over to your Networks Team to investigate.

[kanya-TT]

The TalkTalk TV Hub we have provided is our newest TV product and offers superior services to it's predecessors.

Additionally, we no longer offer like for like replacements for some of our older TV set top boxes.

We will therefore ask that you to reconnect this device instead of your current set top box in order to proceed.

Are you willing to do this?

Kanya

[hawaye]

No. The new player behaves just like the Humax but has limited functionality so we're not using it. We gave it a try for three days but it stops just the same.

I've had an Ookla speed test showing a ping over 5 seconds (5000ms) on download and 3 seconds (3000ms) on upload last week on 05/08/25.

[kanya-TT]

I am so sorry to hear that, I am sure you want to get back to your series. According to recent records it shows we did deliver you a new box, is it the one set up now.

Kanya