Internet speed is slow and intermittent

[Elphev]

Hi my internet has been running very slow and keeps losing connection

[Michelle-TalkTalk]

Hi @Rachymac 

I'm sorry to hear this. Please can you create your own topic and we'd be happy to look into this for you.

Thanks

Michelle

[Rachymac]

Hi there good morning our internet won’t work for us 

[Debbie-TalkTalk]

Hi Elphev

I'm so glad to hear this 🙂

If you do experience any further issues then please let us know.

Thanks

Debbie

[Elphev]

It's working better now thank you 

[Debbie-TalkTalk]

Hi Elphev

How's the connection been with the new router connected?

[Elphev]

Yes I have 

[Debbie-TalkTalk]

Hi Elphev

Have you received the replacement router?

[Debbie-TalkTalk]

Hi Elphev

I've ordered a replacement router for testing, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

[Elphev]

No I do not have another router available to test this 

[Michelle-TalkTalk]

Morning,

Thanks for trying this. Do you have an alternative router that you can test with to rule this out? If not then I think we should send a replacement router for testing purposes to see how this compares?

Thanks

Michelle

[Elphev]

So it's basically bouncing between 35mbps and 55mbps

[Chris-TalkTalk]

OK thanks. Could you run a couple of speed tests at least 10 minutes apart on fast.com and let us know what the results are

Chris

[Elphev]

Yes It is the landline phone number 

[Chris-TalkTalk]

OK, could you dial 17070 from your TalkTalk landline and confirm that the number read back to you is your TalkTalk landline telephone number

Chris

[Elphev]

Yes the lights flash orange and also when I do a speed test it's less than half of what I'm supposed to be having 

[Chris-TalkTalk]

Hi Elphev,

Sync speed looks OK and connection looks pretty stable. Do the lights change on your router when the connection drops

Chris

[Elphev]

Ok I have done this

[Debbie-TalkTalk]

Hi Elphev

I'm really sorry to hear this.

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