Streaming video stutter

[Bnic11]

Hi, I'm getting major problems with streaming video stutter when watching Netflix / Youtube & Gaming on PS5. Restarting / rebooting the TalkTalk Hub router does not fix it. Download & Upload speeds remain pretty constant but the Ping is all over the place from 9ms to 220ms. This happens both with cable & wifi.

Any ideas what's wrong ?

[Debbie-TalkTalk]

Hi Bnic11

Thank you 🙂

Debbie

[Bnic11]

Hi Debbie 

OK, I'll get that sent off. 

Many thanks for your help. 

[Debbie-TalkTalk]

Hi Bnic11

That's great, thanks for letting us know 🙂

Yes please can you return the old router using the pre paid returns bag.

Debbie

[Bnic11]

Hi Debbie 

The router arrived on Friday, so used it for a couple of days now and the stuttering has gone, no more problems. 

Checked the ping and it seems more constant as well. 

Do you want me to return the old router? 

[Debbie-TalkTalk]

Hi Bnic11

How are you getting on, have you received the router?

[Debbie-TalkTalk]

Hi Bnic11

No problem. Please let us know how you get on.

Thanks

Debbie

[Bnic11]

Hi Debbie 

No they don't even put cards in the door, just take photos as proof, which they didn't.

Thanks for re-ordering again. 

[Debbie-TalkTalk]

Hi Bnic11

Apologies again. They should have left proof that it was delivered. Did they put a delivery card through your door?

I have re ordered the router, please allow 24-48hrs for this to arrive.

Thanks again.

Debbie

[Bnic11]

Hi Debbie 

That would be great thanks. 

I've raised a complaint with Yodel as they clearly state that they always take photos of the delivery at the front door, safe place or neighbour, which they did not do. 

[Debbie-TalkTalk]

Hi Bnic11

I'm really sorry to hear this.

I will need to re order the router, will this be ok?

[Bnic11]

Hi Debbie 

Yodel apparently delivered it today to a safe place but its not there. I've checked with my neighbours and also around the outside of the house but no parcel. I've just come off the phone with them and they can't confirm where the parcel is. I was only away for 1hr and no card was put in the door and they do not have any photo for proof of delivery. The driver cannot be contacted. 

Yodel have asked that the sender should contact them. 

[Debbie-TalkTalk]

Hi Bnic11

Have you received the replacement router?

[Debbie-TalkTalk]

Hi Bnic11

You're welcome 🙂

Please let us know how you get on.

Debbie 🙂

[Bnic11]

Hi Debbie

Thankyou, that's great.

[Debbie-TalkTalk]

Hi Bnic11

No problem 🙂

The 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

[Bnic11]

Hi Debbie

Thanks for replying so quickly - yes please, a replacement router to test would be great thanks.

All the TalkTalk online connection test etc have not found any problems at all, so looks like the router is at fault. 

[Debbie-TalkTalk]

Hi Bnic11

I'm sorry to hear this.

I've completed a line test which hasn't detected any faults - Line test is clear.

Would you like me to send a replacement router for testing so we can rule this out?