"We've run into a problem"

[hawaye]

I need your help again, please.

I'd like to be able to check speeds on both lines registered to this account.  While I can, usually, on my Windows 10 laptop, unfortunately I can't on my mobile.  The message saying that the process sould take no longer than 2 minutes appears for a while, then I see "We've run into a problem". This happens on both numbers. Version 8.5.0 running in Chrome on Android 14.

Also, the guaranteed speeds are different, 43 Mbps at one address and 50 Mbps at the other. The addresses are in houses next to one another.

[hawaye]

Thanks for your help Chris but I'm no closer to seeing the speed at the second number either at home or remotely, which stopped working in July '23. 

If I could log onto the remote number's network, I could see the speed there but I don't know if that's possible.

I mentioned needing to see the second number's speed in post 21 on Monday.

[Chris-TalkTalk]

OK thanks, so it allows you to record the speed test OK?

Chris

[hawaye]

 

[Chris-TalkTalk]

Thanks. What happens when you enter the telephone number?

Chris

[hawaye]

 

[Chris-TalkTalk]

Thanks. You should be able to attach a jpeg, are you using the camera icon?

Chris

[hawaye]

Hi Chris. When using your link I get a "speedometer" reading of download speed, then upload speed. Then it finishes by asking for the landline number. I'd attach a screenshot but .jpg isn't an accepted format here.

[Chris-TalkTalk]

Thanks. I can see from your earlier post that you've tried this link  - Internet Speed Test (supportal-test.co.uk) - could you just let me know exactly what happens when you use the link

Chris

[hawaye]

We've run into a problem

Sorry, we're working hard to resolve this issue

Please try again later

[Chris-TalkTalk]

OK thanks for trying. What is the error message?

Chris

[hawaye]

First test; got speed readings from second number on laptop and mobile; first number failed on laptop and mobile with error message.

Second test; first and second numbers fail on laptop and mobile with error message.

No incentive to do a third test ...

[Chris-TalkTalk]

Hi hawaye,

Can you switch the router off and leave it off for at least 30 minutes, then switch back on and retest. Please let us know if this resolves the problem.

Chris

[hawaye]

I use Edge on the laptop and Chrome on the phone. It happens on both. It has worked on Edge, several days ago, but it has never worked on Chrome. I can try other browsers on request. 

[hawaye]

Thanks Ferguson.

Your link goes to something that looks like the Ookla tester that TalkTalk used to use before the current tester version. But, unfortunately, it doesn't allow entry of a phone number for checking a second line remotely.

[Michelle-TalkTalk]

Morning,

Apologies for the confusion. Does this also happen if you try a different browser? If this is still happening then we can ask our My Connection Team to take a look.

Thanks

Michelle

[ferguson]

Sometimes it doesn't work via My Account. Try this, it's an alternative route to exactly the same tester:

https://www.supportal-test.co.uk/

[hawaye]

Sorry Debbie, I can't have made it clear. Your speed tester doesn't work for me. Tonight, wired or wi-fi, laptop or mobile, first or second number, click on My Connection, Run a speed test, see the blue progress bar maybe 3/4 to the end and then I get the message, "We've run into a problem". 

[Debbie-TalkTalk]

Hi hawaye

If you run a wired speed test using our speed tester what speed do you receive?

[hawaye]

Thanks for the speed report yesterday Debbie. Yes, I believe I do need more help. This morning I'm getting the problem message on the mobile and the laptop on both numbers. I'd like to be able to check speeds without your kind assistance. 

I use Fast.com when Talktalk doesn't work but I know from past experience the help chat people won't accept any other speed check than Talktalk's own.

[Debbie-TalkTalk]

Hi hawaye

Do you need any further help with this?