Back Again with a Internet Speed Problem

[C_Dorrian]

So 2 months ago (14-02-2025) I had a very faulty connection, at best my internet fluctuated between the following:  

Average download speed: 21-27mbps, Maximum download speed: 29mbps, minimum download speed: 0mbps

Average upload speed: 0.71mbps, maximum upload speed: 0.71mbps, minimum upload speed: 0mbps.

From this resolved topic: https://community.talktalk.co.uk/t5/Full-Fibre/Need-a-new-Router-but-Tech-Support-doesn-t-understand...

Had an engineer around my flat to fix the connection both at the junction box outside and inside my flat the day prior on a post I made. Turns out the problem was that my router might have been on the tad old side (several years at least) and that I needed a new one. Spent several days trying to arrange a new one but after coming here I did. When it arrived, got it setup, and everything was fine. A slight loss of around 9mbps but was looking at 51mpbs so all was good, not only that but upload speed was around 8mpbs. Now two months in and getting constant, and I do mean constant, disconnects, usually around midday and around 3am. This is when my internet decides to drop a few more Mpbs, eventually leading to 3 days ago when it decided it didn't want to handle any download speeds at all and just remained cut off.

Honestly after spending an entire week 2 months ago going through the same tech support script I was pretty knowledgeable of how to reset my router and make necessary checks, well on my end of course. Eventually got it back to around 12mpbs with almost zero upload. My new router is either faulty or is having tech problems because a day ago I replaced my brand spanking new router with my older one and now I'm on a far more stable 25mpbs download at the best of time, and around 0.6mpbs upload but little to no disconnects thus far. I always use an ethernet cable to my computer (my main source of entertainment) and only run 2-3 wireless devices to my router that's never usually more than a foot or two away from the router so their connection is usually good.

I'm seriously not trying to be a nuisance to anyone and the last thing I want to do is call tech support again, especially within the space of 3 months but my flat, or the close I live in, seems to be a "deadzone" for my TalkTalk connection as it seems my problems keep cropping back more and more over the past couple of years. Anyone else would have swapped providers but I renewed my subscription in January (when it was kind of still working) so don't think I could afford the cancellation fee or the long wait for my new ISP to arrive.

[kanya-TT]

Thank you! That appears to be the right configuration. Have you noticed any changes in your speeds today?

Kanya

[C_Dorrian]

So I skipped ahead slightly, plugged the internet cable into the microfilter, took the faceplate off the master socket, plugged the microfilter into the main socket, and waited for the router to reconnect. Showing the white light currently. 

[kanya-TT]

We need to confirm the master socket isn't faulty. Do you have a microfilter that you could use?

These would be supplied with the router so may be in the box if you still have it.

Kanya

[C_Dorrian]

It's all connected correctly

[kanya-TT]

Okay one more thing can you kindly confirm the following also for me;

1. Ensure the TalkTalk router is securely connected to the data (computer) port of the master telephone socket, with no microfilters in use.

2. Check an Ethernet cable is NOT connected to the WAN (red) port on your router.

Kanya

[C_Dorrian]

No the router is in good condition. I regularly dust and vacuum the area around it so there's no dust accumulation either. All the wires (minus the ethernet cable) are brand new too.

[kanya-TT]

I can see your equipment setup was confirmed correct recently.

Do you want to recheck this?

kanya

[C_Dorrian]

That's correct the NTE 5C mk4 master socket is pretty much brand new as the engineer that came out replaced it and redid the wiring inside the socket. Everything seemed fine though he did say my router might need replacing given its age. Which also turned out to be true as when I got this new router it seemed to get me back up to 50mbps than being what I was (and currently am now) in the mid-20s. 

[kanya-TT]

That's great, remember the router will gradually improve seeing its new so it will be more effective the longer it's connected. Does any of the equipment appear to be damaged? I mean the one right.

Kanya

[C_Dorrian]

It has connected again. Light is a bright white. The new router reconnects quicker than my old one.

[kanya-TT]

As router checks haven't resolved the issue, the next step is to look at potential equipment damage and ensure it is connected correctly.

I'll guide you through the checks - ensuring any damage or setup issues that could have caused the disconnections from the Internet are identified and resolved.

If these steps don't resolve the issue then I'll look at other potential causes. 

And I recall you did mention you have a  NTE 5C mk4 master socket. 

Kanya

[kanya-TT]

As a change has been made the router will need to reconnect - this can take up to 6 minutes. If it connects sooner then we'll be able to progress once we see it connect.

Kanya

[C_Dorrian]

Yes it's back on

[kanya-TT]

You should be able to see the power light on the front of the router.

If this light is on, your router is receiving power.

Just to verify, is the router currently powered on?

Kanya

[kanya-TT]

I’m now going to try to remotely restart your router automatically.

This should only take around 1-2 minutes to complete.

If I’m unable to do this, I’ll advise you how you can restart it manually from your side.

Kanya

[C_Dorrian]

okay

[kanya-TT]

A line test has not identified an issue outside your premises. As you've not made any changes before this issue started, the next step is to look at the router.

I'll guide you through the router checks - ensuring it's up to date and addressing any potential temporary issues that could have caused the connection drops.

If these steps don't resolve the issue then I'll look at other potential causes.

Kanya

[C_Dorrian]

Nope. The past 2 months have been great and there's been no electrical faults in or around my home or indeed the building.

[kanya-TT]

Great. Have there been any recent changes in your home that could have impacted your service?

For example - new or replacement equipment, building work on the premises or damage to any wiring in or around the home?

Kanya

[C_Dorrian]

Okay