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]

I can see you've had connection drops on the line - this will have impacted the devices you use, regardless of whether you use WiFi or a cable to connect.

I need to complete some checks with you to identify and fix the cause - looking at your setup and equipment - as our testing shows no issue with equipment outside your home.

While you haven't reported a dropping connection issue it's possible this is causing the problem you've experienced - so I'll need to work on fixing this first. I can then check if it also solves the problem you've reported

Kanya

[C_Dorrian]

99% of the time the router remains on constantly. I only turn it off if I'm getting little to zero connection speed or there's constant disconnects. I know I shouldn't but sometimes this does help and my connection returns as does the speed if the reset button doesn't work.

[kanya-TT]

Do you regularly turn your broadband router off? For example, do you switch your router off at night?
 

Kanya

[C_Dorrian]

I don't use my landline any more. I used to a lot as my mobile phone wasn't that good and the signal around here is pretty dreadful. However upon getting a new phone the landline was no longer needed. The internet cuts out randomly though the past couple of days I'd say it's early morning between 12am and 4am, fluctuating the speeds greatly. 

[kanya-TT]

Do you find that your internet cuts out whenever you make or receive phone calls from your landline? that is if you are still using your landline, which I highly doubt😄

Kanya

[kanya-TT]

A line test is currently underway. This checks the equipment used to provide the broadband service to your home - including the exchange, cabinet and line equipment.

This can take up to 5 minutes to complete. I'll let you know if this test finds a fault, otherwise I'll continue with further checks

Kanya

[C_Dorrian]

Yep that's fine by me. 

[kanya-TT]

I am about to run a test that will look at the condition of your line. This test will identify any faults in the cables and associated equipment, between your home and the exchange, that could effect your service.

The result will allow us to determine if an engineer is required, or whether additional checks need to be completed with you.

Kanya

[C_Dorrian]

I use an ethernet cable running to my computer for a majority of the day. WiFi for my tablet at night which is barely a metre or two away from said router. My flat is a small studio room so no other room except for bathroom and kitchen within a few feet of each other. The router is around 18" away from the master socket and there are no electrical devices next to the router.  When the engineer came round he replaced pretty all connections (wires) for the box and replaced that too so it shouldn't be that surely? The box itself is a OpenReach Master Socket 5c Mk4.

[kanya-TT]

Does the problem occur everywhere you try and use the WiFi, or just in certain parts of the house - for example upstairs, or outside the house? 

Kanya

[C_Dorrian]

Nope, free and clear to do whatever tests you need to do. I've gone through the tests on the technical part of the main site and raised a case but chose not to speak with a member of staff there as I know the drill. I'd be doing the same tests I've already done (did) months ago which led me to having to get a new router. However, hopefully there are somethings you might be able to do they can't?!

[kanya-TT]

Thanks. 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.

Kanya

[C_Dorrian]

Just plugged in the newer router now, ran a quick speed check and getting about the same speed as the old one. If you want to run your tests I don't mind from this point onwards. 

[kanya-TT]

Okay so, is it possible that we run checks on the new router, to since everything is fine with the old one?

Kanya

[C_Dorrian]

I know my router is old, however it's far more stable than my brand new one of only a few months that kept disconnecting once every hour, vastly changing the speeds with every reset. My old one, that I currently have plugged in, hasn't disconnected once. I've manually reset it a few times when the speeds got low but the past 24 hours it's remained at a reasonable 25-27 mpbs which is enough for a youtube video or connecting to a game online. I am currently at home and will be for the rest of the day hopefully. 

[kanya-TT]

Hey there,C_Dorrian . We are so sorry that even after an engineer visit you are still experiencing the same issue. May I look into this for you with checks perhaps taking this time into consideration the router is old. With that I'd need you to confirm if you are at home where your TalkTalk broadband is connected. 

Kanya