Unreliable connections and slow speeds

[mrmos]

My Fibre connection has been very unreliable over the last couple of weeks, often dropping off and then experiencing low speeds when connected. We are having to reboot the router quite regularly. 

The most recent speed test came out at about 6 MBps, then recommended a line connection test which failed to complete. 

[Debbie-TalkTalk]

Good morning mrmos

That's great, thanks for letting us know.

Debbie

[mrmos]

Router returned as promised.

Good morning.

[Debbie-TalkTalk]

Hi mrmos

Thanks for your reply.

I have posted on your other thread to advise that I will pass on your feedback to our Devices Team.

Debbie

[mrmos]

Hi Michelle,

I will return the newly sent router as connection is stable.

I am, sadly, resigned to losing all my customizations and just leaving the router with defaults given firmware backups have been disabled - a very retrogressive move IMO.

[Michelle-TalkTalk]

Morning,

Thanks for confirming. How has your connection been over the weekend?

Thanks

[Gliwmaeden2]

They check over and recondition returned equipment, so it's "recycling" in a very general sense, as well as literally in some instances, @mrmos.

Eventually the software will receive the same firmware update as the other router.

One way or another, one of the routers would need to be returned. Keep a certificate of posting to track its return.

Staff will be back after the weekend. 

[mrmos]

Hello Debbie,

I've received it now but why does it refer to recycling? This is a brand new unused piece of equipment. 

Also, see .... https://community.talktalk.co.uk/t5/Broadband/Router-software-not-offering-configuration-restore-aft...

I wonder if I can try this model to see whether I can backup/restore to this version? 

[Debbie-TalkTalk]

Hi mrmos

Ok, if you haven't received this within the next 48hrs then please let me know.

Debbie

[mrmos]

Not yet.

[Debbie-TalkTalk]

Hi mrmos

Have you received the returns bag?

[Debbie-TalkTalk]

Hi mrmos

I have ordered a returns bag so the router can be returned, please allow 48hrs for this to arrive.

Thanks

Debbie

[mrmos]

No, there was not.

[Debbie-TalkTalk]

Hi mrmos

Thanks for your reply. Did you receive a router returns bag in the same box the new router arrived in?

Debbie

[mrmos]

The router arrived, thanks Karl.

However, an Openreach engineer had also been booked so i decided to wait until that check was done.    It appears there were copper cable issues outside the property which has now been resolved.

How do I send back the unused router?

[Karl-TalkTalk]

Hi

OK, the router is on the way.

Karl.

[mrmos]

Yes please. Worth a try. 

[Karl-TalkTalk]

Hi

Would you like to try a replacement router to rule out a hardware issue before we arrange an engineer ?

Thanks  

Karl.