So I thought I would start a new topic in my ongoing saga of TV internet constantly dropping. This has been going on for, literally, months. Had a BT engineer out the other day who noted right away the cover was missing from the box at the top of the phone pole. He replaced this and the component inside which, due to weather, was corroded. All good so far. Thought my problems were over. Not so. Internet connection to TV crashed again last night. TV light on router was off. Again. Had to turn everything off at the socket, leave 15 minutes and turn back on.
What is it with TalkTalk that, after months, they cannot come up with a solution to this problem? The only thing left is the TV box. It is 5 years old. Could this be the problem? BT engineer said my phone line is fine with a strong signal so it is not that. Given that the internet/broadband lights stay on and I can access the internet via tablet and phone, the only option left seems to be the TV box?
Any chance I can get this issue fixed?
I have already had several changes of routers and the one I have now is only a few months old. I spoke to your Tech department on the phone who ran various tests on the broadband/line. They now think there is a fault in the broadband connection and are sending a BT engineer out next week. I will let you know how I go. Thank you.
I've seen a line issue cause damage to a router before today so I always like to rule this out where possible.
Have you tested the new one to make sure ?
Also, is the phone line nice and clear with no issues during calls now the Openreach engineer has cleared the fault ?
Hi Karl Recveived the router today and have plugged it in. Only getting a "fair" signal wheras with the previous one I got "excellent" signal strength. As previously I am still seeing the previous router even though it is not connected to anything.
Thhe phone is fine with no problems on that at all. Will see what the BT engineer says when he calls in tomorrow.
Hi Karl Well the Openreach engineer has been. He did extensive tests which showed the fault is with the equipment. When he plugged in his own meter no fault shown. When he plugged the TalkTalk equipment back in, it showed a fault.
The new router you sent me was terrible I'm afraid. It took ages to even locate the router and when it did, signal strength was poor, and several times, it disappeared entirely. It was so bad I had to unplug it and put the original back on. Saying that Netflix crashed again last night.
What the engineer was saying is the fault is in the equipment not with my phone line which is very good. He also said that I am not receiving fast broadband which is what I am paying for. I have changedd the filter but I doubt it will have any effect given the one that was already there was brand new. Please don't send me another router as they are making no difference whatsoever. Was thinking of changing to fibre but am not confident that that will fix this ongoing issue.
Hi Karl Agreed. He is telling me that the equipment supplied by TalkTalk is at fault. It is a new power plug and a new splitter. Nothing wrong with the phone line at all. So what happens now? You should have the report from the engineer by now. He said it takes about an hour. Do I try fibre? Will that make any difference?
He also said I am just getting ordinary broadband. My account says it is fast broadband. Do I get Fibre to the Cabinet? I am going to ring your techs and see if they can get this fixed once and for all.
The line speeds are fine and what they should be.
The estimated speed of your line is 9 - 19mb.
The router is in sync at 16mb so the connection rate is correct.
when you refer to signal strengths being poor, this is the wifi side of things and can be separate from the speed arriving at the router.
I've noticed some wifi congestion so have changed the wifi channel to a more clear channe;.
also i've changed the name of the 5Ghz band so this now has a number 5 at the end (same password)
Try connecting some of your devices to the 5Ghz and some to the 2Ghz and see if the signal is better and the devices more stable.
Fibre can give greater speeds coming into the router but will not affect wifi signal strength.
Wifi speeds can improve as there is an overall faster speed coming in, but actual wifi signal strength is solely between the router and the device.
With regards to channels etc you do not need to change anything on the devices or phones / tablets. When you go to the wifi settings and search for a connection to join you will now see 2 connections that look similar. The 5Ghz will end with the number 5. Select which connection to join and test. You can try out both the 2 and 5Ghz connections to the router and see if one is better than the other and compare signal strength.
You only need to log into the router to change any of its settings.
you would type 192.168.1.1 in your internet browser, then enter the password which is 'admin' then the password that is on the sticker on the router.
For wifi, you should not need to change anything within the router currently as this is all ok.
With regard to the TV, the way this behaves is slightly different. Live TV channels such as Sky 1 etc use a protocol called IGMP. Think of this a bit like a second signal piggybacked on the internet signal. TV on demand programs such as BBC Iplayer, Sky on demand etc will use the general internet signal for streaming, a bit like youtube on your phone or pc.
If the TV is affected, first thing to check, is to see if it is just live TV channels above 300 that are affected, if it is on demand players affected such as Iplayer, or both. This then gives us an idea where to look to resolve the problem.
Also, any on screen error messages can be useful as they will give me an idea as to the nature of the fault. Some errors indicate connection issues, some can indicate an issue with content rights etc. I'm familiar with most of the errors, so this helps when I'm looking into the problem.
Fibre is more resilient and gives faster speeds.
There are some really good black friday deals running this month for fibre, and I've seen some customers take fibre and end up paying less than they were on standard broadband, so always worth considering.
Take a look at our website and see if there are any deals that might interest you. If you do call any of our customer teams, mention the issues you have had and that you're not happy with the service etc, always worth doing and see if they will offer you anything extra.
Glad they have given you some boosts. The fibre switchover time is dependent on BT openreach engineer availability as they need to switch your connection over at the local street cabinet.