topic Re: Unable to Report a Problem in Broadband

Unable to Report a Problem

kozak1 — Wed, 19 Nov 2025 11:02:23 GMT

Hello all..

As the title, the diagnostics bot cannot find my account. This may be because I only have a broadband account and not mobile/broadband.

My internet speed is 240kbps, both wired and wireless. This has been ongoing for several months and I would now like some help in resolving this issue.

Many thanks for any suggestions

Re: Unable to Report a Problem

jab1 — Wed, 19 Nov 2025 11:09:01 GMT

@kozak1 Do you have a mobile number associated with your account? As PN do not provide a mobile service, that is not the issue.

Are you on an ADSL, FTTC or FTTP connection?

Which router are you using?

Re: Unable to Report a Problem

kozak1 — Wed, 19 Nov 2025 11:55:16 GMT

I have the landline and a mobile number on my profile.

I am using a Netgear router/modem - quite old now.

I don't know how to find out about connections but I think not fibre optic.

Thanks

Re: Unable to Report a Problem

jab1 — Wed, 19 Nov 2025 11:58:28 GMT

Which model of Netgear router? Knowing that would give me (or others) chance to see what information we could glean from it.

Re: Unable to Report a Problem

kozak1 — Wed, 19 Nov 2025 12:11:16 GMT

From the back of the router;

Netgear 54mbps wireless ADSL

modem router DG834G v3

Thanks

Re: Unable to Report a Problem

jab1 — Wed, 19 Nov 2025 12:19:08 GMT

Thanks, so you are on an ADSL connection. Do you have any other options - what does https://www.broadbandchecker.btwholesale.com/#/ADSL say? Attach a screenshot of of it to your next reply, obscuring the phone number.

Re: Unable to Report a Problem

markhawkin — Wed, 19 Nov 2025 12:29:34 GMT

I had a Netgear DG834G but it was a good while back.

You would get a better speed with a "fibre" upgrade and an even better speed with a "full fibre" upgrade.

The complication with any change is that your landline will be ceased (with Plusnet).

Is the phone line noisy?

Re: Unable to Report a Problem

pvmb — Wed, 19 Nov 2025 12:43:40 GMT

Personally, I think all this "upgrade" stuff is besides the point!

OP is on whatever they are on now - they need that sorting out now. Any upgrade can be considered later. Plus, if on ADSL, they are on copper and if there is a fault on the copper landline then changing to say VDSL (which runs on copper) is unlikely to be a solution.

Just my 2p.

If OP has a landline phone have they tried the Quiet Line Test on 17070 to check for noises on the line?

Re: Unable to Report a Problem

jab1 — Wed, 19 Nov 2025 12:42:44 GMT

Yep, @markhawkin , so did I - about 16 years back. It was a good bit of kit back then, but it has been out of production a while, and to be honest is ancient, in more ways than one.

Bearing in mind that ADSL will be history come January 2027, the OP needs to upgrade fairly sharpish.

Re: Unable to Report a Problem

jab1 — Wed, 19 Nov 2025 12:46:05 GMT

@pvmb Agreed, but without some clear information about the current situation, there is little Community members can do.

@Leanne_T - can the Help Team assist here?

Re: Unable to Report a Problem

pvmb — Wed, 19 Nov 2025 12:50:31 GMT

A suggestion: Assuming they have a mobile phone, OP could put phone number in account profile (for both Home and Mobile number) and then use their mobile to test the line via the PN Line Test Bot.

The mobile service provider does not matter. Assuming this works if no landline service!

Re: Unable to Report a Problem

jab1 — Wed, 19 Nov 2025 12:56:50 GMT

If they are on ADSL, I'm guessing they probably have a landline, and substituting that with the mobile number would probably create more problems than it would solve.

Re: Unable to Report a Problem

kozak1 — Wed, 19 Nov 2025 13:05:08 GMT

This is only half the page so let me know if you want the other half, but basically no fibre optic.

Thanks

Re: Unable to Report a Problem

jab1 — Wed, 19 Nov 2025 13:06:41 GMT

@kozak1 Yes please - we really need the full report.

Re: Unable to Report a Problem

kozak1 — Wed, 19 Nov 2025 13:11:02 GMT

Re: Unable to Report a Problem

pvmb — Wed, 19 Nov 2025 13:24:29 GMT

Who is your landline provider?

Re: Unable to Report a Problem

kozak1 — Wed, 19 Nov 2025 13:25:35 GMT

TALK TALK

Re: Unable to Report a Problem

pvmb — Wed, 19 Nov 2025 13:54:13 GMT

Have you asked TalkTalk to run a test on your phone line, or is there a TT auto-test you can run yourself? I know the Quiet Line Test (via 17070) is available on the TT phone service.

As an aside, I noticed TT seem to be offering "Digital Voice" for home phones on full fibre - which was a surprise to me!

Re: Unable to Report a Problem

kozak1 — Wed, 19 Nov 2025 17:39:09 GMT

My thanks to everyone that has tried to help. I think I will look for a new router. In the meantime I have been using a mobile router (so fast) and I may even stay with this.

Regards

Re: Unable to Report a Problem

Townman — Wed, 19 Nov 2025 17:40:50 GMT

@kozak1

Acid test - do you have a dial tone, is the line quiet. If you do not have a handset, then borrow one or find a cheap one, it will be the quickest way of determining the fault ... and given that you have chosen to have phone and broadband from separate suppliers, determine which one needs to address your issue. A copper circuit fault can have a marked impact on broadband performance, however dealing with copper circuit issues is the responsibility of the telephone service provider - in this case Talk, Talk ... which might explain why the BOT fails.

EDIT: At the level of reported performance, there is zero point investing in a new router until other probable issues have been eliminated. What is the reluctance to ask Talk Talk to check out the telephone service?

@Marsh / @Windings - any chance of a guru poke please?