topic Re: Fault tracker saying my line is OK and NOT OK in Broadband

Fault tracker saying my line is OK and NOT OK

SleepyD — Thu, 24 Feb 2022 15:32:56 GMT

Hi, I'm getting mixed messages from my Fault Tracker. It's saying both that the line is fine AND that there's a problem that TalkTalk will look into. Can I get some clarification please? Much appreciated!

Re: Fault tracker saying my line is OK and NOT OK

Skynet_TX — Thu, 24 Feb 2022 20:24:43 GMT

Hi @SleepyD,

The staff here should be able to pick this up and do some tests tomorrow, what problems are you actually experiencing with your connection.

Re: Fault tracker saying my line is OK and NOT OK

Debbie-TalkTalk — Fri, 25 Feb 2022 08:00:08 GMT

Hi SleepyD

Can I just check, what fault are you experiencing? Is it with the landline or BB connection?

Thanks

Debbie

Re: Fault tracker saying my line is OK and NOT OK

SleepyD — Fri, 25 Feb 2022 08:08:05 GMT

Hi Debbie and Skynet,

Problem is BB/router not landline. We worked through the troubleshooting guide to no avail but have discovered the TV can pick up Netflix, YouTube etc due to the fact it is wired into the router. However anything not wired in cannot "discover" the router.

So the connection must be fine but the router is on the fritz somehow. We have the latest TalkTalk router I think and probably have only had it a couple of years. That probably shows on our account?

Thanks very much for your help.

Re: Fault tracker saying my line is OK and NOT OK

Debbie-TalkTalk — Fri, 25 Feb 2022 08:09:54 GMT

Hi SleepyD

Thanks for your reply.

Would you like me to send a replacement router for testing so we can see how the connection compares?

Debbie

Re: Fault tracker saying my line is OK and NOT OK

SleepyD — Fri, 25 Feb 2022 08:27:38 GMT

Hi Debbie,

Yes a replacement router would be great, thank you! Could I please ask how long it would take to receive?

Many thanks!

Re: Fault tracker saying my line is OK and NOT OK

Debbie-TalkTalk — Fri, 25 Feb 2022 08:46:43 GMT

Hi SleepyD

The router is on its way and you should receive this within the next 24-48hrs.

Please let us know how the connection compares with this router.

Thanks

Debbie

Re: Fault tracker saying my line is OK and NOT OK

SleepyD — Fri, 25 Feb 2022 08:49:54 GMT

Wonderful Debbie, that's amazing...thank you! I'll be back in touch to update you when it's set up. Have a super day 🙂

Re: Fault tracker saying my line is OK and NOT OK

Debbie-TalkTalk — Fri, 25 Feb 2022 08:51:27 GMT

Hi SleepyD

Ahh thank you. You too 🙂

Debbie