topic Re: Broadband keeps dropping connection in Broadband

Broadband keeps dropping connection

Jowan51 — Mon, 21 Mar 2022 09:01:27 GMT

Have done a line test and the results are :

We have found a potential problem with your connection.

We have identified an issue with your connection and we need to work with you to fix the click on the link below and we'll put you through to somebody who can help.

When I click on the link below nothing happens

Can you help

Re: Broadband keeps dropping connection

Anonymous — Mon, 21 Mar 2022 09:08:17 GMT

Morning,

Can you please update your community profile to include your:

Name

Telephone number

Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Re: Broadband keeps dropping connection

Jowan51 — Mon, 21 Mar 2022 09:15:02 GMT

Have updated

Re: Broadband keeps dropping connection

Anonymous — Mon, 21 Mar 2022 09:19:51 GMT

Hi,

Thank you. The line test is detecting a possible fault towards the property. Does your main socket have a test socket please?

Thanks

Re: Broadband keeps dropping connection

Jowan51 — Mon, 21 Mar 2022 09:28:59 GMT

Yes I have a BT all in one type

Re: Broadband keeps dropping connection

Jowan51 — Mon, 21 Mar 2022 09:33:14 GMT

Yes if I was to take the cover off

Re: Broadband keeps dropping connection

Debbie-TalkTalk — Mon, 21 Mar 2022 09:35:18 GMT

Hi Jowan51

Would it be possible to connect the router at the test socket using a microfilter?

Thanks

Debbie

Re: Broadband keeps dropping connection

Jowan51 — Mon, 21 Mar 2022 09:47:28 GMT

Yes I think I have a microfilter that came with the router, I take the cover off and give it a try.

Done

Re: Broadband keeps dropping connection

Debbie-TalkTalk — Mon, 21 Mar 2022 09:50:09 GMT

Hi Jowan51

Thank you. Please let us know once the router is at the test socket and we can run another line test in this set up.

Debbie

Re: Broadband keeps dropping connection

Jowan51 — Mon, 21 Mar 2022 09:54:01 GMT

Hi Debbie, Have connected the microfilter and broadband is backup, please proceed with your test

Re: Broadband keeps dropping connection

Debbie-TalkTalk — Mon, 21 Mar 2022 09:58:10 GMT

Hi Jowan51

Thank you.

The same fault has been detected on the line test so the next step would be an engineer visit to the property.

Would you like me to arrange this visit?

Thanks

Debbie

Re: Broadband keeps dropping connection

Jowan51 — Mon, 21 Mar 2022 10:00:33 GMT

Yes please go ahead and book it.

Re: Broadband keeps dropping connection

Debbie-TalkTalk — Mon, 21 Mar 2022 10:04:20 GMT

Hi Jowan51

I'm just sending you a Private Message to confirm some details so we can arrange this visit.

Thanks

Debbie

Re: Broadband keeps dropping connection

Debbie-TalkTalk — Mon, 21 Mar 2022 11:44:31 GMT

Hi Jowan51

I have sent you another Private Message.

Thanks

Debbie

Re: Broadband keeps dropping connection

Debbie-TalkTalk — Mon, 21 Mar 2022 11:47:42 GMT

Hi Jowan51

Thanks for confirming your details.

Would you like me to book the first available appointment AM or PM?

Re: Broadband keeps dropping connection

Debbie-TalkTalk — Mon, 21 Mar 2022 12:07:18 GMT

Hi Jowan51

Thank you. I have arranged the engineer visit for 22/03 PM (1pm - 6pm)

Please let us know how you get on following this visit.

Thanks

Debbie

Re: Broadband keeps dropping connection

Jowan51 — Wed, 23 Mar 2022 14:34:51 GMT

Hi Debbie,

Just a update, the problem is now fixed.

There was a problem with the connection just outside of my bungalow and the combined broadband and telephone socket inside.

Thank you for your help in getting it sorted out.

With kind regards

John

Re: Broadband keeps dropping connection

Debbie-TalkTalk — Wed, 23 Mar 2022 14:36:36 GMT

Hi John

I'm so glad to hear that this fault has been fixed. Thanks for letting us know 🙂

Debbie