topic Re: Multiple engineer visits and so many issues in Broadband

Multiple engineer visits and so many issues

Setto — Thu, 19 May 2022 23:27:49 GMT

Over the last month or so my internet has had random intermittent drop outs almost everyday.

On top of that the speed slowly drops lower and lower each time until an engineer comes to fix it.

I've seen multiple of them now and the issues continue.

I've been given a replacement router, still issues, I've done so many different things and I even decided to stay when i was about to leave for Sky since I was offered a deal to stay (still haven't recieved my £130 Amazon Voucher anyway). I'm at my wits end with this, The speed is reaching low levels again and I'm gonna have to call another engineer to come and fix it.

It's also not an issue of Wifi vs LAN connection as my PC is linked via LAN.

Re: Multiple engineer visits and so many issues

Anonymous — Fri, 20 May 2022 06:53:06 GMT

Morning,

I'm sorry to hear this and I will take a look now. I've run a test on the line which has detected a potential fault. Is there any noise on the voice service? Does your main socket also have a test socket?

Thanks

Re: Multiple engineer visits and so many issues

Setto — Fri, 20 May 2022 06:54:58 GMT

I don't use a landline so I can't confirm if there's noise. Everytime I run tests I get told theres a fault too but the engineers have never done much beyond reset the cabinet and do line tests so I'm not sure how they haven't fixed it after numerous visits.

It does have a test socket it's what they used to test my line.

Re: Multiple engineer visits and so many issues

Anonymous — Fri, 20 May 2022 06:55:52 GMT

Hi,

Thanks for confirming. Is the router currently connected to the test socket at the moment?

Thanks

Re: Multiple engineer visits and so many issues

Setto — Fri, 20 May 2022 07:17:54 GMT

No it's using a wall filter/splitter.

I have no idea whats causing the issue but i'm currently down to 31mbps when I should be receiving at least 60.

It's been this way for a few weeks now it keeps shifting to lower speeds.

It's asking for me to book an engineer again but anytime I try it gives me "technical issue". I've tried on multiple browsers and even my phone.

Re: Multiple engineer visits and so many issues

Anonymous — Fri, 20 May 2022 07:31:57 GMT

Hi,

Would it be possible to connect the microfilter and router at the test socket so we can re-run the line test again please? If it still detects the same fault then we can arrange the engineer visit for you.

Thanks

Re: Multiple engineer visits and so many issues

Setto — Fri, 20 May 2022 10:51:59 GMT

Hey I do apologise but I don't seem to have any other filters. I moved a few months back and I cannot find where...if I have any..they are.

Re: Multiple engineer visits and so many issues

Anonymous — Fri, 20 May 2022 11:07:12 GMT

Hello,

Would you like us to send you a microfilter?

Thanks

Re: Multiple engineer visits and so many issues

Setto — Fri, 20 May 2022 16:26:56 GMT

If you would like to sure. Could anyone also help me set up an engineer as whenever I try to do it it gives me a technical issue on the website.

Re: Multiple engineer visits and so many issues

Debbie-TalkTalk — Mon, 23 May 2022 06:15:30 GMT

Hi Setto

The replacement microfilter is on its way. If the fault is still present with the filter at the test socket then the next step will be an engineer visit.

Thanks

Re: Multiple engineer visits and so many issues

Setto — Wed, 25 May 2022 09:19:37 GMT

Hey, I have the microfilter in and the issue is still present from the line tests I just did. You can do one too if you wish.

Re: Multiple engineer visits and so many issues

Debbie-TalkTalk — Wed, 25 May 2022 09:32:48 GMT

Hi Setto

Thanks for your reply.

I've completed another line test and it is detecting a potential fault towards the property and Openreach are requesting that we arrange a visit.

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

Thanks

Re: Multiple engineer visits and so many issues

Debbie-TalkTalk — Wed, 25 May 2022 10:02:15 GMT

Hi Setto

Thanks for confirming your details.

Please can you also provide your availability for an engineer visit AM and PM?

Re: Multiple engineer visits and so many issues

Debbie-TalkTalk — Wed, 25 May 2022 10:09:53 GMT

Hi Setto

Thanks for the Private Message.

I have arranged the engineer visit for Friday 27/05 AM (8am - 1pm)

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

Thanks

Debbie

Re: Multiple engineer visits and so many issues

Setto — Fri, 27 May 2022 11:30:26 GMT

Hey is there also anyway someone can tell me the situation on my voucher for £130 i was offered?. I know it's up to 45 days but it's been a few weeks and I'm just wondering if it's still being sent to me or not.

Re: Multiple engineer visits and so many issues

Debbie-TalkTalk — Fri, 27 May 2022 11:33:34 GMT

Hi Setto

Has the engineer attended?

If you create a topic below in the billing section then my colleague Arne can take a look at the voucher for you

Billing - TalkTalk Help & Support

Re: Multiple engineer visits and so many issues

Setto — Fri, 27 May 2022 11:34:34 GMT

Hi yes, they said because the disconnections are so random it's almost impossible to find the fault and they generally have no idea what could be causing it.

Re: Multiple engineer visits and so many issues

Debbie-TalkTalk — Fri, 27 May 2022 11:35:24 GMT

Hi Setto

Was the engineer able to replicate the fault?

Re: Multiple engineer visits and so many issues

Setto — Fri, 27 May 2022 11:37:02 GMT

No, the random disconnects and issues are so hard to follow he basically said that there's no way he could tell what was causing it or when they happen. He saw the most recent fault but had no idea what caused it.

Re: Multiple engineer visits and so many issues

Debbie-TalkTalk — Fri, 27 May 2022 11:41:42 GMT

Hi Setto

I'm sorry to hear this.

Are you still experiencing the same fault?