topic Re: Repeated disconnections for months despite engineer in Broadband

Repeated disconnections for months despite engineer

Marshall117 — Tue, 07 Jun 2022 13:58:34 GMT

Our internet has been randomly dropping it's connection for the last few months, despite being stable for over 20 years, from dial up, to ADSL, to fibre.

We have suffered the torture of online chat who sent an engineer out.

The engineer came and internet was fine, although we explained that the connection was failing to the openreach modem, before the talk talk router.

He left and we were charged for the visit, stating it was a home network issue.

This we will be legally disputing.

This is despite every device being able to connect to the router but not to the internet as the openreach was not connected to internet or DSL, no lights on either.

We have two essential homeworkers struggling with possible loss of jobs due to this issue which has been explained is a outside network issue.

As stated this is causing considerable lost earnings and fear of job loss

We are stuck and apart from paying for legal help do not know what to do.

Re: Repeated disconnections for months despite engineer

Chris-TalkTalk — Tue, 07 Jun 2022 14:02:35 GMT

Hi Marshall117,

Sorry to hear you're experiencing problems with your service 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

Chris

Re: Repeated disconnections for months despite engineer

Marshall117 — Tue, 07 Jun 2022 15:19:28 GMT

Thanks Chris have updated contact details but I am unavailable as I'm the only family member not working from home.

You can contact another family member on my alternate phone number.

Re: Repeated disconnections for months despite engineer

Anonymous — Wed, 08 Jun 2022 05:54:42 GMT

Hello,

Can you please update your community profile to include your:

TalkTalk Telephone 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: Repeated disconnections for months despite engineer

Marshall117 — Wed, 08 Jun 2022 16:48:57 GMT

Profile updated but please use alternate phone number as I am unavailable all day

Re: Repeated disconnections for months despite engineer

Anonymous — Thu, 09 Jun 2022 05:19:49 GMT

Hello,

I've checked your Community Profile, however I can't see your home telephone number. Can you try adding this to your Community Profile again and then save the changes please. We need the home telephone number to identify the line connection. Just to advise, we don't call you directly as we provide support via the Community only. Please do not post any personal information on the Community.

Thanks

Re: Repeated disconnections for months despite engineer

Marshall117 — Thu, 09 Jun 2022 07:52:13 GMT

Sorry was unaware you wanted landline.

Has been updates

Re: Repeated disconnections for months despite engineer

Anonymous — Thu, 09 Jun 2022 08:08:24 GMT

Morning,

Thank you. I'm experiencing an issue running a line test at the moment so I will try this again shortly and will post back here with an update.

Thanks

Re: Repeated disconnections for months despite engineer

Anonymous — Thu, 09 Jun 2022 09:45:13 GMT

Hi,

Apologies, we're still investigating the line test issue so we will try again shortly and will again post back once this is able to run.

Thanks

Re: Repeated disconnections for months despite engineer

Anonymous — Thu, 09 Jun 2022 10:51:56 GMT

Hello,

Again apologies for the delay. The line test is clear, however I can see re-connections on the line. Can I just confirm, do any lights change on the Openreach modem or just the router?

Thanks

Re: Repeated disconnections for months despite engineer

Marshall117 — Mon, 20 Jun 2022 11:26:15 GMT

I am still having mayor connection issues.
After you running your tests about a week ago the connection stabilized for about 5 days, only dropping the connection once or twice a day, but the last 3 days it has been hell.
Nothing has changed on our internal network and all devices wired or wireless can all access the separate TalkTalk router and each other through it.
Yet again it is the connection from the exchange to us as shown by the absence of both the DSL and internet lights on the separate Openreach modem.
This has now been going on for months.
We trying to work from home and are paying for a service that is getting unusable.

The companies we work for have been patient but that is running out.
The engineer you sent out to us did not find any issues as the connection can be stable for minutes, hours, or days, completely pot luck.
And you charged us for his visit despite him solving nothing.
A charge that I need refunding.
Below is the connection drops from the last few days.

18/06/2022 00:31:24 0:01:46
LAN OK - 192.168.1.1 responded in 0 ms

18/06/2022 03:04:35 0:03:29
LAN OK - 192.168.1.1 responded in 0 ms

18/06/2022 04:25:12 0:01:58
LAN OK - 192.168.1.1 responded in 0 ms

18/06/2022 06:14:43 0:02:08
LAN OK - 192.168.1.1 responded in 0 ms

18/06/2022 10:46:15 0:01:58
LAN OK - 192.168.1.1 responded in 1 ms

18/06/2022 11:03:18 0:01:42
LAN OK - 192.168.1.1 responded in 0 ms

18/06/2022 11:13:38 0:02:13
LAN OK - 192.168.1.1 responded in 0 ms

18/06/2022 11:25:44 0:02:08
LAN OK - 192.168.1.1 responded in 0 ms

18/06/2022 11:49:01 0:05:17
LAN OK - 192.168.1.1 responded in 0 ms

18/06/2022 12:50:21 0:02:16
LAN OK - 192.168.1.1 responded in 0 ms

18/06/2022 13:01:53 0:02:52
LAN OK - 192.168.1.1 responded in 0 ms

18/06/2022 13:05:25 0:02:03
LAN OK - 192.168.1.1 responded in 0 ms

18/06/2022 13:08:08 0:04:34
LAN OK - 192.168.1.1 responded in 0 ms

18/06/2022 14:14:50 0:02:51
LAN OK - 192.168.1.1 responded in 0 ms

18/06/2022 15:40:52 0:01:39
LAN OK - 192.168.1.1 responded in 0 ms

18/06/2022 17:58:26 0:01:37
LAN OK - 192.168.1.1 responded in 0 ms

18/06/2022 18:48:06 0:01:45
LAN OK - 192.168.1.1 responded in 0 ms

18/06/2022 19:08:23 0:02:04
LAN OK - 192.168.1.1 responded in 0 ms

18/06/2022 22:32:28 0:02:51
LAN OK - 192.168.1.1 responded in 0 ms

19/06/2022 05:04:46 0:04:17
LAN OK - 192.168.1.1 responded in 0 ms

19/06/2022 06:48:07 0:02:00
LAN OK - 192.168.1.1 responded in 0 ms

19/06/2022 08:02:05 0:02:17
LAN OK - 192.168.1.1 responded in 0 ms

19/06/2022 11:39:57 0:02:09
LAN OK - 192.168.1.1 responded in 0 ms

19/06/2022 15:12:43 0:02:11
LAN OK - 192.168.1.1 responded in 0 ms

19/06/2022 15:34:58 0:02:09
LAN OK - 192.168.1.1 responded in 0 ms

19/06/2022 15:37:50 0:01:34
LAN OK - 192.168.1.1 responded in 0 ms

19/06/2022 16:18:21 0:06:49
LAN OK - 192.168.1.1 responded in 0 ms

19/06/2022 16:30:07 0:01:46
LAN OK - 192.168.1.1 responded in 0 ms

20/06/2022 10:34:57 0:03:24
LAN OK - 192.168.1.1 responded in 0 ms

20/06/2022 11:44:27 0:01:49
LAN OK - 192.168.1.1 responded in 0 ms

20/06/2022 11:46:56 0:11:06
LAN OK - 192.168.1.1 responded in 0 ms

20/06/2022 12:01:12 0:01:47
LAN OK - 192.168.1.1 responded in 0 ms

20/06/2022 12:08:39

Re: Repeated disconnections for months despite engineer

Chris-TalkTalk — Mon, 20 Jun 2022 11:42:46 GMT

Hi Marshall117,

I'm sorry to hear that you're still experiencing problems with your broadband service. Are you experiencing any problems with your telephone service, any noise on the line?

Chris

Re: Repeated disconnections for months despite engineer

Marshall117 — Mon, 20 Jun 2022 12:03:58 GMT

There is no line noise at all.

Re: Repeated disconnections for months despite engineer

Chris-TalkTalk — Mon, 20 Jun 2022 12:08:26 GMT

Ok thank. We can arrange an engineer visit to investigate further, if you'd like us to do this please let us know and we'll confirm some details with you

Chris

Re: Repeated disconnections for months despite engineer

Marshall117 — Mon, 20 Jun 2022 12:41:01 GMT

An engineer visit is fine as long as we are not charged for an because they cannot find the external issue. As stated, we are already seeking free legal advice to reimburse us for the last visit.

The engineer at that visit said our internal network was fine and that it would be an exchange issue and he would get the external lines, exchange etc fixed..

There was no mention of us being charged as the issue was not on our side

No mention of a charge as

Re: Repeated disconnections for months despite engineer

Chris-TalkTalk — Mon, 20 Jun 2022 13:04:02 GMT

You would need to agree to potential engineer charges before we can arrange the engineer visit, please see Engineer charges - TalkTalk Help & Support

Chris

Re: Repeated disconnections for months despite engineer

Marshall117 — Mon, 20 Jun 2022 14:36:11 GMT

The problem is "potential engineer charges"

I agreed to this last time, and although no faults were found at my premises, somewhere where there has been no faults for over 20 years,

Where your own logs, my logs and the openreach modem show DSL dropping and internet dropping out, I was still charged and nothing was done.

Re: Repeated disconnections for months despite engineer

Marshall117 — Mon, 20 Jun 2022 14:38:01 GMT

As stated, my internal network is fine and all connections are fine to the router, and to each other via the router.

The connection to the openreach is the issue

Re: Repeated disconnections for months despite engineer

Chris-TalkTalk — Tue, 21 Jun 2022 06:27:39 GMT

As the line tests are passing we would need to arrange an engineer visit to your home and to do this we would need you to confirm that you accept potential engineer charges. I've run another line test and although it's passing it is showing reconnections so if the problem isn't on your internal network then there shouldn't be a charge

Chris

Re: Repeated disconnections for months despite engineer

Marshall117 — Tue, 21 Jun 2022 06:31:12 GMT

Thats the issue Chris

We didnt show any issues on our internal connection last time, and the engineer left saying he would sort at exchange.

Then we had the bill of £60 ish completely out of the Blue.

I am sure you should be able to check the records of the engineers visit to see this.