topic Re: We suspect an issue with your broadband in Broadband

We suspect an issue with your broadband

JGreeves — Wed, 26 Oct 2022 13:32:02 GMT

I have been having issues with my internet disconnecting a lot and being slow.

I did the live test talk talk online and got this message

We suspect an issue with your broadband

We need to run a line test between our network and your home.

During the test, your broadband and phone line will temporarily disconnect.

In order for us to keep you updated, we need your mobile number.

No.1 - I'm confused because there was no field to add a mobile number.

No.2 - Please could you test it from your end.

Re: We suspect an issue with your broadband

Skynet_TX — Wed, 26 Oct 2022 20:26:07 GMT

Hi @JGreeves,

You could maybe try a different browser, to see if the screen then looked better, alternatively the support team here on the community should be able to respond tomorrow to help further.

Re: We suspect an issue with your broadband

JGreeves — Thu, 27 Oct 2022 08:02:20 GMT

Another browser did not bring up the option.

I am also only getting 22% of my guaranteed speed.

Please can line test be completed from Talk Talk's side.

Re: We suspect an issue with your broadband

Karl-TalkTalk — Thu, 27 Oct 2022 12:15:55 GMT

Tests are showing an issue.

I've logged this out to BT Openreach for a Non Appointed engineer - Non appointed means the engineer will be dispatched to look at the line without requiring an appointment be made with you to visit your property.

Thanks

Karl.

Re: We suspect an issue with your broadband

JGreeves — Thu, 27 Oct 2022 12:24:54 GMT

Ok, Great, Thanks very much.

Any idea how long it will take until he comes out to look?

How will I receive an update on the conclusions and what was fixed?

Re: We suspect an issue with your broadband

Karl-TalkTalk — Thu, 27 Oct 2022 12:56:18 GMT

With non appointed engineers, we usually allow 24-48hrs for the engineer to go out and take a look. They may call at your house while they are in the area, but that's up to them.

If you give us a nudge after 48hrs, if you have heard or seen nothing, we can chat with Openreach or pull up the engineers report to see what has happened and if further work is needed.

Karl.

Re: We suspect an issue with your broadband

JGreeves — Thu, 27 Oct 2022 13:40:26 GMT

The inbuilt fault tracker on talk talk seems to think that the engineer has been and gone, was there any faults in the report?

I also received a text saying I should check my in home set up.

What do you suggest I should do?

Re: We suspect an issue with your broadband

Karl-TalkTalk — Thu, 27 Oct 2022 14:03:03 GMT

Openreach have rejected the fault report as they are detecting a loop on or near the premises.

Can you test the router directly at the 'Test Socket' to see if the issue persists, and if so, Openreach will ask that we book an appointment with you.

Thanks

Karl.

Re: We suspect an issue with your broadband

JGreeves — Mon, 31 Oct 2022 09:49:13 GMT

Hello,

Please could you explain the updates on the fault tracker on my account.

I have not been able to test my system at home yet as I had to buy a new microfilter because I had lost mine.

Has a new fault been found?

Re: We suspect an issue with your broadband

Karl-TalkTalk — Mon, 31 Oct 2022 10:03:23 GMT

The line test is now passing and not showing the loop fault however the fibre test is still failing and showing an issue near the premises so Openreach will request an appointment be made for an engineer.

Can you test when you can and confirm, so I can progress this as quickly as possible for you.

Thanks

Karl.

Re: We suspect an issue with your broadband

JGreeves — Mon, 31 Oct 2022 14:37:26 GMT

Hello,

I have completed the tests on my internet. I have a FTTC Pre-Filtered Main Phone Socket, I purchased a brand new microfilter and placed it inside the “Test socket”. The internet proceeded to never resolve after 5-10 mins. The talk talk router was simply flashing orange. The phone line section of the microfilter was working as my telephone had a signal. I then proceeded to try with the faceplate of the Main phone socket back on, using the microfilter and still the internet never resolved. The only internet I have is the reduced speed using Pre-filtered main phone socket port for the internet. Although, having done the test now I have seen a slight pick-up in the speed I am getting. Please let me know what to do now.

Re: We suspect an issue with your broadband

Karl-TalkTalk — Mon, 31 Oct 2022 15:05:44 GMT

line test is still showing clear and fibre test is showing an external fault now. I've taken this back to Openreach to pick up.

Karl