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

We suspect an issue with your broadband

Esme666 — Wed, 09 Nov 2022 23:34:53 GMT

Internet has been really bad lately. Not meeting our average speed at all.

When I do service check I get the 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.

but there is no where to enter a mobile number?

Really want this fixed, can really struggle to load webpages at this point.

Re: We suspect an issue with your broadband

Anonymous — Thu, 10 Nov 2022 07:21:04 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. Are you experiencing any issues with the voice service such as noise on the line? Does your main socket have a test socket please? If it does then would it be possible to connect the microfilter, router and phone directly at the test socket so we can re-run the line test in this set up please?

Thanks

Re: We suspect an issue with your broadband

Esme666 — Thu, 10 Nov 2022 08:09:39 GMT

Morning,

I don't think there's any issue with the voice service, not hearing a noise.

My main socket does have a test socket. I'll put the micro filter into that now.

Thanks

Re: We suspect an issue with your broadband

Esme666 — Thu, 10 Nov 2022 08:11:20 GMT

Morning,

I don't think there's any issue with the voice service, not hearing a noise.

My main socket does have a test socket. I'll put the micro filter into that now.

Thanks

Re: We suspect an issue with your broadband

Debbie-TalkTalk — Thu, 10 Nov 2022 09:02:05 GMT

Hi Esme666

Is the router at the test socket now? I will run another line test.

Re: We suspect an issue with your broadband

Esme666 — Thu, 10 Nov 2022 09:03:14 GMT

Yes it is.

Thank you

Re: We suspect an issue with your broadband

Debbie-TalkTalk — Thu, 10 Nov 2022 09:10:48 GMT

Hi Esme666

Thank you. The line test is still detecting a potential fault towards the property and Openreach are requesting that we arrange an engineer visit.

Would you like me to arrange an engineer visit?

Re: We suspect an issue with your broadband

Esme666 — Thu, 10 Nov 2022 09:11:51 GMT

Yes please. That would be great!

Re: We suspect an issue with your broadband

Debbie-TalkTalk — Thu, 10 Nov 2022 09:24:54 GMT

Hi Esme666

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

Thanks again.

Re: We suspect an issue with your broadband

Debbie-TalkTalk — Thu, 10 Nov 2022 10:27:28 GMT

HI Esme666

Thanks for confirming your details.

I have arranged the engineer visit for tomorrow 11/11 AM (8am - 1pm)

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

Thanks

Debbie