topic Re: CONTRADICTORY MESSAGES FROM TALK TALK RE STATUS OF MY LINE CONNECTION in Broadband

CONTRADICTORY MESSAGES FROM TALK TALK RE STATUS OF MY LINE CONNECTION

Fizzbin2000 — Tue, 10 Jan 2023 20:16:01 GMT

I just ran a test on my connection as my internet has been poor lately - regularly turning off and needing to be rebooted using the modem box.

I received an e-mail from TALK TALK saying the test had been fine and they couldn't find any problems with the line. Everythnig working as it should do etc.

On the TALK TALK web page - where I initiated the test on my line - I get a message saying " Please contact us. We've found an issue with your connection and need to speak to you. Please chat with us using the link below." The link - of course - does not work.

What am I to make of this TALK TALK? Please enlighten me - is my service running as it should or not?

Re: CONTRADICTORY MESSAGES FROM TALK TALK RE STATUS OF MY LINE CONNECTION

Debbie-TalkTalk — Wed, 11 Jan 2023 07:08:10 GMT

Hi Fizzbin2000

I'm sorry to hear this.

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

Is your router currently connected at the test socket? Which router are you using? (make and model)

Re: CONTRADICTORY MESSAGES FROM TALK TALK RE STATUS OF MY LINE CONNECTION

Fizzbin2000 — Wed, 11 Jan 2023 19:34:51 GMT

Thanks for getting back to me.

My router is not plugged directly into my master socket - it never has been and it's not been a problem before.

The router is a D-Link model DSL-3782.

Re: CONTRADICTORY MESSAGES FROM TALK TALK RE STATUS OF MY LINE CONNECTION

Fizzbin2000 — Wed, 11 Jan 2023 19:36:10 GMT

Thanks for getting back to me.

Router it not connected directly to the master socket - but via an extension - but it's never been a problem before.

The router is a D-Link model DSL-3782.

Re: CONTRADICTORY MESSAGES FROM TALK TALK RE STATUS OF MY LINE CONNECTION

Debbie-TalkTalk — Thu, 12 Jan 2023 06:32:12 GMT

Hi Fizzbin2000

Thanks for your reply.

Would it be possible to connect the router at the test socket just so we can run one more line test in this set up?

I think we should also send a replacement router, are you happy for me to arrange this?

Thanks again.

Debbie

Re: CONTRADICTORY MESSAGES FROM TALK TALK RE STATUS OF MY LINE CONNECTION

Debbie-TalkTalk — Fri, 13 Jan 2023 11:27:06 GMT

Hi Fizzbin2000

Do you still need help with this?

Thanks

Debbie

Re: CONTRADICTORY MESSAGES FROM TALK TALK RE STATUS OF MY LINE CONNECTION

Fizzbin2000 — Fri, 13 Jan 2023 15:22:45 GMT

Thanks for getting back to me.

Afraid not possible to connect direct to the master socket - it is in another room and inaccessible.

On the router issue - is my one out of date? How stressful will it be to set up a new one? Will be a better model? Will I need a new password?

Performance of my internet has not been too bad in the last week but I do think there is a problem with my phone line but that will be for BT to resolve rather than Talk Talk?

Re: CONTRADICTORY MESSAGES FROM TALK TALK RE STATUS OF MY LINE CONNECTION

Anonymous — Mon, 16 Jan 2023 06:11:23 GMT

Morning,

Thanks for confirming. What issues are you experiencing with the voice service as this can affect the broadband connection? The new router will just need to be connected.

Thanks

Re: CONTRADICTORY MESSAGES FROM TALK TALK RE STATUS OF MY LINE CONNECTION

Fizzbin2000 — Wed, 18 Jan 2023 13:25:13 GMT

I have three phones and on one of them the person on the other end of the line cannot hear me very well.

On the other two phones I sometimes get an echo effect, the volume of the call fluctuates and there are various noises like clicks in the background.

Also - whenever I answer my landline phone (or at least one of the three phones I have) the internet cuts out and I have to turn the black box device (router) on and off again.

I think this is a problem with my landline phone so it's for BT not Talk Talk?

Re: CONTRADICTORY MESSAGES FROM TALK TALK RE STATUS OF MY LINE CONNECTION

ferguson — Tue, 17 Jan 2023 20:05:47 GMT

Are your phones connected as a wireless set, or do you have separate extension sockets?

Re: CONTRADICTORY MESSAGES FROM TALK TALK RE STATUS OF MY LINE CONNECTION

Chris-TalkTalk — Wed, 18 Jan 2023 07:37:44 GMT

Hi Fizzbin2000,

As ferguson has asked, are the phones a wireless set? If they are do you have another telephone that you can test with?

Chris

Re: CONTRADICTORY MESSAGES FROM TALK TALK RE STATUS OF MY LINE CONNECTION

Fizzbin2000 — Wed, 18 Jan 2023 13:24:33 GMT

I have three phones - the main one is plugged into the master socket and I have extensions running from that to two other phone sockets in different parts of the house. So all phones plug (directly or indirectly) into a BT wall socket. I don't have any other phones other than my mobile.

Re: CONTRADICTORY MESSAGES FROM TALK TALK RE STATUS OF MY LINE CONNECTION

Chris-TalkTalk — Wed, 18 Jan 2023 13:36:28 GMT

Would it be possible to just test with one telephone connected to the test socket - Your guide to main phone sockets - TalkTalk Help & Support

Chris

Re: CONTRADICTORY MESSAGES FROM TALK TALK RE STATUS OF MY LINE CONNECTION

Fizzbin2000 — Thu, 19 Jan 2023 20:19:16 GMT

I can't really do that I'm afraid.

I just ran a speed test on my service and the results were:

Speed to router 16Mbps (Poor)

Speed to my device 10Mbps download/2Mbps upload (Poor)

Talk Talk say they guarantee 20Mbps.

Looks like I will be moving to a new ISP very shortly....

Re: CONTRADICTORY MESSAGES FROM TALK TALK RE STATUS OF MY LINE CONNECTION

ferguson — Thu, 19 Jan 2023 20:23:06 GMT

How is another ISP going to improve your internal setup? Why can you not connect to the test socket? If an engineer were to attend that is one of the first things they would want to check.

Re: CONTRADICTORY MESSAGES FROM TALK TALK RE STATUS OF MY LINE CONNECTION

Fizzbin2000 — Thu, 19 Jan 2023 20:26:15 GMT

I am considering ditching the landline completely - the quality of the line is so poor and I will switch to using a mobile phone only. I will move to getting a 4G home hub from "3" for all my broadband needs.

Re: CONTRADICTORY MESSAGES FROM TALK TALK RE STATUS OF MY LINE CONNECTION

Anonymous — Fri, 20 Jan 2023 06:23:57 GMT

Morning,

We can arrange an engineer visit to investigate, however just to advise that if voice service is ok at the test socket then possible time related charges may apply. Does the voice issue still happen if you unplug the router for a short period? I'm just wondering if it could be related to the router.

Thanks

Re: CONTRADICTORY MESSAGES FROM TALK TALK RE STATUS OF MY LINE CONNECTION

Fizzbin2000 — Fri, 20 Jan 2023 09:14:05 GMT

I am going to do a few tests this morning.

Just to give you more information:

I have one main phone socket in my lounge but it is difficult to access easily because it is behind a large storage unit (with my TV mounted on it) and bookcase so it means I have to remove loads of heavy items from that in order to move it to get behind it.

My main phone is plugged in there and - more or less - seems to work OK.

I have a split/divder attached to that main phone socket so that I can run an additional phone line and have a phone in two other rooms - one around the corner and the other on the floor above. So there is an additional line (from the main socket) going from my lounge round the corner into my study (where my router is located) and then up the stairs to a third telephone point in my bedroom.

The problem I am having (one of several) is that when I pick up the phone to make a call or to answer it (call them phone 2 and phone 3) my internet service goes down, sometimes for a short time (maybe a minute) and then resets itself or I have to restart the router.

Then the speed test I did last night gave very poor results and when I do a test on the line there is a problem detected. Could that problem be outside rather than inside?

Re: CONTRADICTORY MESSAGES FROM TALK TALK RE STATUS OF MY LINE CONNECTION

Fizzbin2000 — Fri, 20 Jan 2023 09:15:28 GMT

Test 1 - I have tracked the telephone and looked to see if any obvious damage or issues that might prevent it from working. I have disconnected Phone 2. I will run a test now and report back.

Re: CONTRADICTORY MESSAGES FROM TALK TALK RE STATUS OF MY LINE CONNECTION

Anonymous — Fri, 20 Jan 2023 09:16:58 GMT

Hi,

Ok, thanks for the update and please let us know how it compares.

Thanks