topic Re: (REP-12598386) Fault report cannot "Contact our team". in Broadband

(REP-12598386) Fault report cannot "Contact our team".

binz01 — Tue, 07 Mar 2023 16:58:29 GMT

Hi There.

The large blue button with "Contact our team" written on it, within the "Fault timeline" does not work hence me being here.

I seem to be struggling to obtain the guaranteed 54Mbps when I run a speed test then line check etc.

My telephone number is in my details here I believe.

Not sure how to proceed. I have the one master socket in the flat, with a filter to split the signal (old type flush LJ3/1A socket) no others to interfere with. Wifi Hub is directly connected to that. Cat 7e cable, new filter and ADSL RJ11 cable bought to replace what I had which was very old.

Thanks.

Re: (REP-12598386) Fault report cannot "Contact our team".

ferguson — Tue, 07 Mar 2023 17:00:34 GMT

You have come ro the right place. The support team here will look into this for you, but don't expect a reply from them before tomorrow.

Re: (REP-12598386) Fault report cannot "Contact our team".

Debbie-TalkTalk — Wed, 08 Mar 2023 07:14:03 GMT

Hi binz01

I'm sorry to hear this.

I've completed a line test which has detected a potential fault towards the property and Openreach are requesting that we arrange an engineer visit.

Just to confirm, you have no test socket? but the router is connected directly at the master socket?

Do you have any extension sockets in use?

Re: (REP-12598386) Fault report cannot "Contact our team".

binz01 — Wed, 08 Mar 2023 09:53:09 GMT

Hi.

Yes I only have the one socket into the flat, the socket is a flush old style. and the router is directly connected to it.

Re: (REP-12598386) Fault report cannot "Contact our team".

binz01 — Wed, 08 Mar 2023 09:55:36 GMT

No other extension. I don't even use a phone other than my mobile. I have an old phone that's put away and only brought out to check if there is a tone when plugged in.

Re: (REP-12598386) Fault report cannot "Contact our team".

Debbie-TalkTalk — Wed, 08 Mar 2023 09:55:50 GMT

Hi binz01

Thanks for your reply.

Would you like me to send a replacement router first so we can rule this out?

The next step will be an engineer visit to the property. (Openreach)

Thanks again.

Debbie

Re: (REP-12598386) Fault report cannot "Contact our team".

binz01 — Wed, 08 Mar 2023 10:51:04 GMT

Hi.

I had issues with my other router that I was using (TP-Link Archer). I finally got the Wifi Hub out of it's box about two weeks ago to check if it was my other router causing issues. But it's occurring with this one as well, so I don't think it's the router at fault as I have seen higher speeds once or twice last week or the week before.

Thanks.

Re: (REP-12598386) Fault report cannot "Contact our team".

Chris-TalkTalk — Wed, 08 Mar 2023 11:48:58 GMT

Hi binz01,

When you tested with your old phone was there a dial tone? Was there any noise on the line?

Chris

Re: (REP-12598386) Fault report cannot "Contact our team".

binz01 — Wed, 08 Mar 2023 11:55:13 GMT

Hi Chris.

Just plugged phone directly into socket to check.

Very strong dial tone, could not hear any hissing, crackling, popping etc.

Thanks.

Michael.

Re: (REP-12598386) Fault report cannot "Contact our team".

Chris-TalkTalk — Wed, 08 Mar 2023 11:58:12 GMT

OK thanks Michael. To investigate the broadband issue further we'll need to arrange an engineer visit. If you'd like us to do this please let us know and we'll confirm some details with you

Chris

Re: (REP-12598386) Fault report cannot "Contact our team".

binz01 — Wed, 08 Mar 2023 12:12:43 GMT

Hi Chris.

The line test you guys did showed a protentional problem somewhere on the line so I think it would be nice to have it checked.

I will be at work though from this Friday till next Monday then off from Tuesday the 14th for the whole week.

Thanks.

Re: (REP-12598386) Fault report cannot "Contact our team".

Chris-TalkTalk — Wed, 08 Mar 2023 12:46:12 GMT

Yes the line test is picking up a potential issue. If you'd like us to arrange an engineer visit to investigate further can you confirm:

That you accept potential Engineers charges
Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.
Confirm your mobile number

I've also sent you a PM to confirm some other details

Thanks

Chris

Re: (REP-12598386) Fault report cannot "Contact our team".

binz01 — Wed, 08 Mar 2023 13:04:30 GMT

Hi Chris.

Mobile No (should be in my details: beginning 0776 ends in 553.

I except potential charges.

Availability: Tomorrow Thursday 9th AM & PM, Friday 10th PM (1.30pm onwards). Tuesday 14th, Wednesday 15th Thursday 16th Friday 17th Monday 20th Am & PM.

Thanks.