topic Re: always a problem with the line in Broadband

always a problem with the line

grahamh123 — Mon, 20 Mar 2023 16:34:05 GMT

So internet is really slow today - I am on fibre150 data only. When I run a speed test it gives me 38Mb down and 30Mb up to my device. Doesn't show a speed to my hub. When I do a line test it ALWAYS comes back with "we think you have a problem with your line" and then it says "we are working on it, please check back in a couple of day" When I check back in a couple of days the fault has been cleared - no message. A few days later it does it again. Last time I spent some time on the phone and was sent a new LAN cable, no difference. Starting to wonder why I went for fibre 150 as it seems no better.

Re: always a problem with the line

Anonymous — Tue, 21 Mar 2023 06:58:40 GMT

Hello,

I'm sorry to hear this. Can I just confirm, is the speed also low if you connect wired? What speeds are you seeing if you connect directly at the ONT with the router removed?

Thanks

Re: always a problem with the line

grahamh123 — Tue, 25 Apr 2023 12:17:41 GMT

Ok so I am back to - there is a fault on your line (dated yesterday) and 'we are trying to fix it'( how exactly and what is the problem with the line?). Since then the internet(wifi) drops out every few seconds or every minute. Can't listen to the radio (Alexa) or stream TV as it continually comes up with check your internet and freezes.

Why is that talktalk cannot provide me with a reliable service? If this is the case then can I terminate my contract without penalty? After all I am paying for a service which talktalk are not providing.

Re: always a problem with the line

grahamh123 — Tue, 25 Apr 2023 12:36:18 GMT

Speed is not bad. Cannot connect directly as I run a desktop from the study via an extender and lan. The problem is with the wifi. Don't notice any dropouts on my desktop via the lan. Have tried shutting down the router for 30 mins and rebooting it - no difference. As I said when I run a connection check it invariably comes up with a fault on the line (as it is now) and the message check again in a few days time. really can't be doing with it.

Re: always a problem with the line

Chris-TalkTalk — Tue, 25 Apr 2023 13:51:13 GMT

Hi Graham,

Do the lights change on the ONT or router when the connection drops?

Chris

Re: always a problem with the line

grahamh123 — Tue, 25 Apr 2023 15:02:20 GMT

Hi Chris,

couldn't say. It drops out for a few seconds, a minute at the most and I'm nowhere near the ont at the time. But......why is it that when I do a connection test there is always a fault on the line; then ' come back and check in a couple of days' message and when I go back in a day or so the fault log is gone - till next time.

Re: always a problem with the line

Chris-TalkTalk — Wed, 26 Apr 2023 06:45:03 GMT

I don't know why it's showing a fault, I've run a couple of line tests and they are passing. If possible the next time the connection drops could you check the router and ONT to see if the lights have changed

Chris

Re: always a problem with the line

grahamh123 — Thu, 27 Apr 2023 12:30:53 GMT

Hi Chris,

Ok, you confirm what I already said. I check the line - it finds a snag and tells me to check again in a couple of days. When I do there's no follow up info so I assume its all been fixed. Next day or so it does it again with same messages and same result. You say you checked the line a couple of times and there's no fault apparent. Today I cannot stream to alexa, it drops out repeated for up to 30 seconds at a time. Same with the tv. Cannot see anything on my PC as its connected via lan. Cannot see any changes to lights on the box on the wall or the router. About ready to give up on Talktalk. If I can't get a reliable service then I shall have to leave. Just run a line test and it finds a fault (27/04/2023), check back in a couple of days etc etc. No mention of the same message on the 24th. Need to upgrade this to a formal complaint.

regards

Re: always a problem with the line

Chris-TalkTalk — Thu, 27 Apr 2023 13:26:21 GMT

Hi Graham,

Line test is still passing. Which router do you have? Have you tested with a different router?

Chris

Re: always a problem with the line

grahamh123 — Thu, 27 Apr 2023 15:07:45 GMT

Just run another line test and it still shows the fault being investigated. Can I use the old (pre FF) router?

Re: always a problem with the line

grahamh123 — Thu, 27 Apr 2023 15:09:09 GMT

Just run another line test and it still shows the fault being investigated. Can I use the old (pre FF) router?

Re: always a problem with the line

Chris-TalkTalk — Fri, 28 Apr 2023 06:43:28 GMT

What is the make and model number of the pre FF router?

Chris

Re: always a problem with the line

grahamh123 — Fri, 28 Apr 2023 08:12:25 GMT

uawei 8041w-2.t5/av1/c1

Re: always a problem with the line

Chris-TalkTalk — Fri, 28 Apr 2023 08:31:34 GMT

OK thanks, that should work. Could you give it a try and let us know how you get on

Chris

Re: always a problem with the line

grahamh123 — Fri, 28 Apr 2023 10:10:38 GMT

Ok Have connected. Seems to work fine. Down speed 90, up speed 30 via extender and lan. No drop outs yet, watch this space.

Thanks

Re: always a problem with the line

Chris-TalkTalk — Fri, 28 Apr 2023 10:24:55 GMT

OK, thanks for the update

Chris

Re: always a problem with the line

grahamh123 — Fri, 28 Apr 2023 21:00:19 GMT

ok so its run fine with no more dropouts. It seems to me that the fault is withy the eero 6. Old router runs fine but slower. 64k question is how do I get the eero swapped out. Over the last 2 days I have spent some 3+ hours on the phone with tech help. All they want to do is get me to BUY more eero's for £6 per month or upgrade to fibre 500 - and therefore get eero's and pay more. Gave up this afternoon and refused to hold on the line any more. How do I get a faulty eero swapped out? It's not really supposed to be this difficult is it?

Re: always a problem with the line

Debbie-TalkTalk — Mon, 01 May 2023 08:36:48 GMT

Hi grahamh123

Thanks for your reply.

Can I just check, did we send you this eero or did you purchase this yourself?

Re: always a problem with the line

grahamh123 — Mon, 01 May 2023 08:43:23 GMT

Hi Debbie,

talktalk sent me the eero6 when I signed up in Jan. If I had bought it from Amazon I would already have sent it back. Did you see my post re dropout problems with eero6 after s/w update .13? Seems like quite a common problem according to posts on the eero site.

Re: always a problem with the line

Karl-TalkTalk — Mon, 01 May 2023 08:55:01 GMT

I'll swap out the eero6. a replacement is on the way and we can see how this one behaves.

Karl.