topic Re: Connection dropping out several times in Broadband

Connection dropping out several times

DomTalk — Fri, 17 Nov 2023 15:18:47 GMT

it's been a few weeks now that I keep having issues with the connection (it keeps dropping out, to then reconnect a few minutes later). It keeps flashing the alternating yellow/white light for ages, my phone and computer says it's connected but there is no actual connection.
It happened this morning as well, and then again a few minutes ago...

I see that I am not the only one having this problem, but I really want to know how/when this is going to be fixed? As I need a solid connection to work.

Not sure if it's a line issue, or it's the router (about 3 years old)?

Thanks

Re: Connection dropping out several times

KeithFrench — Fri, 17 Nov 2023 22:17:11 GMT

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first. Please try to avoid posting on here until TalkTalk has responded to you, otherwise, this will just put you further down the queue.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Re: Connection dropping out several times

Debbie-TalkTalk — Mon, 20 Nov 2023 07:30:58 GMT

Hi DomTalk

I'm really sorry to hear this.

Please can you add your TalkTalk landline number to your Community Profile, we can then take a look at this for you.

Thanks

Debbie

Re: Connection dropping out several times

DomTalk — Mon, 20 Nov 2023 17:28:21 GMT

Hi Debbie, I've just added my number (or at least I think that's my number, according to my account, as I've never used the landline).
thanks

Re: Connection dropping out several times

tinkerbell//40 — Mon, 20 Nov 2023 22:30:28 GMT

Having the same issue with connection keeps dropping out.

Checked and no issues reported for my area.

Pressing on/off button on router manages to get back online, but why is this occurring so often?

Re: Connection dropping out several times

Gliwmaeden2 — Mon, 20 Nov 2023 23:37:56 GMT

Always start your own thread for this sort of support issue, @tinkerbell//40.

Please return to the message board and click on start a topic.

Re: Connection dropping out several times

Debbie-TalkTalk — Tue, 21 Nov 2023 06:57:30 GMT

Hi DomTalk

Thank you.

The line test has detected a potential issue.

Is the router at the test socket at the moment? Would you like me to send a replacement router for testing first so we can rule this out causing any issues?

Re: Connection dropping out several times

DomTalk — Tue, 21 Nov 2023 08:09:28 GMT

Hi Debbie

sorry what do you mean by “test socket”? I’ve never touched the router since it’s been installed, so I assume it’s where it’s supposed to be?

Actually yes please, if you could send a replacement, that would be great. Hopefully that will fix the problem.

thanks

Re: Connection dropping out several times

Debbie-TalkTalk — Tue, 21 Nov 2023 08:36:41 GMT

Hi DomTalk

Thanks for your reply.

The replacement router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks again.

Debbie

Re: Connection dropping out several times

Debbie-TalkTalk — Fri, 24 Nov 2023 09:35:27 GMT

Hi DomTalk

Have you received the replacement router?

Re: Connection dropping out several times

DomTalk — Fri, 24 Nov 2023 10:07:03 GMT

Hi Debbie

yes, I actually replied to you via email, but I see it didn't bring my message here. Anyway I got the new router and I've already planned the return of the old one for today.

That being said, I think that unfortunately the problem is still there, I also did a test through TalkTalk website "track my fault" and it says that in fact there is a problem in the line and they are now working on it, so hopefully it won't take long?

Thanks

Re: Connection dropping out several times

Gliwmaeden2 — Fri, 24 Nov 2023 10:11:47 GMT

The email notification address is No Reply, so nothing will ever come through that way.

You must always reply via the forum thread (or PM, if requested by staff).

Re: Connection dropping out several times

Debbie-TalkTalk — Fri, 24 Nov 2023 10:12:12 GMT

Hi DomTalk

Apologies, we can only see replies directly on the Community and not an email reply.

If the connection is still dropping with the new router at the test socket then the next step will be an Openreach engineer visit, would you like me to arrange this?

Re: Connection dropping out several times

DomTalk — Fri, 24 Nov 2023 10:14:13 GMT

Hi Debbie

yes please, when would they come?

Re: Connection dropping out several times

Debbie-TalkTalk — Fri, 24 Nov 2023 10:17:12 GMT

Hi DomTalk

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

Please post back here to confirm once you have received the PM and completed the form.

Thanks again.

Re: Connection dropping out several times

DomTalk — Fri, 24 Nov 2023 10:21:43 GMT

I've read the message and it asks me to accept any possible charges from the visit? I do NOT accept to pay anything, I thought you were supposed to fix the problem without me paying for it, considering it's not my fault this happened?

Re: Connection dropping out several times

Chris-TalkTalk — Fri, 24 Nov 2023 10:36:59 GMT

Hi DomTalk,

Please see the following help article, it explains when you will and won't be charged. Generally if the fault is found on on the line external to your property then you won't be charged - Engineers charges

Chris

Re: Connection dropping out several times

DomTalk — Fri, 24 Nov 2023 12:13:02 GMT

I've read that article, and it says that I could potentially be charged even if "the engineer was unable to find a fault with your service during your visit", which means that the engineer could come, do/find nothing, leave, and charge me £75.

Besides, it also says that "We won’t charge you if the fault is caused by a TalkTalk router" and we have already established that the router is not the problem here, so it looks even more likely that you will charge me.

I don't really like the idea of being charged £75 for nothing, so no, this doesn't sound right.

Re: Connection dropping out several times

Chris-TalkTalk — Fri, 24 Nov 2023 12:32:42 GMT

I think it's unlikely that the engineer won't find a fault as the connection is dropping and sync speed is low. Not sure what you mean about the router. I'm sorry but we can only book the engineer if your accept the potential engineer charges

Chris

Re: Connection dropping out several times

DomTalk — Fri, 24 Nov 2023 12:55:39 GMT

What I mean is that I've just changed the router, you sent me a new one, and the problem is still there, which means the router is not the problem, but in the article you sent me it says that you will not charge me if the problem is in the router, and as I said, we have already established that the router is not the problem.

Anyway I'm doing a research and I've already found quite a few people complaining on forums saying that you've charged them for the visit, even though the problem was in the router, or it was anyway not related to their actions/house.

So, for now, no thanks.