topic Re: Line fault however marked as fixed in Broadband

Line fault however marked as fixed

zephyrX1 — Thu, 28 Dec 2023 00:52:25 GMT

So on the 24th i had a sudden drop in speed to which i did a line check, lo and behold there seems to be a fault with my line so a ticket was created and i was told an engineer would come round. Obviously i didnt expect anyone over christmas but on the 27th (yesterday) i got an update saying everything was fixed and the speeds are fine. Which they aren't as ive tested on a wired connection and i get 25mbps download and 17 mbps upload. My upload seems to be fine however the download is roughly half of what i used to usually get and not what my guaranteed speeds are at all. Ive tried on multiple devices and on every device it seems to max out at around 25-26mbps never above 26mbps on download speeds which is frustrating. I would like for my ticket to be reopened and for an engineer to please check the line or whatever the issue seems to be.

Re: Line fault however marked as fixed

Divsec — Thu, 28 Dec 2023 07:13:51 GMT

Hi @zephyrX1 your post has been escalated, have you tried powering down your router for 30 minutes then restarting? This often resets your profile and all goes back to normal

Re: Line fault however marked as fixed

Debbie-TalkTalk — Thu, 28 Dec 2023 07:48:33 GMT

Hi zephyrX1

I'm really sorry to hear this.

Can I just check, did you try a 30 minute power down of the router?

Re: Line fault however marked as fixed

zephyrX1 — Thu, 28 Dec 2023 10:00:09 GMT

i will give it a try now and ill let you know how it goes

Re: Line fault however marked as fixed

Debbie-TalkTalk — Thu, 28 Dec 2023 10:06:18 GMT

Hi zephyrX1

Thank you 🙂

Debbie

Re: Line fault however marked as fixed

zephyrX1 — Thu, 28 Dec 2023 10:33:33 GMT

i can confirm that this seems to have helped thank you so much!

Re: Line fault however marked as fixed

Debbie-TalkTalk — Thu, 28 Dec 2023 10:41:30 GMT

Hi zephyrX1

I'm so glad to hear this 🙂

I will check in again with you next week to make sure everything is still working ok.

Thanks again.

Debbie

Re: Line fault however marked as fixed

zephyrX1 — Thu, 28 Dec 2023 22:09:57 GMT

So the speed issue is fixed and my speed doesnt seem to be "capped" however now it keeps going out after an hour. As in on every device it acts like there is no internet and tells me that theres no internet when i connected via ethernet and i have to fully reset the internet for it to start working again as waiting just keeps it not working. Starting to get frustrating as one problem is fixed and another problem arises.

Re: Line fault however marked as fixed

Debbie-TalkTalk — Fri, 29 Dec 2023 08:09:22 GMT

Hi zephyrX1

Are you using the Sagemcom hub or eero?

I think we should send a replacement router so we can rule this out.

Re: Line fault however marked as fixed

zephyrX1 — Fri, 29 Dec 2023 11:08:28 GMT

i am using a sagemcom hub, it could be a router issue as the router has seem to had issues in certain areas such as the led on it not working however i never thought much of it as i was pretty aware a led light has not much to do with the rest of the device.

Re: Line fault however marked as fixed

Debbie-TalkTalk — Fri, 29 Dec 2023 11:12:07 GMT

Hi zephyrX1

Thanks for your reply. Are you happy for me to send a replacement router?

Re: Line fault however marked as fixed

zephyrX1 — Fri, 29 Dec 2023 13:27:38 GMT

sounds good to me. at this point im out of options really.

Re: Line fault however marked as fixed

Debbie-TalkTalk — Tue, 02 Jan 2024 07:08:41 GMT

Hi zephyrX1

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

Debbie