topic Re: INTERNET DISCONNECTION/LOW SPEED in Broadband

INTERNET DISCONNECTION/LOW SPEED

Pablo3 — Tue, 17 Jan 2023 14:48:42 GMT

My internet affected since last year!!!still got open fault case from 2/01/23.Engineer never showed up!Appaerently bt openreach closed case while fault still active.Router looses connection every now and then with poor 10mb/s performance instead of guaranteed 55mb/s.I've been waiting over a month.Really?

REP-12321576

Re: INTERNET DISCONNECTION/LOW SPEED

Debbie-TalkTalk — Wed, 18 Jan 2023 07:19:19 GMT

Hi Pablo3

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.

Would you like me to arrange this visit for you?

Re: INTERNET DISCONNECTION/LOW SPEED

Anonymous — Fri, 20 Jan 2023 07:22:43 GMT

Hello,

How are you getting on, do you still need assistance with this?

Thanks

Re: INTERNET DISCONNECTION/LOW SPEED

Pablo3 — Fri, 20 Jan 2023 10:21:22 GMT

Yes Michelle the fault is still active with internet disconnect every few hours mostly in evenings and download speed is 850kb/s at top

Re: INTERNET DISCONNECTION/LOW SPEED

Chris-TalkTalk — Fri, 20 Jan 2023 10:39:03 GMT

Hi Pablo3,

Line test is still picking up a potential problem. Are you experiencing any problems with your telephone service, is there a dial tone? Is there any noise on the line?

Chris

Re: INTERNET DISCONNECTION/LOW SPEED

Pablo3 — Fri, 20 Jan 2023 10:45:37 GMT

I don't use telephone landline at all except router/broadband so can't say about static

Re: INTERNET DISCONNECTION/LOW SPEED

Chris-TalkTalk — Fri, 20 Jan 2023 10:50:56 GMT

OK thanks. Is your router currently connected to your test socket - Your guide to main phone sockets - TalkTalk Help & Support

Chris

Re: INTERNET DISCONNECTION/LOW SPEED

Pablo3 — Fri, 20 Jan 2023 11:04:10 GMT

no- to the main socket...i did all DIY procedure unscrewing socket/rebooting router/switching off for 30 mins etc

Re: INTERNET DISCONNECTION/LOW SPEED

Chris-TalkTalk — Fri, 20 Jan 2023 11:38:05 GMT

So you just to confirm, you have previously tested with the router connected to the test socket?

Chris

Re: INTERNET DISCONNECTION/LOW SPEED

Pablo3 — Fri, 20 Jan 2023 11:53:18 GMT

Yes i did...same issue both on main and test socket

Re: INTERNET DISCONNECTION/LOW SPEED

Chris-TalkTalk — Fri, 20 Jan 2023 12:00:59 GMT

OK thanks. To investigate 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

Chris

Re: INTERNET DISCONNECTION/LOW SPEED

Pablo3 — Fri, 20 Jan 2023 12:19:53 GMT

Can we arrange engineer visit on thursday 26/01 as its my only day off and given that last appointment was a no show and it's ongoing issue over a month can we make sure he actually shows up?Thanks

Re: INTERNET DISCONNECTION/LOW SPEED

Debbie-TalkTalk — Fri, 20 Jan 2023 12:55:05 GMT

HI Pablo3

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

Thanks

Debbie

Re: INTERNET DISCONNECTION/LOW SPEED

Pablo3 — Tue, 24 Jan 2023 08:53:24 GMT

Tried to arrange engineer visit...still no reply

Re: INTERNET DISCONNECTION/LOW SPEED

Debbie-TalkTalk — Tue, 24 Jan 2023 08:58:48 GMT

Hi Pablo3

I'm sorry for the delay. I have sent you another Private Message.

Thanks

Re: INTERNET DISCONNECTION/LOW SPEED

Debbie-TalkTalk — Tue, 24 Jan 2023 10:07:37 GMT

Hi Pablo3

Thank you for confirming the details.

I have raised this fault over to Openreach and this has been passed to a line engineer. This is not an appointment to the property at the moment, the engineer will investigate the line externally.

I will continue to monitor the fault for additional updates from Openreach.

Thanks

Debbie

Re: INTERNET DISCONNECTION/LOW SPEED

Debbie-TalkTalk — Wed, 25 Jan 2023 10:17:10 GMT

Hi Pablo3

I can see that the fault has been assigned to a line engineer this morning, we should hopefully have further updates from Openreach this afternoon.

The engineer will be investigating outside the property on the line and at the cabinet.

Thanks

Re: INTERNET DISCONNECTION/LOW SPEED

Pablo3 — Wed, 25 Jan 2023 12:20:03 GMT

Yes Debbie,but he called me at 11am while i am at work that he cannot access the garden that's why i asked for specific date 26/01 when i am off to prevent those misscommunications

Re: INTERNET DISCONNECTION/LOW SPEED

Debbie-TalkTalk — Wed, 25 Jan 2023 12:25:57 GMT

Hi Pablo3

It would not allow me to book an appointment to the property when I raised the fault (based on the line test results)

The engineer has not updated the ticket yet to ask us to book an engineer visit. I will continue to monitor this.

Did the engineer book the visit with you on the phone today?

Thanks

Re: INTERNET DISCONNECTION/LOW SPEED

Pablo3 — Wed, 25 Jan 2023 12:28:22 GMT

No he didn't i will try to reach guy who called me at 11am around 3pm as agreed as it looksto him as external cables issue...he will then confirm do i need to book engineer to enter premises