topic Re: Slow connection for the last 4 days in North London in Broadband

Slow connection for the last 4 days in North London

Frock — Thu, 08 Feb 2024 11:43:26 GMT

Hi,

I've had terrible Internet speed for the last 4-5 days. Attending video calls is becoming more and more difficult. When testing the connection it says there is an issue but not offering any help to fix it.

Can someone on the staff side report this please? That would be really helpful.
Thanks!

Re: Slow connection for the last 4 days in North London

Debbie-TalkTalk — Thu, 08 Feb 2024 11:44:54 GMT

Hi Frock

I'm really sorry to hear this.

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

Thanks

Debbie

Re: Slow connection for the last 4 days in North London

Frock — Thu, 08 Feb 2024 11:47:25 GMT

Done! Thanks

Re: Slow connection for the last 4 days in North London

Debbie-TalkTalk — Thu, 08 Feb 2024 12:05:28 GMT

Hi Frock

Thanks for updating your Community Profile.

Your line is in sync at 69mb.

I've completed a line test and this has detected a potential fault towards the property. Would it be possible to connect the router directly at the test socket so I can run another line test in this set up?

Re: Slow connection for the last 4 days in North London

Frock — Thu, 08 Feb 2024 12:12:06 GMT

I've move the Cable from the open reach BT box to the other one. Is this what you meant? Internet isn't working anymore

Re: Slow connection for the last 4 days in North London

Debbie-TalkTalk — Thu, 08 Feb 2024 12:16:20 GMT

Hi Frock

Thanks for your reply.

On the Openreach socket, there should be 2 smalls clips on either side, if you squeeze the 2 clips then the bottom half of the socket should come away to reveal a test socket.

Could you connect the filter and router to this test socket?

Re: Slow connection for the last 4 days in North London

Frock — Thu, 08 Feb 2024 12:17:00 GMT

Ok I followed this instruction https://community.talktalk.co.uk/t5/Articles/Your-guide-to-main-phone-sockets/ta-p/2205432#test%20socket

and it's in there now:

Re: Slow connection for the last 4 days in North London

Debbie-TalkTalk — Thu, 08 Feb 2024 12:19:51 GMT

Hi Frock

Just confirm, it's connected back to the Openreach socket with the faceplate removed?

Re: Slow connection for the last 4 days in North London

Frock — Thu, 08 Feb 2024 12:20:38 GMT

Sorry this.

Re: Slow connection for the last 4 days in North London

Debbie-TalkTalk — Thu, 08 Feb 2024 12:21:37 GMT

Hi Frock

Perfect, just running another line test now and I will post back shortly.

Thanks

Re: Slow connection for the last 4 days in North London

Debbie-TalkTalk — Thu, 08 Feb 2024 12:24:12 GMT

Hi Frock

The same fault has been detected. Would it be ok to remove the filter and router too? (nothing connected at the test socket) Just for 10 minutes so I can do one more test please?

Re: Slow connection for the last 4 days in North London

Frock — Thu, 08 Feb 2024 12:27:52 GMT

All unplugged. You can test now 🙂 Thanks

Re: Slow connection for the last 4 days in North London

Debbie-TalkTalk — Thu, 08 Feb 2024 12:34:57 GMT

Hi Frock

Thanks again 🙂

The same fault has been detected. I think we may need to arrange an Openreach engineer visit to take a look at this socket.

Can I also check, which router do you have? (make and model)

Re: Slow connection for the last 4 days in North London

Frock — Thu, 08 Feb 2024 12:50:42 GMT

Device ver. : FAST 5364-3. T8

Re: Slow connection for the last 4 days in North London

Debbie-TalkTalk — Thu, 08 Feb 2024 12:53:33 GMT

Hi Frock

Thank you. Just to confirm, the Openreach socket, that is the only Openreach socket in the property?

Would you like me to arrange the engineer visit?

Re: Slow connection for the last 4 days in North London

Frock — Thu, 08 Feb 2024 12:56:22 GMT

Yes it's the only Open reach socket.

Yes please arrange a visit to get it looked at. Thanks

Re: Slow connection for the last 4 days in North London

Debbie-TalkTalk — Thu, 08 Feb 2024 13:01:27 GMT

Hi Frock

Please can you provide your availability for the engineer visit AM and PM?

Can you also confirm potential engineer charges Engineer charges

Thanks

Re: Slow connection for the last 4 days in North London

Frock — Thu, 08 Feb 2024 16:16:53 GMT

Hi Debbie,

Would the engineer be coming from Open reach or TalkTalk?

Re: Slow connection for the last 4 days in North London

Debbie-TalkTalk — Fri, 09 Feb 2024 07:20:03 GMT

HI Frock

This would be an Openreach engineer visit.

Thanks

Re: Slow connection for the last 4 days in North London

Frock — Fri, 09 Feb 2024 08:49:08 GMT

Hi Debbie,

Thanks for clarifying. Internet to be behaving normally today. I'll give it a few days and let you know if I'd like someone to come and have a look.

Thanks for your help.

Best