topic Re: Dropping out of broadband in Broadband

Dropping out of broadband

CAPTAIN1 — Mon, 12 Feb 2024 19:32:34 GMT

During the last week the broadband has regularly dropped out.

Re: Dropping out of broadband

Divsec — Mon, 12 Feb 2024 22:06:58 GMT

Hi @CAPTAIN1 is that wired or WiFi, all or just some devices? What are the lights on the router showing?

Re: Dropping out of broadband

Debbie-TalkTalk — Tue, 13 Feb 2024 06:40:46 GMT

Hi CAPTAIN1

I'm 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: Dropping out of broadband

Debbie-TalkTalk — Tue, 13 Feb 2024 09:46:44 GMT

Hi CAPTAIN1

Thanks for updating your Community Profile.

I've completed a line test which has detected a potential fault towards the property.

Is the router at the test socket at the moment? Have we sent you a replacement router for testing?

Re: Dropping out of broadband

CAPTAIN1 — Tue, 13 Feb 2024 10:14:39 GMT

Thanks.

I am currently at work.

The router is, however, wired as normal.

I am not sure what you mean by 'at the test socket'

I have not been sent a replacement router for testing

Regards

Re: Dropping out of broadband

Debbie-TalkTalk — Tue, 13 Feb 2024 10:16:45 GMT

Hi CAPTAIN1

This page has more information on test socket testing.

Your guide to main phone sockets

Would you like me to send a replacement router first so we can rule this out?

Re: Dropping out of broadband

CAPTAIN1 — Tue, 13 Feb 2024 10:50:00 GMT

Many thanks.

I will try the test this evening. I will report back after testing

I would welcome a replacement router for testing

Regards

Re: Dropping out of broadband

Debbie-TalkTalk — Tue, 13 Feb 2024 11:00:02 GMT

Hi CAPTAIN1

Thank you 🙂

I've ordered the router for you, please allow 24-48hrs for this to arrive.

Please let us know once you have received and tested with the new router.

Thanks again.

Debbie

Re: Dropping out of broadband

Debbie-TalkTalk — Wed, 14 Feb 2024 10:48:04 GMT

Hi CAPTAIN1

Did you try connecting your current router at the test socket?

Re: Dropping out of broadband

CAPTAIN1 — Wed, 14 Feb 2024 21:26:54 GMT

Thanks.

The new equipment arrived today.

I installed it about 7pm. It worked for about one hour then was down until 9.05pm

It is currently working following a period when settings was saying connected but no internet.

It appears to be the same as before

This is obviously frustrating. Thankfully, this evening I had no zoom meetings

Regards

Re: Dropping out of broadband

Debbie-TalkTalk — Thu, 15 Feb 2024 06:46:21 GMT

Hi CAPTAIN1

I'm really sorry about this. Can I just check, is the new router at the test socket?

Re: Dropping out of broadband

CAPTAIN1 — Thu, 15 Feb 2024 09:47:44 GMT

It went down at about 10 pm last evening

It was not working first thing this morning

I disconnected everything and reconnected. It has been working since then.

It is connected to the test socket

I am now out of the house for about two hours

Thanks

Re: Dropping out of broadband

Debbie-TalkTalk — Thu, 15 Feb 2024 09:55:02 GMT

Hi CAPTAIN1

Thanks for your reply.

I've completed another line test now and the same fault towards the property has been detected.

The next step will be an Openreach engineer visit to the property, would you like me to arrange this visit?

Please can you provide your availability AM and PM?

Can you also confirm potential engineer charges Engineer charges

Re: Dropping out of broadband

CAPTAIN1 — Thu, 15 Feb 2024 11:22:15 GMT

Thank you

Would you please arrange for an engineer.

Thursdays or Fridays either morning or afternoon are best.

I note the charges

Do you wish me to return the original modem etc?

Regards

Re: Dropping out of broadband

Debbie-TalkTalk — Fri, 16 Feb 2024 07:52:24 GMT

Hi CAPTAIN1

Thanks for your reply.

I have arranged the engineer visit for 22/02 AM (8am - 1pm)

Please can you return the old router using the pre paid returns bag.

Thanks again.

Debbie

Re: Dropping out of broadband

CAPTAIN1 — Fri, 16 Feb 2024 08:21:07 GMT

Many thanks.

Open reach have just confirmed

I will return the router etc. as requested.

Regards

Re: Dropping out of broadband

Debbie-TalkTalk — Fri, 16 Feb 2024 08:22:13 GMT

Hi CAPTAIN1

Thank you 🙂

I will check in again with you after the engineer visit.

Debbie

Re: Dropping out of broadband

Debbie-TalkTalk — Fri, 23 Feb 2024 07:36:41 GMT

Hi CAPTAIN1

How are you getting on following the engineer visit?