topic Re: Broadband "dropping out" in Broadband

Broadband "dropping out"

rautospoon — Sun, 18 Feb 2024 21:48:28 GMT

Hi. For the last few weeks my broadband (Fibre 65) has been "dropping out" numerous times a day. It only "drops out" for a few minutes then comes back on again of its own accord, I have a NTE 5C Openreach Box (fitted last year), a Sagemcom FAST5364 Router and "wired" Ethernet. I have also noticed recently that my download speed has reduced from over 60 Mbps to around 45.Mbps I've not touched, changed or fiddled with anything. Any ideas, how to resove these issues ?

Re: Broadband "dropping out"

KeithFrench — Sun, 18 Feb 2024 21:54:18 GMT

When it drops out, what is the exact status of the light on the router?

Re: Broadband "dropping out"

Debbie-TalkTalk — Mon, 19 Feb 2024 07:54:59 GMT

Hi rautospoon

I'm really sorry to hear this.

I've completed a line test and this hasn't detected any faults but I can see re connections on the line.

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

Re: Broadband "dropping out"

rautospoon — Mon, 19 Feb 2024 10:53:02 GMT

Red, then red and blue, then back to blue

Re: Broadband "dropping out"

Debbie-TalkTalk — Mon, 19 Feb 2024 10:54:54 GMT

Hi @rautospoon

Would you like me to send a replacement router?

Re: Broadband "dropping out"

rautospoon — Mon, 19 Feb 2024 10:56:26 GMT

Hi Debbie. Yes, that would be great, thanks for that. Do you have my details ?

Re: Broadband "dropping out"

Debbie-TalkTalk — Mon, 19 Feb 2024 10:58:46 GMT

Hi rautospoon

Thanks for your reply.

I will send the router to the address linked to the details/landline number in your Community Profile. Are the details in your profile correct? (please don't post any details on this thread)

Debbie

Re: Broadband "dropping out"

rautospoon — Mon, 19 Feb 2024 11:03:37 GMT

Hi Debbie. My name and landline number on my profile are correct. Thank you.

Re: Broadband "dropping out"

Debbie-TalkTalk — Mon, 19 Feb 2024 11:18:15 GMT

Hi rautospoon

Thank you 🙂

The 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

Re: Broadband "dropping out"

rautospoon — Mon, 19 Feb 2024 11:38:21 GMT

Hi Debbie. Thanks for that, first class customer services and much appreciated. Will test the new router for a few days before letting you know the outcome.

Re: Broadband "dropping out"

Debbie-TalkTalk — Mon, 19 Feb 2024 11:41:28 GMT

Hi rautospoon

Ahh thank you very much 🙂

I will check in with you later on in the week too.

Debbie

Re: Broadband "dropping out"

rautospoon — Mon, 19 Feb 2024 11:42:59 GMT

Cheers !

Re: Broadband "dropping out"

Debbie-TalkTalk — Thu, 22 Feb 2024 10:58:35 GMT

Hi rautospoon

Just checking in to see if you have received the router?

Thanks

Re: Broadband "dropping out"

rautospoon — Thu, 22 Feb 2024 12:29:13 GMT

Hi Debbie. Router received safely yesterday and installed this morning. Will "let you know" if the "dropping out" persists or not, so far so good !

Also spoken to TT Live Chat this morning and an engineer from Open Reach is "coming out" tomorrow to also check the situation.

Great sevice from you and Live Chat !

Could you confirm there is "no charge" for the new Router and should I return the old one using the "pre-paid" label and envelope ?

Thank you.

Re: Broadband "dropping out"

Debbie-TalkTalk — Thu, 22 Feb 2024 13:07:45 GMT

Hi rautospoon

That's great 🙂

There will be no charge for this router. Please can you return the old router using the pre paid returns bag.

Thanks

Debbie

Re: Broadband "dropping out"

rautospoon — Thu, 22 Feb 2024 13:09:17 GMT

Thanks, will do.

Re: Broadband "dropping out"

Debbie-TalkTalk — Thu, 22 Feb 2024 13:17:24 GMT

Hi rautospoon

Thank you 🙂

I have also sent you a Private Message with a link to a short survey for the Community.

Debbie

Re: Broadband "dropping out"

rautospoon — Thu, 29 Feb 2024 11:10:31 GMT

Since the provision of a new router and the visit by an Openreach engineer, the problems with my "broadband connectivity and speed" have been fixed. The connection is "constant" and my previous "speed level" restored.

Debbie (Community), Guendolen (Live Chat) and Adan (Openreach engineer) could not have been more helpful in providing first class customer service in succesfully resoving this issue, many thanks indeed.

Re: Broadband "dropping out"

Debbie-TalkTalk — Thu, 29 Feb 2024 11:13:58 GMT

Hi rautospoon

I am so happy to hear this, thanks for letting us know 🙂

Re: Broadband "dropping out"

rautospoon — Thu, 29 Feb 2024 11:16:01 GMT

You are very welcome !