topic Re: At my wits end in Broadband

At my wits end

Oldbean11 — Thu, 18 Apr 2024 10:39:52 GMT

We have been having problems with our broadband for months now.

After numerous calls, live chats, several engineer visits, and a new router, we are still experiencing extremely poor internet service.

I find the phone calls and live chats extremely frustrating and to be honest a complete waste of time.

We have done all the checks, engineers have said there's nothing wrong with our wiring inside the house.

The new router temporarily seemed to fix the problem, but fast forward to now and it's worse than ever.

We have minimal connectivity, and at some points none at all, with devices not being able to connect at all.

I have reset the router, and this has not fixed the problem.

The white light on the router is on, I just want this fixing.

Re: At my wits end

Chris-TalkTalk — Thu, 18 Apr 2024 11:07:17 GMT

Hi Oldbean11,

Can you please update your community profile to include your:

Name
Telephone number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Chris

Re: At my wits end

Oldbean11 — Thu, 18 Apr 2024 11:12:01 GMT

Thanks I've done that 👍🏼

Re: At my wits end

Chris-TalkTalk — Thu, 18 Apr 2024 11:50:32 GMT

Thanks but could you also please add your TalkTalk home telephone number or account number

Thanks

Chris

Re: At my wits end

Oldbean11 — Thu, 18 Apr 2024 11:59:56 GMT

Sorry, I've added the account number now.

Re: At my wits end

Chris-TalkTalk — Thu, 18 Apr 2024 12:26:26 GMT

Thanks. Line test is clear and connection looks stable. Does the light change on your router when the connection drops?

Chris

Re: At my wits end

Oldbean11 — Fri, 19 Apr 2024 06:42:08 GMT

Router now only showing solid orange light, after leaving router unplugged all night, it starts up, flashes orange, then flashing white and orange, then solid orange.

I believe this to be an external fault.

We had three talk talk engineers out only a matter of weeks ago to find no faults inside.

Please can an open reach engineer be booked for us to do an external check?

If this can't be done asap I will be cancelling our account.

Thanks

Re: At my wits end

Chris-TalkTalk — Fri, 19 Apr 2024 07:52:11 GMT

Hi Oldbean,

Is your telephone service working OK, is there a dial tone? Any noise on the line?

Chris

Re: At my wits end

Oldbean11 — Fri, 19 Apr 2024 08:22:40 GMT

We don't use a landline telephone.

We do not have one in the house to check.

My children are about to sacrifice me to the WiFi gods.

Re: At my wits end

Chris-TalkTalk — Fri, 19 Apr 2024 08:42:18 GMT

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

Chris

Re: At my wits end

Oldbean11 — Fri, 19 Apr 2024 09:16:45 GMT

No it isn't.

Re: At my wits end

Chris-TalkTalk — Fri, 19 Apr 2024 09:37:14 GMT

How many telephone sockets do you have? Do you have anything connected to your telephone socket(s) other than the router?

Chris

Re: At my wits end

Oldbean11 — Fri, 19 Apr 2024 10:12:27 GMT

One master socket, nothing else plugged in.

Re: At my wits end

Chris-TalkTalk — Fri, 19 Apr 2024 10:13:20 GMT

Thanks, which type of master socket do you have?

Chris

Re: At my wits end

Oldbean11 — Fri, 19 Apr 2024 10:20:13 GMT

It was fitted by a talk talk engineer on their visit a few weeks back.

I will try to upload a photo.

Re: At my wits end

Chris-TalkTalk — Fri, 19 Apr 2024 10:21:47 GMT

If it's easier could you just tell me which one it looks like from the guide - Your guide to main phone sockets - TalkTalk Help & Support

Chris

Re: At my wits end

Oldbean11 — Fri, 19 Apr 2024 10:22:39 GMT

Nothing related to the connections/cables inside the house has changed.

Re: At my wits end

Chris-TalkTalk — Fri, 19 Apr 2024 10:54:47 GMT

OK thanks. If you still have no internet connection we can arrange an engineer visit. If you'd like us to do this please let me know and I'll confirm some details with you

Chris

Re: At my wits end

Oldbean11 — Fri, 19 Apr 2024 10:57:29 GMT

Re: At my wits end

Chris-TalkTalk — Fri, 19 Apr 2024 10:58:40 GMT

OK thanks, would you like me to arrange the engineer visit?

Chris