topic Re: WiFi / Router restarting and dropping out. . Issues with line and service. in Broadband

WiFi / Router restarting and dropping out. . Issues with line and service.

Stooped-labrat — Mon, 29 Jul 2024 07:37:50 GMT

Hello. I’m reaching out after speaking with Kieth on additional issues relating to WiFi issues in our property. We are still having shut down and restarting on with our broadband service.. despite having a replacement router. We have had a BT engineer out to replace a socket but he felt that may not be the end of issues. So it’s proved. Yesterday I spent ages on line trying to get someone to arrange a for an engineer to come and look into this issue again. The online bot says they need to do further tests etc etc. How much longer do we have to endure a substandard service which I pay for? Our broadband is vital to our ability to work. Can someone please help.

Re: WiFi / Router restarting and dropping out. . Issues with line and service.

KeithFrench — Mon, 29 Jul 2024 08:10:11 GMT

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

Re: WiFi / Router restarting and dropping out. . Issues with line and service.

Debbie-TalkTalk — Mon, 29 Jul 2024 08:14:53 GMT

Hi @Stooped-labrat

Please can you add your TalkTalk account number to the Private Notes section of your Community Profile, I can then take a look at this for you.

Thanks

Debbie

Re: WiFi / Router restarting and dropping out. . Issues with line and service.

Stooped-labrat — Mon, 29 Jul 2024 09:30:40 GMT

done. Your website interface is incredibly difficult to navigate around.

Re: WiFi / Router restarting and dropping out. . Issues with line and service.

Chris-TalkTalk — Mon, 29 Jul 2024 10:00:27 GMT

Hi Stooped-labrat,

Can you just check the telephone number in your community profile and confirm that it's your current TalkTalk landline telephone number

Thanks

Chris

Re: WiFi / Router restarting and dropping out. . Issues with line and service.

Stooped-labrat — Mon, 29 Jul 2024 10:28:22 GMT

Apologies for not having this updated. All done. Thx for reminder

Re: WiFi / Router restarting and dropping out. . Issues with line and service.

Chris-TalkTalk — Mon, 29 Jul 2024 10:36:43 GMT

Thanks. Line test is picking up a potential problem. Is your router currently connected to your test socket? - Your guide to main phone sockets - TalkTalk Help & Support

Chris

Re: WiFi / Router restarting and dropping out. . Issues with line and service.

Stooped-labrat — Mon, 29 Jul 2024 13:49:43 GMT

Sorry Chris. Do you mean the BT socket. The router is attached as per the BR engineer who reconnected it. Nothing has changed. I have only reconnected the router side as socket is difficult to see and get too.

Re: WiFi / Router restarting and dropping out. . Issues with line and service.

Debbie-TalkTalk — Mon, 29 Jul 2024 13:53:53 GMT

Hi Stooped-labrat

Would it be possible to post a photo of your master socket on this thread?

Re: WiFi / Router restarting and dropping out. . Issues with line and service.

Stooped-labrat — Mon, 29 Jul 2024 17:22:47 GMT

I will try. It’s behind a false wall so tricky. The BT engineer said he changed the socket though.

Re: WiFi / Router restarting and dropping out. . Issues with line and service.

Chris-TalkTalk — Tue, 30 Jul 2024 09:31:20 GMT

Hi Stooped-labrat,

How are you getting on?

Chris

Re: WiFi / Router restarting and dropping out. . Issues with line and service.

Stooped-labrat — Wed, 31 Jul 2024 22:35:37 GMT

hi Chris. Sorry I’m busy with a family bereavement at the moment. We have been without internet on and off for days now. I had a look at the socket and was shocked to see the state of how it was left. I’ve attached photos of the type but this is clearly not good. The router no longer is working so I assume the connection is not connected properly. Can you please arrange for BT to provide a proper connection socket and line. I feel very let down by both TalkTalk and BT. I’m being charged for a service that is non- existent and I have to constantly chase things up. Clearly you will appreciate that at this time it’s vital I am able to access the internet both for family matters and business. On the matter of decent WiFi and correspondence with Kieth I’m unable to deal with that until this matter is fixed.

Re: WiFi / Router restarting and dropping out. . Issues with line and service.

ferguson — Wed, 31 Jul 2024 23:46:07 GMT

@Stooped-labrat

I am so sorry to hear of your loss in the midst of all this, the last thing you need is a faulty broadband service. And frankly I cannot believe the mess that Openreach have made there, was that the way it was left after the engineer visit you mentioned earlier?

Forgive me for intervening, I just wanted to share my sympathies on both counts. The added information you have provided will I am sure help the support team here to vigorously pursue this on your behalf. I do hope you get it all sorted soon.

Re: WiFi / Router restarting and dropping out. . Issues with line and service.

Stooped-labrat — Thu, 01 Aug 2024 05:35:29 GMT

How kind of you and your words are appreciated. It is indeed the most difficult time.

I assume from your knowledgeable response you have dealings with both BT and TalkTalk.

We like many in rural areas are very dependent on broadband. I just wish these “ providers “ would provide. I have been in business running companies for long enough to see shoddy work passed off and it’s wholly unacceptable. As I understand it’s BT Opennreach responsibility to provide the required working line to the property. TalkTalk are just piggy backing, plugging in a plastic not very good router and charging for it. They are terrible to deal with in my view and I have to jump through demeaning hoops every time , made to feel an idiot , and repeat myself so often I feel like the victim not the client. Ive been a customer of this company since inception and every year I wonder why. This is all such a huge mess that the Obudsman , however toothless they may be , must be interested in what I regard as a monumental rip off. Sharp practice at every turn is amplified when the service is non existent and yet in the midst of a crisis it’s so so needed. Literally nothing can be achieved today without access to the internet, let alone the intelligence to navigate it and these over complex interfaces. I feel completely justified in cancelling my direct debit until my service is properly provided. This mess all started with a very simple request for a router/ mesh to give us WiFi coverage in our property. It’s developed into a total farce.

any assistance however small in getting satisfactory broadband ( or how about placing the bar above the lowest common denominator) or better still one that is excellent would be appreciated. I hope that the CEO of TalkTalk sees their minions work because it should shock them into performing.

Re: WiFi / Router restarting and dropping out. . Issues with line and service.

Chris-TalkTalk — Thu, 01 Aug 2024 08:09:03 GMT

Hi Stooped-labrat,

I agree that the socket does appear to have been left in a mess. If you are unhappy with the work carried out by Openreach then you can report this directly to them here - Report damage, vandalism or a health & safety issue | Openreach

But as your service is affected I can arrange an engineer visit. If you'd like me to do this can you confirm:

That you accept potential Engineers charges
Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.
Confirm your mobile number

Thanks

Chris

Re: WiFi / Router restarting and dropping out. . Issues with line and service.

KeithFrench — Thu, 01 Aug 2024 08:56:56 GMT

Hi @Stooped-labrat

I am very sorry to hear of your breavement.

I hope Openreach get this sorted ASAP for you. When you are ready to continue with any WiFi diagnostics, please let me know. I will be very pleased if I can help at all.

Re: WiFi / Router restarting and dropping out. . Issues with line and service.

Stooped-labrat — Thu, 01 Aug 2024 09:09:42 GMT

Hi Chris.

I can confirm I will not be paying any charges. We don’t have a service.

I am available here morning or afternoon not Wednesday next week as we are burying my father in law.

Please can you get BT to sort this out.

Re: WiFi / Router restarting and dropping out. . Issues with line and service.

Chris-TalkTalk — Thu, 01 Aug 2024 09:45:18 GMT

I'm sorry for you loss, I know it must be a difficult time. The latest line test shows a fault that requires that we raise this as a non-appointed task, which I've now done. Openreach will investigate over the next 72 hours and may contact you directly if they need to access your home. If you have any questions please let me know

Chris

Re: WiFi / Router restarting and dropping out. . Issues with line and service.

Stooped-labrat — Thu, 01 Aug 2024 11:34:27 GMT

It is beyond difficult. Thank you for your concern.

Am I to take it we will be without broadband until possibly Sunday/ Monday?

We have an enormous amount of personal things to be dealing with. I cannot stress how much this problem is causing undue concerns and worry. We are reliant on hotspot from a mobile phone, which is not good at all as we have such a poor signal out here.

It would be very helpful to be able to speak personally with someone at a level that has control over these matters beyond just customer service or lack thereof. Can you provide details of who that maybe and a telephone number please.

Re: WiFi / Router restarting and dropping out. . Issues with line and service.

Chris-TalkTalk — Thu, 01 Aug 2024 12:49:01 GMT

I've sent you a PM so that we can discuss the issue further

Chris