topic Re: Internet dropping in Broadband

Internet dropping

Darkhorsewales — Wed, 16 Oct 2024 17:31:30 GMT

I've had issues with my zyexel router and was sent a replacement but still dropping and red light on internet. Tried everything except engineer visit and spent about 3 hours on phone with agents.

Re: Internet dropping

ferguson — Wed, 16 Oct 2024 18:40:32 GMT

@Darkhorsewales

Thanks for starting your own topic. 🙂

Make sure that your personal details including TalkTalk phone number and/or account number are complete on your community profile (click here) so that the support team can link your forum identity with your account and then wait for them to respond.

Re: Internet dropping

Debbie-TalkTalk — Thu, 17 Oct 2024 06:00:53 GMT

Hi @Darkhorsewales

I'm sorry to hear this.

The line test is detecting a potential fault towards the property.

Is the TalkTalk router connected at the test socket at the moment?

Re: Internet dropping

Darkhorsewales — Thu, 17 Oct 2024 06:35:54 GMT

Yes.

Re: Internet dropping

Debbie-TalkTalk — Thu, 17 Oct 2024 06:45:11 GMT

Hi @Darkhorsewales

Thanks for your reply.

Would it be possible to remove everything from the line for 15 minutes (including the face plate, router and filter) so I can run another line test with everything removed?

Re: Internet dropping

Darkhorsewales — Thu, 17 Oct 2024 07:32:01 GMT

I am not at the property right now unfortunately.

Re: Internet dropping

Debbie-TalkTalk — Thu, 17 Oct 2024 07:48:46 GMT

Hi @Darkhorsewales

When would be the best time for us to run this line test?

Re: Internet dropping

Darkhorsewales — Thu, 17 Oct 2024 07:52:23 GMT

4:45 this evening? I can only stay for 15 mins though.

Re: Internet dropping

Debbie-TalkTalk — Thu, 17 Oct 2024 08:07:07 GMT

Hi Darkhorsewales

Would it be possible to do this tomorrow morning? (any time from 6am onwards)

Re: Internet dropping

Darkhorsewales — Thu, 17 Oct 2024 08:25:58 GMT

Afraid I won't be there at all tomorrow as I'm going away.

Re: Internet dropping

Debbie-TalkTalk — Thu, 17 Oct 2024 08:33:12 GMT

Hi Darkhorsewales

For a line test to be completed this evening then you would need to contact our Faults Team by Live Chat or phone.

I can request an Openreach engineer visit to the property, I just wanted to make sure that the face plate or any other equipment connected wasn't causing the fault detected on the line tests.

Re: Internet dropping

Darkhorsewales — Thu, 17 Oct 2024 08:34:51 GMT

I have already spent 3 hours on the phone with advisors testing the line, so don't wish to do this again. I'm happy for an Openreach engineer to visit the property instead.

Re: Internet dropping

Debbie-TalkTalk — Thu, 17 Oct 2024 08:38:29 GMT

Hi @Darkhorsewales

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

Can you also confirm potential Engineer charges

I can then arrange the Openreach engineer visit for you.

Thanks

Re: Internet dropping

Darkhorsewales — Thu, 17 Oct 2024 08:42:31 GMT

Would today be possible? Between 12-2pm or after 3pm? I confirm the charges should they arise.

Re: Internet dropping

Debbie-TalkTalk — Thu, 17 Oct 2024 08:45:58 GMT

Hi @Darkhorsewales

Apologies, we wouldn't be able to book this for today. Also just to advise AM appointments are between 8am and 1pm and PM appointments are between 1pm and 6pm. Someone would need to be at the property for the full AM or PM timeslot.

When would you next be available?

Re: Internet dropping

Darkhorsewales — Thu, 17 Oct 2024 15:20:33 GMT

I am at the property now if you wish to try the line

Re: Internet dropping

Debbie-TalkTalk — Fri, 18 Oct 2024 05:26:44 GMT

Hi @Darkhorsewales

Are you home this morning so I can run the line test?

Re: Internet dropping

Darkhorsewales — Fri, 18 Oct 2024 08:41:16 GMT

Would 10 am be ok?

Re: Internet dropping

Debbie-TalkTalk — Fri, 18 Oct 2024 08:45:09 GMT

Hi @Darkhorsewales

Yes please. I will run the line test at 10am (with everything removed from the line)

Re: Internet dropping

Darkhorsewales — Fri, 18 Oct 2024 09:00:02 GMT

Everything now removed