topic Broadband connection in Broadband

Broadband connection

edboy104 — Sun, 23 Mar 2025 22:19:52 GMT

Since Saturday daytime internet keeps dropping out. Reconnects for a few seconds, then goes off again.

Ran a test and says there's no problem.

Connected to test socket and it's the same.

Re: Broadband connection

ferguson — Sun, 23 Mar 2025 22:22:39 GMT

If you would like the support team to look into this for you make sure that your personal details including TalkTalk phone number or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond.

Re: Broadband connection

Debbie-TalkTalk — Mon, 24 Mar 2025 09:29:13 GMT

Hi @edboy104

I'm sorry to hear this.

I've completed a line test and this is detecting a potential fault.

Is the router still at the test socket at the moment?

Re: Broadband connection

edboy104 — Mon, 24 Mar 2025 09:49:04 GMT

The router is still connected to the test socket.

Re: Broadband connection

edboy104 — Mon, 24 Mar 2025 09:47:45 GMT

Yes, the router is still connected to the test socket.

Re: Broadband connection

Debbie-TalkTalk — Mon, 24 Mar 2025 10:00:42 GMT

Hi @edboy104

Thanks for confirming this.

I have passed this fault straight over to Openreach to be investigated by a line engineer (external investigation)

I will post back here as soon as I have further updates.

Debbie

Re: Broadband connection

edboy104 — Mon, 24 Mar 2025 10:04:39 GMT

OK, thanks.

Re: Broadband connection

Debbie-TalkTalk — Mon, 24 Mar 2025 10:17:12 GMT

Hi @edboy104

No problem 🙂

I will let you know as soon as I receive an update from Openreach.

Debbie

Re: Broadband connection

Debbie-TalkTalk — Tue, 25 Mar 2025 10:29:09 GMT

Morning @edboy104

This fault is still with the Openreach line engineers, there are no additional updates at the moment.

I will keep checking for updates.

Re: Broadband connection

Debbie-TalkTalk — Wed, 26 Mar 2025 07:35:31 GMT

Hi @edboy104

Openreach have closed the fault as resolved. Please can you let me know how the connection is over the next 24hrs?

Re: Broadband connection

Debbie-TalkTalk — Thu, 27 Mar 2025 07:46:00 GMT

HI @edboy104

How was the connection yesterday? Is everything working ok now?

Re: Broadband connection

edboy104 — Thu, 27 Mar 2025 10:34:43 GMT

So, broadband connection is now ok after Openreach Eng visited. We were out, initially, but he found the problem was related to wiring inbetween trees further up the Lane. He wasn't able to resolve this on his own.

However, we have an annex with independent cabling. He switched that cabling over to us as there is nobody living in the annex.

So we are connected, but the original problem is still there which he told my wife we would have to log as a new call out when we need both connections to be live.

Re: Broadband connection

Debbie-TalkTalk — Thu, 27 Mar 2025 10:40:19 GMT

Hi @edboy104

Just to confirm, you have 2 separate lines at the property and now the 2nd connection/line is not working?

Re: Broadband connection

edboy104 — Thu, 27 Mar 2025 11:36:55 GMT

Yes, 2 separate lines; one to main house, the other to annex (unoccupied).

Talktalk contract is for main house.

The problem was wiring that feeds to main house.

No live contract with annex.

Eng switched the cabling from the annex to the main house.

This is my understanding of their fix.

I was not present when it was done.

I have had no report or follow up directly from Openreach.

Re: Broadband connection

Debbie-TalkTalk — Thu, 27 Mar 2025 11:38:43 GMT

Hi @edboy104

It's 2 lines off the one connection? So both have the same landline number?

Re: Broadband connection

edboy104 — Thu, 27 Mar 2025 12:02:18 GMT

No. Different landline number.

Separate, Independent cabling.

I wasn't here to ask questions of the Engineer.

Do Talktalk not get a report or feedback from Openreach?

Re: Broadband connection

Debbie-TalkTalk — Thu, 27 Mar 2025 13:35:36 GMT

Hi edboy104

The engineers notes are below:

Engineer has resolved the fault located at the D-side including aerial cables / lead-in / block terminal. There was a fault outside the end customer's curtilage caused by general wear and tear. The fault was fixed by changing the pair in cable length.

Thanks

Re: Broadband connection

edboy104 — Thu, 27 Mar 2025 15:50:56 GMT

OK, I don't know what all that means.

All I know is what I have previously written regarding what the Engineer said to my wife.

Re: Broadband connection

Chris-TalkTalk — Mon, 31 Mar 2025 07:54:52 GMT

Hi edboy104,

I'm glad to hear that the engineer has resolved the issue, if you do experience any further problems please let us know

Chris

Re: Broadband connection

Caroline5299 — Thu, 03 Apr 2025 20:02:11 GMT

I am having the same issue, this has been ongoing since December 2024 when I upgraded to fibre. I am sick of complaining about it, they keep telling me the issue is resolved but it never is. I am now looking at different providers