topic Re: Intermittent wifi in Broadband

Intermittent wifi

Daljit68 — Thu, 03 Jul 2025 11:16:48 GMT

I reported a fault on 25 June which has not been properly fixed. My WiFi signal continues to drop intermittently. I received a message from you stating further checks need to be done on my service. Please advise how I can arrange for these to be done.

Daljit

Re: Intermittent wifi

mandisa1-TT — Thu, 03 Jul 2025 11:30:16 GMT

Hi there @Daljit68 We apologize for the inconvenience caused. further checks can also be completed here with me, we will need to resume diagnostic checks to detect if there is a fault on the line or with the equipment. Please confirm if you are messaging us from home?

Re: Intermittent wifi

Daljit68 — Thu, 03 Jul 2025 14:38:43 GMT

yes, I’m at home now.

Re: Intermittent wifi

Daljit68 — Thu, 03 Jul 2025 14:46:27 GMT

Yes I’m at home

Re: Intermittent wifi

mandisa1-TT — Thu, 03 Jul 2025 14:46:58 GMT

Perfect. Do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector.

Re: Intermittent wifi

Daljit68 — Thu, 03 Jul 2025 15:05:41 GMT

no, I do not have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line.

Re: Intermittent wifi

mandisa1-TT — Thu, 03 Jul 2025 15:07:56 GMT

Thank you. We've run a test on your line which has identified a line fault that requires a supplier escalation to resolve.

Typically these escalations involve an engineer conducting checks on the supplier network, though occasionally they may need to visit your premises. I’ll need to confirm some information with you before I go ahead and arrange the escalation. Please confirm the last 3 digits of your mobile number?

Re: Intermittent wifi

Daljit68 — Thu, 03 Jul 2025 15:14:55 GMT

Last 3 digits are 263

Re: Intermittent wifi

mandisa1-TT — Thu, 03 Jul 2025 15:17:21 GMT

Can you please confirm when you started to notice the issue? is it the date you stated above?

Re: Intermittent wifi

Daljit68 — Thu, 03 Jul 2025 15:20:05 GMT

Yes, date stated above

Re: Intermittent wifi

mandisa1-TT — Thu, 03 Jul 2025 15:21:54 GMT

Thank you for confirming. Do you currently have any construction work being carried out, either inside or outside of your home, that could prevent the engineer from completing their work?

Re: Intermittent wifi

Daljit68 — Thu, 03 Jul 2025 15:23:55 GMT

No, there is no construction work being carried out.

Re: Intermittent wifi

mandisa1-TT — Thu, 03 Jul 2025 15:26:22 GMT

Perfect. We're booking an Openreach engineer to investigate any issues within the network that may be affecting your service. Please make sure that someone over the age of 18 will be available on-site during the visit.

If the fault is outside of your property boundary, there will be no charge, and the engineer may not need to visit your home. We'll be sure to keep you updated via text once the engineer has completed their investigation.

The booking is made on the basis that you've completed all the checks we've requested, by doing it will prevent any unnecessary charges.

Please note that if the engineer confirms that the fault is inside your property boundary or caused by your equipment, or if you miss the appointment, a charge of £75 will apply.

If you need to make changes to your appointment, please respond to the confirmation text sent to your registered mobile number.

Please note that if you amend or cancel your visit after midday on the day before your appointment, you will be charged £75.

Do you understand and agree to these terms and conditions?

Re: Intermittent wifi

Daljit68 — Thu, 03 Jul 2025 15:28:39 GMT

Yes I understand these T&Cs

Re: Intermittent wifi

mandisa1-TT — Thu, 03 Jul 2025 15:29:52 GMT

Openreach will contact you via a text message with details of the engineer on the day of the visit - this will include updates on when they expect to arrive.

This is an appointed visit, which means they'll need access to your property, but some work may also be done outside your home. They will advise when work has started and when it has completed.

Re: Intermittent wifi

mandisa1-TT — Thu, 03 Jul 2025 15:32:16 GMT

After the engineer has left your premise, they will send the case notes to us with the outcome of the visit.

It can sometimes take a few hours to collect these notes so please bear with us until we communicate the next steps to you. The earliest available date is 04/07/2025 Will this be okay with you?

Re: Intermittent wifi

Daljit68 — Thu, 03 Jul 2025 15:38:31 GMT

No, I can’t be home tomorrow. Can you make the appointment Monday 7 July?

Re: Intermittent wifi

mandisa1-TT — Thu, 03 Jul 2025 15:42:58 GMT

That is okay, please confirm which slot will be suitable for you AM slot or PM slot?
The AM slot is between 08:00 -1300 the PM slot is between 13:00- 18:00

Re: Intermittent wifi

Daljit68 — Thu, 03 Jul 2025 15:43:04 GMT

The AM slot please

Re: Intermittent wifi

mandisa1-TT — Thu, 03 Jul 2025 15:45:28 GMT

Reservation of a Openreach engineer appointment has been successful. Reserved appointment slot : July 07 2025,AM