topic Re: Is it Fixed? in Home Phone

Is it Fixed?

EKG62 — Tue, 08 Oct 2024 15:01:31 GMT

I have made an engineer appointment for this case number REP-14840923

Things seem to have been fixed tho' although I was getting intermittent internet drop outs as well as a dead phone. The Service Status page says the case is still open. What's the current situation please?

Re: Is it Fixed?

Gliwmaeden2 — Tue, 08 Oct 2024 16:36:06 GMT

Staff will not be back on here before the morning, @EKG62.

If you contact Talktalk directly by phone / Chat, they may be able to run more checks.

Is your phone line still dead?

If an engineer arrives and finds nothing wrong, or if you leave it too late before cancelling the visit, you will be charged.

Call 03451 720088 if you can. They close at 7pm.

Chat shuts at 9pm.

Re: Is it Fixed?

Chris-TalkTalk — Wed, 09 Oct 2024 07:21:53 GMT

Hi EKG62,

Line test is still picking up a potential problem. How is your telephone and broadband service at the moment?

Chris

Re: Is it Fixed?

EKG62 — Wed, 09 Oct 2024 18:18:12 GMT

Phone seems to be OK now (I get a dialling tone) but broadband test indicates 15 Mb/s download speed and 7Mb/s upload. So download is running very slow compared to the guarantee of 35 Mb/s

Re: Is it Fixed?

EKG62 — Wed, 09 Oct 2024 18:44:33 GMT

Internet has just come back up after a drop out (similar symptoms to before)

Re: Is it Fixed?

Debbie-TalkTalk — Thu, 10 Oct 2024 05:45:20 GMT

Hi EKG62

How's the connection been since your last post?

Re: Is it Fixed?

EKG62 — Thu, 10 Oct 2024 10:58:19 GMT

Not been around much to know so far this morning. I did a speed check and just under 25Mb/s down and 7 Mb/s up. Still under the guarantee. Any news on line checks from your end?

Re: Is it Fixed?

Anonymous — Thu, 10 Oct 2024 11:07:12 GMT

Good afternoon,

Ok thanks for confirming. I've re-run the line test now which has detected a loop fault. Does your main socket have a test socket? If it does then would it be possible to connect the microfilter, router and phone directly at the test socket please so we can re-run the line test again in this set up?

Thanks

Michelle

Re: Is it Fixed?

EKG62 — Thu, 10 Oct 2024 11:21:59 GMT

I think so. I'll confirm shortly

Re: Is it Fixed?

Anonymous — Thu, 10 Oct 2024 11:25:51 GMT

Ok thank you. Once we've confirmed this then we can re-run the line test.

Michelle

Re: Is it Fixed?

EKG62 — Thu, 10 Oct 2024 11:27:08 GMT

I've taken the panel thingy off the socket and plugged everything into the socket inside. I assume that's what you need for another test? Let me know please.

Re: Is it Fixed?

Anonymous — Thu, 10 Oct 2024 11:31:58 GMT

That's great thank you. I'll re-run the line test now and will post back here shortly.

Michelle

Re: Is it Fixed?

Anonymous — Thu, 10 Oct 2024 11:37:36 GMT

Hello again,

It's still showing the same loop fault. Would it be possible to remove all the equipment from the test socket so that nothing is connected to the line for 10 minutes so we can re-run the test again please?

Michelle

Re: Is it Fixed?

EKG62 — Thu, 10 Oct 2024 11:39:19 GMT

OK I'll disconnect for 10 mins and hopefully come back here after that.

Re: Is it Fixed?

Anonymous — Thu, 10 Oct 2024 11:51:15 GMT

Hello,

Thank you. You can now re-connect all your equipment. The line test has now detected a potential external line fault so this has been raised over to Openreach to complete an external line investigation. We'll check the fault for an update first thing in the morning and will post back here as soon as we know more.

Thanks

Michelle

Re: Is it Fixed?

EKG62 — Thu, 10 Oct 2024 11:57:26 GMT

Thanks. That's wonderful news that you've isolated the problem. I'll check back tomorrow.

Re: Is it Fixed?

Anonymous — Fri, 11 Oct 2024 08:37:59 GMT

Good morning,

The fault has been assigned to a line engineer this morning so we'll check again for an update later on this afternoon.

Thanks

Michelle

Re: Is it Fixed?

EKG62 — Fri, 11 Oct 2024 10:15:30 GMT

The engineer has been and replaced old wiring and socket. All seems well now. Just checked speeds and have 36.5 Mb/s and 9.5 Mb/s for down and up. Thanks for getting this sorted.

Re: Is it Fixed?

Anonymous — Fri, 11 Oct 2024 10:16:55 GMT

Hello,

I'm really glad to hear this and we'll check back in with you on Monday just to ensure that the speeds have remained consistent 🙂

Thanks

Michelle

Re: Is it Fixed?

Anonymous — Mon, 14 Oct 2024 05:25:00 GMT

Morning,

How has your connection/speed been over the weekend?

Thanks

Michelle