topic Re: No internet since 7/2/23 - Fault reference number REP-12481156 in Fibre

No internet since 7/2/23 - Fault reference number REP-12481156

Potlucky — Thu, 09 Feb 2023 16:14:52 GMT

The saga started over the weekend with intermittent disconnections. Internet completely cut off since 7/2/23. Spent couple of hours on chat with John who recommended an engineer visit. Booked for yesterday - no one turned up. I am not sure what to do. Please see attached fault line. . I have a Super router that is a few years old. Can any one help expedite or suggest options please? We have medical teams in house that need internet access for continuity of patient care.

Thank you in advance.

Re: No internet since 7/2/23 - Fault reference number REP-12481156

Skynet_TX — Thu, 09 Feb 2023 19:51:05 GMT

Hi @Potlucky,

The support team here on the community will be back in the morning and will be able to look into this for you. They will be able to arrange a new engineer appointment if required.

Re: No internet since 7/2/23 - Fault reference number REP-12481156

Debbie-TalkTalk — Fri, 10 Feb 2023 06:59:54 GMT

Hi Potlucky

I'm really sorry to hear this.

Can I just check, is the router currently connected at the test socket?

The line test is detecting a potential fault towards the property. Would you like me to send a replacement router first so we can rule this out?

Thanks

Debbie

Re: No internet since 7/2/23 - Fault reference number REP-12481156

Potlucky — Fri, 10 Feb 2023 09:20:08 GMT

Hi Debbie

Appreciate your prompt attention.

yes the router is connected to master socket. I have disconnected everything else to make sure.
I think it is the router. I would be grateful if you could kindly arrange to send a new router asap please.

kind regards

Bernard

Re: No internet since 7/2/23 - Fault reference number REP-12481156

Debbie-TalkTalk — Fri, 10 Feb 2023 09:34:56 GMT

Hi Bernard

Thanks for your reply.

The router is on its way, please allow 24-48hrs for this to arrive.

Please let us know how you get on.

Thanks again.

Debbie

Re: No internet since 7/2/23 - Fault reference number REP-12481156

Potlucky — Fri, 10 Feb 2023 15:13:59 GMT

Sorry to bother you again!

I tried connecting a different router from a friend to the test socket and getting 12 mbps download 0.3mbps upload and ping 506ms.

Repeat test with my current modem connected to test socket shows 9 mbps download 3 mbps upload

Could the problem be in the line/ Master socket ?

I would very much like an urgent engineer visit please to get it sorted.

Hope you have a good weekend.

Kind regards

Re: No internet since 7/2/23 - Fault reference number REP-12481156

Potlucky — Sun, 12 Feb 2023 08:41:01 GMT

Hi Debbie

Plugged in new router and got connected! 🙏. Speeds are still low and high ping. Please check test results on account. I'm wondering if there could still be problem with line/ master socket. I would be grateful if you could kindly get tests run again and arrange for engineer visit if indicated to improve the speed to guaranteed level.

Kind regards

Re: No internet since 7/2/23 - Fault reference number REP-12481156

Potlucky — Sun, 12 Feb 2023 20:05:12 GMT

Speed kept slowing down and I had to restart router to get it back like. Please see speed history

Re: No internet since 7/2/23 - Fault reference number REP-12481156

Potlucky — Sun, 12 Feb 2023 20:37:17 GMT

After disconnecting everything from router - no change in speed. Please arrange for engineer visit asap.

Kind regards

Re: No internet since 7/2/23 - Fault reference number REP-12481156

Chris-TalkTalk — Mon, 13 Feb 2023 09:02:55 GMT

Hi Potlucky,

If you'd like us to arrange an engineer visit 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

I've also sent you a PM to confirm some other details

Thanks

Chris

Re: No internet since 7/2/23 - Fault reference number REP-12481156

Potlucky — Mon, 13 Feb 2023 22:32:04 GMT

Dear Chris

Thank you

I confirm acceptance of engineer chargers if fault is on my side!

Someone will be home both am and pm. ( Prefer Tuesday am or pm, Wednesday pm, Friday pm)

I have sent my contact telephone no in private message for confidentiality.

Please attached speed after disconnecting everything except the computer connected to router

Kind regards

Re: No internet since 7/2/23 - Fault reference number REP-12481156

Potlucky — Mon, 13 Feb 2023 22:32:47 GMT

Sorry here is the speed screenshot

Re: No internet since 7/2/23 - Fault reference number REP-12481156

Chris-TalkTalk — Tue, 14 Feb 2023 07:51:31 GMT

Hi Potlucky,

I've booked the appointment for tomorrow afternoon (February 15 2023, PM) please let us know how you get on

Chris