topic Re: Broadband connected but internet drops frequently in Fibre

Broadband connected but internet drops frequently

LuS1fer — Thu, 15 Jun 2023 17:35:16 GMT

My broadband connection has been dropping frequently over the last few weeks and I have been lodging faults since getting through to anybody seems impossible.

The responses are unclear. I e minute it says We're unable to identify a fault on your line then

This fault is still in progress. We are working to get this resolved for you

Come back from holiday and it can barely hold a connection for more than 10 minutes. Just as well it worked printing out boarding passes before I went but today has been hopelessly frustrating. Rebooting and unplugging has had no effect.

My connection has been reliable for many, many years but in the past month or so, it has been rubbish, to the point it's barely fit for purpose

Regards

Re: Broadband connected but internet drops frequently

Gliwmaeden2 — Thu, 15 Jun 2023 20:30:06 GMT

Staff will reply during the day (they are on here Monday to Friday), @LuS1fer.

They'll need to identify your account. Please add your landline phone number or account number in Personal Information in your community forum profile details.

Go via your avatar/name; settings etc. SAVE CHANGES.

Re: Broadband connected but internet drops frequently

ferguson — Thu, 15 Jun 2023 20:38:03 GMT

It's worth checking if all is well on the voice side i.e.clear dialling tone, no noise on the line etc. Also, try connecting at the test socket if you haven't already done so.

Re: Broadband connected but internet drops frequently

Karl-TalkTalk — Fri, 16 Jun 2023 06:18:09 GMT

Hi LuS1fer

All tests are clear currently but I can see drops in the connection.

When the connection drops, can you tell me if the lights on the Openreach Modem go off or remain on ?

Karl.

Re: Broadband connected but internet drops frequently

LuS1fer — Fri, 16 Jun 2023 09:05:20 GMT

Hi,

Yes, this is what is so annoying. Today it is working perfectly. The lights on the modem stay white on the grille part but the green internet light goes out.

Re: Broadband connected but internet drops frequently

Karl-TalkTalk — Fri, 16 Jun 2023 09:16:53 GMT

ok, if the drops continue then the next option is to progress to an engineer.

Would you like to see if the connection remains stable over the course of the day and arrange an engineer if it starts to drop, or progress to an engineer now.

Karl

Re: Broadband connected but internet drops frequently

LuS1fer — Fri, 16 Jun 2023 09:43:28 GMT

I'll see how it goes but given how long it has been happening, I'm not overly optimistic. 😉

Re: Broadband connected but internet drops frequently

Karl-TalkTalk — Fri, 16 Jun 2023 09:47:24 GMT

OK. Keep an eye on things, and if it starts to drop I'll get the engineer booked.

Karl

Re: Broadband connected but internet drops frequently

LuS1fer — Tue, 11 Jul 2023 21:27:55 GMT

Right, this is getting to be unacceptable. Over the past two days, the internet has dropped out repeatedly. It's been fine for a few weeks but now we're back to drops and slow speeds.

Re: Broadband connected but internet drops frequently

Gliwmaeden2 — Tue, 11 Jul 2023 21:54:35 GMT

Re-escalating this for you, @LuS1fer. Staff will follow up during the day.

Re: Broadband connected but internet drops frequently

Chris-TalkTalk — Wed, 12 Jul 2023 06:13:22 GMT

Hi LuS1fer,

Can you add your TalkTalk landline telephone number to your community profile and we'll take a look at this for you

Chris

Re: Broadband connected but internet drops frequently

LuS1fer — Wed, 12 Jul 2023 16:03:50 GMT

Still dropping out today. No response so far.

Re: Broadband connected but internet drops frequently

Gliwmaeden2 — Wed, 12 Jul 2023 16:16:16 GMT

Staff will have finished for today, but they should be back on here first thing tomorrow. They needed the details even to get started identifying your account.

Had asked you to put them in your profile way back at the beginning of this thread!

Re: Broadband connected but internet drops frequently

Chris-TalkTalk — Thu, 13 Jul 2023 07:17:39 GMT

Hi LuS1fer,

I can see that there have been some disconnections and the speed is low too, would you like us to book an engineer to investigate?

Chris

Re: Broadband connected but internet drops frequently

LuS1fer — Thu, 13 Jul 2023 09:15:56 GMT

Yes please although I am away from Monday 17th to 21st July.

Re: Broadband connected but internet drops frequently

LuS1fer — Thu, 13 Jul 2023 09:17:50 GMT

Yes please although I am away from 17th to 21st July.

Re: Broadband connected but internet drops frequently

Chris-TalkTalk — Thu, 13 Jul 2023 09:28:51 GMT

OK, If you'd like us to book the engineer 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: Broadband connected but internet drops frequently

LuS1fer — Thu, 13 Jul 2023 12:48:11 GMT

I am puzzled. The internet has worked almost faultlessly until recently and nothing has changed and the equipment has not been touched. It reconnects without any problem and works until the internet drops out again. I reattached my old router and got exactly the same result, a red light on the internet. You have accepted that there have been dropouts and the speed seems low so shouldn't you be fixing it?

Re: Broadband connected but internet drops frequently

Chris-TalkTalk — Thu, 13 Jul 2023 13:00:23 GMT

Hi LuS1fer,

Yes, we can arrange an engineer to investigate as I've offered too.

Chris

Re: Broadband connected but internet drops frequently

LuS1fer — Thu, 13 Jul 2023 13:21:23 GMT

I'm a little concerned that by the time the engineer arrives, it will be performing as it should and I get billed £75. So I'll wait until I get back off holiday and see if your service is any better. If not,there are other options.