topic Re: INTERNET DISCONNECTIONS in Fibre

INTERNET DISCONNECTIONS

Inese3 — Mon, 11 Sep 2023 17:08:53 GMT

I have bad wifi on all devices. Have to reboot the router about 10 times a day to connect to wifi but it still keeps disconnecting. It happens for last 3 weeks. We have never had problems before, we've done all the usual tests and service status is "We suspect an issue with your broadband" but fault tracker unable identify a fault. So still experiencing a sudden disconnections and most of the times is no reconnections without rebooting. Can anyone help please? Thank you.

Re: INTERNET DISCONNECTIONS

Debbie-TalkTalk — Tue, 12 Sep 2023 05:49:06 GMT

Hi Inese3

I'm really sorry to hear this.

Please can you add your TalkTalk landline number to your Community Profile, we can then take a look at this for you.

Thanks

Debbie

Re: INTERNET DISCONNECTIONS

Inese3 — Tue, 12 Sep 2023 07:30:40 GMT

Morning,

I just added.

Thanks Debbie

Re: INTERNET DISCONNECTIONS

Debbie-TalkTalk — Tue, 12 Sep 2023 07:46:42 GMT

Hi Inese3

Thanks for updating your Community Profile.

I've completed a line test which has detected a potential fault with the landline service.

Do you use your landline?

Have you connected the router directly at the test socket?

Re: INTERNET DISCONNECTIONS

Inese3 — Tue, 12 Sep 2023 11:27:35 GMT

Hi Debbie

Sorry for delay. No, we don't use a landline phone. Not sure if I can connect the router directly into the test socket because if I remove the faceplate it only has one standard telephone connector. Do I need a microfilter then? I don't have it..

Re: INTERNET DISCONNECTIONS

Chris-TalkTalk — Tue, 12 Sep 2023 11:52:25 GMT

Hi inese3,

Yes you would will need a micro-filter. Is that the only telephone socket you have in your home?

Chris

Re: INTERNET DISCONNECTIONS

Inese3 — Tue, 12 Sep 2023 13:03:05 GMT

Yes

Re: INTERNET DISCONNECTIONS

Chris-TalkTalk — Tue, 12 Sep 2023 13:08:04 GMT

OK, I can send a micro-filter to test with, would you like me to arrange this?

Chris

Re: INTERNET DISCONNECTIONS

Inese3 — Tue, 12 Sep 2023 13:12:59 GMT

Yes, please, would be great. Thanks, Chris

Re: INTERNET DISCONNECTIONS

Chris-TalkTalk — Tue, 12 Sep 2023 13:19:15 GMT

No problem, I'll order it now

Chris

Re: INTERNET DISCONNECTIONS

Inese3 — Fri, 15 Sep 2023 13:20:32 GMT

Hello again,

I received a micro-filter today and now have the router connected to the test socket.

Re: INTERNET DISCONNECTIONS

Chris-TalkTalk — Fri, 15 Sep 2023 13:23:20 GMT

OK thanks. Could you leave your router connected to your test socket over the weekend and bump the thread on Monday, we'll check if there's been any improvement

Chris

Re: INTERNET DISCONNECTIONS

Inese3 — Fri, 15 Sep 2023 13:31:28 GMT

Hi Chris

Ok, I will leave it. Thank you

Re: INTERNET DISCONNECTIONS

Chris-TalkTalk — Fri, 15 Sep 2023 13:34:19 GMT

OK thanks, have a good weekend 🙂

Re: INTERNET DISCONNECTIONS

Inese3 — Mon, 18 Sep 2023 09:20:12 GMT

Morning,

Unfortunately, there was no difference over the weekend. I noticed a slight improvement on Friday afternoon from the moment I connected the router directly. But it only lasted a couple of hours. Then again disconnections one by another. We don't have internet on morning during this days which means it won't connect on itself without reboot. So the problem still remains. Just checked the speed recently - 9 Mbps🙄 Obviously, it's getting worse every day.

Re: INTERNET DISCONNECTIONS

Chris-TalkTalk — Mon, 18 Sep 2023 09:27:57 GMT

OK thanks for testing. To investigate further we'll need to arrange an engineer visit. If you'd like us to do this please let us know and we'll confirm some details with you

Thanks

Chris

Re: INTERNET DISCONNECTIONS

Inese3 — Mon, 18 Sep 2023 09:41:26 GMT

Yes, please, could you look to arrange an engineer visit?

Re: INTERNET DISCONNECTIONS

Chris-TalkTalk — Mon, 18 Sep 2023 09:48:08 GMT

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: INTERNET DISCONNECTIONS

Inese3 — Mon, 18 Sep 2023 10:19:21 GMT

Replied with info on PM

Re: INTERNET DISCONNECTIONS

Chris-TalkTalk — Mon, 18 Sep 2023 10:24:48 GMT

Thanks for answering the security questions. Can you confirm that you accept potential engineer charges and let me know when you can be available for the visit and I'll book it for you.

Thanks
Chris