topic Re: Re-occurring fault . Losing connection and slow speed in Fibre

Re-occurring fault . Losing connection and slow speed

Dodge08 — Mon, 06 Nov 2023 14:49:07 GMT

I am experiencing the same faults I had around 6 months ago. My connection drops out around 6 or 7 times a day and over the past 2 weeks the speed has been fluctuating and is now down to 27mbps. When checked on your website it states the status as poor. I have carried out all the checks you ask to be done as I did on previous occasions

Re: Re-occurring fault . Losing connection and slow speed

Debbie-TalkTalk — Tue, 07 Nov 2023 07:01:12 GMT

Hi Dodge08

I'm really sorry to hear this.

The line test is clear - No faults detected, but I can see re connections on the line.

Just to confirm, have you tested with a different router at the test socket? The next step following this will be an engineer visit to the property.

Thanks

Debbie

Re: Re-occurring fault . Losing connection and slow speed

Dodge08 — Tue, 07 Nov 2023 10:15:31 GMT

Hi Debbie

yes I’ve been through all the tests as on previous occasions . The line connection speed to the router is unstable it has been fluctuating for a couple of weeks , this morning it’s been between 29 - 33 Mbps and the current speed test on your website is reading 27 Mbps download and 4 Mbps upload and states Status Poor. I think an engineers visit is needed if you could arrange it please .

Re: Re-occurring fault . Losing connection and slow speed

Debbie-TalkTalk — Tue, 07 Nov 2023 10:17:39 GMT

Hi Dodge08

I'm just sending you a Private Message to confirm some details so we can arrange the engineer visit.

Thanks

Debbie

Re: Re-occurring fault . Losing connection and slow speed

Debbie-TalkTalk — Wed, 08 Nov 2023 12:46:51 GMT

Hi Dodge08

Thanks for confirming your details.

I have arranged the engineer visit for 10/11 AM (8am - 1pm)

Please let us know how you get on following this visit.

Thanks again.

Debbie

Re: Re-occurring fault . Losing connection and slow speed

Dodge08 — Wed, 08 Nov 2023 13:07:26 GMT

Hi Debbie

Thanks for that , I will let you know

Dodge

Re: Re-occurring fault . Losing connection and slow speed

Debbie-TalkTalk — Wed, 08 Nov 2023 13:08:32 GMT

Hi Dodge08

Thank you 🙂

Debbie

Re: Re-occurring fault . Losing connection and slow speed

Dodge08 — Fri, 10 Nov 2023 13:07:42 GMT

Hi Debbie

The engineer came this morning as arranged. He has fixed the fault which was a corroded connection underground. Speed improved immediately, he checked the speed into and out of the router . He said there’s a slight leakage of signal in the router and suggested I ask for a new up to date router which would improve the signal even more . If a replacement is possible I would be grateful. Thanks for all your help.

Dodge

Re: Re-occurring fault . Losing connection and slow speed

Debbie-TalkTalk — Fri, 10 Nov 2023 13:18:39 GMT

Hi Dodge08

Thanks for keeping us updated 🙂

I have ordered the replacement router for you, please allow 24-48hrs for this to arrive.

Please let us know how the connection compares with this router.

Debbie

Re: Re-occurring fault . Losing connection and slow speed

Debbie-TalkTalk — Tue, 14 Nov 2023 07:04:07 GMT

Hi Dodge08

Have you received the replacement router?

Re: Re-occurring fault . Losing connection and slow speed

Anonymous — Thu, 16 Nov 2023 07:43:16 GMT

Morning,

How are you getting on?

Thanks

Michelle

Re: Re-occurring fault . Losing connection and slow speed

Dodge08 — Fri, 17 Nov 2023 12:56:44 GMT

Hi,

My son is coming tomorrow to connect and set up the router for me. Unfortunately since the engineer visited and the speed improved its progressively got worse again , connection dropping out frequently and speed getting lower. I’ll see how it performs over the weekend with the replacement router and let you know

Thanks

Dodge08

Re: Re-occurring fault . Losing connection and slow speed

Anonymous — Fri, 17 Nov 2023 12:59:54 GMT

Afternoon,

Ok thank you for the update and we'll check back in with you on Monday morning to see how you're getting on.

Thanks

Michelle

Re: Re-occurring fault . Losing connection and slow speed

Debbie-TalkTalk — Mon, 20 Nov 2023 06:30:12 GMT

Hi Dodge08

How's the connection been over the weekend?

Re: Re-occurring fault . Losing connection and slow speed

Dodge08 — Mon, 20 Nov 2023 13:30:47 GMT

Hi Debbie

Got the router up and running on Saturday , since then it hasn’t lost connection at all. The speed at first was a bit erratic but it seems to have settled down now at around 32 Mbps. A most noticeable thing was the improvement of the wifi reception around the house. I’ll keep monitoring it over the week as I’m not confident enough yet to say it’s a complete fix , but it’s looking good . Thanks again for all your help

Dodge08

Re: Re-occurring fault . Losing connection and slow speed

Anonymous — Mon, 20 Nov 2023 13:32:48 GMT

Good afternoon,

I'm glad to hear this and we'll check back in with you towards the end of the week to see how you're getting on 🙂

Thanks

Michelle

Re: Re-occurring fault . Losing connection and slow speed

Anonymous — Thu, 23 Nov 2023 13:36:51 GMT

Hello,

How are you getting on?

Thanks

Michelle 🙂

Re: Re-occurring fault . Losing connection and slow speed

Dodge08 — Mon, 27 Nov 2023 11:20:32 GMT

Over the past week my download has been around 33Mbps, There has been no dropping out , the router seems to have made a difference . On Saturday the speed became very erratic ,sometimes dropping to low 20’s, it was up and down all day . Sunday it was steady again. Today so far it’s steady at around 31Mbps. I’m quite happy as long as it stays at a steady speed although it’s still slower than it was 7 months ago which was between 35-40 Mbps..

Thanks again for all your help, it’s much appreciated

Dodge08

Re: Re-occurring fault . Losing connection and slow speed

Anonymous — Mon, 27 Nov 2023 11:27:21 GMT

Good morning,

Thanks for keeping us updated. If the speeds does start varying again then please let us know.

Thanks

Michelle

Re: Re-occurring fault . Losing connection and slow speed

Dodge08 — Tue, 05 Dec 2023 11:15:32 GMT

Just to let you know my speed is still stable after the engineer repaired the corroded connection down the manhole at the telegraph pole . The problem now is that on my latest bill I have been charged for the engineers visit . I am on the understanding that if the fault is outside the house there is no charge . He did not do any repairs in the house, he only came in the house to check the speed at the router. I hope you can sort this out for me please .

Thanks

Dodge08