topic Re: internet keeps dropping in Fibre

internet keeps dropping

aneela — Mon, 11 Dec 2023 10:49:34 GMT

over last week internet keeps dropping also when i use phone internet drops, and line not clear other person can hear them selves, tried live chat said filter problem put filter in main socket and tried not solved same problem. unable to use internet as just keeps dropping when contact live chat they just go through same thing again timewasting.

Re: internet keeps dropping

Chris-TalkTalk — Mon, 11 Dec 2023 11:47:38 GMT

Hi aneela,

I'm sorry to hear that you're experiencing problems with your service. If you've tested at the test socket and you're still experiencing problems with your telephone service then 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

Chris

Re: internet keeps dropping

aneela — Wed, 13 Dec 2023 15:59:06 GMT

Hi Chris thanks for the reply, had talk talk engineer robert come out today he said a open reach engineer has to be sent as there is a break in the line, network impairment break in copper line, he said to check with talk talk that open reach engineer has been booked. please can you check this.

Regards

Aneela

Re: internet keeps dropping

Anonymous — Thu, 14 Dec 2023 07:08:32 GMT

Morning aneela,

Thanks for the update. I can see that the fault has been raised to Openreach to complete an external line investigation. I will check the fault ticket again this afternoon to see if we have received any further updates back from Openreach and will post here with an update.

Thanks

Michelle

Re: internet keeps dropping

aneela — Thu, 14 Dec 2023 07:43:41 GMT

Morning Michelle,

Thank you for the reply,

Regards Aneela

Re: internet keeps dropping

Anonymous — Thu, 14 Dec 2023 08:04:13 GMT

Hi aneela,

You're welcome 🙂 I'll post back here around 12pm with an update.

Thanks

Michelle

Re: internet keeps dropping

Debbie-TalkTalk — Thu, 14 Dec 2023 12:28:52 GMT

Hi aneela

The fault was assigned to a line engineer this morning and we should hopefully have further updates later this afternoon or potentially tomorrow morning.

We will keep monitoring for updates.

Thanks

Debbie

Re: internet keeps dropping

aneela — Thu, 14 Dec 2023 17:32:23 GMT

Hi Debbie,

Just received email Our engineer has resolved the service issue,

problem is still there if i pick up phone internet disconnects.

Dont know what they fixed not seen any one no one came to my house not seen anyone working at the exchange.

Problem is not fixed, what to do know??

Aneela

Re: internet keeps dropping

Chris-TalkTalk — Fri, 15 Dec 2023 06:45:39 GMT

Hi Aneela,

How are you getting on, is it still not working this morning?

Chris

Re: internet keeps dropping

aneela — Fri, 15 Dec 2023 08:00:07 GMT

Morning Chris,

Problem still there, as soon as i pick up the phone broadband and internet light goes of, so internet disconnects.

Aneela

Re: internet keeps dropping

Chris-TalkTalk — Fri, 15 Dec 2023 08:52:40 GMT

OK thanks. Line test is passing now so to investigate further we'll need to arrange an engineer visit to your home. If you'd like us to do this 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.

Thanks

Chris

Re: internet keeps dropping

aneela — Fri, 15 Dec 2023 09:11:53 GMT

Hi Chris,

Yes thats fine PM

Did have engineer come on Wednesday he said open reach engineer needed, then that was done Thursday open reach did not come to house..

Just need this sorted cant have internet dropping when i use phone.

Aneela

Re: internet keeps dropping

Chris-TalkTalk — Fri, 15 Dec 2023 09:19:46 GMT

Thanks, so you are available for any PM appointment, you just want to me to book the first one available?

Chris

Re: internet keeps dropping

aneela — Fri, 15 Dec 2023 09:23:41 GMT

am or pm which ever one is first

Re: internet keeps dropping

Chris-TalkTalk — Fri, 15 Dec 2023 13:45:14 GMT

I've booked the first appointment available - December 19 2023, AM - please let us know how you get on

Chris

Re: internet keeps dropping

aneela — Wed, 20 Dec 2023 15:46:10 GMT

Hi Chris<

Bt openreah engineer came out yesterday after checks he said there is break in copper wire outside box in pavement coming to my house, said that's why the internet drops also why phone line not clear geting 55mb at box in pavement which is reduced by 20mb by the time it gets to inside my property.

number of times complained about phone line that other person can hear them selves but just been fobbed of may be problem with my phone, so i have brought new phone but problem still there so i have been receiving an inadequate service for dont know how long.

engineer said he would be back later on but did not come back, he said would do paperwork and some one would have to come back to replace the black copper wire outside.

just want to check if you know when this will happen.

Regards

Aneela

Re: internet keeps dropping

Chris-TalkTalk — Thu, 21 Dec 2023 08:05:18 GMT

Hi aneela,

Thanks for the update. The engineers notes specify the further work that needs to be carried out but no date is showing as yet. If you don't hear anything further today can you bump the thread tomorrow and I'll check again

Chris

Re: internet keeps dropping

aneela — Fri, 22 Dec 2023 07:59:59 GMT

Morning Chris,

Still not hear any thing need this sorted ASAP as internet keeps disconnecting, also wont to know about compensation as not getting service i am paying for.

Regards

Aneela

Re: internet keeps dropping

Gliwmaeden2 — Fri, 22 Dec 2023 09:00:42 GMT

Unless there is complete loss of service, @aneela, automatic compensation doesn't apply:

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

You'd need to give Talktalk much longer to sort this too, should you wish to leave during your contract as otherwise early termination fees are applied.

Re: internet keeps dropping

Chris-TalkTalk — Fri, 22 Dec 2023 13:17:40 GMT

Hi Aneela,

No further updates yet, still in hand with Openreach. I'm sorry it's taking so long to resolve hopefully we'll have an update soon

Chris