topic Re: Broadband dropout & speed reduction in Fibre

Broadband dropout & speed reduction

SoF00 — Fri, 05 Jan 2024 11:34:27 GMT

Hi - We have been having short (2 - 3 minute) broadband interruptions for a while now and the internet speed is also below the guaranteed level although still usable. Connection test says there could be a line fault but line test says unable to identify a fault on the line.

Re: Broadband dropout & speed reduction

Chris-TalkTalk — Fri, 05 Jan 2024 11:41:37 GMT

Hi SoF00,

Sorry to hear that you're experiencing problems with your service. Have you noticed if the light changes on your router when the connection drops?

Chris

Re: Broadband dropout & speed reduction

SoF00 — Fri, 05 Jan 2024 11:43:26 GMT

Hi Chris, yes the router light goes to flashing orange then back to white when reconnected

Re: Broadband dropout & speed reduction

Chris-TalkTalk — Fri, 05 Jan 2024 11:45:45 GMT

OK thanks. Are you experiencing any problems with your telephone service? Any noise on the line?

Chris

Re: Broadband dropout & speed reduction

SoF00 — Fri, 05 Jan 2024 11:51:56 GMT

We don't use the landline that much but it sounds fairly clear when we do with just the odd crackle

Re: Broadband dropout & speed reduction

Chris-TalkTalk — Fri, 05 Jan 2024 11:57:04 GMT

Thanks. How many telephone sockets do you have? Is your router currently connected to your test socket? Your guide to main phone sockets - TalkTalk Help & Support

Chris

Re: Broadband dropout & speed reduction

SoF00 — Fri, 05 Jan 2024 12:14:02 GMT

Two wired in telephone sockets. Phone socket looks like it should have a test socket but having just removed the front cover it doesn't seem to have.

Re: Broadband dropout & speed reduction

Chris-TalkTalk — Fri, 05 Jan 2024 12:15:37 GMT

Which type of socket is it?

Chris

Re: Broadband dropout & speed reduction

SoF00 — Fri, 05 Jan 2024 12:17:46 GMT

Looks like an FTTC

Re: Broadband dropout & speed reduction

Chris-TalkTalk — Fri, 05 Jan 2024 12:25:07 GMT

The test socket is the socket that the faceplate plugs into

Re: Broadband dropout & speed reduction

SoF00 — Fri, 05 Jan 2024 12:31:14 GMT

Of course .... now plugged into faceplate/test socket

Re: Broadband dropout & speed reduction

Chris-TalkTalk — Fri, 05 Jan 2024 12:36:18 GMT

OK thanks. Could you monitor the connection over the weekend to see if there's any improvement. If there isn't then the next step will be to arrange an engineer visit to your home

Chris

Re: Broadband dropout & speed reduction

SoF00 — Fri, 05 Jan 2024 12:37:28 GMT

Ok thanks, I'll keep an eye on it. Thanks for your help

Re: Broadband dropout & speed reduction

Chris-TalkTalk — Fri, 05 Jan 2024 12:39:12 GMT

Thanks. No problem 🙂

Re: Broadband dropout & speed reduction

SoF00 — Mon, 08 Jan 2024 10:49:08 GMT

Morning, 6 broadband dropout and 3 minute recovers over the weekend. Internet speed still only 33Mbps, guaranteed is 39Mbps and I used to get over 40Mbps so there is still a problem.

Re: Broadband dropout & speed reduction

Chris-TalkTalk — Mon, 08 Jan 2024 10:55:16 GMT

OK, thanks for testing. Would you like us to arrange an engineer visit? If you would then we'll confirm some details with you

Chris

Re: Broadband dropout & speed reduction

SoF00 — Mon, 08 Jan 2024 11:01:11 GMT

Is this definitely an issue at my end requiring an engineer? Odds are its the last bit off copper to the house.

If an engineer visit is required then yes please arrange.

Re: Broadband dropout & speed reduction

Chris-TalkTalk — Mon, 08 Jan 2024 12:12:59 GMT

At this stage we will need to arrange an engineer visit to investigate further. If you'd like us to arrange 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.

Thanks

Chris

Re: Broadband dropout & speed reduction

SoF00 — Mon, 08 Jan 2024 13:19:36 GMT

Yes I accept potential charges and can provide availability weekday 8-18hrs (by prior agreement only)

Re: Broadband dropout & speed reduction

Chris-TalkTalk — Mon, 08 Jan 2024 13:38:31 GMT

Do you just want me to book the first available appointment, we can usually get next working day or the working day after?

Chris