topic Re: No sync for days in Fibre

No sync for days

Polonium — Mon, 25 Dec 2023 20:13:33 GMT

Hi,

Our TalkTalk hub has failed to sync since 22nd December (flashing broadband light).

We've tried a few other microfilters (one was unused in packet) and replaced the cable between the filter and the hub/modem but there doesn't seem to have been a difference. It's also plugged into the test socket.

The phone works as normal but we think there's sometimes some crackles on the line.

Re: No sync for days

KeithFrench — Tue, 26 Dec 2023 09:43:42 GMT

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

Re: No sync for days

Anonymous — Wed, 27 Dec 2023 08:08:04 GMT

Hi Polonium,

I'm really sorry to hear this. I've run a test on the line now which has detected - Modem is out of sync and potentially an incompatible modem or double filter is on the line.

Do you have an alternative router that you can test with please? If not then please let us know and we can send a replacement router for testing purposes.

Thanks

Michelle

Re: No sync for days

Polonium — Wed, 27 Dec 2023 11:19:44 GMT

Hi Michelle. Thanks for your quick reply.

We don't have any other modems to test so if you could send another, that'd be great.

Thanks.

Re: No sync for days

Debbie-TalkTalk — Thu, 28 Dec 2023 09:27:39 GMT

Hi Polonium

Thanks for your reply.

The router is on its way, please allow 48-72hrs for this to arrive.

Please let us know how you get on.

Debbie

Re: No sync for days

Polonium — Fri, 05 Jan 2024 17:36:45 GMT

Hi there,

My father has connected up the new hub and reports that they now have internet but they're still experiencing disconnections. Their speedtests (through ethernet) also seem a little slower at around 27mbps down and 5mbps up (previously closer to 40). They're also hearing more noise on the line through the telephone.

Any more ideas?

Thanks.

Re: No sync for days

Chris-TalkTalk — Mon, 08 Jan 2024 08:21:13 GMT

Hi Polonium,

Is the router and telephone currently connected to the test socket? - Your guide to main phone sockets - TalkTalk Help & Support

Chris

Re: No sync for days

Polonium — Mon, 08 Jan 2024 18:13:24 GMT

Yes, still connected to the test socket. There are no extensions from the master socket anyway.

Re: No sync for days

Chris-TalkTalk — Tue, 09 Jan 2024 09:42:28 GMT

OK, the next step will be 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: No sync for days

Polonium — Tue, 09 Jan 2024 14:02:40 GMT

Yes, please. 🙂

Re: No sync for days

Chris-TalkTalk — Tue, 09 Jan 2024 14:18:37 GMT

OK, if you'd like us to arrange the 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.

Thanks

Chris

Re: No sync for days

Polonium — Tue, 09 Jan 2024 14:47:54 GMT

Hi. We're okay with possible charges and would like an AM visit. Any day is fine.

Thanks.

Re: No sync for days

Chris-TalkTalk — Tue, 09 Jan 2024 14:51:47 GMT

We can usually get next working day so would you like us to book tomorrow morning if it's available?

Chris

Re: No sync for days

Polonium — Tue, 09 Jan 2024 15:23:38 GMT

Sorry, I've just been told Wednesday (tomorrow) isn't possible. Thursday onwards is good. Thanks.

Re: No sync for days

Polonium — Wed, 10 Jan 2024 09:26:36 GMT

Hello, can you please con firm that i will get an engineer visit tomorrow morning Thursday 11th Jan

Thanks

Re: No sync for days

Chris-TalkTalk — Wed, 10 Jan 2024 10:22:05 GMT

Hi Polonium,

I'll book the engineer now and get back to you with the details

Chris

Re: No sync for days

Chris-TalkTalk — Wed, 10 Jan 2024 10:35:58 GMT

Hi Polonium,

I've booked the engineer for tomorrow morning - January 11 2024, AM - please let us know how you get on

Chris

Re: No sync for days

Polonium — Sat, 13 Jan 2024 10:22:36 GMT

Hello. The Outreach engineer visited as arranged and confirmed a land

line fault. He connected us to another line but we still have noise on the line and no improvement in speeds, typically 16 down and 6 up. The engineer said that Outreach have some scheduled work in this area. Do know what this is, when it is and whether it will improve my service? In the meantime I consider the matter to be unresolved and ongoing.

Regards

Re: No sync for days

Chris-TalkTalk — Mon, 15 Jan 2024 07:27:53 GMT

Hi Polonium,

Thanks for the update, has there been any improvement since your last post?

Chris

Re: No sync for days

Polonium — Mon, 15 Jan 2024 16:02:11 GMT

Hi Chris,

The different line and new router have given a more reliable connection. Speeds remain low at typically 16 down and 6 up (ethernet and WiFi). I have returned the old router.