topic Re: Broadband connection Dropping out in Fibre

Broadband connection Dropping out

Jimpy2 — Mon, 22 Jan 2024 13:24:21 GMT

Hi for the last 10 days my broadband (Fibre 65) has been terrible my speed has never been above 20mbs where my promise was it would never drop below 39 (It is usaly around 40) i have tried to chat, phone on more than one occassion but even "Sara" Bot is very busy and trying to speak to a human person is just imposible, the internet connection will at times switch off for upto 5 mins come back on for couple mins then off again impossible to do any work (Not Play)

This again is very poor service on behalf of TT i have run there speed, connection tests only to be told i have a problem (Thats why i ran the tests) but nothing has been done. have TT updated the firmware on thier routers or is it outside work being carried on by "Openreach" whatever i am paying for somthing i am NOT receiveing ie a decent Broad band connection

Anyone out there who can help please ??

Re: Broadband connection Dropping out

Debbie-TalkTalk — Mon, 22 Jan 2024 13:26:00 GMT

Hi Jimpy2

I'm really sorry to hear this.

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

Thanks

Debbie

Re: Broadband connection Dropping out

Jimpy2 — Mon, 22 Jan 2024 13:47:01 GMT

Hi Debbie Added Name & Number ect to my profile

Re: Broadband connection Dropping out

Debbie-TalkTalk — Mon, 22 Jan 2024 13:52:23 GMT

Hi Jimpy2

Thanks for updating your Community Profile.

I've completed a line test and this has detected a potential fault. Is the router connected at the test socket at the moment?

Also have we sent you a new router recently for testing?

The next step following this will be an Openreach engineer visit to the property.

Thanks again.

Re: Broadband connection Dropping out

Jimpy2 — Mon, 22 Jan 2024 16:50:52 GMT

Hi Debbi, Yes router is in main test socket and No i have not received a new router but do know that openreach are doing a lot of work in the area

Re: Broadband connection Dropping out

Jimpy2 — Mon, 22 Jan 2024 18:27:21 GMT

Hi Debbie I have done a full reset of the router even leaving it off for miniutes but problem still remains and speed is very slow

Re: Broadband connection Dropping out

Debbie-TalkTalk — Tue, 23 Jan 2024 06:18:53 GMT

Hi Jimpy2

Thanks for your reply.

Would you like me to send a router for testing first or would you like me to arrange an Openreach engineer visit?

Re: Broadband connection Dropping out

Jimpy2 — Tue, 23 Jan 2024 09:33:47 GMT

Hi Debbie could we try a Router First, as there is no pattern to the faults and thinking if it was a line fault it would not keep coming and going ????

Could be wrong !!

Re: Broadband connection Dropping out

Debbie-TalkTalk — Tue, 23 Jan 2024 09:39:15 GMT

Hi Jimpy2

Thanks for your reply.

The router is on its way, please allow 24-48hrs for this to arrive.

Let us know once the new router is connected and I can run another line test.

Thanks again.

Debbie

Re: Broadband connection Dropping out

Jimpy2 — Tue, 23 Jan 2024 09:56:59 GMT

Hi Debbie, The Router I have at the moment is a TalkTalk Wi-Fi Hub

Made by Sagecom

version Fast F5364-3-T8

Hope this helps

Re: Broadband connection Dropping out

Debbie-TalkTalk — Tue, 23 Jan 2024 10:04:02 GMT

Hi Jimpy2

Thanks for confirming. If the same fault is still detected on the line tests with the new router then we will arrange the Openreach engineer visit for you.

Debbie

Re: Broadband connection Dropping out

Jimpy2 — Tue, 23 Jan 2024 12:55:57 GMT

Thanks Debbie will try it soon as it arrives and give you the results

Re: Broadband connection Dropping out

Debbie-TalkTalk — Tue, 23 Jan 2024 13:05:10 GMT

Hi Jimpy2

Thank you 🙂

Debbie

Re: Broadband connection Dropping out

Jimpy2 — Thu, 25 Jan 2024 09:10:19 GMT

Hi Debbie, Update, Just had a

message off "Yodel" my parcel (Router) has been delayed and will be delivered sometime Friday Jan 26

Re: Broadband connection Dropping out

Debbie-TalkTalk — Thu, 25 Jan 2024 09:15:41 GMT

Hi Jimpy2

Ahh I'm sorry for the delays.

I will check in with you tomorrow afternoon to see if it has arrived.

Re: Broadband connection Dropping out

Jimpy2 — Thu, 25 Jan 2024 16:37:51 GMT

Hi Debbie, Router has arrived will connect it tonight and update you as soon as I get some results

Re: Broadband connection Dropping out

Debbie-TalkTalk — Fri, 26 Jan 2024 06:33:50 GMT

Hi Jimpy2

Thank you 🙂

Debbie

Re: Broadband connection Dropping out

Debbie-TalkTalk — Fri, 26 Jan 2024 09:36:11 GMT

Hi Jimpy2

Is the new router now connected? Once I've confirmed this then I will run another line test.

Thanks again.

Debbie

Re: Broadband connection Dropping out

Jimpy2 — Fri, 26 Jan 2024 16:37:02 GMT

Hi Debbie Yes Router arrived late yesterday afternoon ran speed tests last night and today results are not good Download Speed -: 20.6-22.5 Mbps (Normally around 40+) Up Load Speed -: 0.72-0.73 Mbps (Normally 8-8.5) have carried out speed tests on 2 phones and 2 different pads all giving similar speeds have tried putting original Router back on and got the same results.

Hope this helps

Re: Broadband connection Dropping out

Jimpy2 — Sat, 27 Jan 2024 11:50:42 GMT

Hi Debbie, Last night (Friday 26) it was virtualy impossible trying to watch Netflix on TV the Internet connection was switching on and off all night (Light going off on router) changed the router back and just got the same results, i have been told that a lot of work is going on in the area new cables and connection work to do with the high speed Fibre installations, this ties in with when my problems started around 5-6 weeks ago !!

We are now getting into a situation that i am paying for Netflix, Disney and Broadband and not getting what i have paid for as the TV catch up and all internet channels will not work.