topic Re: Intermittent connection - support no real help in Fibre

Intermittent connection - support no real help

lancsgent — Fri, 23 Feb 2024 19:03:21 GMT

I am having an issue with the internet connection where the connection is dropping several times a day sometimes several times an hour. Been on to the online chat a few times now - all they ever do is upgrade the firmware on the router and offer to send me a leaflet on how to configure the device that is having problems to the WiFi when the entire connection is going down and all devices including wired ones disconnect so it is not a device issue. Once the internet comes back the agent declares the problem fixed and the whole circus starts again, what do I need to do to get the fault investigated rather than be fobbed off? For the record the router has an orange light then orange and white then white again?

Re: Intermittent connection - support no real help

KeithFrench — Fri, 23 Feb 2024 22:14:08 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.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Re: Intermittent connection - support no real help

Chris-TalkTalk — Mon, 26 Feb 2024 07:51:16 GMT

Hi lancsgent,

If you still need assistance can you please add your TalkTalk home telephone number or account number to your community profile and we'll be happy to help

Chris

Re: Intermittent connection - support no real help

lancsgent — Tue, 27 Feb 2024 21:43:12 GMT

Account number is REMOVED FOR SECURITY REASONS - thanks

Re: Intermittent connection - support no real help

Gliwmaeden2 — Tue, 27 Feb 2024 21:45:41 GMT

@lancsgent, your account number is personal information and must not be on public display. Go via your avatar/name; settings; from the drop down menu choose Personal Information.

Add your Talktalk landline number where asked, or your account number there or in Private Notes at the end of the section.

SAVE CHANGES.

Re: Intermittent connection - support no real help

Anonymous — Wed, 28 Feb 2024 06:58:09 GMT

Hi,

Can you please update your community profile to include your:

Name
Telephone number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle

Re: Intermittent connection - support no real help

lancsgent — Fri, 01 Mar 2024 10:37:48 GMT

Community details now updated

Re: Intermittent connection - support no real help

Anonymous — Fri, 01 Mar 2024 10:41:42 GMT

Morning,

Thanks. I've run a line test now which has detected a potential fault. Can I just confirm, are you experiencing any issues with the voice service such as noise on the or no dial tone please?

Thanks

Michelle

Re: Intermittent connection - support no real help

lancsgent — Wed, 06 Mar 2024 11:05:22 GMT

I seldom use the landline but haven’t noticed any issues.

Re: Intermittent connection - support no real help

lancsgent — Wed, 06 Mar 2024 11:12:47 GMT

I thought I should add to that that the internet connection runs at full speed when it isn’t disconnecting which is probably what is making it so hard to diagnose!

Re: Intermittent connection - support no real help

Anonymous — Wed, 06 Mar 2024 12:00:16 GMT

Good afternoon,

Thanks for confirming. I've re-run the line test again now which is still detecting a potential faullt so I've passed this over to Openreach now for an external line investigation to be completed. I'll check again first thing in the morning for an update and will post back as soon as I know more.

Thanks

Michelle

Re: Intermittent connection - support no real help

Anonymous — Thu, 07 Mar 2024 07:02:11 GMT

Morning,

I've re-checked and we've received an update to advise that Openreach have located and repaired an external cabling fault. I'll check back in with you on Monday to see how the stability of the connection has been following this.

Thanks

Michelle

Re: Intermittent connection - support no real help

lancsgent — Thu, 07 Mar 2024 16:58:02 GMT

Thanks for your help with this! Today has been the first day in a while when the connection hasn't reset so fingers crossed!

Re: Intermittent connection - support no real help

Chris-TalkTalk — Fri, 08 Mar 2024 06:24:02 GMT

That's great lancsgent, we'll check back in with you on Monday to make sure everything is still OK

Chris

Re: Intermittent connection - support no real help

Anonymous — Mon, 11 Mar 2024 06:40:05 GMT

Morning,

How has your connection been over the weekend?

Michelle 🙂

Re: Intermittent connection - support no real help

Anonymous — Fri, 15 Mar 2024 10:08:17 GMT

Hello,

Just checking back in to see how your connection has been?

Thanks

Michelle