topic Re: Daily modem reboot in Fibre

Daily modem reboot

mark25 — Thu, 11 Jul 2024 06:21:54 GMT

For a long time now I've been having problems with my modem dropping out almost every day. I raised a complaint and recently had the openreach modem replaced for the TalkTalk modem yet I'm still having to reset the modem all too frequently.

I've had many infuriating calls to customer service agents who insist on talking me through the achingly long reboot process which I have done so many times, they only seem to be concerned with getting my broadband back up and running, which it always does, and not concerned with the fact that I will have to complete the whole process again the following day.

I'm at a loss for where to go or what to do next.

Re: Daily modem reboot

Debbie-TalkTalk — Thu, 11 Jul 2024 06:24:00 GMT

Hi @mark25

I'm so sorry to hear this.

Please can you add your TalkTalk landline number or account number to your Community Profile, I can then take a look at this for you.

Thanks

Debbie

Re: Daily modem reboot

Debbie-TalkTalk — Thu, 11 Jul 2024 06:44:37 GMT

Hi @mark25

Thanks for the Private Message.

I'm just running a line test now. How do you know when you need to reboot the modem? Do the lights go out?

Re: Daily modem reboot

Debbie-TalkTalk — Thu, 11 Jul 2024 06:48:05 GMT

Hi @mark25

The line test is clear but I can see a high number of re connections on the line.

I think we should send an Openreach engineer to investigate. Would you like me to arrange this visit?

Re: Daily modem reboot

mark25 — Thu, 11 Jul 2024 06:48:59 GMT

I received the talktalk modem this last week, the broadband has dropped 4 times. When working I have 2 blue lights (of the 3), when dropped out I have an amber light to the left (facing the modem). Hope that makes sense.

Im about to get ready for work so my responses may be delayed.

Re: Daily modem reboot

Debbie-TalkTalk — Thu, 11 Jul 2024 06:59:03 GMT

Thanks for your reply @mark25

Would you like me to arrange the Openreach engineer so they can take a look?

Re: Daily modem reboot

mark25 — Thu, 11 Jul 2024 07:10:22 GMT

Yes please, I have had an engineer booked on 2 previous occasions and cancelled due to the risk of £75 fee if nothing was found to be wrong. As I initially thought the problem was the Openreach modem, I now know that it is something else since receiving the TalkTalk modem and having the same issue, so yes please an engineer would be most welcome. Thank you.

Re: Daily modem reboot

Debbie-TalkTalk — Thu, 11 Jul 2024 07:22:31 GMT

Thanks for your reply @mark25

Please can you provide your availability AM and PM?

I can then arrange the engineer visit for you.

Debbie

Re: Daily modem reboot

mark25 — Thu, 11 Jul 2024 07:28:24 GMT

It depends when really, I am going on holiday w/c 22nd for the week. I can be flexible with am or pm given some notice. I currently have 17/7 off work but work from home occasionally so can be flexible. Mornings may be better.

Re: Daily modem reboot

Debbie-TalkTalk — Thu, 11 Jul 2024 07:58:59 GMT

Hi @mark25

I'm just sending you a Private Message to confirm some details.

Thanks

Re: Daily modem reboot

Debbie-TalkTalk — Thu, 11 Jul 2024 12:26:48 GMT

Hi @mark25

Thanks for confirming your details.

We've arranged the engineer visit for 17/07 AM (8am - 1pm)

Please let us know how you get on following this visit.

Debbie

Re: Daily modem reboot

Debbie-TalkTalk — Wed, 17 Jul 2024 12:06:14 GMT

Hi @mark25

How are you getting on following the engineer visit?

Re: Daily modem reboot

Anonymous — Tue, 23 Jul 2024 07:40:41 GMT

Morning mark,

Just checking back in to see how you're getting on and if your connection is now working ok?

Thanks

Michelle