topic Re: intermit drop out sometimes 30 -40 times a day for 3mth speeds down to 123kbps or 0 in Fibre

intermit drop out sometimes 30 -40 times a day for 3mth speeds down to 123kbps or 0

11111 — Tue, 30 Jul 2024 03:19:59 GMT

Been getting intermit drop out sometimes 30 -40 times a day for 3mth also speeds down to 123kbps or zero ( have fiber 65) Logged complaint with talk talk they've sent two engineers both checks router and Wi-Fi signals all fine even though I explain Wi-Fi's fine and already replaced router 4 times I ask engineers sent to check drop log either they don't know how to or don't have equipment to do so then its wait for the report waste a few more days few hours calling talk talk

I ask phone tech engineers look at drop log confirm drops ( well some know how to other's don't )?open reach engineer first two turn up check router again cannot perform all the test as first test equipment was faulty second couldn't get through to there tech department nothing else done? More calls to talk talk third open reach engineer changed ont doesn't cure it, forth visit engineers didn't even turn up calls states there is a known fault at exchange between talk talks and there apparatus I have this on recorded phone conversation speak too talk talk they say there is no fault when I play them recording this then changes to there was but its now fixed ,

Call technical and complaints department over many times takes hours first complaints manager was sacked / dismissed second moved to another job ? Every call has to go through tech support then 30 minutes waiting for them to say case manager in s busy will call back in 2-4 days this either never happens or phone rings once then call is stopped I'm registered as vulnerable cancer, heart bypass and stroke explain I explain cannot use heart monitor as line drops then whole things starts again any ideas have requested drop logs they don't appear . Resolution letter that doesn't get posted or is lost in post

I have performed all test 100s of times they have replaced router 4 times I even explain to them that you can connect straight to ont which I have and still get the fault 100% is not router any ideas how to get someone to actually do anything my illness makes this a lifeline for me at the moment its terrible

Re: intermit drop out sometimes 30 -40 times a day for 3mth speeds down to 123kbps or 0

Chris-TalkTalk — Tue, 30 Jul 2024 07:21:08 GMT

Hi 11111,

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

Chris

Re: intermit drop out sometimes 30 -40 times a day for 3mth speeds down to 123kbps or 0

11111 — Tue, 30 Jul 2024 10:00:29 GMT

Info updated it has taken time due too drop outs and poor speeds

Re: intermit drop out sometimes 30 -40 times a day for 3mth speeds down to 123kbps or 0

Chris-TalkTalk — Tue, 30 Jul 2024 10:28:24 GMT

Thanks for updating your profile. Do the lights change on the ONT and/or router when the connection drops?

Chris

Re: intermit drop out sometimes 30 -40 times a day for 3mth speeds down to 123kbps or 0

11111 — Tue, 30 Jul 2024 10:37:27 GMT

Lights on router go through connection sequence (Blinking amber – Blinking amber and white – Solid white – ) also ip change , Ont is as should be solid green power and connection and lan

Re: intermit drop out sometimes 30 -40 times a day for 3mth speeds down to 123kbps or 0

Chris-TalkTalk — Tue, 30 Jul 2024 10:45:52 GMT

OK thanks. Can you switch the ONT and router off and leave them off for 30 minutes, then switch back on and retest. Please let us know how you get on

Chris

Re: intermit drop out sometimes 30 -40 times a day for 3mth speeds down to 123kbps or 0

11111 — Tue, 30 Jul 2024 10:53:25 GMT

Already been off over night just reconnected same as before whilst I understand need to go through test I have done this 100s of times was more looking for how to get talk talk to actually do something rather than go through test sequence untold times having spoken to them been promised return calls that don't happen or to be told person dealing with case has booked a call for 5 - 7 days which doesnt happen then go through the endless loop of calling waiting for call etc

Re: intermit drop out sometimes 30 -40 times a day for 3mth speeds down to 123kbps or 0

Chris-TalkTalk — Tue, 30 Jul 2024 10:57:08 GMT

Have you tried testing with a device connected directly to the ONT with an Ethernet cable, bypassing the router?

Chris

Re: intermit drop out sometimes 30 -40 times a day for 3mth speeds down to 123kbps or 0

11111 — Tue, 30 Jul 2024 11:03:16 GMT

As I said both ont and router have been powered of over night power leads disconnected line may work for few minutes or hours then starts again Can you see drop log ? or are you just going through test sequence again ?

I know tech can see drop log tell me its dropping out, has even done so when engineer visits been told by openreach its a known fault in exchange when I call talk told thats not what report says when play phone recording then told oh its is but now working its like ground hog day ?

Re: intermit drop out sometimes 30 -40 times a day for 3mth speeds down to 123kbps or 0

11111 — Tue, 30 Jul 2024 11:10:06 GMT

As profile has to have account number can you actually see the calls I have made and what has actually been done if not most likerly you will be simply go over same as I have many times before if you can can you tell me whom I contact to actually get this rectified as complaints team hasnt worked neither has tech been any help

Re: intermit drop out sometimes 30 -40 times a day for 3mth speeds down to 123kbps or 0

Chris-TalkTalk — Tue, 30 Jul 2024 11:25:22 GMT

There are reauthentications showing until the early hours of this morning but there aren't any showing after 30/07/2024 02:44:51 (this may be when you switched the ONT off). I'll pass it over to our Future Fibre team and ask them to take a look. I'll let you know when I receive an update or they may contact you directly

Chris

Re: intermit drop out sometimes 30 -40 times a day for 3mth speeds down to 123kbps or 0

11111 — Tue, 30 Jul 2024 11:39:25 GMT

Thanks you can see I have an open complaint for about three months can you tell me why they don't send me the drop logs when I request them or tell engineers when they call having those may show a pattern and clearly show a fault but not having those sending an engineer out would be hit and miss to if fault is at moment there at property? Is that why openreach engineers (or at least last two ) don't even come to property simply call they tell me they are not able to get drop information from talk talk is that correct can you tell me whats the sequence I have been through tech then complaints then appointed complaints manager (level 2 ) what is the next level that I can escalate complaint too

Re: intermit drop out sometimes 30 -40 times a day for 3mth speeds down to 123kbps or 0

Chris-TalkTalk — Tue, 30 Jul 2024 12:17:00 GMT

I've not really heard of the engineer asking for the drop logs. If we book an engineer we include on the fault ticket a description of the fault

Chris

Re: intermit drop out sometimes 30 -40 times a day for 3mth speeds down to 123kbps or 0

11111 — Tue, 30 Jul 2024 12:43:37 GMT

if a fault it persistent isn't information pertaining to fault relevant wouldnt it help eliminate some things and assit in other diagonotics e.g log showed drop between 5-6 pm every thursday it dropped 30 times you would look at what happens at that time, see if there is a pattern or make appointment at that time ?
Every engineer thats sent has had no knowledge of fault whats the reasoning behind not giving information to customer either when requested ? They will tell me on phone same as you have on here butr when Ive asked for it to be emailed it is not forthcoming having this information I understand does clearly show there is a fault but when your complaints team look they are not able to perform or give this information out well at least some do not appear to be able to do so ,

So can I ask now that the log from when ~I reported the fault unil now be sent to my email so the true extent of the problem is visible

Re: intermit drop out sometimes 30 -40 times a day for 3mth speeds down to 123kbps or 0

Chris-TalkTalk — Tue, 30 Jul 2024 13:16:31 GMT

We would tell the engineer the nature of the fault but the engineer will generally just run a number of tests on the line to try to find out if there's a fault on the line causing the disconnections, they wouldn't investigate each individual disconnection, they just check the line for faults

Chris

Re: intermit drop out sometimes 30 -40 times a day for 3mth speeds down to 123kbps or 0

11111 — Tue, 30 Jul 2024 18:07:01 GMT

Just to reiterate I require/request the full drop log from when ~I reported the fault unil now be sent to my email so the true extent of the problem is visible, can you tell me when this will be done? Many Thanks

Re: intermit drop out sometimes 30 -40 times a day for 3mth speeds down to 123kbps or 0

Chris-TalkTalk — Wed, 31 Jul 2024 06:06:33 GMT

I'm sorry, as far as I'm aware this can't be done but you could discuss this with our Future Fibre team when they contact you.

Chris

Re: intermit drop out sometimes 30 -40 times a day for 3mth speeds down to 123kbps or 0

11111 — Wed, 31 Jul 2024 15:09:59 GMT

If you don’t know how its the way you the time of the last drops If you don’t know how its the way you the time of the last drops earlier in the post ? Also conversation with talk talk telling me those but setting those aside but if you still dont know thenwhat deartment and how do i contact them can give a a definative answer

First Question

Who do I contact at talk talk for that information as there are always logs

Second Question

Can they contact me via phone

Re: intermit drop out sometimes 30 -40 times a day for 3mth speeds down to 123kbps or 0

11111 — Wed, 31 Jul 2024 15:12:53 GMT

its been two days no contact with fiber team ?how do i make a complaint can you post step by step guide thanks

Re: intermit drop out sometimes 30 -40 times a day for 3mth speeds down to 123kbps or 0

Chris-TalkTalk — Thu, 01 Aug 2024 06:38:25 GMT

Hi 11111,

Apologies for the delay, I'll chase the fibre team up. Regarding the complaint, you already have an open Complaint

Chris