topic Re: Phone line test has found fault - internet often restarting since yesterday morning. Please hel in Fibre

Phone line test has found fault - internet often restarting since yesterday morning. Please help!

spider-man — Wed, 20 Dec 2023 12:06:52 GMT

Hi, I am unfortunately dealing with MH issues so please bear with me. First time a internet problem like this has happened since joining TalkTalk in 2017. Since yesterday morning my internet connection keeps on dropping then starting again throughout the day and night. I didn't notice it until last night when I went online and kept on getting disconnected, looked at the log and it seemed to have started yesterday morning 19/12/23 at 9:30am. Sometimes it quickly restarts - goes down for 10-20 seconds or so - router flashes white/red then back online again. Sometimes it stays active for a hour or so before going down again.

I visited the my connection talktalk website last night and ran a connection test a few times, all seemed fine, then a speed test and the page showed I wasn't getting the correct speeds though every time the internet would restart this would result in different speed test results, for example last night the last speed test I ran showed all was well and I was getting my normal speeds and everything seemed fine again until net restarted again after a hour or so.

I then remembered once this year and last year we had issues where our home landline phone wasn't receiving calls and the other time no dial tone though the internet was still running great. Each time this occurred I went to the my connection page and selected - "my telephone - check your service is running as you'd expect". Both times this resulted in a fault and the test page/check my fault page updated saying a engineer would be sent to fix this and no one had to enter our home as it was to do with outside and nothing to do within our home so everything was fixed automatically without having to do deal with any stress. So I thought to run that test again (though our home phone seems to be working and it has a dial tone and receiving calls etc) a fault was found though this time it updated with a contact us button though every time I click it nothing occurs. I would prefer chatting to TalkTalk staff on here as I've not had much luck/confusion with chat in the past.

One time a problem just like this occurred many years ago when with BT Broadband, a engineer arrived and all was fine within our home. He went to take a look at the broadband exchange a few minutes near our home and he said someone messed around with the wiring at the exchange/wiring was damaged and he fixed it there and this resulted in the internet working as usual again. I believe this is what has occurred again because the internet was running perfectly up until yesterday morning. TalkTalk router, wiring, cables etc around the house have never been moved or touched and no renovation work etc. Only when I noticed these issues last night I had a look to see if everything is connected well, I turned the router off for 20 mins and turned it back on again though still the same issue. I do not think it is a issue on our end. Router is not connected to the master socket as it would be awkward to do so as there is no where to place it and the master socket is near our front door so every time the door would open the router will get knocked down by the door or wind and it will be difficult entering our home because of this too, I would prefer not to run these master socket tests as last time this occurred with BT it was a waste of time and caused more issues/stress.

It is possible to send a engineer to look at the local exchange to see if anything is going on? Last thing I want is a engineer to enter our home as I have MH issues(can discuss more in PM with TalkTalk staff on why this is a difficult situation for me). Also I don't want a rude engineer to cause me distress or one who has had a bad day to turn up and put the blame within our home and charge us. I am worried about this as we still have I guess somewhat of a old style non NTE master socket/set up which hasn't been changed/updated for decades though always has been working perfectly fine with no issues, thank God. I don't want do deal with the stress on updating to future fibre etc. I don't know if there are specialised engineers that can be sent that understand MH issues? I'm worried a engineer will turn up and look at our old non NTE master socket and just be rude and say you need to upgrade everything as it's old etc even though all wiring/internet has been working perfectly fine for many decades since we got a internet connection back in the dial up days. Again the internet was running normal as usual up until yesterday morning and never any problems, as I said no problems have occurred within our home and it has always been a problem with the local broadband exchange/cabinet near our home.

Fault ref no is - REP-13782907

Sorry for the long message, hoping someone will understand. Hopefully someone can help ASAP!

Thank you.

Re: Phone line test has found fault - internet often restarting since yesterday morning. Please h...

Chris-TalkTalk — Wed, 20 Dec 2023 13:27:31 GMT

Hi spider-man,

Line test is picking up a potential problem. Can you hear any noise on your telephone line?

Chris

Re: Phone line test has found fault - internet often restarting since yesterday morning. Please h...

spider-man — Wed, 20 Dec 2023 22:44:46 GMT

Hi Chris, thanks for the quick response. I just checked - turned on the phone and the dial tone sound seems normal as it usually sounds though tomorrow morning 21st Dec I will have someone phone to see how everything sounds though it seems to be sounding as normal/working fine.

Re: Phone line test has found fault - internet often restarting since yesterday morning. Please h...

Anonymous — Thu, 21 Dec 2023 07:09:43 GMT

Good morning,

Ok thanks for the update and please let us know how you get on. If the voice service is clear then we can focus on the broadband connection. Have we recently sent you a replacement router for testing purposes to rule this out?

Thanks

Michelle

Re: Phone line test has found fault - internet often restarting since yesterday morning. Please h...

spider-man — Thu, 21 Dec 2023 12:59:37 GMT

Hi Michelle, thanks for your response. I do not think it is the router, never had any issues with it before since moving to TalkTalk in 2017. A update on the telephone line - just had someone call and the phone call was not that clear, there is some noise/sounds in between. I just now turned on the telephone now too and some sounds too with the dial tone. I guess that is why the phone line test I originally did on the my connection page came up with a fault and everything else seemed fine. Similar to the last two times we had issues with the landline phone though this time a contact us button appeared rather than the previous way as mentioned in my original post and internet connection problems too, sometimes it seems to go down and is connected again all within 20-30 seconds, this happens throughout the day/night randomly.

It has also been quite windy here too for the past few days and raining now and then though not heavy rain. We have also just noticed that on the telephone pole in front of our house that some wires seems to be hanging loose and also wires disconnected from a box seem to be hanging loose/disconnected, maybe the wind has done something there. It's either that or the local broadband exchange cabinet as mentioned in my original post. All was well before, nothing has been rearranged or touched such as broadband equipment/router/wiring etc.

Re: Phone line test has found fault - internet often restarting since yesterday morning. Please h...

Chris-TalkTalk — Thu, 21 Dec 2023 13:54:26 GMT

Hi spider-man,

To investigate further we'll need to arrange an engineer visit. If you'd like us to do this please let us know and we'll confirm some details

Chris

Re: Phone line test has found fault - internet often restarting since yesterday morning. Please h...

spider-man — Thu, 21 Dec 2023 14:12:57 GMT

Hi Chris, thanks for the response. Yes please do so, hopefully as soon as possible. Regarding the engineer visit, as you can read in my original post, there are some worries concerning this. Can we move this to PM, as I would like to discuss something with you there?

Thanks.

Re: Phone line test has found fault - internet often restarting since yesterday morning. Please h...

Chris-TalkTalk — Thu, 21 Dec 2023 14:22:31 GMT

Yes, if you'd like to PM me that's fine

Chris

Re: Phone line test has found fault - internet often restarting since yesterday morning. Please h...

spider-man — Thu, 21 Dec 2023 14:43:17 GMT

Thanks, has been sent.

Re: Phone line test has found fault - internet often restarting since yesterday morning. Please h...

Chris-TalkTalk — Thu, 21 Dec 2023 15:28:42 GMT

Thanks for the PM, I've replied

Chris

Re: Phone line test has found fault - internet often restarting since yesterday morning. Please h...

spider-man — Thu, 21 Dec 2023 15:54:07 GMT

Just responded, thanks.

Re: Phone line test has found fault - internet often restarting since yesterday morning. Please h...

spider-man — Sat, 23 Dec 2023 13:48:11 GMT

Hi Chris, just sent a PM with what has been going on.

I also would like to ask as TalkTalk forum staff will not be back until Wednesday? This morning a engineer was supposed to arrive though I had to go to the hospital A&E yesterday late afternoon/evening. I had no idea about a engineer until I was about be discharged at around 10pm/11pm about a engineer arriving and a response was sent on my behalf replying "fixed" as they didn't know if I would be staying the night at the hospital. I started worrying/stressing etc over this at the hospital hoping I will not be charged a cancellation fee as the text was sent at around 3pm/4pm(so after 12pm) though the response was sent immediately and was misread by someone else as 12am not pm. I asked proof from the doctor that I was at the hospital to show I was not lying and also kept my hospital wristband etc. If I am charged a cancellation fee could this be reversed as I didn't know waking up yesterday I would be at the hospital at night.

Thanks and I'm sorry if this is too much information, I just wanted to be honest. I have private messaged Chris with more details so hopefully he will get back to me once he returns.

Re: Phone line test has found fault - internet often restarting since yesterday morning. Please h...

Chris-TalkTalk — Wed, 27 Dec 2023 08:59:20 GMT

Hi spider-man,

I've replied to your PM

Chris

Re: Phone line test has found fault - internet often restarting since yesterday morning. Please h...

spider-man — Thu, 04 Jan 2024 21:00:10 GMT

Thanks for helping Chris, just responded.

Re: Phone line test has found fault - internet often restarting since yesterday morning. Please h...

Chris-TalkTalk — Fri, 05 Jan 2024 10:42:26 GMT

Hi spider-man,

I've replied to your PM

Chris

Re: Phone line test has found fault - internet often restarting since yesterday morning. Please h...

spider-man — Wed, 10 Jan 2024 00:22:25 GMT

Hi Chris, just replied too. Thanks.

Re: Phone line test has found fault - internet often restarting since yesterday morning. Please h...

Anonymous — Wed, 10 Jan 2024 07:26:37 GMT

Morning,

I'm sorry for the delay and thanks for the update. I've re-checked the connection stats now and the line test is now clear and the sync speed looks consistent. Could you try powering down the router for a full 30 minutes and then retest the speed again please as this will reset the current session and can often increase the throughput speeds.

Thanks

Michelle

Re: Phone line test has found fault - internet often restarting since yesterday morning. Please h...

spider-man — Thu, 11 Jan 2024 14:46:41 GMT

Hi Michelle, no need to be sorry and thanks for your response. Thank God, it looks like your solution worked, thanks for that. Speed is back to normal now as the speed test on the talktalk my connection page shows I'm getting the expected speed. I will check again later on tonight or tomorrow and will update.

Thanks again.

Re: Phone line test has found fault - internet often restarting since yesterday morning. Please h...

Chris-TalkTalk — Thu, 11 Jan 2024 15:26:49 GMT

OK thanks spider-man

Chris

Re: Phone line test has found fault - internet often restarting since yesterday morning. Please hel

spider-man — Tue, 03 Sep 2024 14:13:27 GMT

Hi, I hope it’s ok to post on here again because my internet has been down since Sunday early morning. I was going to post on Sunday but deleted it as I thought it might be fixed by now but it has not.

Fault - REP-14700174

Landline is working fine. I’ve ran all tests such as turning the TalkTalk hub off for 20 minutes and turning it on again a few times but no luck. I’ve tried/checked everything as also stated in my previous posts on this thread so please see there before requesting me to check other things etc. I looked at the TalkTalk hub log on Sunday and it looks like it went down at 6:48am on Sunday 1st Sept as a constant message on the log saying - dhcp client failed. All was working well before then.

TalkTalk hub is sometimes showing a constant amber light. Yesterday I noticed it switched to white but then flashing amber/white. So it must be changing throughout the day etc. On the TalkTalk hub page it is showing my normal speeds and everything working fine as it has all ticks and no crosses but this is odd as the internet is completely down/off. This is the first time something like this has occurred where the net has been shut off.

I don’t have a smartphone so I am borrowing one to message on here and on Sunday I used it to run a test and it says - a engineer is on the way to the exchange - they will not need to come to your home. This was on the fault tracker on Sunday at 2pm.

Any update on this or more info on what is going on? It has been over two days now, as mentioned in previous posts I unfortunately deal with MH issues so I’m not keen on phoning and it seems like there is no TalkTalk accessibility line to contact so I thought I’ll try here again as everyone was helpful and kind.

Thank you.