topic Re: Help with intermittent internet connection in Fibre

Help with intermittent internet connection

spiderwebattic — Wed, 25 Sep 2024 23:02:14 GMT

At the weekend during the storm our internet stopped working.

I've been with TalkTalk since they were AOL (so a long time).

I reported the fault and took the day off work so that an engineer could come out earlier today to fix the issue.

He replaced the socket and ran some line tests etc and said all was working fine.

My internet worked fine for about an hour and then the router drops and keeps flashing orange.

Tonight I've spent over an hour on live chat, resetting the router, restarting the router, waiting for line tests etc to be carried out.

It worked fine again for 20 minutes and so I attempted to watch a TV show on Netflix and my wifi signal is just too weak to stream anything.

This is beyond frustrating, going from a service that's always been seemless to having 5 days with no internet. None of my set up has changed in my house, the only thing that's happened is the storm.

When I look on my mobile phone it is picking up a stronger wifi signal from my next door neighbours who have Virgin and a Virgin Booster.

Is there any way I can be sent a replacement router so that I can rule out the router being the issue? I suggested this on live chat but they just suggested another engineer appointment. I can't keep taking time off work to resolve this.

Re: Help with intermittent internet connection

Divsec — Thu, 26 Sep 2024 06:35:13 GMT

Hi @spiderwebattic I'm sure the team here will help you. Do you have anything connected by ethernet, if yes how is that performing?

Your post has been escalated.

Re: Help with intermittent internet connection

Anonymous — Thu, 26 Sep 2024 06:49:13 GMT

Good morning,

I'm sorry to hear this. I've run a test on the line now which hasn't detected a fault.

I have ordered a replacement router, please allow 24-48hrs for this to arrive.

Please let us know how you get on.

Thanks

Michelle

Re: Help with intermittent internet connection

spiderwebattic — Mon, 30 Sep 2024 08:10:30 GMT

Hi Debbie the router has arrived thank you and I've started to recieve faster speeds. However, my service hasn't returned to the same as it was before the storm. It still keeps disconnecting and the orange lights flash which is now becoming really annoying after having this for a week.

So far since my previous post I have:

Reset the router and continue to have to restart it every time it loses connection.

Disconnected all wifi devices from my network, reconnecting them one by one. ( on both the old router and now on the new router).

I have a loud crackling sound on my landline phone which is making it almost impossible to make or recieve calls. I rang using my landline on Friday afternoon and whilst I was talking to a member of the technical support team the line became crystal clear. About half an hour later it returned to the crackling. I have purchased a new corded phone yesterday - the crackling and loud distortions come and go but the line is still not clear like it was before the storm.

When I attempt to do a speed test via TalkTalks website the results come back with the new router as no network connected? Yet it can show my connected devices.

Please, please could someone stabilize my services because I am becoming so frustrated at paying for a service that I'm not getting 😞

Re: Help with intermittent internet connection

Anonymous — Mon, 30 Sep 2024 08:12:51 GMT

Morning,

Thanks for the update and I'm really sorry to hear this. Does your main socket have a test socket please?

Michelle

Re: Help with intermittent internet connection

spiderwebattic — Mon, 30 Sep 2024 08:14:50 GMT

Morning,

My main socket which was new last week just has two holes side by side - one for the telephone and one for the router with no microfilters on the exterior anymore

Re: Help with intermittent internet connection

Anonymous — Mon, 30 Sep 2024 08:16:37 GMT

Hello,

Can I just confirm, which main socket do you have please?

Your guide to main phone sockets - TalkTalk Help & Support

Thanks

Michelle

Re: Help with intermittent internet connection

spiderwebattic — Mon, 30 Sep 2024 08:18:23 GMT

Master Socket NTE 5C MK 4

Re: Help with intermittent internet connection

Anonymous — Mon, 30 Sep 2024 08:21:08 GMT

Hi,

Ok thanks. This will have a test socket behind the faceplate. If you gently remove the lower faceplate there should be a test socket behind. There may be some wires connected to the back of the faceplate so move this gently. Could you then connect a microfilter, the router and a phone if you use one, directly at the test socket please and we can re-run the line test.

Thanks

Michelle

Re: Help with intermittent internet connection

spiderwebattic — Mon, 30 Sep 2024 08:30:31 GMT

I've connected it all as requested 🙂

Re: Help with intermittent internet connection

Anonymous — Mon, 30 Sep 2024 08:34:03 GMT

Thank you. I've re-run the line test now which has detected a potential fault. Just to confirm, are you experiencing any issues with the voice service such as noise on the line or no dial tone?

Michelle

Re: Help with intermittent internet connection

spiderwebattic — Mon, 30 Sep 2024 08:35:46 GMT

Yes noise on the line, but it comes and goes and isn't continual. It gets worse when I attempt to make outgoing calls

Re: Help with intermittent internet connection

Anonymous — Mon, 30 Sep 2024 08:49:06 GMT

Hello,

Thanks for confirming. I've passed this over to Openreach now to complete an external line investigation and we'll re-check in the morning for an update for you.

Thanks

Michelle

Re: Help with intermittent internet connection

spiderwebattic — Mon, 30 Sep 2024 08:55:11 GMT

Thank you, I won't be home until late evening tomorrow due to work so please bare with me for an update

Re: Help with intermittent internet connection

Anonymous — Mon, 30 Sep 2024 08:58:36 GMT

No problem, once we pass a fault to Openreach it can take up to 72hrs for us to receive an update but we'll check in the morning to see if we've heard more and will post back here. It's detecting the fault externally so hopefully the engineer won't need to access the property.

Thanks

Michelle

Re: Help with intermittent internet connection

Anonymous — Tue, 01 Oct 2024 06:13:43 GMT

Good morning,

We've received an update to advise that the fault is being investigated by a Line engineer. We'll re-check again for an update this afternoon.

Thanks

Michelle

Re: Help with intermittent internet connection

Anonymous — Tue, 01 Oct 2024 11:21:05 GMT

Good afternoon,

I've re-checked and there are no additional updates as yet. The fault is still under investigation with Openreach and we'll check again in the morning.

Thanks

Michelle

Re: Help with intermittent internet connection

Anonymous — Wed, 02 Oct 2024 05:36:02 GMT

Morning,

We've received an update from Openreach that they have located and resolved the fault. How is your connection at the moment please?

Thanks

Michelle

Re: Help with intermittent internet connection

spiderwebattic — Wed, 02 Oct 2024 10:01:31 GMT

Morning Michelle.

Thank you so much for your help with this. This time when OpenReach visited they were so thorough (unlike the previous engineer).

So far my speeds are back and there were only 3 drops yesterday which soon corrected themselves, but I was told to expect this until the line and connections stabalize 🙂

Thanks again for your help with this

Re: Help with intermittent internet connection

Anonymous — Wed, 02 Oct 2024 11:02:26 GMT

Good afternoon,

I'm really glad to hear this and please let us know if anything does change.

Thanks

Michelle 🙂