topic Re: Connectivity Issues in Fibre

Connectivity Issues

Craig37 — Tue, 01 Oct 2024 18:23:40 GMT

Hello, hoping someone might be able to advise. We have been with TalkTalk for around 13 years with no issues until a month or so when wifi stopped working in certain parts of the house. After discussions with TalkTalk they suggest upgrade to fibre 150 (at an additional cost) this was installed on 20/9 and we have had problems since. The modem will drop signal and we then lose connectivity around the house. I called and spoke to TalkTalk last night and they said a fault on the line and this would be fixed by open reach, today my wife who works from home has lost connectivity and it has impacted her working day. I’ve spoken to talktalk again tonight, spent around 50 minutes on a call with the solution to be sent a new modem as mine might be faulty, then after holding to transfer to another department I cut off and it came to 7pm and everyone has gone home. So i have another evening of unreliable broadband, another working day tomorrow interrupted for my wife and another call when I get home.

has anyone else had similar issues, I am so frustrated and disappointed by the issues.

Re: Connectivity Issues

Gliwmaeden2 — Tue, 01 Oct 2024 20:32:47 GMT

It will help staff identify your account if you complete your community forum profile details, @Craig37.

Go via your avatar; settings; drop down menu. Complete Personal Information. Scroll down and SAVE CHANGES.

Staff will respond during the day, so keep an eye on this thread for replies. (Any notifications are from a No Reply address, so always post back on this thread).

Re: Connectivity Issues

Anonymous — Wed, 02 Oct 2024 05:31:37 GMT

Morning Craig,

Can you please update your community profile to include your:

Name
TalkTalk 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: Connectivity Issues

Craig37 — Wed, 02 Oct 2024 06:49:30 GMT

Hello, this has been updated. I had a discussion on chat with a TalkTalk colleague last night, another hour of checks and they have not suggested new equipment so I’m not sure what is going on apart from I’m going around in circles and they said it might be a further 3-4 days of disruption.

Re: Connectivity Issues

Anonymous — Wed, 02 Oct 2024 07:28:19 GMT

Hi Craig,

Thank you. I've run a test on the line now which has detected a potential fault towards the property. Can I just confirm, has the set up changed since the engineer installed this? Is it the Openreach modem which is dropping connection and not the TalkTalk router?

Michelle

Re: Connectivity Issues

Craig37 — Wed, 02 Oct 2024 10:24:49 GMT

Thank you, I’ve had multiple tests on the line completed and then have been told that it has been sorted, again not sure what is happening here.

Nothing has changed since it was set up on 20 September.

I’m not sure which device is not working, it’s the one with broadband and WAN lights on. Which my original router sits on.

I’m not sure have I been sent the right equipment as on the TalkTalk website there is a white eero box?

Re: Connectivity Issues

Chris-TalkTalk — Wed, 02 Oct 2024 13:16:39 GMT

Hi Craig,

The eero is only currently supplied to Full Fibre customers, G.fast customers receive the wifi hub. To investigate the connection drops we'll need to arrange an engineer visit. If you'd like me to do this please me know and I'll confirm some details with you

Chris

Re: Connectivity Issues

Craig37 — Wed, 02 Oct 2024 14:17:46 GMT

Hi Chris,

Thank you, I’m a little confused as on the TalkTalk website is says

Award-winning Amazon eero 6 router with dual-band Wi-Fi 6 included as standard. (RRP £109)

from looking at pictures I’m not sure I have this?

And I have Full Fibre 150 (that is showing on my account)

An engineer visit would be welcomed.

Re: Connectivity Issues

Chris-TalkTalk — Thu, 03 Oct 2024 06:43:11 GMT

Full Fibre is FTTP (Fibre to the premises), you have Fibre150 but it's G.Fast which is FTTC (Fibre to the cabinet) , this comes the a modem and Sagemcom wifi hub, apologies for any confusion

If you'd like us to book an engineer visit can you confirm:

That you accept potential Engineers charges
Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

Thanks

Chris

Re: Connectivity Issues

Craig37 — Wed, 02 Oct 2024 17:01:16 GMT

Thanks Chris, I do think that is misleading and somewhat confusing using the same names.

What would an engineer do? I’ve been told that there is a fault on the line, twice on the phone, once on chat and again in this thread. An openreach engineer was tasked with fixing it and this morning my wife has had to turn it on and off.

one of your colleagues who I called yesterday suggested the equipment was faulty and a replacement would be sent but I was cut off before confirming my details.

my wife works from home Monday-Wednesday so would need engineer on Thursday or Friday to reduce disruption.

I appreciate the support given to date but this is now a frustrating and time consuming saga.

Re: Connectivity Issues

Chris-TalkTalk — Thu, 03 Oct 2024 07:42:20 GMT

Hi Craig,

The engineer would check the line for faults. If you'd like us to book the engineer visit can you confirm that you accept potential Engineers charges and we'll book the first Thursday or Friday appointment available

Thanks

Chris

Re: Connectivity Issues

Craig37 — Thu, 03 Oct 2024 11:32:57 GMT

Hi Chris,

Yes, I’ve just had a text from TalkTalk

TalkTalk Update: Hello, our monitoring after your engineer visit suggests there might still be some issues with your broadband. If you haven't yet, try rebooting your router. If everything's working fine now or if you're still having trouble, please let us know at talktalk.co.uk/faultretest we're here to help! Your TalkTalk Team

so safe to assume it is a line issue.

craig

Re: Connectivity Issues

Chris-TalkTalk — Thu, 03 Oct 2024 11:37:41 GMT

Hi Craig,

If you'd like me to book the engineer could you confirm that you accept potential engineer charges and I'll book the appointment

Thanks

Chris

Re: Connectivity Issues

Craig37 — Thu, 03 Oct 2024 11:46:09 GMT

Chris, sorry I thought I made that clear. Yes, I will accept possible charges if in some version of reality this is not a line fault, despite the amount of time this is taking, multiple line checks, text messages of confirmation that there is a fault. Please note my on going frustration.

Re: Connectivity Issues

Chris-TalkTalk — Thu, 03 Oct 2024 12:20:16 GMT

Thanks. I'll book the engineer now and get back to you with the details

Chris

Re: Connectivity Issues

Craig37 — Thu, 03 Oct 2024 12:30:15 GMT

Thank you

Re: Connectivity Issues

Chris-TalkTalk — Thu, 03 Oct 2024 12:32:51 GMT

I've booked the engineer for tomorrow morning - October 04 2024, AM - please let us know how you get on

Chris

Re: Connectivity Issues

Craig37 — Thu, 03 Oct 2024 12:50:09 GMT

Chris, sorry, my wife will not be in tomorrow due to a pre planned appointment. Can this be rescheduled please?

Re: Connectivity Issues

Chris-TalkTalk — Thu, 03 Oct 2024 13:13:51 GMT

OK, I'll try to cancel it

Chris

Re: Connectivity Issues

Chris-TalkTalk — Thu, 03 Oct 2024 13:30:00 GMT

Are you available next Thursday and Friday? I can try to rearrange the visit for then?

Chris