topic Re: Internet Hub keeps disconnecting and reconecting in Fibre

Internet Hub keeps disconnecting and reconecting

Eddie7771 — Sat, 12 Oct 2024 16:12:35 GMT

Hi i have had this problem for the last 6 months the hub keeps disconnecting and reconecting for no reason. I have had an engineer out and have got a new hub but still the same problem now all i whant to know is can I leave without a penalty charge as i am not getting what I am paying for. it,s a right pain when it happens as I am kicked out of a game then have to log back in and wait for a place on the server. I have been in touch with a local computer shop and they can monitor my internet for 4 weeks and log every time it drops out the cost is £160.00 for the 4 weeks which i will be passing onto talktalk as they are unable to fix the problem but are still charging me full price.

Thanks to any one who can help.

Re: Internet Hub keeps disconnecting and reconecting

ferguson — Sat, 12 Oct 2024 16:29:14 GMT

Does the problem persist when connected at the test socket and with devices connected by ethernet? Subject to that, if you would like the support team to look into this for you make sure that your personal details including TalkTalk phone number and/or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond. Bear in mind that they won't be back online until Monday.

Re: Internet Hub keeps disconnecting and reconecting

Eddie7771 — Sun, 13 Oct 2024 10:56:22 GMT

Hi first thanks for the quick reply,

I have gone through the test every time i go onto the chat switch evreything off disconect everything wait the reconect it all. I had the engineer chech everything throught the test socket asswell but he found no fault. My desktop is coneccted via ethernet my phone ,laptop by wireless but when the hub disonects evertthing goes off when they found no fault with the openreach system I was charged £75 for the engineer call out and had to fight to get that removed. It disconected last week while i was on a video call with the " DWP" i now have to wait 6 weeks for another appointment all i whant now is to get out of my current contract with out a penalty as i am not getting what i am paying for and will be able to get a provider whos service works as it should.

Re: Internet Hub keeps disconnecting and reconecting

Debbie-TalkTalk — Mon, 14 Oct 2024 06:29:27 GMT

Hi @Eddie7771

I'm really sorry to hear this.

The line test has detected a potential line fault. Can I just check, is the router currently connected at the test socket?

Re: Internet Hub keeps disconnecting and reconecting

Eddie7771 — Mon, 14 Oct 2024 15:08:17 GMT

Hi right the router was conected to the main socket, i have now removed the cover and conected it via the micro filter i got with the new hub to the test sockect to see if the problem is still there.

Thanks eddie

Re: Internet Hub keeps disconnecting and reconecting

ferguson — Mon, 14 Oct 2024 15:12:05 GMT

OK, leave it like that until the support team can test again when they are back online tomorrow.

Re: Internet Hub keeps disconnecting and reconecting

Debbie-TalkTalk — Tue, 15 Oct 2024 06:10:36 GMT

Hi @Eddie7771

Thank you. The same fault has been detected on the line tests.

Is the connection still dropping whilst connected at the test socket? We will need to raise this over to Openreach if you are still experiencing this fault.

Thanks again.

Debbie

Re: Internet Hub keeps disconnecting and reconecting

Eddie7771 — Wed, 16 Oct 2024 07:49:03 GMT

Hi it was left in the test socket all day while I was at work, I was told when I got back that it dropped off twice while my girlfriend was on a zoom call with her friends and once while she was on ebay. Now I don,t whant it passing onto openreach as this has been going on for over 6 months now. They have sent out several engineers and a new superhub to fix it but after a couple of days back to the same fault.

TalkTalk must have a complaint,s dept pass it on to them as i am not getting the service I am paying for all I whant now is out of the contract penalty free as they are not living up to there side of the contract

Thanks Eddie

Re: Internet Hub keeps disconnecting and reconecting

Debbie-TalkTalk — Wed, 16 Oct 2024 07:50:19 GMT

Hi Eddie

Apologies for this.

If you contact our Loyalty Team directly then they can discuss cancelling your service.

Cancel your TalkTalk service

Re: Internet Hub keeps disconnecting and reconecting

Gliwmaeden2 — Wed, 16 Oct 2024 08:10:48 GMT

There's a link to the Complaints process at the foot of the page, @Eddie7771.

Re: Internet Hub keeps disconnecting and reconecting

Eddie7771 — Sat, 19 Oct 2024 19:27:54 GMT

Hi just to let you all know i have sorted it out now I have been in touch with virgin media and will be getting it fitted on the 2nd Dec I have emaild TalkTalk that I will be leaving and ending my contract on the 25 Nov over 1 months notice and virgin will contact the asswell.

I still owe 11 months but will pay the cancelation fee just to get out of it then i will be posting about what a bad service I have had on all of my social media as i am not happy with the service i have received.

Thanks for all who tried to help

Eddie

Re: Internet Hub keeps disconnecting and reconecting

Gliwmaeden2 — Sat, 19 Oct 2024 22:52:41 GMT

@Eddie7771, which email address did you use?

I don't think it's listed as a means of cancellation - only snailmail, and phone. (Chat has to phone you back, so it still entails a phone call).

Virgin doesn't have a switching agreement with Talktalk.

These are the advice paragraphs for contacting Talktalk to cancel:

Or:

Full information can be found on this page, but you do need to keep clicking through for further details:

https://community.talktalk.co.uk/t5/Articles/Cancel-your-TalkTalk-service/ta-p/2204737