topic Re: Intermittent connection problems in Fibre

Intermittent connection problems

Rowena4 — Sun, 09 Mar 2025 21:25:39 GMT

I’m having a problem with an intermittent fault. I keep losing the internet. WiFi signal is fine. It goes through phases of working well but when it’s not working it starts going off all the time. For example, today it’s been a problem all day and this evening it went off several times during one film. I’ve tried contacting support but no one seems able to fix it. They’ve sent me texts saying they can see there is still an issue. The first time I reported it, they sent round an engineer who said there was no problem and refused to do anything. They wouldn’t even look at the router or the socket. I reported it via chat when it happened again. They claimed they had fixed remotely. I contacted them again and they said Openreach would be in touch to arrange a visit. No one from Openreach got in touch and a few days later I got a text from talk talk saying my issue had been resolved.
Is there anything else I can do?

Re: Intermittent connection problems

KeithFrench — Sun, 09 Mar 2025 21:57:05 GMT

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture and then clicking on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Re: Intermittent connection problems

Debbie-TalkTalk — Mon, 10 Mar 2025 11:52:58 GMT

Hi @Rowena4

I'm sorry to hear this.

Please can you add your name and TalkTalk landline number to your Community Profile, we can then take a look at this for you.

Thanks

Debbie

Re: Intermittent connection problems

Rowena4 — Mon, 10 Mar 2025 19:03:42 GMT

Hi, who can see my full name and phone number on my community profile?

Re: Intermittent connection problems

ferguson — Mon, 10 Mar 2025 19:32:23 GMT

Only you and TalkTalk.

Re: Intermittent connection problems

Chris-TalkTalk — Tue, 11 Mar 2025 07:03:58 GMT

Hi Rowna4,

As ferguson has said, only you and TalkTalk staff can see any information you enter on your community profile

Chris

Re: Intermittent connection problems

Rowena4 — Tue, 11 Mar 2025 20:16:15 GMT

Thanks. Have added my details to my profile. Fingers crossed.

Re: Intermittent connection problems

Debbie-TalkTalk — Wed, 12 Mar 2025 07:34:50 GMT

Hi @Rowena4

The line test is detecting a potential fault towards the property.

Is the router currently connected at the test socket? Have we recently sent you a new router for testing?

Re: Intermittent connection problems

Rowena4 — Wed, 12 Mar 2025 19:44:47 GMT

Hi Debbie,

I’m still using the router I was sent originally. It is plugged into the regular socket. I’ve never been offered a replacement router.

Re: Intermittent connection problems

ferguson — Wed, 12 Mar 2025 19:46:56 GMT

Try connecting at the test socket as shown here:

https://community.talktalk.co.uk/t5/Articles/Your-guide-to-main-phone-sockets/ta-p/2205432

Re: Intermittent connection problems

Debbie-TalkTalk — Thu, 13 Mar 2025 06:21:57 GMT

Hi @Rowena4

Could you try connecting the router at the test socket so I can run another line test in this set up?

Would you like me to also send out a new router for testing so we can rule this out?