topic Re: Poor connection in Fibre

Poor connection

Mervyn65 — Wed, 22 Oct 2025 15:59:10 GMT

On Monday I reported an issue with our broadband. We are experiencing poor speeds and constant dropping out. A case was raised REP -16133791 - but we are still experiencing problems and I am unable to get updates on the status of the issue. Please can somebody help.

Re: Poor connection

nambuso-TT — Wed, 22 Oct 2025 16:04:11 GMT

Hi there @Mervyn65. I am very sorry to hear this. I will help you with this. Please confirm if you are messaging us from home where the TalkTalk services are installed. Thanks

Re: Poor connection

Mervyn65 — Wed, 22 Oct 2025 16:08:14 GMT

Yes I am

Re: Poor connection

nambuso-TT — Wed, 22 Oct 2025 16:09:51 GMT

Perfect! Just to confirm, do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector.

Re: Poor connection

Mervyn65 — Wed, 22 Oct 2025 16:24:33 GMT

Are you working on it as I notice my talk talk email acccount is now not connecting

Re: Poor connection

nambuso-TT — Wed, 22 Oct 2025 16:26:55 GMT

Before I can run checks I need to ask you some few questions to identify if you need to be flagged for any accessibility or vulnerability. Please confirm what happens when you access your TalkTalk email account?

Re: Poor connection

Mervyn65 — Wed, 22 Oct 2025 16:40:11 GMT

No I dont

Re: Poor connection

nambuso-TT — Wed, 22 Oct 2025 16:42:35 GMT

Okay thanks for letting me know that you do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line. What happens when you access your TalkTalk email account

Re: Poor connection

Mervyn65 — Wed, 22 Oct 2025 16:44:12 GMT

It seems OK now - was just not connecting so no emails coming through. But OK now

Re: Poor connection

Mervyn65 — Wed, 22 Oct 2025 16:44:58 GMT

The broadband still appears slow though

Re: Poor connection

nambuso-TT — Wed, 22 Oct 2025 16:48:59 GMT

Okay then we will continue with checks then. Will you (and anyone who lives with you) be able to contact emergency services while your services remain impacted?

Re: Poor connection

Mervyn65 — Wed, 22 Oct 2025 17:26:17 GMT

Are you still working on it

Re: Poor connection

Gliwmaeden2 — Wed, 22 Oct 2025 18:04:17 GMT

@Mervyn65, staff hours are Monday to Friday, c 8am - 6pm.

Please check back during the day.

Re: Poor connection

nambuso-TT — Thu, 23 Oct 2025 07:22:03 GMT

Hi there @Mervyn65. Will you (and anyone who lives with you) be able to contact emergency services while your services remain impacted?

Re: Poor connection

Mervyn65 — Thu, 23 Oct 2025 07:37:19 GMT

Yes - it is just that the internet is very very slow

Re: Poor connection

nambuso-TT — Thu, 23 Oct 2025 07:42:15 GMT

Okay thanks for letting me know, we will continue with checks now. Does the problem occur everywhere you try and use the WiFi, or just in certain parts of the house - for example upstairs, or outside the house?

Re: Poor connection

Mervyn65 — Thu, 23 Oct 2025 07:53:50 GMT

All over the house

Re: Poor connection

nambuso-TT — Thu, 23 Oct 2025 07:55:18 GMT

I am about to run a test that will look at the condition of your line. This test will identify any faults in the cables and associated equipment, between your home and the exchange, that could effect your service. The result will allow us to determine if an engineer is required, or whether additional checks need to be completed with you.

Re: Poor connection

nambuso-TT — Thu, 23 Oct 2025 07:57:05 GMT

Our tests show that you may experience some problems due to the speed of your current service. I can see a Full Fibre service is available that would improve the reliability of your service. I would recommend an upgrade to our Fibre 65 service, along with Total Home WiFi to ensure good WiFi coverage in your home. This service provides boosters that extend your WiFi coverage throughout your home.

Re: Poor connection

Mervyn65 — Thu, 23 Oct 2025 08:17:11 GMT

I don’t understand as until this week our speeds appeared to be ok, so why the change and how much extra will this upgrade cost us and how do we know it will improve our service