topic Re: Internet Connection Problems in Fibre

Internet Connection Problems

Mike_P — Sun, 28 Dec 2025 20:37:52 GMT

I've been having 'Internet Connectivity' problems (currently 'not connected') since Xmas morning and seem to have run into a roadblock to escalate further via 'My Connection' @support.talktalk.co.uk website.

Timeline:-

Woke up Xmas day to no connection, also received a text message from TT saying Openreach had advised them of a fault in my area.
Just after 14:00hrs connectivity was restored, quickly followed by a text from TT saying Openreach had 'resolved the fault'. Unfortunately this only lasted until around 19:00hrs when the connection disappeared again.
Boxing day still no connection so I logged onto the 'My Connection' @support.talktalk.co.uk webpage and ran a line test which confirmed there was a problem and TT opened a case which I could follow in the 'Track My Fault' section.
Woke up this morning (28th) to a working connection and another text from TT saying 'the engineer has resolved the issue'. Once again this only lasted until around 13:00hrs then went off again for about 25mins. The connection came back only to last until around 14:50hrs when it disappeared again.
Tried using the 'Virtual Assistant' but they just got me to unplug the router for 20mins which didn't help and I'd already tried that on Xmas evening. They then said they would transfer me to an agent but that was nearly 2 hours ago and nothing's happened.

The 'roadblock' I mentioned is that I can't run another line test as apparently there's "an ongoing case associated with your account" yet in the 'Track My Fault' section it says "Your fault has been fixed" and 'Status' is "Closed", catch-22.

Currently accessing the Internet with my phone by USB tethering any help appreciated.

Re: Internet Connection Problems

ferguson — Sun, 28 Dec 2025 21:19:43 GMT

Have you tried switching your router off for a full 30 minutes before turning it back on again? That can sometimes kickstart a connection. Otherwise, wait until the support team pick this up when they are back online tomorrow.

Re: Internet Connection Problems

amahle-TT — Mon, 29 Dec 2025 07:21:31 GMT

Hi there @Mike_P, please confirm, thanks.

Re: Internet Connection Problems

Mike_P — Mon, 29 Dec 2025 15:48:02 GMT

Hi there @amahle-TT, I tried what @ferguson suggested but it made no difference.

I couldn't login earlier to respond because my login details were no longer being accepted. So I tried using 'Live Chat' and finally got an 'agent' who wanted to run some 'diagnostic checks'. All of the sudden my router light changed to solid white instead of flashing orange and I had a connection again. I'm not sure the agent had actually started to run any checks or it was just coincidence.

Anyway I have a connection (for now, 4th time lucky I hope) albeit a bit slower than normal but maybe that's due to disconnecting and reconnecting the router a few times and it's upset the DSLAM a bit and it will sort itself out in time. I'll post back if I have any more issues I can't sort out, thanks for your time.

Re: Internet Connection Problems

amahle-TT — Mon, 29 Dec 2025 15:51:30 GMT

We are glad to hear that; would you like us to look into this issue of dropping connection for you?

Re: Internet Connection Problems

Mike_P — Mon, 29 Dec 2025 21:04:04 GMT

Hi again @amahle-TT, it seems I'm going to have to take you up on your offer as my connection has disappeared again without warning. 😞

Edit :- Aaaand my connection (~20:45hrs) is back as good as ever but for how long this time?

Re: Internet Connection Problems

nambuso-TT — Tue, 30 Dec 2025 07:03:57 GMT

Hi there @Mike_P. Okay we will look into this for you. Please confirm if you are messaging us from home where the TalkTalk services are installed. Thanks

Re: Internet Connection Problems

Mike_P — Tue, 30 Dec 2025 22:43:44 GMT

Hi there @nambuso-TT, yes I am messaging from home where the TT services are installed.

It seems I might of had another disconnection overnight as the DNS servers (amongst other things) stopped responding between 02:00hrs and 08:39hrs. So far my connection has been up (as I type this) a touch over 14 hours which is by far the longest uptime I've had since the initial outage in the early hours of Xmas morning.

Re: Internet Connection Problems

Gliwmaeden2 — Wed, 31 Dec 2025 00:21:34 GMT

@Mike_P, you'll need to be at home to run tests any time during the day when staff are on here, as they'll need you to be actually there at the time. So: c 7am - 5pm Monday to Friday, but not Bank Holidays / weekends.

Re: Internet Connection Problems

Philile-TT — Wed, 31 Dec 2025 07:33:35 GMT

@Gliwmaeden2 thank you. @Mike_P Kindly let us know when you are available to complete the diagnostics.

Re: Internet Connection Problems

Mike_P — Wed, 31 Dec 2025 11:24:23 GMT

Hi @Philile-TT, I'll be available all day for any tests.

Lost connection again at 00:01hrs today and it's still down, currently accessing the Internet with my phone by USB tethering.

Re: Internet Connection Problems

Philile-TT — Wed, 31 Dec 2025 11:34:23 GMT

Okay I will go ahead and complete the diagnostics.

Re: Internet Connection Problems

Philile-TT — Wed, 31 Dec 2025 11:35:58 GMT

@Mike_P at the moment it complete loss of internet, correct?

Re: Internet Connection Problems

Mike_P — Wed, 31 Dec 2025 12:09:29 GMT

@Philile-TT yes I get a complete loss of internet.

As I was typing this reply, my connection has started working again (11:58hrs) and as solid as it usually is when up. It's almost like someone (or something) is switching it on and off (mostly off) at the exchange!

Re: Internet Connection Problems

Philile-TT — Wed, 31 Dec 2025 12:12:52 GMT

Okay, I will run a test for dropping connection.

Re: Internet Connection Problems

Philile-TT — Wed, 31 Dec 2025 12:14:52 GMT

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: Internet Connection Problems

Mike_P — Wed, 31 Dec 2025 12:24:17 GMT

@Philile-TT, no I don't, thx.

Re: Internet Connection Problems

Philile-TT — Wed, 31 Dec 2025 12:25:14 GMT

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: Internet Connection Problems

Mike_P — Wed, 31 Dec 2025 12:37:43 GMT

@Philile-TT it's not a wifi problem, TBH I hardly use it anyway, it's the actual wired ethernet connection that disappears.

Re: Internet Connection Problems

Philile-TT — Wed, 31 Dec 2025 12:38:32 GMT

Do you have a mobile number you can provide us so we can contact you if needed? Can I use the number that is registered on the account?