topic Re: Internet dropping, unhepful support in Fibre

Internet dropping, unhepful support

Garyliv — Sun, 15 Mar 2026 18:23:00 GMT

For the past few weeks my internet has been dropping out regularly throughout the day. I was hoping this might be a temporary fault which would resolve itself but it hasn't.

On 10/03/2026 I ran a check through my connection and it identified an issue and said to contact support. This ended up being a very long, unhelpful online chat. I was asked to download an app, identify my socket, take the face plate off, plug everything back in, then send a photo. After being asked to take the faceplate off again, I gave up. In the middle of this, it was also suggested I upgrade my package. I just want the package I'm paying for to function. I'm working full time for the NHS from home and need reliable internet.

On 12/03/2026 I rang customer services to try again. This was dreadful. Another very long call—at one point the representative said he was going to do a factory reset on my router. I asked him not to do this before I had a chance to back up all my settings (I had MAC filters set up)—he went ahead and did it anyway, saying he had fixed the problem. When I was trying to explain this hadn't fixed the problem, that the internet was still dropping out and I now had a lot of work to do to reconfigure my router, he hung up.

I rang back to speak to a supervisor about this, who ran tests and suggested it was an internal problem with my equipment but also booked an engineer to come out the following day. The engineer said the tests performed the previous day had identified it was an external issue. He ran a further test which indicated the same and said I would be contacted to arrange an appointment for another engineer to call, although they may not need access to my home as it was an external issue.

Instead I got a text message saying 'good news! we've applied a solution' and if there was still a problem to contact support again. The internet is still dropping connection all the time. It's been hours of my time trying to get this resolved and nothing has changed.

Re: Internet dropping, unhepful support

Gliwmaeden2 — Sun, 15 Mar 2026 21:28:28 GMT

Is this basically a continuation of the issue that you had about 5 weeks ago, @Garyliv?

This is that topic, for reference:

https://community.talktalk.co.uk/t5/Fibre/Less-than-guaranteed-speed-and-internet-dropping-out/td-p/3144108

Staff should be able to follow up in the morning but I'm afraid it will involve the diagnostics script again and require you to be at home to work through it with them - eating into more of your work time.

Re: Internet dropping, unhepful support

Garyliv — Mon, 16 Mar 2026 22:19:02 GMT

Yes, it's not been right since then but drop outs have got progressively worse. I'm not sure why a member of staff has not responded to this yet. Now my phone line is not working at all and my download speed has dropped to 20mbps.

Re: Internet dropping, unhepful support

Gliwmaeden2 — Mon, 16 Mar 2026 22:28:17 GMT

Sometimes staff are in meetings, @Garyliv, and they seemed quiet this morning, so that may have been the case.

I'll re-escalate the thread in the hope that it shows up in their workflow for Tuesday.

It will be daytime only, c 7am - 5pm.

Re: Internet dropping, unhepful support

Mandisa-TT — Tue, 17 Mar 2026 07:06:03 GMT

Hi @Garyliv I'm sorry to hear this, I will access your account and check this for you.

Re: Internet dropping, unhepful support

Mandisa-TT — Tue, 17 Mar 2026 07:48:32 GMT

@Garyliv Thank you for your detailed message, and I’m really sorry for the ongoing issues you’ve experienced with your connection and for the frustration caused by the previous support interactions. I completely understand how important a reliable service is, especially when you’re working from home.

I’ve reviewed the notes on your account, and I can see that an engineer recently visited your property. According to the latest update, if your connection is still dropping, the next step is to arrange an Openreach engineer, as the fault is likely external.

To get this booked for you, I need to run a fresh line test now that the previous visit has been completed. This test lets us confirm the fault status and ensures Openreach receive accurate information before the appointment is arranged.

Let me know when you are at home to proceed.

Re: Internet dropping, unhepful support

Garyliv — Tue, 17 Mar 2026 09:17:19 GMT

Thank you for reviewing my case.
I can confirm the connection is still dropping regularly and the phone line is now completely down. Download speed has also dropped to 20mbps. I'm having to tether to my mobile for work meetings.
The engineer who attended on 13/03 confirmed via line testing that this is an external fault and said another engineer would need to visit to resolve it.
I'm working from home today but available for you to run a remote line test. I have a meeting this morning but can accommodate the test around my work schedule. However, I'm not able to repeat the extensive internal troubleshooting (apps, faceplate removal, photos etc.) that I went through previously, as a qualified engineer has already confirmed this is an external infrastructure issue.
Please let me know what you need from me to get the Openreach appointment booked as this is significantly impacting my ability to work.

Re: Internet dropping, unhepful support

Mandisa-TT — Tue, 17 Mar 2026 10:01:21 GMT

I understand, we will need to run checks when you are available, are you free now to proceed?

Re: Internet dropping, unhepful support

Garyliv — Tue, 17 Mar 2026 10:27:04 GMT

I am available now

Re: Internet dropping, unhepful support

Mandisa-TT — Tue, 17 Mar 2026 10:28:03 GMT

Perfect!

Re: Internet dropping, unhepful support

Mandisa-TT — Tue, 17 Mar 2026 10:37:29 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 dropping, unhepful support

Garyliv — Tue, 17 Mar 2026 10:38:11 GMT

Re: Internet dropping, unhepful support

Mandisa-TT — Tue, 17 Mar 2026 10:38:52 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 dropping, unhepful support

Mandisa-TT — Tue, 17 Mar 2026 10:40:30 GMT

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

Re: Internet dropping, unhepful support

Garyliv — Tue, 17 Mar 2026 10:40:57 GMT

Yes

Re: Internet dropping, unhepful support

Mandisa-TT — Tue, 17 Mar 2026 10:45:10 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 dropping, unhepful support

Garyliv — Tue, 17 Mar 2026 10:49:00 GMT

Everywhere

Re: Internet dropping, unhepful support

Mandisa-TT — Tue, 17 Mar 2026 10:50:19 GMT

Thank you, We've run a test on your line which has identified a line fault that requires a supplier escalation to resolve.

Typically these escalations involve an engineer conducting checks on the supplier network, though occasionally they may need to visit your premises. I’ll need to confirm some information with you before I go ahead and arrange the escalation.

Re: Internet dropping, unhepful support

Mandisa-TT — Tue, 17 Mar 2026 10:51:32 GMT

Do you have a mobile number you can provide us so we can contact you if needed?

Please send me a private message with your mobile number.

Re: Internet dropping, unhepful support

Garyliv — Tue, 17 Mar 2026 10:51:34 GMT

Please let me know what information you need to get this resolved as quickly as possible