topic Re: Sorry, we had a problem checking your services in Full Fibre

Sorry, we had a problem checking your services

Aggie2 — Tue, 07 Nov 2023 11:15:13 GMT

Hi, I've had full fibre for almost 2 weeks now and had connection issues on mobile, tablet, tv etc, service keeps dropping out, which it never did before. OK, I see this installation has a settling in period but today, I tried to do connection/speed test etc on this website and keep getting the below message, so basically I want to know what's the problem?

Sorry, we had a problem checking your services

We tried to test your network connection but we can’t provide status updates on your current package.

Re: Sorry, we had a problem checking your services

Chris-TalkTalk — Tue, 07 Nov 2023 11:40:38 GMT

Hi Aggie2,

I'm sorry to hear that you're experiencing problems with your service. Which router do you have? Are both wired and wireless devices affected?

Chris

Re: Sorry, we had a problem checking your services

Aggie2 — Tue, 07 Nov 2023 12:18:29 GMT

Hi, my router is Sagemcom-FAST5464 and as its supposed to be high speed wifi I've only used it wireless. Forgot to mention that it also says all my devices have issues struggling trying to connect to wifi, despite all devices being in the same room as the router

Re: Sorry, we had a problem checking your services

Chris-TalkTalk — Tue, 07 Nov 2023 12:42:56 GMT

OK thanks. Can you please update your community profile to include your:

Name
Telephone number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Chris

Re: Sorry, we had a problem checking your services

Aggie2 — Tue, 07 Nov 2023 12:50:47 GMT

Ok, thanks, I've updated my profile details

Re: Sorry, we had a problem checking your services

Chris-TalkTalk — Tue, 07 Nov 2023 14:25:28 GMT

Thanks. Was your Full Fibre service installed by Openreach or City Fibre?

Chris

Re: Sorry, we had a problem checking your services

Aggie2 — Tue, 07 Nov 2023 15:21:09 GMT

Hi, was installed by Openreach

Re: Sorry, we had a problem checking your services

Chris-TalkTalk — Tue, 07 Nov 2023 15:45:39 GMT

OK thanks. Your current wifi channel doesn't appear to be congested. is the router situated close to other wireless or electrical devices?

Chris

Re: Sorry, we had a problem checking your services

Aggie2 — Tue, 07 Nov 2023 16:09:57 GMT

No, the router only has a Voip phone next to it, otherwise its about 3 metres from the nearest device (TV)

Re: Sorry, we had a problem checking your services

Anonymous — Wed, 08 Nov 2023 06:40:39 GMT

Hello,

Can I just confirm, have you tried powering down the ONT and router for 30 minutes and then retested the connection again to see how it compares?

Thanks

Michelle

Re: Sorry, we had a problem checking your services

Aggie2 — Wed, 08 Nov 2023 09:56:44 GMT

Hi, things do seem to have stabilised regarding connection to devices however, my original query was why can't I check my connection/speed etc on this website? it keeps returning the message below .... so, basically I can't compare speeds/connection as suggested

Sorry, we had a problem checking your services

We tried to test your network connection but we can’t provide status updates on your current package.

If you need any additional help, chat to one of our team below:

Re: Sorry, we had a problem checking your services

Chris-TalkTalk — Wed, 08 Nov 2023 10:19:04 GMT

Hi Aggie2,

Glad to hear it's stabalised. Sorry, I don't know why its not working, it may just be a temporary issue.

Chris

Re: Sorry, we had a problem checking your services

Aggie2 — Wed, 08 Nov 2023 10:28:46 GMT

OK, thanks for your prompt replies and help anyway 😀

Re: Sorry, we had a problem checking your services

Chris-TalkTalk — Wed, 08 Nov 2023 10:59:53 GMT

No problem 🙂