topic Full Fibre Disconnecting Constantly in Full Fibre

Full Fibre Disconnecting Constantly

gftnc — Mon, 23 Sep 2024 16:31:00 GMT

Hi,

We’ve been having issues with our fibre since installation back in May. An engineer came out in August and confirmed there’s nothing wrong on the Openreach side, and it failed a more in depth test on the TalkTalk side but when he called support they told him as it was working now that nothing was wrong - even though he could clearly tell them something was wrong.
He said if we kept having issues then a new router would be appropriate, but TalkTalk support have said as he didn’t put this on his recommendations that they can’t send us a new one.

I can tell them myself there’s something wrong - it’s needing multiple resets a day and often when going to set the router up, it can’t connect to the internet. The most common error we get is an issue with the WAN IP.

Can anybody assist?

Thank you!

Re: Full Fibre Disconnecting Constantly

ferguson — Mon, 23 Sep 2024 16:36:06 GMT

Sorry to see this. If you would like the support team here to look into this for you make sure that your personal details including TalkTalk phone number and/or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond when they are back online tomorrow.

Re: Full Fibre Disconnecting Constantly

Anonymous — Tue, 24 Sep 2024 04:49:54 GMT

Good morning,

Can you please update your community profile to include your:

Name
Telephone number or Account 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

Michelle

Re: Full Fibre Disconnecting Constantly

gftnc — Tue, 24 Sep 2024 10:50:36 GMT

Thank you Michelle, I’ve updated my profile now.

I spoke to the live chat again last night for a good hour and managed to get them to concede my eero router is the problem. They said they will send a new one but I’ve had no email confirmation of this and as I work from home, I need it urgently.

Re: Full Fibre Disconnecting Constantly

Anonymous — Tue, 24 Sep 2024 11:19:57 GMT

Hello,

Apologies, I can't see that this has been requested so I've ordered a replacement eero now and it should arrive in the next 48hrs. Please disregard any emails advising that the eero will be chargeable as it won't be. We'll check back in with you on Thursday to see how you're getting on.

Thanks

Michelle

Re: Full Fibre Disconnecting Constantly

Anonymous — Thu, 26 Sep 2024 11:21:34 GMT

Good afternoon,

Just checking back in to see if this has arrived?

Thanks

Michelle

Re: Full Fibre Disconnecting Constantly

gftnc — Thu, 26 Sep 2024 13:22:09 GMT

Good afternoon,

It hasn’t - tracking looks like Friday it will get here.

I’m grateful you processed this for us, but can I check if there’s a complaints email address so I can raise the problem I had with live chat that you had to rectify?

thank you!

Re: Full Fibre Disconnecting Constantly

Anonymous — Fri, 27 Sep 2024 05:20:52 GMT

Morning,

Ok thanks for confirming and please let us know how you get on.

Raising a complaint - TalkTalk Help & Support

Thanks

Michelle

Re: Full Fibre Disconnecting Constantly

gftnc — Fri, 27 Sep 2024 13:32:53 GMT

Hi Michelle,

The new router has arrived and has immediately connected so that seems to be it sorted! Thank you so much for your help.

the individual on the live chat earlier this week said if we didn’t return the broken router we would be charged, but no bag has come for us to send it back. are we ok to just post to the recycling address?

Re: Full Fibre Disconnecting Constantly

Karl-TalkTalk — Fri, 27 Sep 2024 13:35:56 GMT

Glad the router has arrived and resolved the issue for you. You can send the old router to the recycling address.

Any problems just let us know here.

Thanks

Karl.