Broadband Issues

[Mervyn65]

We have had problems today (16/11) with slow broadband and also frequent disruptions where the routers red light comes on. Not had any problems for some months. Is there an issue - have registered it on the service centre and it says “ there appears to be a problem and we are looking into it “ but not really sure if that actually  works. Can someone investigate 

[Michelle-TalkTalk]

Morning,

I'm really glad to hear this. I'm just sending you a short survey via a PM.

Thanks

[Mervyn65]

It seems fine now Michelle. Thanks for your help

[Michelle-TalkTalk]

Morning,

Openreach have advised that they have resolved a potential fault. How is your connection at the moment?

Thanks

[Michelle-TalkTalk]

Hello,

Thanks for confirming. As the line test is still detecting a possible external line fault and the sync speed has dropped and is varying, I've raised this over to Openreach now and have asked for an external line investigation to be completed. We will re-check for an update on the fault in 24hrs.

Thanks

[Mervyn65]

Hi Michelle - the crackling on the line is very intermittent and at the moment it is fine., and I think that this goes hand in hand with our broadband problem.  If you think that an external line investigation will keep the line stable, and as long as there isn’t any charge for this for ourselves, we are happy for you to ask openreach to complete an external investigation.

[Michelle-TalkTalk]

Hi,

Ok. The connection looks stable at the moment, but I can see that the sync speed has dropped. Are you happy for us to raise this over to Openreach for an external line investigation to be completed?

Thanks

[Mervyn65]

Phoned crackled over the weekend, however, this morning it seems fine and internet stable at the moment

[Michelle-TalkTalk]

Morning,

I've re-checked the connection stats now and the line test is now detecting a potential fault. Can I just confirm, is the router currently connected to the test socket at the moment please? Is there any noise on the voice service?

Thanks

[Michelle-TalkTalk]

Morning,

Ok thank you for confirming and we will re-check the connection stats again on Monday.

Thanks

[Mervyn65]

I will connect to the test socket over the weekend as not able to do it today

[Michelle-TalkTalk]

Morning,

Just to confirm, is the router currently connected at the test socket?

Thanks

[ferguson]

Have you tried connecting at the test socket as previously advised? 

[Mervyn65]

I have just run a speed check using your Talk Talk checker and these are the results

All done!

We've finished measuring your speed, and here are your results - not good considering what we are paying for. Can someone investigate further please

1.6 Mbps

Your average download speed

3.4 Mbps

Your average upload speed

[Mervyn65]

The crackling on the phone line is intermittent but the internet speed is very slow and has been for the last 2 days. Can you check from your end 

[Karl-TalkTalk]

Hi

I ran a test just before I posted, so about 12:00

Karl.

[Mervyn65]

The internet has just gone off a couple of times - are you doing checks on the line ?

[Karl-TalkTalk]

Hi

Calls will cut out if a test is run while you are on the phone.

All tests are currently clear.  If you can test with a phone only connected at the 'Test Socket' and test with an alternative handset, if crackling is present then this will require an engineer.

Thanks  

Karl. 

[Mervyn65]

The internet has been more stable this morning, not sure about the speed at the moment, however, there is some crackling on the phone line and this morning a call cut out twice during a conversation. 

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this and I will take a look now. I've run a test on the line which hasn't detected a fault, however the connection looks very unstable, and the speeds are also varying. Is the voice service ok? Is there any noise on the line? Does your main socket have a test socket please? Do you have an alternative router that you could test with?

Thanks

[Skynet_TX]

Hi @Mervyn65,

The support team here will be back in the morning and should be able to take a look at this for you.