Broadband connection frequently disconnecting

[Chapworthy]

Hi there,

Having a bit of a nightmare with my broadband connection, it has been frequently disconnecting over the last six or seven days (DSL and internet lights go off on openreach modem). I have had a number of online chats with the talktalk technical staff, without much luck - they sent an openreach engineer who has replaced the socket and modem, and also got a new router sent out, but the issue remains.

I need a fix on this please as I work from home using VPN so any disruption means I can't work, have already lost many hours of work to the issue.

Additionally the new router won't allow me to connect to VPN, so even when it does connect I still can't work. Any help very greatly appreciated.

Thanks,

Chris

[Karl-TalkTalk]

Hi

Thanks for confirming.

Karl.

[Chapworthy]

Hi Debbie,

I think so, it seems to be working fine. I'll send back the replacement one 🙂

[Debbie-TalkTalk]

Hi Chapworthy

I'm so glad to hear this.

Would it be ok to keep using this router?

[Chapworthy]

Hi Chris, quick update, the openreach engineer has finished, everything working ok for now - he pretty much replaced all the equipment apart from the line itself - it seems it was the ports in the roadside box that were the issue. Fingers crossed this has sorted it - I'm using my old router which connected fine using my VPN, so all good for now 🙂, thank for your help

[Chris-TalkTalk]

I've booked the appointment for tomorrow morning - April 27 2022, AM (08:00-13:00) - please let us know how you get on

Chris

[Chapworthy]

Thanks for looking at this @Chris-TalkTalk - in the meantime, would you be able to look at the VPN issue on the new replacement router please?

[Chris-TalkTalk]

Thanks for answering the security questions, I've replied to your PM requesting a little more information

Chris

[Chris-TalkTalk]

I've now sent the PM, apologies for the delay

Chris

[Chris-TalkTalk]

Apologies, I can't send the PM at the moment. Hopefully I'll be able to send it soon

Chris

[Chapworthy]

Hi Chris,

Yes that's all fine, if you think the engineer visit is necessary. Where would the PM go to, can't find it anywhere! Also, can we try to get the VPN issue sorted with the new router please?

Thanks,

Chris

[Chris-TalkTalk]

Hi Chapworthy,

If you'd like us to arrange the engineer visit can you confirm:
 

• That you accept potential Engineers charges
• Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

I've also sent you a PM to confirm some details

Thanks

Chris

[Chapworthy]

Hi Michelle, yes everything currently on and connected for now. Please feel free to arrange another engineer visit if necessary. Thanks.

[Michelle-TalkTalk]

Hello,

I'm sorry to hear this. Can I just confirm, is the modem currently switched on? If the connection is dropping directly at the Openreach modem then we would need to arrange an engineer visit to the property. Would you like to proceed with this and we can confirm some details with you?

Thanks