Broadband connection

[edboy104]

Since Saturday daytime internet keeps dropping out. Reconnects for a few seconds, then goes off again.

 Ran a test and says there's no problem.

Connected to test socket and it's the same.

[Debbie-TalkTalk]

Hi @Caroline5299 

Please can you create a new topic on the Community, we can then take a look at this for you.

Thanks

[ferguson]

@Caroline5299 

If you would like help from the support team then please start your own topic.

[Caroline5299]

I am having the same issue, this has been ongoing since December 2024 when I upgraded to fibre. I am sick of complaining about it, they keep telling me the issue is resolved but it never is. I am now looking at different providers 

[Chris-TalkTalk]

Hi edboy104,

I'm glad to hear that the engineer has resolved the issue, if you do experience any further problems please let us know

Chris

[edboy104]

OK, I don't know what all that means.

All I know is what I have previously written regarding what the Engineer said to my wife.

[Debbie-TalkTalk]

Hi  edboy104

The engineers notes are below:

Engineer has resolved the fault located at the D-side including aerial cables / lead-in / block terminal. There was a fault outside the end customer's curtilage caused by general wear and tear. The fault was fixed by changing the pair in cable length.

Thanks

[edboy104]

No. Different landline number.

Separate, Independent cabling.

I wasn't here to ask questions of the Engineer.

Do Talktalk not get a report or feedback from Openreach?

[Debbie-TalkTalk]

Hi @edboy104 

It's 2 lines off the one connection? So both have the same landline number?

[edboy104]

Yes, 2 separate lines; one to main house, the other to annex (unoccupied).

Talktalk contract is for main house.

The problem was wiring that feeds to main house.

No live contract with annex.

Eng switched the cabling from the annex to the main house.

This is my understanding of their fix.

I was not present when it was done.

I have had no report or follow up directly from Openreach.

[Debbie-TalkTalk]

Hi @edboy104 

Just to confirm, you have 2 separate lines at the property and now the 2nd connection/line is not working?

[edboy104]

So, broadband connection is now ok after Openreach Eng visited. We were out, initially, but he found the problem was related to wiring inbetween trees further up the Lane. He wasn't able to resolve this on his own.

However, we have an annex with independent cabling. He switched that cabling over to us as there is nobody living in the annex.

So we are connected, but the original problem is still there which he told my wife we would have to log as a new call out when we need both connections to be live.

[Debbie-TalkTalk]

HI @edboy104 

How was the connection yesterday? Is everything working ok now?

[Debbie-TalkTalk]

Hi @edboy104 

Openreach have closed the fault as resolved. Please can you let me know how the connection is over the next 24hrs?

[Debbie-TalkTalk]

Morning @edboy104 

This fault is still with the Openreach line engineers, there are no additional updates at the moment.

I will keep checking for updates.

[Debbie-TalkTalk]

Hi @edboy104 

No problem 🙂

I will let you know as soon as I receive an update from Openreach.

Debbie

[edboy104]

OK, thanks.

[Debbie-TalkTalk]

Hi @edboy104 

Thanks for confirming this.

I have passed this fault straight over to Openreach to be investigated by a line engineer (external investigation)

I will post back here as soon as I have further updates.

Debbie

[edboy104]

Yes, the router is still connected to the test socket.

[edboy104]

The router is still connected to the test socket.

[Debbie-TalkTalk]

Hi @edboy104 

I'm sorry to hear this.

I've completed a line test and this is detecting a potential fault.

Is the router still at the test socket at the moment?