Broadband dropouts

[Les52]

I am getting several dropouts each day. I have previously contacted Customer Services who siad that they have "fixed it", but clearly not. How do I get someone to check my connection and sirt the problem? I am not sure what information is required/relevant so will answer whatever questions from whoever  as required. Thank you

[ferguson]

OK, if it is the redoubtable Debbie who picks this up again then you can expect a very early reply on Monday!  🙂

[Les52]

Hi. This is the new microfilter as supplied with the new router that came today. Used all the new items that came with it. Thanks

[ferguson]

OK, thanks again. Do you have another plugin microfilter you can try? Otherwise, wait for the support team to advise further when they pick this up next week. 

[Les52]

Yes it is.

[ferguson]

Thanks Les. And is that the main socket where the line comes into your home from outside? Regardless of the snazzy covering!

[Les52]

Ferguson

Thanks. Hope this is ok

Les

[ferguson]

Sorry to hear this. In advance of Debbie coming back online on Monday, I wonder if it would be possible for you to post a pic of your master socket? Use the camera/image icon in the reply toolbar. 

[Les52]

Hi Debbie

Just as bad as ever. Would appreciate further contact as and when convenient to you 

Regards

Les

[Les52]

Hi Debbie

Have sent a response on this as below. Thanks

Les52

[Les52]

Hi Debbie

Update….thanks for the new router but despite my previous post saying I would get back to you later I can already report that I am already getting the same dropouts as previous. Can’t be too precise on this but it does seem to be worse in the evenings and, as far as I can tell, more stable during the day. Not sure if that helps at all. Would appreciate any further thoughts/actions on this from you as and when convenient. Thanks.

[Les52]

Hi Debbie.

Just to let you know the router has arrived today and is up and running ok. 
Will see what happens over the next few days in respect of the connection and get back to you.

Thanks

Les

[Debbie-TalkTalk]

Hi Les

Thank you 🙂

Debbie

[Les52]

Thanks Debbie.

Will get back to you with the latest once it arrives and is up and running.

Regards

Les

[Debbie-TalkTalk]

Hi Les

Thanks for your reply.

The router is on its way, please allow 48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

[Les52]

Hi Debbie

Many thanks for your prompt response and information.

Yes, thanks.

I would appreciate you sending a new router to me to assist in the fault diagnosis

Thank you

Les

[Debbie-TalkTalk]

Hi Les52

I'm sorry to hear this.

I've completed a line test which hasn't detected any faults but I can see re connections on the line.

Would you like me to send a replacement router for testing so we can rule out a fault with the router first?

Thanks

Debbie

[Les52]

Much appreciated. As you say - will wait and see what happens tomorrow. Thank you once again.

[Skynet_TX]

Ok, the 'Test Socket' link from my previous post goes to a help article that shows what type of sockets have a test socket. The 'Non NTE' does not have a test socket, but the other types do. If you have a 'Non NTE' master socket then you should not try to open it, but if you have one of the others there are details in that article about how to access the test socket inside it.

But anyway, the support team will be able to help more when they get back to you, hopefully tomorrow.

[Les52]

Thanks. Connection/speed tests etc all done ok via the Service Centre (several times). Phone OK.

My socket does not have the test socket you allude to (maybe its old like me!)

Many thanks for the reply. Hopefully , as you say, the support team will be in touch. Thanks

[Skynet_TX]

Ok, it would be worth going to the Service Centre to ‘run a connection test’ on your line (although this is really what the customer services team should have checked already), this will indicate if there is currently a fault affecting your service. You can also access this from the ‘My Account’ site.

Also, if you have a landline phone can you check to see if that is working normally (i.e. you have a clear dial tone and no noise on the line).

If the connection test doesn't find a problem, your service comes down a phone line, and your master phone socket has a test socket inside it, then you could also try the router in there (via a microfilter), that would then eliminate any of the phone wiring in your home as being a possible cause of the problem.

The TalkTalk Support Team on this community will hopefully be able to respond to this post tomorrow to help further.