Broadband (ethernet/ADSL & wifi) keeps dropping out

[Hotblack1]

I normally connect to my router via ethernet cable then another cable direct to my phone line via a filter. For about a week my internet connection has been very intermittant/slow and I've tried changing cables etc. but the problem continues. The issue is the same if I use the WiFi connection.

My initial fault/service request (REP-16021258) noted an issue and it was corrected but the problem has returned. The connection failed during another service request so I don't know if it's being followed up (REP-16039372).

Help!

[mandisa1-TT]

You are most welcome:)
Enjoy the rest of your day and take care.

[Hotblack1]

No, that's all thanks.

[mandisa1-TT]

Reservation of a Openreach engineer appointment has been successful. Reserved appointment slot : October 30 2025,AM

While i still have you online, i would like to confirm is there anything else that i can assist you with today?

[Hotblack1]

OK.

[mandisa1-TT]

Sure. Please note the AM slot is between 08:00 - 13:00.

[Hotblack1]

AM please.

[mandisa1-TT]

That is okay i will be able to book the appointment for you, the earliest available date is tomorrow. Which slot would you prefer AM slot or PM slot?

[Hotblack1]

I got a text from TalkTalk at 11:44am today saying I need to arrange for an engineer to visit. I tried to book via the fault tracking page (see image below) but the 'Chat to our team' button does nothing!

 

[mandisa1-TT]

Hi there @Hotblack1 Just to confirm an engineer sent you communication as they require access to your house?

[Hotblack1]

I need to book an engineer visit for REP-16159091 - any day/time will be OK.

[amahle-TT]

I understand and we are very sorry for this, should you require further assistance please do not hesitate to reach out to us, thanks.

Enjoy your day!

[Hotblack1]

There are sufficient funds but it is annoying that it has taken you so long to correct the issue.

No need to reply to this message.

[nambuso-TT]

I wanted to inform you that there was an error on our end regarding our billing cycle. Since you use the Direct Debit method for payments, if there are insufficient funds on 31/10/2025, we will make a second attempt on 10/11/2025. Alternatively, you can call us on the 5th to make your payment directly, and we'd be happy to assist you. Please note that this issue has been addressed and should return to normal by December. I apologize for any inconvenience this may have caused.

[Hotblack1]

I used to pay my bill on the 5th or 6th of each month but you have moved this to the end of each month - you took two payments in August. Why have you done this when the contract is supposed to be monthly? If you look back at payments over the last 12 months you will see these changes.

[nambuso-TT]

No worries. Thank you very much for taking your time to chat with me today, Is there anything else that you would like me to assist you with?

[Hotblack1]

OK, thank you.

[nambuso-TT]

Line testing reveals an issue on your line that needs to be fixed by an Openreach Engineer. The engineer will investigate, typically this will be completed within the next 2-3 working days.

Openreach will contact you via a text message with details of the engineer working on your fault on the day the work begins. This includes when they are travelling and when they start working to resolve the fault.

This is a non-appointed visit, which means they'll only be working on the Openreach equipment between your home and the exchange. They will confirm once they have completed their work.

Assuming the problem is outside of your property, the engineer won't need access. However, if the engineer doing the investigation determines that access to your property is necessary, you will be informed via SMS or email and asked to schedule a time that works best for you. If this occurs, we advise getting in touch with us right away to book the engineer appointment.

[Hotblack1]

Yes.

[nambuso-TT]

We're booking an Openreach engineer to investigate any issues within the network that may be affecting your service.

The engineer is unlikely to need access to your property, so you don't need to be home and if this is confirmed as a fault in the network by the engineer won't be charged.

If the engineer can't find an issue in the network, they may need access to your home to complete further checks, they will try to call and arrange this on the contact number you have provided.

If they can't reach you, don't worry, you will receive a text from us to arrange for an appointed engineer to visit your home.

Please note that terms and conditions for an appointed engineer differ so please pay attention to this if your engineer type changes.

Do you understand this information?

[Hotblack1]

The issue has been going on for over a month. Two engineers have tried to resolve the issue. After the last engineer visited last week the connection was OK until Saturday.