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!

[nambuso-TT]

Okay thank you very much for that. Just to confirm when did you notice the issue?

[Hotblack1]

Yes, you should have a note of it in my personal details.

[nambuso-TT]

Please provide the number privately

[Hotblack1]

Last week the engineer found an issue at the cabinet and also thought there could be an issue at the pole but he needed to get OpenReach to investigate the cables at the pole due to tree branches blocking his access. I don't know if OpenReach have checked the pole yet. Note: the trees are not on my property.

[nambuso-TT]

Do you have a mobile number you can provide us so we can contact you if needed? 

[nambuso-TT]

We've run a test on your line which has identified a line fault that requires a supplier escalation to resolve.

Typically these escalations involve an engineer conducting checks on the supplier network, though occasionally they may need to visit your premises. I’ll need to confirm some information with you before I go ahead and arrange the escalation.

[Hotblack1]

OK, thank you.

[nambuso-TT]

A line test is currently underway. This checks the equipment used to provide the broadband service to your home - including the exchange, cabinet and line equipment.

This can take up to 5 minutes to complete. I'll let you know if this test finds a fault, otherwise I'll continue with further checks.

[Hotblack1]

I only use my computer connected to the router via ethernet cable. Its location does not change. I do not use wifi.

[nambuso-TT]

Just to confirm so you can say that the issue only occurs in one or some locations?

[Hotblack1]

I do not use wifi. The connection is by ethernet. There have not been any changes to the router or cables since you provided a replacement router. The engineer identified a few issues with the line outside my property and thought there may be another issue that he could not check due to tree branches.

[nambuso-TT]

Please choose from the below options. 

-Issue occurs everywhere

-Issue only occurs in one or some locations

-Issue is not with WiFi

-Issue is with a single device

[nambuso-TT]

Does the problem occur everywhere you try and use the WiFi, or just in certain parts of the house - for example upstairs, or outside the house? 

[Hotblack1]

Yes.

[nambuso-TT]

Okay thanks for confirming. Will you (and anyone who lives with you) be able to contact emergency services while your services remain impacted?

[Hotblack1]

No.

[nambuso-TT]

Thank you. Do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector.

[Hotblack1]

OK.

[nambuso-TT]

We need to re diagnose the issue to see if the location of the fault hasn't shifted.

[Hotblack1]

So another engineer visit then?