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]

I understand your frustration however please allow me to help you with this.

[Hotblack1]

Good grief, so back to square one then? I have no idea why I remain a TalkTalk customer.

[nambuso-TT]

Looking into your account on the notes left by the engineer, I can confirm that Openreach cleared and closed the fault as you are experiencing issues with your internet, we need to run checks again to raise a fault to Openreach so they will look into this for you.

[Hotblack1]

No.

If you read the message I posted yesterday, the engineer who was here last week said he'd have to refer an issue to OpenReach. Do you know if he has done this and have OpenReach carried out any work on the line since then?

[nambuso-TT]

Alright, thank you for letting me know. 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]

Yes, I'm at home. My broadband has been dropping this morning too.

[nambuso-TT]

Hi there @Hotblack1 I am very sorry to hear this. As you are still experiencing the issue I will need to rerun checks for you. The case was automatically closed by the system after 5 days. Please confirm if you are messaging us from home so that we can run diagnostics. Thanks

[Hotblack1]

Please see REP-16137342 for details.

Despite an engineer visit last week which initially solved the problem, the broadband connection kept dropping on Saturday 25th Oct. The engineer said he thought there was an issue that would have to be referred to OpenReach - can you confirm if OpenReach has received his referral and if they have taken any action over it?

I tried starting a live chat via the button on the 'Track my fault' page (screen grab attached below) but it does not appear to work. The message says the link will work for 5 days beginning from 22/10/2025 - I tried it on Saturday, Sunday and today and it does nothing.

 I have run two speed tests today and they both show download speeds below the expected rate -

 

 

Please advise if OpenReach are still to carry out their inspection based on the engineer's report from last week.

[mandisa1-TT]

You are most welcome, enjoy the rest of your day and take care.

[Hotblack1]

OK - thank you.

[mandisa1-TT]

You are most welcome and thank you for your patience. I have successfully escalated the fault to Openreach.
Reservation of Openreach appointment successful. Reserved appointment slot : October 11 2025,AM

[Hotblack1]

Yes, thank you.

[mandisa1-TT]

Am slot is between 08:00 - 13:00. Should i proceed with the booking?

[Hotblack1]

AM please.

[mandisa1-TT]

Which slot would be okay with you? AM or PM slot?

[Hotblack1]

Yes, that's fine.

[mandisa1-TT]

You are most welcome, the earliest available date is 11/10/2025 will this be okay with you?

[Hotblack1]

I can borrow a mobile phone - I'll send you a private message.

[mandisa1-TT]

There is no alternative method for Openreach engineers to communicate with you besides text. Best we can do is keep track of your fault and keep you updated here, alternatively you can reach out to us to track the fault. Do you understand and agree to these terms and conditions?

[Hotblack1]

I understand the terms but I do not have a mobile phone!