on 06-09-2021 10:19 AM
We have had months of problems with our broadband. It repeatedly disconnects and connects again, sometimes dozens of times in a day. Sometimes it is off more than it is on.
On 2 September, an Openreach engineer visited. He moved our master socket closer to the point where the telephone wire enters the house, and told us that this would solve the problem. However, I'm afraid that it hasn't solved the problem. The problem has continued; if anything, it's worse than before.
The problem seems to be with the router (which is a TalkTalk router) or the wired connection to it, not with the wifi or the computers. The lights on the router don't stay green; in particular, the INTERNET light often flashes green, or turns red, or goes off altogether.
What can you suggest to solve the problem?
on 23-09-2021 09:39 AM
on 23-09-2021 09:30 AM
The Openreach engineer visited yesterday. He found, and fixed, a fault: corrosion on the telegraph pole outside our house.
However, I'm not sure yet that the problem has been solved. Yesterday afternoon, after his visit, there was one outage when the broadband connection dropped for about five minutes. That's the only outage so far, but I'm afraid that it's not a good sign.
We'll see whether things will improve over the next few days. I'll post again to let you know.
on 17-09-2021 01:16 PM
on 17-09-2021 09:41 AM
Sorry but the earliest appointment available is Wednesday the 22nd (AM and PM are currently available) - are you available then or later in the week?
on 16-09-2021 04:14 PM
Thanks for your reply.
My availability in the coming days:
- Friday 17th (tomorrow): available all day
- Monday 20th: available 2.00 pm onwards
- Tuesday 21st: available 1.00 pm onwards
As to the terms of the engineer's visit, I'm happy to accept the stated terms on the understanding that, as you say, it's unlikely that I will be charged.
I look forward to hearing from you.
on 16-09-2021 01:49 PM
Thanks for answering the security questions. The engineer would be an Openreach engineer and we can generally arrange the visit for next working day of the working day after so are you available all day tomorrow and Monday?
Regarding the charges, I think it's unlikely that you would be charged in this scenario but we would need you to accept potential charges as outlined in the help article before we can book the visit
on 16-09-2021 12:41 PM
Thanks for your message. I'm glad that you're moving forward with arrangements for this engineer visit.
I've read your 'PM' and answered the 'Secure Verification' questions. I hope that's OK. (It's just as well that I know what 'PM' stands for. It took me a while to find the 'PM' on your system, but I got there eventually.)
Now, as to 'Engineer charges'. I went to the page about this, and discovered that there are six different types of charges. I don't know which one you have in mind, though I suspect it's either 'TalkTalk engineer service visit' or 'Openreach visit'.
I'm willing to pay reasonable charges, but I'm afraid that I'm not happy with the phrase 'We'll charge you if our engineer was unable to find a fault with your service during your visit'. You and your colleagues, and one engineer so far, have all been trying for months to fix the problem with my service. There's no doubt that there's a problem somewhere (indeed, I found the connection dropping again even while I was writing this message). It's up to you and your colleagues, therefore, to find the problem. It may take more than one attempt; indeed it already HAS taken more than one attempt. I'm willing to be patient about that, so long as I can see that you're doing your best. But, IF this particular engineer's attempt doesn't succeed, that won't be my fault - and so I don't think I should be charged just because the attempt failed. I'll be grateful for your comments on this.
Finally, as to my availability. I'm often available; indeed, I can usually arrange to be available. But my availability varies from week to week. Which week, or which days, do you have in mind? Give me specific days and times, and I can tell you yes or no.
on 16-09-2021 08:17 AM
If you'd like us to arrange an engineer visit can you confirm:
I've also sent you a PM to confirm some other details
on 15-09-2021 03:23 PM
Thanks for trying that. I think we are going to need to arrange an engineer visit. If you'd like us to do this please let us know and we'll confirm some details
on 15-09-2021 02:22 PM
Someone has just phoned the landline, so I have more to report:
1. The broadband connection dropped, I'm afraid, and remained off for several minutes.
2. The telephone connection itself was poor. Initially I could hardly hear the person speaking, there was so much crackling and breaking up. I had to ask them to ring back. When they did that, the sound on the line was better, but still not very good.
This was with the microfilter still connected to the test socket. So the problem isn't entirely with the socket.
What can you suggest now?
on 15-09-2021 01:39 PM
Thank you, ferguson!
OK, so this is what I've done:
1. I disconnected the phone, and dialled the phone number. The connection dropped (i.e. the light on the router flashed red).
2. Leaving the phone disconnected, I reconnected the microfilter to the test socket instead of the standard socket. I dialled the phone number, three times, and the connection stayed steady each time (i.e. the light on the router remained white).
3. I reconnected the phone, leaving the microfilter connected to the test socket. I dialled the phone number, three times, and again the connection stayed steady.
So there may well be a problem with the socket. I can't be completely sure about this, for two reasons:
1. The problem we've had up to now is intermittent. Sometimes, when someone has phoned the landline, the connection has dropped - but not always. Maybe 50% or 75% of the time; we haven't kept count.
2. Once the phone was reconnected (i.e. at stage 3 above), my test 'phone calls' were short; I rang off as soon as the answering machine came on. But the past drops in connection haven't always been instant; sometimes it seems to take a few seconds, or maybe half a minute, between the phone ringing and the connection dropping.
Still, you now have some more data. What can you suggest now?
(I've left the microfilter connected to the test socket for the time being, but presumably it will have to go back to the standard socket eventually.)
15-09-2021 01:37 PM - edited 15-09-2021 03:20 PM
Yes, as ferguson has said, it's to check if calling your landline still causes the router to disconnect even if there is no telephone connected?
on 15-09-2021 12:54 PM
I've been thinking further about this. If I connect the microfilter and the router, and disconnect the phone, then the phone won't respond when I try to ring it. But perhaps my trying to ring it will still affect the broadband in some way? Is that what you're getting at?
on 15-09-2021 12:49 PM
If you don't connect the phone then you clearly won't hear it ringing. Nevertheless the line will still be live, the purpose of this particular test is to see if a disconnection is caused by the simple act of a call being made to your line. Hope that makes sense?