Connection, router.

[eskijo]

Hi I hope you can help me my internet connection disconnects when we use our landline to make a phonecall and receive a phone call.

Also when it tries to reconnect the speed is really slow and only speeds up when the phone call ends.

I hope you can help.

[eskijo]

Just an update I have a new router on its way.

Thank you to everyone who gave their time and replied.

Thank you 🙏 

[Philile-TT]

@eskijo thank you for the update hopefully it will be resolved soon. 

[eskijo]

I managed to get through to an agent and he tried to help , we will see what happens.

I want to thank everyone for your replies and time.

Thanks.

[Gliwmaeden2]

Try going straight from this link in Service Status Dashboard, @eskijo to My Connection. https://community.talktalk.co.uk/t5/Service-Status-Dashboard/bd-p/service

However there are general issues with support at the moment, @eskijo, mentioned on that board.

 

[eskijo]

I tried to do what you said but it just connected me to a chat bot.

I was told to download an app, route this helps, went through all the rigmarole only to be told the wait for an agent is taking longer than usual.

I've done this twice now and not gotten past the bot.

It's infuriating.

[eskijo]

I'll do that soon.

[fr8ys]

Have you run the suggested connection test @eskijo ?

[Gliwmaeden2]

The phone aspect wasn't looked into at all last week - it didn't seem to feature as part of the investigation in your previous thread, here, for reference:

https://community.talktalk.co.uk/t5/Broadband/Internet-connection-is-down-and-Intermittent/td-p/3131...

That thread focused primarily on the router behaviour and they were suggesting an upgrade to Full Fibre.

But it could be that the problem with the phone was a part of it as it can often affect the broadband service. Hope they get to the bottom of it for you this time, @eskijo.

[eskijo]

My WiFi speed is also falling from at its best 11.2, now down to 7.2, this has happened also after a talk talk chat agent said he changed settings on my router his name was Alun.

[fr8ys]

That might explain it.

Try running a connection test from My account.

https://support.talktalk.co.uk/live-check?_gl=1*914o3l*_up*MQ..*_ga*NDY0NjUwNDIzLjE3NTkwNjcwODc.*_ga...

[eskijo]

We had a massive rain storm during the week,it's been bad since then, 

When the phone is in use, when we answer a call and sometimes receive a call to, I'll check back in tomorrow.

Thank you for your reply.

[fr8ys]

When you are using the phone or pick it up with a dialling tone, do you get noise, crackling on the line?

Is it all the time, or does it maybe, get worse when it's raining?

Have you run a connection test from within My Account? If not it may be worth doing so.

Staff are back tomorrow and should then pick it up.