Fibre Broadband no internet

[Kazp_1]

Good morning. 

Our fibre broadband keeps dropping out and saying 'no internet' even if we are connected to the WiFi. The light on the router is white static. My phone and TV are the only devices in the house that can connect, but even then it's slow. This is happening everyday now since last weds which is a massive problem as we work from home and need to connect to VPN. 

Would really appreciate any help. 

Many thanks.

Kind regards,

Karolyn

[Kazp_1]

Thanks Debbie. It's causing such a problem with work, can't even get on the internet at all now, even when resetting router.  

Thanks for your help. 

Kind regards,

Karolyn

[Debbie-TalkTalk]

Hi Karolyn

I'm really sorry about this, the line test is detecting another external fault.

I have escalated this back to Openreach and advised that this is a repeat fault and that the fault has not been fully resolved.

I will post back on this thread as soon as I have further information from Openreach.

Thanks

Debbie

[Debbie-TalkTalk]

Hi Karolyn

I'm really sorry to hear this. I will run some line tests now.

[Kazp_1]

Hi Debbie,

Unfortunately it's not resolved, internet has dropped out again with all devices bar one disconnecting.  White light on router but nothing can connect. Have had to switch off and on again to connect devices/get internet. This is the same as the original issue. 

Many thanks. 

Kind regards,

Karolyn

[Debbie-TalkTalk]

Hi Karolyn

I'm so glad everything has been resolved 🙂

On this help page there is an availability checker, hope this helps Guide to Full Fibre and FTTP | TalkTalk

[Kazp_1]

Hi Debbie,

Yes everything seems to be working fine on the new router. Hopefully stays that way! 😂🤞 Thanks again for all your help.

Just out of curiosity, do you know if Fibre 150 with the eero router is available at our address?

Thanks again.

Karolyn

[Debbie-TalkTalk]

Hi Karolyn

Thanks for confirming. I've checked and this speed is within range for your line.

Is everything working ok now?

Debbie

[Kazp_1]

Hi Debbie,

53Mbps download, 18.6mbps Upload. Is that about right for what we pay for?

Thanks again.

Karolyn

[Debbie-TalkTalk]

Hi Karolyn

I'm so glad to hear this 🙂

What speed are you receiving when running speed tests?

[Kazp_1]

Hi Debbie,

Yes it's working now! Thank you so much for your help 😁

Kind regards,

Karolyn

[Debbie-TalkTalk]

Hi Karolyn 

I'm sorry for the delay. Please can you retest your VPN connection again?

[Kazp_1]

Also speeds seem alot lower on the old router compared to new (37mbps compared to 54mbps on the new one). Let me know if I should plug the hew router back in and you can do anything your end settings wise to get me on VPN? 

Many thanks. 

Kind regards,

Karolyn 

[Kazp_1]

Good Afternoon,

We've had a message to say the fault has been fixed yesterday, however the internet has failed once today already that we had to reset the box as nothing in the house would connect. We've installed the new router to see if that helps, but now I cannot get on to my work VPN using the new router (connects fine on the old router) so have put the old router back. Please can you look into this for me? 

Many thanks.

Kind regards,

Karolyn

[Debbie-TalkTalk]

Hi Karolyn

I will keep monitoring the fault ticket for any additional updates from Openreach.

Thanks again.

Debbie

[Kazp_1]

Okay, thanks Debbie.

Kind regards,

Karolyn

[Debbie-TalkTalk]

Hi Karolyn

Thanks for your reply.

This means that the fault is with the line engineers, non-appointed means an engineer visit to the property is not required. The engineers are investigating and completing cable work externally.

In regards to compensation, further information can be found here About your auto compensation credit - TalkTalk Help & Support

Thanks

[Kazp_1]

Hi Debbie.

Thank you for contacting Openreach to find out what's going on. I don't really understand what an 'external non-appointed task' is - it sounds like no one's been tasked with fixing it. 

This is a long time to have to wait for a fix/resolution. Do we get any compensation/refund for the length of time we have had poor connection for? 

Many thanks.

Kind regards,

Karolyn

[Debbie-TalkTalk]

Hi Karolyn

Sorry for the delay.

I have contacted Openreach this morning and they have advised that this is an external non-appointed task due to D-side cable breakdown and cable replacement is required. The completion date is now showing for 14-12-2022. I'm really sorry for the delays.

Thanks

Debbie

[Kazp_1]

Hi Chris,

We are still experiencing drop in internet connection today/this evening. The fault was meant to have been fixed by today.....

Many thanks.

Kind regards,

Karolyn

[Chris-TalkTalk]

Hi Karolyn,

I've checked again and there are no further updates, the Openreach fault ticket still shows target fix date of 7 Dec so hopefully it will be fixed tomorrow. Apologies again for any inconvenience

Chris