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]

Hi Chris,

I will be able to do this later today and will message when it's on the test socket.

Thanks for your help. 

Kind regards,

Karolyn

[Chris-TalkTalk]

Hi Karolyn,

Could you try connecting the router to the test socket, it's under the master socket faceplate. You'll need a micro-filter to connect the router to the test socket

Chris

[Kazp_1]

Hi Michelle,

It looks like an FTTC socket.

 

Many thanks.

Karolyn

[Kazp_1]

 

 

[Michelle-TalkTalk]

Hi,

Which socket do you have please? Does it have a test socket?

Thanks

[Kazp_1]

Yes it's connected to the main socket - I haven't unscrewed the faceplate though if that's what you mean?

Thanks Michelle.

Karolyn

[Michelle-TalkTalk]

Hi,

Can I just confirm, do you mean that the router is connected to the test socket?

Your guide to main phone sockets - TalkTalk Help & Support

Thanks

[Kazp_1]

Hi Michelle,

Yes the router is connected and it is the new router we received recently. 

Many thanks. 

Kind regards,

Karolyn 

[Michelle-TalkTalk]

Morning,

I'm sorry to hear that. I've re-run the line test now which is clear, however I can see a few re-connections on the line. Can I just confirm, is the router currently connected to the test socket and have you recently tested with a different router?

Thanks

[Kazp_1]

Hi Chris,

Yes having monitored for a few days the issue is the same. Not having to reset the router as much, but still at least twice a day. 

Many thanks. 

Kind regards,

Karolyn

[Chris-TalkTalk]

Hi Karolyn,

Just to confirm, is it behaving exactly the same way as it was before the 22nd Dec?

Chris

[Kazp_1]

Hi Debbie,

Still having issues with the connection and having to reset the box to restore it. 

Many thanks.

Kind regards,

Karolyn 

[Kazp_1]

Thanks Debbie, feeling quite poorly but hopefully improve soon. 

Sorry to hear you Mum and sister have it too, hope they recover quickly. 

Thanks for all your help.

Karolyn 

[Debbie-TalkTalk]

Hi Karolyn

Ahh no, hope you are not feeling too poorly 😞  My mum and sister have covid too 😞

I did thank you 🙂 Hope you had a good Christmas and start feeling better for New Year 🙂

If you do experience any issues with the connection then please let me know.

Thanks

Debbie

[Kazp_1]

Hi Debbie,

We've not been here some of the time so not been able to test it fully. Currently got covid so not using it much again now, but does seem okay on mobiles/TV. Will have to check it properly in New Year when we're back working on laptops. 

Hope you had a good Christmas and Happy New Year. 

Many thanks. 

Kind regards,

Karolyn

[Debbie-TalkTalk]

Hi Karolyn

How has the connection been over the last week?

Thanks

Debbie

[Karl-TalkTalk]

Hi Karolyn

Openreach have completed a repair, can you see how the internet behaves over the next 48hrs.

Karl.

[Debbie-TalkTalk]

Hi Karolyn

No problem and I'm sorry that this fault is still ongoing. Hopefully Openreach can fully resolve this fault by today/tomorrow.

Thanks

Debbie

[Kazp_1]

Okay, thanks Debbie. 

Kind regards,

Karolyn

[Debbie-TalkTalk]

Hi Karolyn

The fault is still open with Openreach.

Openreach have advised that the earliest possible completion date is 21-12-2022. They have asked us to check back on 22/12/22 for further updates.

Thanks

Debbie