I've tried to speak to the support centre this morning with no luck, I'm having continual network drops from my incoming fiber connection over the last 48hrs.
Please see the attached images, I'm in York and have heard reports of others experiencing the same issues.
The support team over the phone won't help me because I'm not using the standard router, but as you can clearly see, the issue is with the incoming network connection from the street.
This has worked fine for 2+ Years without issue, with no changes on my end.. the issue has to be with the incoming WAN connection.
Please help.
Staff
Morning,
I'm sorry to hear this and please let us know how you get on today.
Thanks
Michelle
Unfortunately, I spoke too soon.
The issue, as expected continues.
@Michelle-TalkTalk I don't want to speak too soon, but it looks like the new router might actually have improved things, as you can see below.. it's the longest stretch of internet service I've had, since these issues began :
An engineer is still booked for tomorrow which is good as I'd like them to confirm everything has been restored (keeping everything crossed it remains the same)
Staff
Staff
@Michelle-TalkTalk Someone has called me and arranged another visit (the 3rd) for Monday… this time they’re going to test a new router (that I didn’t ask for..) I can only assume this is an automated mail / message but please can you confirm I’m not being charged £129 for a new router!
Staff
Hi,
Unfortunately not as all faults have to be raised by us. At this stage I don't know what was identified but my colleague should be able to explain everything when they call you shortly.
Thanks
Michelle
Staff
Hello,
I'm sorry to hear that but I understand. My colleague has just advised me that this was re-raised back to CityFibre yesterday and my colleague will be making contact between 12-2pm today.
Thanks
Michelle
@Michelle-TalkTalk I appreciate the message, but I really need this fixing. It feels like it’s going no where and it’s not really been looked into.
The router hasn’t been replaced, but let’s be honest, what are the chances both the talk talk router and my own equipment both have the same issue? Very, very unlikely given everything has been working fine for years up until the planned maintenance works.
As expected, overnight this has continued.
At what point should I seriously consider leaving and signing up to Virgin Media and or any of the other Fibre providers. I don't mind paying to exit, etc I just need a stable reliable internet connection to do my job. Is there a timeframe we can put on this, something like if it's not resolved by Monday the cancellation process should be started?
I can't see how it should take this long to resolve an issue that's clearly on the TalkTalk side of things. It just needs the right people to look at it and work with me on this end, please can you let me know what the plan is please.
Staff
Hi again,
I'm really sorry for the delay. I've chased my colleague again for an update and I should hopefully hear back shortly. Can I just check, have we ever replaced the router?
Michelle
Staff
Hello,
Apologies, my colleague is looking at this now.
Thanks
Michelle
Staff
Hi again,
Thanks for the update and I'm sorry to hear this. I've contacted the team now and have asked them what the next steps will be and I'll keep you updated.
Michelle
Staff
Morning,
Ah brilliant, thanks for the update and please let us know how you get on.
Thanks
Michelle
Morning @Michelle-TalkTalk yep, and someone has just arrived to hopefully fix this for good! I've got another call back scheduled for Thursday to check on resolution of the issue.
