Internet Down every night and daytime on and off...

[Jprego]

Hello.

I got this issue since move to talk talk it's just a nightmare since the very beginning of the contract is now 13 months...

Usually going on and off at night and some days ongoing. Started to get fed up with this, and when I complain it's always the same questions and at the end they do something on their side on the system and everything goes fine for the week, and after a while there we go again and again and again...

One thing I know This was not what both sides have agreed in terms of contract and I believe I am paying for a service which is not working properly...

[Philile-TT]

@Jprego please give us an update, did you contact the services centre? 

[KeithFrench]

That is not acceptable to put up with that. If you can't get anywhere with the Service Centre today, I will ask a contact I have to see if this can be rectified with her help, but that won't be until Monday.

[Jprego]

The reality it just works fine when they set and reset something on their side and I still need to go to the process with them every week. Thanks a lot Keith...

[KeithFrench]

Hi @Jprego 

The faceplate is your responsibility to replace; however, it should still work like this & clearly it doesn't. I have asked one of TalkTalk's support team to pick up your thread and investigate it for you.

They aim to respond within 48 hours (Monday - Friday), excluding Bank Holidays, but if more urgent, you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number (TalkTalk Phone or Account number box )and, if possible, an alternative contact number. This can be done by clicking on your Avatar picture and then clicking on "My Settings" followed by:-


Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

[Jprego]

 they left this like this since I moved to this place 8 years ago. It was working properly with the other internet companies and since we started with Talk Talk things started to go wrong and it's now more than 1 year I need to call or chat with them to solve the issue. There was a Talk Talk engineer here and everything was alright...

[KeithFrench]

The Master Socket 5C is the latest one. If you remove the front faceplate of the 5C (squeeze the retaining clips together):-

Remove faceplate

The test socket can be seen behind it:-

Test socket

What happens if you then connect the router to the test socket with a new or known good microfilter?

[Jprego]

My socket its a old one. When I move to this place 7 years back Openreach leave it didn't replace it. It's a Master socket 5C with just one entrance. It as 2 screws but on the back it's just wires...

The thing is the Internet is not strong enough to come in we measure it on FAST and most part of the day got highs of 16 and downs of 1 and 3 or 6...

When they change something on they're side this goes well for a few days and comes back again...We are on this since I have changed to Talk Talk, previously was everything alright...So Is Talk Talk 

[Gliwmaeden2]

@Jprego, check which mastersocket type you have:

https://help-centre.talktalk.co.uk/Broadband/Manage_my_network_and_devices/Your_guide_to_main_phone_...

If it's got a test socket, then support will want you to plug the router directly in there. This is to check whether there's still a fault without any complications from equipment or wiring in your house.

You should leave it in the test socket till support have had a chance to run checks.

[Jprego]

ADSL no fibre in my location but it is a good location town centre, if I walk 100 yards up I can see 360 of all town, but this small area doesn't have fibre. 

Last night couldn't see a movie properly and this morning it's more of the same...I was told to unscrew the openreach socket as if I was a engineer which I am not, and if I brake anything things change immediately and they're not responsible anymore...

I appreciate your help but I believe it is difficult. I just know sometimes they do something im the system and everything is alright for a few days.  Thanks 

[KeithFrench]

Is this ordinary ADSL or Fibre to the cabinet with copper wires to your property? I assume that the light is flashing orange, not red, they do look similar?

[Jprego]

Hi

My router is a Sagemcom-FAST5464...

I got 13 megabytes ...

When happens the light is blinking red right now...it's been a nightmare and since this afternoon is like 3 in 3 minutes, more or less, going down...

[KeithFrench]

What make/model of router do you have & what package are you on? When this happens, what does the light on the router show?

The information below is provided by TalkTalk. For confirmation, please contact @Lorrainef, the manager of the TalkTalk support staff on this forum.

KeithFrench is one of our valued Community Stars and can help with a range of issues related to wireless and networking. At times, he may ask you to send him test results via a Private Message to help analyse/diagnose an issue. Although Keith does not work for TalkTalk, he very kindly shares his time and knowledge to help others.

If you need further help or if we need to take any details such as personal information about your account, like phone numbers, account numbers, etc, one of the TalkTalk team will jump in and help out.

[Mandisa-TT]

I’m sorry to hear that your experience with our support team has not met your expectations and that the issue seems to be worse than before. I completely understand your frustration; to help diagnose the issue effectively, we will need to run some checks on your account.

[Gliwmaeden2]

@Jprego, it's best to just use one support channel, as staff on the forum tried to follow up with you a couple of hours ago.

They will finish for the day soon, so sadly won't be able to follow up before Monday. 

[Jprego]

Yes at home. Someone of technical support was already with me more than 1 hour and the issue is now worse than it was 1 hour ago. There is no changes whatsoever. I believe must take this outside talk talk because I am paying for a service which I suppose to be supplied 100% and I am not...

[Mandisa-TT]

Thank you for reaching out and sharing your experience. I genuinely apologize for the inconvenience you’ve been facing with your TalkTalk service. I understand how frustrating it must be to deal with ongoing issues, especially when they disrupt your daily routine.
 

To assist you better and diagnose the problem effectively, I will need to run a few checks on your account. This will help me identify any underlying issues and provide you with a more permanent solution. Are you at home to be able to proceed.