Internet Fault

[hatos13]

I dont know if anyone can help but I had an Opnereach Engineer on 27 June. He said the fault was under the pavement and they were going to have to dig it up. I heard nothing and I rang TalkTalk on the 3 July. An Openreach enegineer came out that day & marked the pavement. There is no sign of anybody coming along ro dig up the pavement. I understand I can't contact Openreach directly  so I dont know when the problem is going to be fixed.

The line has been really bad tonight when I was trying to watch catch up TV with the internet dropping out about every 10 minutes. What is the best thing to do so the problem gets fixed?

In desperation.

hatos13

[Michelle-TalkTalk]

Good morning,

I'm really glad to hear this and please let us know if you do need any further assistance 🙂

Thanks

[hatos13]

Thank you. I have now done that and the speed is fine now (It was over 60Mbps). So everything seems to be working perfectly now.

[Michelle-TalkTalk]

Good morning,

I'm glad to hear this and thanks for the update. I've re-checked the speed now and the sync speed is higher than the throughput speeds. Could you try powering down the router for a full 30 minutes and then retest the speeds again please as this will reset the current session and can often increase the throughput speeds.

Thanks

[hatos13]

Thamk you. It has now been up for the last 5 days so hopefully the problem has been fixed. The download speed from the router to my wired computer is quite slow (about 30 Mbps) so I may try changing the router (I purchased the TalkTalk Wifi Hub as a spare some time ago) to see if that makes any difference.

Many Many thanks to you & your colleaguse for all the help you have given me in getting this resolved.

[Michelle-TalkTalk]

Morning,

How have you found the connection since your last post?

Thanks

[Michelle-TalkTalk]

Hi,

Thank you. We'll also check back in with you towards the end of the week.

Thanks

[hatos13]

Thank you. I will keep an eye on the log for the next few days.

[Michelle-TalkTalk]

Hello,

Thanks for confirming. I've run a few tests on the line now which are both clear and the connection looks stable. Would it be possible to monitor this for a few more days to see how the stability compares?

Thanks

[hatos13]

Thanks for the email. I see from the log it dropped out overnight (only once). The TalkTalk online connection test says there is a fault. The Openreach engineer said there was a a fault in one of our telephone extension wires  but I have left that disconnected since last Wednesday & just plugged one phone into the phone master socket.

[Michelle-TalkTalk]

Morning,

Thanks for the update. Can I just confirm, how has the connection/stability been since your last post?

Thanks

[Gliwmaeden2]

Staff will follow up after the weekend, @hatos13.

[hatos13]

Many thanks for your help. Openreach came & dug up the road on Wednesday and I understood the problem is fixed. However, I noticed from the log this morning that the internet dropped out overnight. I ran a connection test & it said there might be an issue with the broadband. The Openreach engineer did come into the house and said the broadband tests said everything was OK. What is the best thing to do now?

[Karl-TalkTalk]

No Problem 🙂

Karl 

[hatos13]

Thank you for keeping me posted

[Karl-TalkTalk]

Hi

No updates as yet, Openreach are waiting on the gas company to give approval due to the fault being near gas pipe network.

Karl.

[Debbie-TalkTalk]

Hi hatos13

No problem. We will continue to monitor for additional updates.

Thanks

[hatos13]

Thank you very much for keeping me posted.

[Debbie-TalkTalk]

Good morning hatos13

I've spoken to Openreach again this morning and they have provided the below update.

The fault is on hold because a hazardous Pipeline to be requested So they are awaiting approval from gas pipe company to proceed further with safety review after 48 working hours.

Apologies again for the delays.

[Michelle-TalkTalk]

Good afternoon,

Apologies, we'll continue to monitor for updates and will post back as soon as we know more.

Thanks

[hatos13]

Thank you very much. It looks like we will have to wait & hope the internet keeps going.

I am grateful for your help.