Internet dropping

[Darkhorsewales]

I've had  issues with my zyexel router and was sent a replacement but still dropping and red light on internet. Tried everything except engineer visit and spent about 3 hours on phone with agents.

[Debbie-TalkTalk]

Hi Darkhorsewales

Apologies for this.

Have you managed to contact the team since your last post?

[Darkhorsewales]

Tried that number and says due to a technical fault they are unable to answer my call 

[Debbie-TalkTalk]

Hi @Darkhorsewales 

Ok thanks for confirming.

As you have migrated over from Shell then we have a dedicated Shell migration team and they will be able to book the engineer for you.

You can contact the team on 0345 1720088

[Darkhorsewales]

No idea it was like that when I bought the property in 2012 and been fine until I got switched to talk talk from shell. Fine if you want to arrange an engineer visit either today or tomorrow or Sunday if possible.

[Debbie-TalkTalk]

Hi @Darkhorsewales 

Thank you. Did Openreach fit that socket? That doesn't look like a usual Openreach supplied socket?

I think we will need to arrange an engineer visit.

[Darkhorsewales]

 

[Debbie-TalkTalk]

Hi @Darkhorsewales 

Would it be possible to post a photo of this socket on this thread?

[Darkhorsewales]

It's just a metal plated telephone socket and I connect the microfiilter  to it been fine for the past decade and more

[Debbie-TalkTalk]

Hi @Darkhorsewales 

Thank you. I've ran another line test and this is still clear - No faults detected.

Is your faceplate pre filtered?

[Darkhorsewales]

Done

[Debbie-TalkTalk]

Hi @Darkhorsewales 

Thanks for your reply.

Could you connect the router and filter to the test socket (faceplate still removed) so I can run another line test?

I'm just trying to rule out what equipment is causing this result on the line tests.

[Darkhorsewales]

Faceplate, filer and router i do not use a landlines phone

[Debbie-TalkTalk]

HI @Darkhorsewales 

Thank you 🙂

I've completed the line test again and this is now clear - No faults detected.

What do you usually have connected to this socket? Faceplate, phone, filter and router?

[Darkhorsewales]

Everything now removed

[Debbie-TalkTalk]

Hi @Darkhorsewales 

Yes please. I will run the line test at 10am (with everything removed from the line)

[Darkhorsewales]

Would 10 am be ok?

[Debbie-TalkTalk]

Hi @Darkhorsewales 

Are you home this morning so I can run the line test?

[Darkhorsewales]

I am at the property now if you wish to try the line 

[Debbie-TalkTalk]

Hi @Darkhorsewales 

Apologies, we wouldn't be able to book this for today. Also just to advise AM appointments are between 8am and 1pm and PM appointments are between 1pm and 6pm. Someone would need to be at the property for the full AM or PM timeslot.

When would you next be available?

[Darkhorsewales]

Would today be possible? Between 12-2pm or after 3pm? I confirm the charges should they arise.