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For queries about your TalkTalk broadband service.

Line fault however marked as fixed

zephyrX1
Team Player
Private Message TalkTalk
Message 13 of 13

So on the 24th i had a sudden drop in speed to which i did a line check, lo and behold there seems to be a fault with my line so a ticket was created and i was told an engineer would come round. Obviously i didnt expect anyone over christmas but on the 27th (yesterday) i got an update saying everything was fixed and the speeds are fine. Which they aren't as ive tested on a wired connection and i get 25mbps download and 17 mbps upload. My upload seems to be fine however the download is roughly half of what i used to usually get and not what my guaranteed speeds are at all. Ive tried on multiple devices and on every device it seems to max out at around 25-26mbps never above 26mbps on download speeds which is frustrating. I would like for my ticket to be reopened and for an engineer to please check the line or whatever the issue seems to be. 

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12 REPLIES 12

Message 1 of 13

Hi zephyrX1

 

The replacement router is on its way, please allow 24-48hrs for this to arrive.

 

Let us know how the connection compares with this router.

 

Thanks

 

Debbie

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Message 2 of 13

sounds good to me. at this point im out of options really. 

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Message 3 of 13

Hi zephyrX1

 

Thanks for your reply. Are you happy for me to send a replacement router?

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Message 4 of 13

i am using a sagemcom hub, it could be a router issue as the router has seem to had issues  in certain areas such as the led on it not working however i never thought much of it as i was pretty aware a led light has not much to do with the rest of the device. 

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Message 5 of 13

Hi zephyrX1

 

Are you using the Sagemcom hub or eero?

 

I think we should send a replacement router so we can rule this out.

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Message 6 of 13

So the speed issue is fixed and my speed doesnt seem to be "capped" however now it keeps going out after an hour. As in on every device it acts like there is no internet and tells me that theres no internet when i connected via ethernet and i have to fully reset the internet for it to start working again as waiting just keeps it not working. Starting to get frustrating as one problem is fixed and another problem arises. 

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Message 7 of 13

Hi zephyrX1

 

I'm so glad to hear this 🙂

 

I will check in again with you next week to make sure everything is still working ok.

 

Thanks again.

 

Debbie

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Message 8 of 13

i can confirm that this seems to have helped thank you so much! 

Message 9 of 13
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Message 10 of 13

i will give it a try now and ill let you know how it goes

 

Debbie-TalkTalk
Support Team
Staff
Private Message
Message 11 of 13

Hi zephyrX1

 

I'm really sorry to hear this.

 

Can I just check, did you try a 30 minute power down of the router?

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Divsec
Community Star
Private Message TalkTalk
Message 12 of 13

Hi @zephyrX1 your post has been escalated, have you tried powering down your router for 30 minutes then restarting? This often resets your profile and all goes back to normal

I don't work here and all my opinions are my own.