MY DEVICES in MY CONNECTION

[Soloman13]

Hi there! Can anyone tell me why the devices listed in MY DEVICES  are duplicated over and over.

According to the list I have 20 devices connected to my new sagecom router all working correctly.!!!!!

In fact I only have 11 devices, 2 of which are not on the list.

The other devices are duplicated over and over.

One device appears 4 times and others 2 times. No way for me to amend it and TalkTalk no help.

Any ideas?????

[Michelle-TalkTalk]

Morning,

How has your connection been over the weekend? Has our Faults Escalation Team been in contact?

Michelle

[Soloman13]

Hi Michelle,

For your information, MY CONNECTION tells me that 'our diagnostic tool has picked up on a potential issue but to help us  understand whats going on you'll need to run a more in depth line test'

I have done this several times but no conclusion reached

My Echo is still listed as consuming my upload speed despite being unplugged for more than 24 hours!!

I have removed all WiFi devices except for the Booster, The Extender and both Iphones. The PC is still hard wired to router.

We will see if anything changes over the next couple of days.

Soloman13

[Soloman13]

Please remember that it is MY CONNECTION that is raising these faults and opening cases.

Soloman13

[Soloman13]

Thanks Michelle.

I have a current line speed of 11mbps which should be more than enough to cope with the type of devices I have and their limited use?

Soloman13

[Michelle-TalkTalk]

Hi,

I've escalated this over to our Faults Escalation Team now and have asked them to take a look. We'll post back here as soon as we receive an update. It's possible that the team may also try and contact you directly.

Thanks

Michelle

[Soloman13]

Please read previous posts .It does not help asking the same questions over and over.

Once again,  Fibre To The Premises is not available!!!!!!! Openreach Engineer confirmed last week!!!!!

There is 1/2 mile of copper wire from the cab to my premises which is why FTTP is not available and why line speed drops so much by the time it reaches me.

Soloman13

[Debbie-TalkTalk]

Hi Soloman13

I would suggest faster speeds to support more devices. Is FTTP available in your area?

It would be worth speaking our Loyalty Team to see what services/packages they can offer you.

[Soloman13]

My wired PC is on all the time

The Echo And Echo Show are on all the time

The Iphones are on all the time

My TV box is off most of the time as I cannot stream any programmes over the internet

My Sonos Beam is off most of the time and only connects for updates.

Are you saying my connection cannot handle even these few devices ? with the help of booster/Extender/Powerline units?

Why is MY CONNECTION keep throwing up faults?

I don't have a usable broadband connection which is why I rely on my wired pc so much. But even this can have issues as  this post can attest to.

Can anything be done to improve matters?????

Soloman13

[Debbie-TalkTalk]

Hi Soloman13

I'm guessing this is linked to how many devices there are and which ones are connected and using the connection (based on your current sync speed) at the time you experience the issue.

The connection appears to be stable with no drops in connection.

[Soloman13]

Good morning, I have left the Echo disconnected, Nothing has changed as far as I can see.

Has the congestion eased.?

Has their been any further reconnections since the Engineers visit?

Still getting a fault page in MY CONNECTION.

Of my 11 devices :-4 are devices to improve wifi signal in the home

                                   1 is hard wired into the router

                                   1 is currently turned off

                                   2 struggle at times to connect to wifi

                                   3 regularly are reported as consuming my upload speed

FTTP is not available. We have at least 1/2mile copper cable between where the cab is and my premises.

Soloman13

[Michelle-TalkTalk]

Morning,

Thank you for the update. Have you noticed any change so far? Is FTTP currently available for you?

Thanks

Michelle

[Soloman13]

No problem I will unplug the Echo for now.

My devices are:-

Desktop PC

Sagecom Booster

Talktalk Extender Kit

Iphone 14

Iphone 7

Amazon Echo

Amazon Echo Show

Sonos Beam

TV Box

TV Powerline B1

TV PowerlineB2

That is 11 devices but these are often duplicated reaching 24 at one point See previous posts

Only the Extender is duplicated at present

Soloman 13

[Michelle-TalkTalk]

Hi,

I've also checked your wireless connection stats and it also shows upstream congestion. Would it be possible to test with the Amazon Echo removed for a short period just to see if there is any improvement so we can confirm if it's definitely related to this one device? How many wireless devices do you currently have connected please?

Michelle

[Soloman13]

The line tests are ALWAYS clear.

They were when The Openreach engineer visited and yet there was a resistance fault in the Cab which your tests did not pick up.

The Engineer did also refer to another potential fault on a pole see previous post.

WiFi is poor at the best of times despite having a talktalk Sagecom booster and an extender kit.

Currently My Devices tells me that my Amazon Echo is consuming my upload speed and my Iphone 14 struggles to connect to WiFi.

Soloman13

[Michelle-TalkTalk]

Hi,

I'm not sure what issue it detected as the line tests are clear. I can see that fault ticket that has been auto logged and it has requested further diagnostics to be completed. Are you experiencing any issues with the wireless specifically?

Thanks

Michelle

[Soloman13]

Hi Michelle, I clicked on My Connection which did a usual check  on the line,previous fault status etc .

I was informed that there was a problem with the line and requested a comprehensive line test which could affect my broadband for 10 minutes.

This test resulted in a case being opened ref. no. REP-14288558

Today My Connection puts up a track my fault page- some more checks are needed.

'We've been unable to identify a clear fault with your service' However we can see that you may be experiencing problems with WI-Fi throughout your home.

Please note that Openreach was here last week and all has been fine since, until now

Soloman13

[Michelle-TalkTalk]

Good afternoon,

I'm sorry to hear this. I've run a test on the line now which is clear. Can I just confirm, what can you currently see in your My Connection?

Thanks

Michelle

[Soloman13]

Hi there, here we go again.!

My Connection is throwing up further problems with my internet connection.

Should I post a new problem or will it be a continuation of this one.

They will need to be linked together so you can see the case history.

Soloman13

[Michelle-TalkTalk]

Hi Soloman,

Thank you for the update and I'm glad to hear that the fault has been resolved. Apologies that this wasn't resolved in the first instance. If you do need any further support then we are always here and happy to help.

Thanks

Michelle

[Soloman13]

Hi Debbie, Thanks for that.

A big thank you to Chris for taking the steps to go one step further to fix this problem.....Hopefully!!!!

My last word on this matter is a plea to review the training of agents at call centres.

My issue has been going on for over A YEAR! Everyone hangs their hat on a line test which in my case was always clear yet dropouts/reconnections were happening all the time.(4 routers!!!!!)

Due to my persistance an Openreach Engineer found a fault at the exchange on 8/4/24 but the problem persisted.

on 1/5/24 an Openreach Engineer found a fault in a cabinet despite the fact the line is clear.

For 12 months we have been struggling with a poor service in every regard from Talktalk until this occasion. 

Sometimes my only way I could connect to the internet was by my Mobile Data.

Please review the way these faults are investigated.

I will never phone the Talktalk helpline again and will use this method of communication in future.

Soloman13