No internet in hot weather

[Rose66#]

Hi 

Hope I can get some advice . During every spell of hot weather our internet goes off for the majority of the day 12pm -7pm . This has been happening for 2 years now ! 

we have had several engineers out , replaced router , checked connections- all fine . I’ve checked family safe locks (all off)!

i’m wondering if the box holding the cables into the house is getting the direct sun and heating ? Please can anyone offer any advice ? 

thank you 

[Rose66#]

Ok 

[ferguson]

TalkTalk cannot proceed with an engineer visit without your agreement to potential charges. If the fault is found to be with the Openreach network then you have nothing to fear. 

https://community.talktalk.co.uk/t5/Articles/Engineer-charges/ta-p/2207291

[Rose66#]

I don’t understand why I would need to pay . I will not be paying for any services as previously I have not paid . 

please can an engineer come to sort this issue out . 

many thanks 

[Chris-TalkTalk]

Thanks. Could you just confirm that you accept potential engineer charges and we'll book the engineer for you (we'll book Monday afternoon if it's available)

Chris

[Rose66#]

To say that currently there is no internet . 
please can you check the line . 

[Rose66#]

Preferably Monday please . 

will this be confirmed in an email ? 

many thanks 

[Chris-TalkTalk]

We can usually get next working day so both Monday and Tuesday should be available next week, are you available both days next week?

Chris

[Rose66#]

Thank you please can in be either a Monday or Tuesday pm please . Please can you advise of date and I will check. 

many thanks 

[Chris-TalkTalk]

Hi Rose,

The date that you can be available for the engineer visit (either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday)

Thanks

Chris

[Rose66#]

Which date ? 

[Debbie-TalkTalk]

Hi @Rose66# 

Please can you provide your availability for this visit AM and PM?

Can you also confirm potential Engineer charges

[Rose66#]

Yea please 

[Debbie-TalkTalk]

Hi @Rose66# 

We will need to arrange an Openreach engineer visit if the router has recently been swapped out.

Would you like me to arrange this visit for you?

[Rose66#]

Internet Back on 7.30pm . Please can you look at the problem . 
many thanks 

[Rose66#]

The router was replaced last year . However , this is a recurrent problem which only happens in hot weather.  They have tried a new router and the same problem still occurs . 

As you can imagine it’s incredibly frustrating . We have tried switching the router in and waited 20 mins as advised . 

Thank you for your help 

[Gliwmaeden2]

So the router was replaced within the past 4 weeks, when all this started, @Rose66# ?

If it were not so new, @Debbie-TalkTalk would probably hope to first try another one before sending out an engineer, in case the fault is with the equipment.

[Rose66#]

We only have 1 router so not sure what this means . 

we have had engineers out (you can see the log) so not sure what to do . We cannot go on like this . 

Please can you arrange for an engineer visit . 

[Rose66#]

No internet again this afternoon - 4.30pm 

please can you investigate 

[Debbie-TalkTalk]

Hi Rose66#

The line test is clear - no faults detected.

If you have tested with a different router at the test socket then the next step will be an Openreach engineer visit to the property.

Would you like me to arrange this visit?

[Rose66#]

Turned the router off at 7pm and internet now back on . 
pls can you check this pattern . It’s a new router .

many thanks