No internet service

[Berora]

Hello,

I am on a 'Faster Fibre 65' package. My internet connection has been playing up for a few weeks now, but it used to come back when I reset the router; this time when it's down, it's gone for hours on end.

Yesterday, the internet was down from about 8pm for about 7 hours but it came back this morning. This evening, the internet dropped again at about 8:30pm and has only come back now (after 3am), so nearly 7 hours of no service again... I hope this is not a new pattern as I work late evenings and nights, so can't do anything if TT is going to cut my service like this. Tomorrow is Monday and I need to be able to work and the only way I can get online without wifi is using my Tesco mobile as a hot spot!

I went to the TT Service Centre and run the line test; the result was that there was a problem with my connection at home, apparently. I followed all the trouble shooting steps and the internet was still dead. Despite that, the dashboard said that all our devices were connected to the internet and working as expected - how is that possible when we were all off line because the wifi was not working? Is there any network maintenance taking place in the evenings, resulting in the loss of service? It just seems odd that two nights in a row  the internet disappears about the same time in the evening and then comes back around 3am.

Even more oddly, when I checked TT shop website to see what type of connection was available in my area, it said: 

"Sorry, our line check shows you aren't able to get any TalkTalk packages

We can't currently bring any broadband plans to your area but we're expanding our UK network all the time so please check back again soon."

I've got an email earlier this month asking me to sign up for a new contract, but at this rate my new contract will be with a new provider...

Could someone please shed some light on what is going on with TT and when the service is going to be restored to normal again?

Many thanks in advance and kind regards.

[Karl-TalkTalk]

Hi Berora

I've resent a private message to you.

Thanks  

Karl. 

[Debbie-TalkTalk]

Hi Berora

I've checked and the line test is detecting a fault towards the property and Openreach are requesting that we arrange an engineer visit.

I'm just sending you a Private Message to confirm some details so we can arrange this visit.

Thanks

Debbie

[Berora]

Hello Debbie, 

It's getting confusing. Three days ago or so I got a message that an Openreach engineer had to come and that I needed to book an appointment. None of the links to book that seemed to do anything, but somehow I managed to find an update on the system saying that my appointment request was sent, but BT Openreach did not respond.

This morning, I checked the update on the TalkTalk system again and it said my line was fixed - no mention of any forthcoming engineer visits. Meanwhile, the speed checker on TalkTalk portal keeps returning an error, so I've just run a connection test clicking on the link in the Service Centre - this now says there is a potential issue and asks me to get in touch: 

"We have identified an issue with your connection and we need to work with you to fix the problem. Please click on the link below and we'll put you through to somebody who can help."

Unfortunately, when I click on the blue button with the 'contact our team' link immediately below that message, nothing happens, so what do I do now, please?

It would be sensible for an Openreach engineer to come and have a look, I think, but I can't find anywhere an option to book an appointment, and my previous request does not seem to have got through to anyone who could arrange it...

Kind regards

'Contact our team' button doesn't work

[Berora]

Hi Debbie,

The connection seems more stable, i.e. WiFi hasn't cut out last couple of days, but it's slower than it used to be before the recent problems.

The TalkTalk Service centre dashboard displays a warning and says the speed is between 25-48Mbps, but I can't run the live speed check via TalkTalk, as it returns a 'technical error' message. I've just run three speed tests using other sites (Ookla, Broadbandspeedchecker and Broadbandspeedtest) and they all returned a similar download result of under 33Mbps, with uploads varying between ca. 5-9Mbps. I do realise my guaranteed download speed is 25Mbps, but with the 'Faster Fibre 65' we're on, it used to run at around 40Mbps.

Please see the attached photos; apologies, they are a bit grainy as I took photos of my computer screen with my phone. 

Thank you and kind regards

Three speed testsTalkTalk dashboard

[Debbie-TalkTalk]

Hi Berora

Is the connection working ok now?

Thanks

Debbie

[Berora]

Hello Karl,

Just to confirm the router has arrived, thank you.

Kind regards

[Berora]

Hello @Karl-TalkTalk,

A quick question, please (apologies if this one should be for @Michelle-TalkTalk). I've run a few connection and speed tests and got a message back that there is a fault and I need to book an Openreach engineer to come and fix it. When I click on the 'book the appointment' link (see the screenshot), it just takes me back to the Service Centre home page and I can't find anywhere an option to book an engineer's visit - please could you point me in the right direction? (I know it could be SpecSavers... 😎)

Regarding the router that's been ordered, would you know how long it may be before it arrives? I can't track it from my account - under 'pending orders' it says 'You don't have any open orders to track right now'.  I think my existing router does have a loose connection somewhere, as each time I move it, however carefully, it starts flashing orange.

NB. I attach a file with screenshots showing what TalkTalk thinks about my connection speed; depending on where I look, it's either 46, 28 or 20 Mbps on the same day... the Service Centre homepage always shows 'Measured speed today 46Mbps', regardless of the live speed tests and speed history graph indicating something else.

Back to my main question - please could you help me with booking an engineer's visit? I can't find a way of doing that anywhere...

Thank you in advance and kind regards

Booking links don't work

Speed test

[Karl-TalkTalk]

No Problem 🙂

Karl 

[Berora]

Hi Karl,

Thank you for letting me know, I'll look out for it. 

Kind regards

[Karl-TalkTalk]

Hi

A wifi hub and returns bag have been ordered for you.

Karl.

[Berora]

Hello Michelle,

Yes,  please.  Would that be the same router as my current one,  i. e.  the WiFi  Hub,  please?

Kind regards 

[Michelle-TalkTalk]

Morning,

Thanks for the update. The stability looks like it has started to improve but the speeds are varying. Would you like us to send a replacement router for testing purposes to rule this out? We would also send a router returns bag so that one of the routers can be returned.

Thanks

[Berora]

Hello Michelle,

My WiFi was largely working ok, if a bit slow, on Tuesday afternoon and evening, but today early morning (between ca. 4am - 4:30am) it kept resetting itself multiple times. Can you see evidence from your end of any connection instability around that time? If not, is it possible the router may have developed a fault? I had to move it a few inches and the moment I touched it, it started flashing orange - is it meant to do that? I lifted it by the top and definitely did not touch the power button.

Kind regards 

[Berora]

Hello Michelle,

Yes, I can keep it all plugged into the test socket for now.

The wifi is better than it was over the weekend, but slower than usual and it cuts out every now and then. Thankfully, it usually comes back to life after a few minutes of flashing orange, rather than hours. It happened a few times last night and today as well. 

I hope this can be fixed soon, as my son is looking for a job and all pre-screening interviews are online video calls; it doesn't look too good when the call drops mid-sentence... I keep fingers crossed our wifi works without interruptions for his interview later this afternoon!

Re. my phone line - I guess there must have been some sort of an issue with it, as initially there were only some crackling noises on the phone, the dial tone came back a bit later.

I'll drop you an update at the end of the day to say how wifi has been.

Thank you for helping and kind regards

[Michelle-TalkTalk]

Morning,

I'm sorry for the delay. Thanks for confirming that there is a dial tone at the test socket. Would it be possible to keep the microfilter, router and phone at the test socket for 48hrs so we can see how the connection/stability compares in this set up please?

Thanks

[Berora]

Hi Michelle,

A quick update - my landline phone plugged into the test socket via the microfilter box is now working - I made a test phone call and it was fine; the wifi is also still working at the moment. I will let you know if anything changes.

Kind regards

[Berora]

main socketfront plate off and disconnected cables

Hi Michelle, 

I hope the pictures will  come through this time. The disconnected cables are between the main socket the front plate I took off, they slipped out of the blue connector thingy with numbers and letters next to it - see the second photo. I can physically slot the cables back in, just don't know which goes where, as there are two loose cables and three free slots!

Kind regards 

[Berora]

Hi Michelle,

I've connected both the router and the phone to the test socket using the microfilter. On the voice line, I can hear distant crackling noises, but not the normal dialling tone, so the landline phone connection is not working. On the positive side, the router has come back to life (solid white light) and as I type it, I am connected to my wifi; I don't know how long it will work this time!

I'm trying to attach pictures of my socket before I dismantled it and after, with the microfilter plugged into the test socket, but it's not letting me send the photos I've uploaded; will try in a separate message.

Please kindly advise next steps.

Kind regards.

[Michelle-TalkTalk]

Hi,

I'm sorry to hear that. Do you mean for the extension sockets?

Thanks

[Berora]

Hello Michelle, 

There is a complication. My main phone socket has a built in connection point for the ADSL line. I've managed to get to the test socket, but in the process of me taking off the front plate, it looks like a couple of tiny wires got disconnected and I've now lost the telephone line altogether... I can put the wires back in, but can't tell which wire should  go into which slot. What do I do now, please?