Ongoing broadband problems

[OCE_Chris]

Hi Gerisjt,

Thanks for the PM, I've replied requesting a bit more information

Chris

[OCE_Chris]

Hi Gerisjt,

Our network team have booked the engineer for Tuesday 4th AM (08:00-13:00), please let us know how you get on 

Thanks

Chris

[Gerisjt]

Hi

The engineer came this morning and ran his tests.

He said there are no issues with the line and the issue must be with TT. He called TT and they turned Call Safe off in case that was causing the problems but it has made no difference.

Where do we go from here?

[OCE_Debbie]

Hi Ged

I've contacted our Network Team in regards to this fault and I will post back on this thread as soon as I receive further information.

Thanks

Debbie

[OCE_Debbie]

Hi Ged

Our Network Team are experiencing issues connecting to your router so they have sent you a different router for testing.

You should receive this within the next 24-48hrs. Please let us know once this router is connected and our Network Team can look at this again.

Thanks

Debbie

[Gerisjt]

Hi Debbie

We've already had another TT router sent to us not so long ago to see if it would fix the issue, but it didn't make any difference sadly...

[OCE_Michelle]

Hi Gerisjt,

Thanks for the update. Please can you let us know once the replacement router is connected and we can ask our Network Team to take another look and advise what the next step will be.

Thanks

[Gerisjt]

Hi

New router plugged in but broadband is still abysmal:

|------------------------------------------------------------------------------------------|
|                                      WinMTR statistics                                   |
|                       Host          -   % Lost | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
|                             192.168.1.1 -    0 |  501 |  501 |    0 |    0 |    9 |    0 |
|                             78.147.16.1 -   70 |  122 |   37 |   30 | 2238 | 4991 | 4408 |
|                          78.151.238.185 -   71 |  121 |   36 |   45 | 2354 | 4876 | 2763 |
|                          78.151.238.188 -   71 |  120 |   35 |   28 | 2336 | 4958 |  931 |
|                             78.144.9.67 -   71 |  121 |   36 |   45 | 2403 | 4940 | 4408 |
|                          209.85.175.102 -   73 |  120 |   33 |   33 | 2268 | 4875 | 4408 |
|                         108.170.246.129 -   72 |  120 |   34 |   31 | 2196 | 4744 |   50 |
|                           209.85.241.93 -   72 |  120 |   34 |   74 | 2402 | 4891 | 4406 |
|                                 8.8.8.8 -   71 |  120 |   35 |   34 | 2317 | 4875 |   45 |
|________________________________________________|______|______|______|______|______|______|

   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider


C:\Users\a>tracert google.com

Tracing route to google.com [216.58.213.14]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  192.168.1.1
  2   282 ms     *      898 ms  host-78-147-16-1.as13285.net [78.147.16.1]
  3  3123 ms  1590 ms    44 ms  78.151.238.185
  4     *        *     1625 ms  host-78-151-238-188.as13285.net [78.151.238.188]
  5  1872 ms  2236 ms    35 ms  host-78-144-9-67.as13285.net [78.144.9.67]
  6     *        *        *     Request timed out.
  7     *        *        *     Request timed out.
  8     *        *        *     Request timed out.
  9     *        *        *     Request timed out.
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14  2147 ms    39 ms   111 ms  ber01s14-in-f14.1e100.net [216.58.213.14]

Trace complete.

[OCE_Debbie]

Hi Ged

Apologies for this.

I have advised our Network Team that this fault is still present with the replacement router and I will post back on this thread as soon as I receive further information.

Thanks

Debbie

[Gerisjt]

Hi

Any news?

[OCE_Debbie]

Hi Ged

Apologies for the delay.

Our Network Team have advised that the engineer was unable to detect any issues with the line/connection.

The connection appears to be stable and we have re-ran tests and they are all passing, no issues identified on the network. 

We have set your router to always on to see how the connection compares. If you do experience further issues then 

can you confirm if any lights go off/red, time/date etc. 

If issue persists after this it may be beneficial to send a TalkTalk engineer to check internal set up.

Thanks

Debbie
 

[Gerisjt]

Hi

I'm away this week.

Could you ask them to log in to the router and run some traceroutes from it, as I think the router has this option.

If they periodically tracert google.com they should be able to see if the issues still remain, which I suspect they probably do.

Thanks

[OCE_Chris]

Hi Gerisjt,

I'm not sure that we can do this but I'll try to find out

Chris

[Gerisjt]

Hi

It's still no better after all this time.

The manager did not phone me on Friday like I was told would happen regarding my official complaint.

Openreach said there's no issue with the line and it's 100% an issue with talktalk.

Talktalk have had more than enough time to resolve this issue since it was reported a number of months ago and have failed to do. I'm not prepared to wait any longer for this to be fixed meanwhile paying full price for broadband that I can't use.

Can you please arrange for me to leave my contract early penalty free as I have no choice but to switch to another provider.

Thanks

[OCE_Chris]

Hi Ged,

I'm sorry to hear you're still experiencing this issue, if you could run another traceroute we can pass this back to our network team for further investigation 

I'm sorry to hear you're thinking of leaving, if you'd like to discuss this please see cancel your TalkTalk service

Chris