Ongoing connection problem

[hawkeye4]

Over the bank holiday weekend the connection dropped and reconnected cyclically every minute.
There is now a permanent connection. I can use email and connect to websites, though speed is slow, but am unable to watch any streaming services because of lack of bandwidth.
The connection and speed tests fail.

[Debbie-TalkTalk]

Hi Richard @hawkeye4 

That's great news, thanks for letting us know 🙂

Debbie

[hawkeye4]

Hello

The performance of my broadband connection has been okay for over a week now so it seems the problem, whatever it was, has been cured. Thanks to members of the support team Michelle, Debbie, Chris and community stars Gliwmaeden2, Keith for your help.

Richard

[Debbie-TalkTalk]

Hi Richard @hawkeye4 

That's great, thanks for letting me know.

Debbie

[hawkeye4]

Hi Gliwmaeden2

Thanks once again for your advice. I couldn't cancel the engineer's visit online but the link you sent me gave a TalkTalk phone number to call to cancel, which I have done.

Richard

[hawkeye4]

Hi Debbie

On Gliwmaeden2's advice I have already called the TalkTalk helpline to cancel the Openreach engineer visit tomorrow. You should receive confirmation from them.

Thanks for checking with me.

Richard

[Debbie-TalkTalk]

Hi @hawkeye4 

Just to confirm, everything is still working ok and you want me to go ahead and cancel the engineer visit?

[Gliwmaeden2]

@hawkeye4, there's no guarantee that staff will actually pick up this thread before noon on Monday. 

Whether it's a Talktalk or Openreach appointment, you are responsible for cancelling the appointment by noon the day before. 

I wouldn't risk leaving it to forum staff at this late stage.

https://community.talktalk.co.uk/t5/Articles/Your-TalkTalk-engineer-appointment/ta-p/2205431

[hawkeye4]

Hi Chris

Over the weekend my broadband speed spontaneously improved with speeds regularly between 15 and 18 Mbps.
I have been able to watch my usual Freeview channels without the previous interruptions.
I therefore think it would be worthwhile to postpone the engineer's visit on Tuesday to see if this improvement is sustained.
Could you please arrange that. I will keep you informed.

Thanks
Richard

[Chris-TalkTalk]

Hi Richard,

I've booked the first available AM appointment -  September 17 2024, AM - please let us know how you get on

Chris

[hawkeye4]

Hi Chris

Yes, I confrim that I will accept any potential engineer's charges.

Richard

[Chris-TalkTalk]

Hi Richard,

Could you just confirm that you accept potential engineer charges and I'll book the first AM appointment available
 

Thanks
Chris

[hawkeye4]

Hi Chris

Please arrange visit of Openreach engineer. AM preferred. Mobile: [noted and removed].

Thanks

Richard

[Chris-TalkTalk]

Hi Richard,

If you'd like us to to book the engineer visit can you confirm:

• That you accept potential Engineers charges
• Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.
• Confirm your mobile number

(It will be an Openreach engineer so they won't be able to collect the test router I'm afraid)

Thanks
Chris

[hawkeye4]

Hi Chris

Yes, an engineer visit would be welcome. I work from home most days except Tuesday.

Would the engineer be able to collect the test router?

Richard

[Chris-TalkTalk]

Hi Richard,

To investigate further we'll need to arrange an engineer visit. If you'd like us to do this please let us know and we'll confirm some details with you

Chris

[hawkeye4]

Hi Michelle

Yes, even with wired connection performance is erratic. Tried broadband speed test 3 times and each time gave message that there was a problem. Streaming service failed on first atempt. On second try repeatedly streamed for 30 seconds then stopped while it loaded.

Have gone back to using original router as new one did not seem to make any difference.

Richard

[Michelle-TalkTalk]

Hi Richard,

Thanks for the update. Can I just ask, does this also happen if you connect the laptop wired too?

Michelle

[hawkeye4]

Hi Gliwmaeden2

Thanks for the info

Richard

[hawkeye4]

Hi Michelle

Update

Last night performance spontaneously improved and was stable. I could stream from all main channels and run speed tests with results 8/9 Mbps.

However, this morning performance was erratic, sometimes able to connect and not at other times, including streaming services which showed error messages, logging onto my bank account which failed (suggesting server problem). At other times these were okay. Loading the TalkTalk site took 2 ½ minutes and the speed test ran okay the first time (8Mbps) but failed the second time.

If the problem was with my laptop, I would expect it to be continuous, so would you agree the erratic performance eliminates that?

Richard

[Gliwmaeden2]

@hawkeye4, Yodel doesn't pick it up. Royal Mail does have a collection service.

You'll need to be sent a prepaid returns bag by staff.

Information re options:

https://community.talktalk.co.uk/t5/Articles/Returning-your-TalkTalk-equipment/ta-p/2348381