Poor service modem upgrade

[Martinjones]

I have tried many times to report poor speed, continual dropouts etc to no avail and either thwarted by a Bot, sent spam emails requesting my login etc to no avail. Decided to hang on in there until my contract runs out. Final straw bring informed that they will no longer support my modem as it’s out of date and want to charge me £80 for a new box. I’m going to search elsewhere 

[nambuso-TT]

Thanks:)

[nambuso-TT]

Please restart your router. To do this, either press the power button on the side or switch it off at the socket, then back on again.

The router isn't responding to our automation. Rebooting should resolve this and allow us to update the router.

Please confirm once you have done this.

[Martinjones]

Ok

[nambuso-TT]

I’m now going to try to remotely restart your router automatically.

This should only take around 1-2 minutes to complete.

If I’m unable to do this, I’ll advise you how you can restart it manually from your side.

[nambuso-TT]

A line test has not identified an issue outside your premises. As you've not made any changes before this issue started, the next step is to look at the router.

I'll guide you through the router checks - ensuring it's up to date and addressing any potential temporary issues that could have caused the connection drops.

If these steps don't resolve the issue then I'll look at other potential causes.

[Martinjones]

Nothing has been changed in house 

[nambuso-TT]

Have there been any recent changes in your home that could have impacted your service?

For example - new or replacement equipment, building work on the premises or damage to any wiring in or around the home?

[nambuso-TT]

I can see you've had connection drops on the line - this will have impacted the devices you use, regardless of whether you use WiFi or a cable to connect.

I need to complete some checks with you to identify and fix the cause - looking at your setup and equipment - as our testing shows no issue with equipment outside your home.

While you haven't reported a dropping connection issue it's possible this is causing the problem you've experienced - so I'll need to work on fixing this first. I can then check if it also solves the problem you've reported

[Martinjones]

No only switched to reset when I have problems but doesn’t improve its performance 

[nambuso-TT]

Alright, no worries. Do you regularly turn your broadband router off? For example, do you switch your router off at night?
 

[Martinjones]

No don’t use landline 

[nambuso-TT]

Okay thank you, Do you find that your internet cuts out whenever you make or receive phone calls from your landline?

[Martinjones]

Everywhere, even sat next to router 

[nambuso-TT]

Does the problem occur everywhere you try and use the WiFi, or just in certain parts of the house - for example upstairs, or outside the house? 

[Martinjones]

As stated I haven’t got any life threatening systems attached to my phone 

[nambuso-TT]

Openreach has a dedicated team to deal with vulnerable customers, and these are identified as Emergency Welfare Cases. An Emergency Welfare Case is where the customer has a life-threatening illness and applies to repair cases that have a total loss of service In-life or in a provisioned state that requires the urgent restoration of service.

Will you (and anyone who lives with you) be able to contact emergency services while your services remain impacted?

[Martinjones]

No

[nambuso-TT]

Thank you for confirming. Do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector.

[Martinjones]

Speed 

[nambuso-TT]

Okay thank you very much for letting us know.

Please confirm which issue you are experiencing the most between dropping connection or speed issue?