Router connection keeps going off.

[Joe902]

It is 10 months now that the router connection keeps going off, 6 times today 19/09 /2024. We have had a B.T. engineer who could not fix it. Why should we pay for a very poor service??? 

[Joe902]

Hi Michele, only slight interference on the phone line. 11-18 am, just got the router connected only now. Joe.

[Michelle-TalkTalk]

Morning Joe,

I'm really sorry to hear this. I've re-run the line test now which is detecting a potential voice fault (loop fault). Are you experiencing no dial tone or any noise on the line? Is your router still connected to the test socket at the moment please?

Thanks

Michelle

[Joe902]

Hi Michele, router went off last Tues & Wed once, Thurs twice, Sat & Sun both 7 times! I cannot book an engineer because it`s an ongoing problem. Could you verify this? Joe.

[Michelle-TalkTalk]

Hi Joe,

Ok thanks for confirming and please let us know if anything does change.

Thanks

Michelle

[Joe902]

Hi Michele, connection has been ok this last 2 days but was ok for 10 days after Reece the engineer came 2 months ago. Watch this space.

[Michelle-TalkTalk]

Morning Joe,

Openreach have now resolved the fault. How is your connection today please?

Thanks

Michelle

[Michelle-TalkTalk]

It can take between 48-72hrs for us to receive an update from Openreach but hopefully we'll know more by Monday.

Thanks

Michelle

[Joe902]

Ok . Joe.

[Michelle-TalkTalk]

Hi again Joe,

Ok, the line test is now complete and no longer shows a loop fault, however the broadband line test is detecting a potential external line/joint fault so I've raised this straight over to Openreach now to complete an external line investigation and we will re-check the fault ticket for an update on Monday for you.

Thanks

Michelle

[Michelle-TalkTalk]

Hi Joe,

Ok thank you. I'll re-run the line test again now and will post back shortly.

Michelle

[Joe902]

Hi again, i have plugged in the micro filter and plugged in the router only, telephones disconnected. Joe.

[Michelle-TalkTalk]

Hi Joe,

If you have a separate microfilter then you should be able to connect both the phone and router via the test socket. If you don't have a microfilter then please let us know and we can get one sent out for you.

Thanks

Michelle

[Joe902]

Hi, the test socket is for a phone only as mentioned ages ago. I have an old filter socket that takes both.

[Michelle-TalkTalk]

Morning Joe,

The 5C Openreach socket should have a test socket below the faceplate. There should be clips on the side of the faceplate that you can squeeze slightly to carefully lift the front away (there may be wires attached to the back of the faceplate)

Thanks

Michelle

[Joe902]

Hi Michele, the master socket does not have a router test socket, its a 5C model open reach mk4. Joe. Also the phone line still crackling as well.

[Michelle-TalkTalk]

Hi Joe,

I'm sorry to hear this. I've run a test on your line now which has detected a potential loop fault towards the property. Does your main socket have a test socket please? If it does then please can you connect the router directly at the test socket and we can re-run the line test again in this set up.

Thanks

Michelle