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Broadband help

For queries about your TalkTalk broadband service.

Router connection keeps going off.

Joe902
Chat Champion
Private Message TalkTalk
Message 51 of 51

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??? 

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50 REPLIES 50

Message 41 of 51

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

 

Thanks

 

Michelle

 

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Message 42 of 51

Ok . Joe.

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Message 43 of 51

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

 

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Message 44 of 51

Hi Joe,

 

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

 

Michelle

 

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Message 45 of 51

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

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Message 46 of 51

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

 

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Message 47 of 51

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

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Message 48 of 51

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

 

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Message 49 of 51

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.

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Michelle-TalkTalk
Support Team
Staff
Private Message
Message 50 of 51

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

 

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