Shell broadband hub disconnect randomly

[sunnyyeung1991]

Hi all,

I have migrated from shell and after that, the hub keep disconnecting.

I go though the "online chat" 7 times, but all the agents get no faults on their side.

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19/8/2024 9:30 am
sibusisiwe

20/8/2024 10:28 am
Zuqaqambe

20/8/2024 11:34 am (check automation test)
Lusanda

23/8/2024 10:10 am
phetheni

23/8/2024 17:55 pm (no agent in chat)

24/8/2024 08:50 am
Nokuthula
disconnected on 9:59am in chat

disconnected on 11:03am in chat because of agent checks (expected)

26/8/2024 18:46 pm (no agent in chat)

26/8/2024 19:19 pm
Nokuthula
disconnected on 20:27pm in chat because of agent checks (expected)
asked me to turn off router for 20 minutes after chat ends

27/8/2024 10:14 am 10:25, 10:29, three times in a row
sibusisiwe

called on phone to other agent after that, the hub disconnected in the middle of the checks, but checks still not faulty

==========

They keep telling me the detected device is a "sagemcom f5359 router" but clearly it is not.

hub_back

I have login to the hub to checks the logs, "ADSL connectivity is down" but the date are invalid.

logs

I ask them to change the hub for a new router from TalkTalk because I think the migration is not compatible with this device. They keep saying they need the system checks to prompt "change of device is needed" to be able to change the device for me.

But I think the checks is already invalid as the device has not been correctly recognized on their ends and they cannot detect the fault even if the disconnection is literally happening in the checks/chats.

This is the socket I am using, it is newly installed on April/May 2024

socket

Please anyone could help is highly appreciated.

[Michelle-TalkTalk]

Morning,

Thank you for the update.

Thanks

Michelle

[sunnyyeung1991]

Thanks for the reply again. I have called them again on today 9:51 am

They have confirmed that they also located a disconnection on their system.

Since a "chargeable engineer visit" or "chargeable device change" is not acceptable by me because it was not my fault,

they will escalate this to a "complain case", but the complain team were not there so it becomes an "offline complain". 

The agent said someone will call be back. I hope they can fix the issue this time.

[Michelle-TalkTalk]

Hello,

Thanks for the update and I'm sorry to hear this. Unfortunately we can't look into this on the Community. Please can you try contacting the team again as they are the best team to investigate this for you.

Thanks

Michelle

[sunnyyeung1991]

A week has passed, but still no one call me. And the issue is still not resolved. But I think they have done something as I can see the time in the log now.

disconnection happens again on 9/4/2024 23:55

log2

anyone could help is highly appreciated

Thank you

[Michelle-TalkTalk]

Ok thanks for confirming and please let us know how you get on.

Thanks

Michelle

[sunnyyeung1991]

yes i contacted the team today on 10:46 am

[Michelle-TalkTalk]

Thanks for confirming. When did you contact the team, was this today?

Michelle

[sunnyyeung1991]

hi Michelle,

Thanks for the reply. I have contacted TalkTalk through the phone number. They will escalate to see if any solution could work and will call me back. I am still waiting their call back.

I just want to keep updating this thread to "keep a record" for what I have gone through and tried. It may help other people with similar situation.

Thanks

[Michelle-TalkTalk]

Hello,

I've been advised that to get the help you need please give our dedicated team a call on 0345 172 0088, they'll be able to help.

Thanks

Michelle