Upgrading my package.

[eskijo]

Hi I need to upgrade my broadband as my speed is being throttled.

However I can't have full fibre as the homeowner doesn't want it yet.

So fttc is perfect for me.

The problem is that customer services says I can't get fibre at my address which is odd as all the other homes in my street have fibre.

I don't seem to be able to get them to understand my problem.

I hope someone can help.

[Mandisa-TT]

Do you regularly turn your broadband router off? For example, do you switch your router off at night?

[eskijo]

I made two and no lost connection.

[Mandisa-TT]

Great! Confirm if sync was lost during the test call.

[eskijo]

Ok hold on

[Mandisa-TT]

Can you make a test call to a number of your choice.

If you can't think of one, then try 1471 (to check the last caller)

While you are making the call can you look at your router while the test call and tell me if the light color changes from a solid white colour to a flashing amber.

[eskijo]

No it's built in

[Mandisa-TT]

Do you currently have a microfilter connected to your master socket?

Yes
No

[eskijo]

Openreach

Ms5c

Mk4

[Mandisa-TT]

Thank you for confirming, I need to find out what type of master, or main, telephone socket you have so I can give the correct troubleshooting advice.

The master socket will be a white box on a wall, and is where the telephone line connects into your house from outside.

Please browse to https://community.talktalk.co.uk/t5/Articles/Your-guide-to-main-phone-sockets/ta-p/2205432 - this page shows you images of the different socket types so you can identify which you have.

Can you confirm what type of master socket you have please?

NTE 5C mk4
NTE 5C
NTE 5
FTTC
NTE 2000
Non-NTE
No Socket Provisioned
Unable to identify due to accessibility needs

[eskijo]

Mostly not 100%

[Mandisa-TT]

Thank you for confirming, would you say it is always dropping when making or receiving calls from your landline.

[eskijo]

1

Yes

[Mandisa-TT]

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

1) Yes - BB Connection DOES Drop When Making/Receiving Calls
2) No - BB Connection DOES NOT Drop When Making/Receiving Calls
3) Don't Know / I don't use my landline for Telephone calls

[eskijo]

Yes 

[Mandisa-TT]

Have you set up the new router in place of the old one - using all of the cables and the power supply provided with the new router?

[eskijo]

Yes

[Mandisa-TT]

Thank you, Has The Customer Received The New Router

A new router was sent to you in the last month, Please text Yes or No to confirm if you received it.

[eskijo]

The phone works but has knocked out the Internet connection but not for a few days 

[Mandisa-TT]

Do you have any issues with calls on your telephone line?

[eskijo]

Thank you 🙏