WIFI OPTIMISATION

[Chris1012]

I recently switched to Talktalk broadband and I'm having issues with WIFI optimisation and channel hopping causing certain devices to disconnect from the WIFI network. From reading these pages I understand that a Talktalk employee can disable this feature on my router? Please can this be actioned?

[Debbie-TalkTalk]

Hi Chris

The engineer visit has been arranged for 21/05/2024 PM (1pm - 6pm)

Please let us know how you get on following this visit.

Thanks

[Chris1012]

Hi Michelle,

I don't see that I have a choice! I either have to live with the VDSL dropouts most days for the next 17 months (my remaining contract) or the possibility of a £75 charge if no fault is found (there must be a fault or else why does the VDSL keep dropping?). I would like to reiterate that the VDSL dropouts are intermittent, the chances of one happening during the engineer visit are very unlikely. Please note, I am keeping records of everything in case this needs to go to the ombudsman.

So, since I have no choice, please book an engineer visit.

[Michelle-TalkTalk]

Hi Chris,

Engineer charges would not apply if the fault is located on Openreach maintained equipment. It would only apply if the connection is working fine when the engineer visits/unable to find a fault or if they located a fault with your own equipment. If all testing has been completed at the test socket with 2 different routers, cables and microfilters then this should rule this out.

Are you happy for us to go ahead and book the visit for you?

Thanks

Michelle

[Chris1012]

Hi Debbie,

I can be available AM or PM.

I do not see why I should have to pay for an engineer visit. The phone line and master socket belong to Openreach and the router belongs to Talktalk. There is absolutely nothing else connected to the phone line, not even a phone! Since the VDSL dropouts are intermittent (5 on Friday, 2 on Saturday, none on Sunday) I will be very unhappy if a charge is applied because the engineer says he can't find a fault!

[Debbie-TalkTalk]

Hi Chris

Apologies for this.

Please can you provide your availability for an engineer visit AM and PM?

Can you also confirm potential engineer charges Engineer charges

[Chris1012]

Hi Debbie,

This is my second attempt at this post, the first disappeared somewhere! The new router has been plugged in to the test socket for about 24 hours. I've had one VDSL dropout yesterday and two so far today. Hence, the new router hasn't solved the VDSL dropout issue.

16.05.2024 14:22:11	Info	XDSL	VDSL connectivity is down port 1
16.05.2024 14:22:41	Info	XDSL	VDSL connectivity is up port 1
17.05.2024 14:07:48	Info	XDSL	VDSL connectivity is down port 1
17.05.2024 14:08:18	Info	XDSL	VDSL connectivity is up port 1
17.05.2024 14:13:38	Info	XDSL	VDSL connectivity is down port 1
17.05.2024 14:14:08	Info	XDSL	VDSL connectivity is up port 1

[Debbie-TalkTalk]

Hi Chris

I'm so glad to hear that the router has arrived.

Please let us know how you get on.

Debbie 🙂

[Chris1012]

Hi Debbie,

The new router arrived this morning. I have used the new router, power supply, internet cable and microfilter (everything new) and plugged the new router in to the test socket. I will monitor for VDSL dropouts over the coming days and let you know what happens. Since Monday, when I had ~10 VDSL dropouts in a short period of time, I've 'only' had 2-3 dropouts per day and yesterday I had zero dropouts, so it may take a few days to see if the dropouts go away. 

[Debbie-TalkTalk]

Hi Chris

Apologies again, we will manage this fault for you on the Community.

It hasn't been raised with Openreach, it's currently with our tech/faults team.

If the same fault is still happening with the new router at the test socket then I will arrange the engineer visit for you.

[Chris1012]

Hi Debbie,

OK, I'll wait and test the new router. If the VDSL drops continue that will rule out everything after the master socket, leaving just the master socket/phone line/cabinet/exchange. Just to be clear, I never reported the fault (REP-14310214). I used your online connection tool and that automatically reported the fault and raised the reference number, although it gives absolutely no information as to what the fault is! 

[Debbie-TalkTalk]

Hi Chris

We can only rule out the router once you have received the new one we've sent.

No line faults have been detected on Openreach tests. The fault has been raised on our side to say a fault has been reported with the connection (by yourself) Once the router has been tested then I can book the engineer for you.

[Chris1012]

Hi Debbie,

You say no faults have been detected, so why does my Talktalk account show a fault with reference number REP-14310214 and say 'We've found an issue with your connection and need to speak with you'? I spent ~3 hours on chat yesterday evening (I saved the transcript when I was cut off), the agent ran several line tests and said 'We can see the line test still indicating an internal wiring issue after your equipment was disconnected, so this will need further investigation.' This was with the router attached to the test socket, so 'internal wiring' is not relevant (there is no internal wiring anyway, no extensions, no other phone sockets). Does this mean a fault with the router since this was the only 'wiring' connected to the test socket?

[Debbie-TalkTalk]

Hi Chris

There have been no faults detected on the line tests.

Would you like me to book an Openreach engineer visit? (to the property)

[Chris1012]

Hi Michelle,

Just to update you. This afternoon around 4pm I had yet another VDSL dropout (~10 so far today). I ran the online connection test from my account and it showed a fault (REP-14310214) and said to contact Talktalk via chat. I started this around 6pm, was cut off several times, went through lots of line checks etc etc etc and was told there was a fault on the line just as 9pm came around and the chat was cutoff!! Having to spend ~3 hours on chat was not a very good customer experience, but being rudely cutoff with no warning at 9pm was definitely the worst part. Is it possible for you to please find out what is going on with the line fault?

[Chris1012]

Thanks Michelle,

I'll await the new router and report back. Luckily since ~10.30am the dropouts have 'calmed down' and I can use the internet again. It's almost like someone was working in the cabinet/exchange for 10-15mins between 10.12am and 10.25am today and this constantly interrupted my line connection! 

[Michelle-TalkTalk]

Hi Chris,

Thanks for confirming. That's all the checks we require, apart from testing the replacement router. The next step would be to arrange an engineer visit to the property.

Michelle

[Chris1012]

Hi Debbie,

Yes, it's been there since Friday morning

[Debbie-TalkTalk]

Hi Chris

Is the router still at the test socket?

[Chris1012]

Hi Debbie,

Is there anything I can try now since the internet is virtually unusable at present? I've had 5 dropouts in just the last 15 mins.

13.05.2024 10:25:42	Info	DHCPC	WAN DHCP client (1) started
13.05.2024 10:25:40	Info	XDSL	VDSL connectivity is up port 1
13.05.2024 10:25:10	Warning	DHCPC	WAN DHCP client (1) stopped
13.05.2024 10:25:10	Info	XDSL	VDSL connectivity is down port 1
13.05.2024 10:19:51	Info	DHCPC	WAN DHCP client (1) started
13.05.2024 10:19:49	Info	XDSL	VDSL connectivity is up port 1
13.05.2024 10:19:19	Warning	DHCPC	WAN DHCP client (1) stopped
13.05.2024 10:19:19	Info	XDSL	VDSL connectivity is down port 1
13.05.2024 10:14:46	Info	DHCPC	WAN DHCP client (1) started
13.05.2024 10:14:45	Info	XDSL	VDSL connectivity is up port 1
13.05.2024 10:14:15	Warning	DHCPC	WAN DHCP client (1) stopped
13.05.2024 10:14:15	Info	XDSL	VDSL connectivity is down port 1
13.05.2024 10:13:37	Info	DHCPC	WAN DHCP client (1) started
13.05.2024 10:13:36	Info	XDSL	VDSL connectivity is up port 1
13.05.2024 10:13:06	Warning	DHCPC	WAN DHCP client (1) stopped
13.05.2024 10:13:06	Info	XDSL	VDSL connectivity is down port 1
13.05.2024 10:12:47	Info	DHCPC	WAN DHCP client (1) started
13.05.2024 10:12:45	Info	XDSL	VDSL connectivity is up port 1
13.05.2024 10:12:15	Warning	DHCPC	WAN DHCP client (1) stopped
13.05.2024 10:12:15	Info	XDSL	VDSL connectivity is down port 1

[Debbie-TalkTalk]

Hi Chris

Apologies for this.

If the connection continues to drop with the new router, cables and filter then the next step will be an Openreach engineer visit.

Thanks