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?

[Karl-TalkTalk]

Hi

It does sound as though this engineer has been a bit more thorough and hopefully this will be resolved soon.

Thanks  

Karl. 

[Chris1012]

Hi Karl,

I've just spoken to the engineer. He found more severely corroded wires in the street cabinet, which he said was a complete mess and the whole cabinet would need to be replaced. He also said the fibre board would need to be replaced since the upload was causing a massive number of critical errors and these were causing the router disconnects. He has put requests in for both of the these jobs. Not sure why it has taken at least 4 engineers to diagnose these issues, but I'm somewhat hopeful that the problems of the past ~3 months might now be fixed!

[Karl-TalkTalk]

Hi

OK, please let me know if the situation changes.

Regards,

Karl. 

[Chris1012]

Hi Karl,

Thanks for the update. I had more VDSL dropouts yesterday evening and the router log showed 5 dropouts between ~10.30pm and 11.00pm, making 13 dropouts in total yesterday (better than the 96 dropouts on Tuesday!). What I don't understand is that the connection was stable for ~4 weeks after the 3rd engineer visit at the end of June and then the dropouts started again at the end of July. This issue has been ongoing since the start of May, so it's about time it was fixed!

I've just had a call from the engineer to ask what the issue is and that he will start investigating, hopefully this time the fault can be fixed for good.

[Karl-TalkTalk]

Hi

This has been assigned to an engineer this morning as they can see errors are above threshold, and the engineer will soon be dispatched.

Thanks  

Karl. 

[Michelle-TalkTalk]

Afternoon,

I'm really sorry to hear this. I've escalated this straight back to Openreach now and we'll monitor and keep you updated on the progress.

Thanks

Michelle

[Chris1012]

Hi Michelle,

The VDSL dropouts have started again this morning - from ~10.30am until ~11.00am I've had 7 dropouts, so what the Openreach engineer did yesterday hasn't fixed the fault. Please can you raise this again with Openreach and get it sorted once and for all?

[Michelle-TalkTalk]

Hi Chris,

Thanks for the update. They didn't advise what the specific fault was, just that they cleared the fault. I'll re-check your connection stats again on Monday morning just to make sure that everything is still looking ok.

Thanks

Michelle

[Chris1012]

Hi Michelle,

Thanks for getting back to me. The connection stabilised around lunchtime yesterday after being unusable for ~6 hours. Have Openreach given any indication as to what was the cause of the fault? There has been an ongoing issue since May with hundreds of VDSL disconnections (not great since I only joined TT in April!). I've had 3 Openreach engineer visits in May/June and had hoped that the last one had actually fixed the fault, but it appears not. I can only hope that Openreach have at last fixed the fault and I can get the service from TT that I'm paying for!

[Michelle-TalkTalk]

Morning Chris,

We've received an update to advise that Openreach have cleared and closed the fault and DLM has been reset. How is your connection at the moment.

Thanks

Michelle

[Debbie-TalkTalk]

Hi @Chris1012 

The fault was assigned to an Openreach line engineer this morning. We should hopefully have further updates later this afternoon.

Thanks

[Chris1012]

Hi Michelle,

Is there nothing you can do to stabilise the connection? I've had ~100 VDSL dropouts since 6.30am, so the internet has been unavailable for the past ~5 hours since the router disconnects every few minutes.

[Michelle-TalkTalk]

Hello,

Apologies, not sure why it's still showing this. I'll let you know as soon as I have an update from Openreach.

Michelle

[Chris1012]

Thanks Michelle,

I tried to run a connection test through my TT account, but all it came up with was a previous open case saying I had an engineer visit booked for 25 June, which is long gone!

[Michelle-TalkTalk]

Morning,

I'm really sorry to hear this. The line test has detected a potential external line fault so I've passed this straight over to Openreach now for an external line investigation to be completed. I'll check first thing in the morning for an update and will post back here.

Thanks

Michelle

[Chris1012]

Hi Chris,

As you suggested, the router has been plugged in to the test socket since 31 July. I’ve had a few dropouts over the past ~10 days, however, this morning the internet is unusable with CONSTANT VDSL dropouts. Between 6.30am and 8.30am I’ve counted over 33! There is obviously something very wrong with my connection, please can you get it sorted since this has been ongoing since the start of May! 

[Chris-TalkTalk]

OK thanks Chris. If it continues to drop we'll book another engineer

Chris

[Chris1012]

Hi Chris,

I've switched over to the test socket. When the connection drops again I'll let you know and we can arrange the 4th OR engineer visit. I'm getting to the point where I think I should be allowed to leave my contract without any early termination charge because this fault has been ongoing for ~3 months and I've only been with Talktalk for 4 months!!

[Chris-TalkTalk]

I think it's still worth testing at the test socket, if the connection then continue we can book another engineer visit

Chris

[Chris1012]

Hi Chris,

The router is plugged in to the master socket (not test socket) and has been like this since the 3rd OR engineer visit on 25 June. I've previously used the test socket, a replacement router, etc, etc, and nothing I did in the house made any difference to the dropouts. The 3rd OR engineer reported "Fault identified in D-side between PCP and DP. Resolved by changing pair node to node" and the line was stable for ~month afterwards, but the drop outs started again in the last few days.