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Broadband dropping out for 2 weeks

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Participant

2 weeks ago my already inconsistent broadband service became accessible to only one device at a time. Call to helpline gave conflicting answers, via recorded message, text or email, saying engineer was coming, then instantly that issue was resolved - it’s not. Landline is crackly to the point of being unusable. I emailed a complaint today and already have a reply saying they will not be addressing the complaint due to coronavirus. I understand the situation, but am having to work from home as a teacher, with three teenage children also trying to access school work online. I’m still paying for unlimited broadband but when Talktalk’s speed checker shows average speed of 7mbps download and 0mbps for upload, as well as disconnection, that’s not what I’m getting. Is there any way to escalate this for help?

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Community Team - TT Staff

Hi Lesley-Ann

 

I'm really sorry to hear this.

 

I've completed a line test which hasn't detected any faults but I can see re connections on the line and this can affect the sync speed.

 

Is the connection dropping or has the router been rebooted?

 

Thanks

 

Debbie