Hi @Ruthkat ,
Are you able to log into the 'My Account' site, this will allow you to go to the service centre and do a test on your phone line, this will indicate if there is a fault on your line.
Also, if you have a landline phone can you check to see if that is working normally (i.e. you have dial tone and no noise on the line).
For one of the TalkTalk OCE's on this forum to be able to look into this you will need to update your community profile to include your name, landline telephone number & alternative contact number. This will allow them to identify you, and they will then be able to help.
Don't post any personal details in this thread, just add them to your community profile.
They probably won't be around now until Monday, but they should be able to respond to this post early next week
If the service centre test didn't find a fault, or told you the fault was likely to be in your home, it would be worth trying connecting your router to the test socket (if you have one) in your telephone master socket. You can only do this if you have the type of socket that has a test socket.
More details can be found here : https://community.talktalk.co.uk/t5/Articles/Your-guide-to-master-sockets/ta-p/2205432
We've had spotty internet for most of the weekend and it was down all night last night.
We do not appear to have a test socket (master socket 5C ) however we did notice that the face plate on the socket was loose. Not sure if that could cause issues?
We've tightened it up so we'll see how today goes. If a line check could still be done that would be great.
Thanks again 🙂
I've run a test on the line now which hasn't detected a fault, however the connection does look very unstable. The 5c master socket should have a test socket. Do you also have an alternative router that you can test with?
We have noticed an improvement over the past two weeks and haven't had as many problems.
We have changed nothing as we haven't been able to get another router.
However, it's now back to dropping again. Getting really frustrated with this.
If you could send a replacement router that would be great. Thank you
Could you please also provide a contact telephone number for your cancellations dept.
I've ordered a router, it should be with you within a couple of days but please allow up to 5 working days for delivery.
(Please also see this help article - Cancel your TalkTalk service)
The router is now connected to the test socket. We have had a couple of short patches of downtime but seems more stable.
However our download speed has dropped to less than 1MB/s making it nearly impossible to reliably stream things.
Thanks for the update and for connecting the router at the test socket. If the connection now remains stable at the test socket then DLM should start to increase the sync speed over the next 24-48hrs. If there is still no improvement then the next step will be to arrange an engineer visit.
Hello again 🙂
We have been connected to the test socket for about a week now. We have seen no improvement in download speed. Hovering around 500 k/bs.
We are experiencing disconnections again but not as frequently.
Can we arrange for an engineer please?