Internet dropping out

Mickycod · ‎21-05-2019

Have had the problem of my internet ‘dropping out’ and purchased the WiFi hub for the offer price of £30 (we have the fast fibre + the speed boost) as this was forseen to be the solution and now it is happening a lot more frequently! I have a filtered master phone socket, the hub is positioned as instructed yet watching internet tv via Netflix is becoming a nightmare. Bearing in mind I have signed up for a further 18 months (15 years Tiscali/talktalk customer) despite my family urging me to change supplier. Please help

mick

Divsec · ‎22-05-2019

Hi Mick, welcome to the community, your post has been flagged for assistance and you should hear shortly. In the meantime please check your community profile and add your landline phone number if necessary.

Talking of landline how good is it? Do you notice any noise, crackles?

What does the light on the router show when your connection drops?

I don't work here and all my opinions are my own.

OCE_Debbie · ‎22-05-2019

Hi Mick

I'm really sorry to hear this.

I've completed a line test which has detected a possible fault with the landline service.

Are you experiencing any faults with the landline when making calls? (noise)

Thanks

Debbie

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Mickycod · ‎22-05-2019

Any further help/assistance would be appreciated

Regards

Michael

Divsec · ‎22-05-2019

Hi Michael, did you answer the questions @OCE_Debbie asked?

I don't work here and all my opinions are my own.

Mickycod · ‎22-05-2019

Yes e mailed them. Nothing back yet. They were aware internet dropping out before I re-mewed contract and purchased WiFi hub and the problem is worse now! Nothing from talktalk yet though - have To go the talktalk tech problem route again I think but thankyou for asking

Divsec · ‎22-05-2019

Hi Michael, you might find posting an answer in this thread the most efficient way of getting help. @OCE_Debbie is a Talktalk employee and brilliant at getting things sorted.

I don't work here and all my opinions are my own.

OCE_Michelle · ‎23-05-2019

Hi Mickycod,

Just to confirm, are you experiencing any issues with the voice service such as noise on the line or no dial tone?

Thanks

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Mickycod · ‎23-05-2019

Thankyou.

sorry Debbie I e mailed the answers to your questions and forgot to post on the forum as well - ref landline and yes there does appear to be some background noise however it is rarely used due to mobile phones - continued to drop out several times yesterday- not for a long time but enough to knock Netflix off.

Mickycod · ‎23-05-2019

Yes Michelle - there does seem to be some noise but as I’ve said landline rarely used and they are ancient units we have haha

OCE_Arne · ‎23-05-2019

Hi Mickycod

The fault being picked up could be connected to the internal setup. Can you connect your phone directly to the test socket with no filter and check if the noise is still present.

Thanks

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Mickycod · ‎23-05-2019

The master phone socket used (directly into the property) is the type with phone socket and an ADSL port so internally filtered and therefore no separate filter box is used.

Mickycod · ‎23-05-2019

Removed socket faceplate and plugged phone directly into test socket but to be honest it sounds the same - I’m not convinced there is that much background noise to be honest - as previously stated the handsets are ancient.