Broadband dropping frequently

[knightsfield]

My broadband connection has been dropping frequently over the last couple of days. 

I ran an online connection test, which looked to indicate there was a fault. But looking at the status today it's not obvious if there is a fault or not.

Yesterday it reported: We’re unable to identify a fault on your line.

Today the latest status is: This fault is still in progress. We are working to get this resolved for you

Still having multiple disconnects. So is the fault still being investigated? 

Regards 

Rob

[Chris-TalkTalk]

OK thanks. I've just run another line test and it's now passing, not picking up any faults, sync speed is 46.9Mbps and no disconnections showing for the last 7 days, do you still want to go ahead with the engineer visit?

Chris

[knightsfield]

Replied with info on PM

[Chris-TalkTalk]

Hi Rob,

If you'd like us to arrange an engineer visit can you confirm:

• That you accept potential Engineers charges
• Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.
• Confirm your mobile number

I've also sent you a PM to confirm some other details

Thanks

Chris

[knightsfield]

Hi

Stability is a lot better but Speedwise it's still lower than I've had in the past. 

Could you look to arrange an engineer visit. 

Regards 

Rob 

[Debbie-TalkTalk]

Hi Rob

How's the connection been? Would you like us to arrange an engineer visit?

[Karl-TalkTalk]

Hi Rob,

Next option is to arrange for an engineer for you. Would you like to progress with this now ?

Thanks  

Karl. 

[knightsfield]

Hi, 

Yes it's connect to the test socket. 

Regards 

Rob 

[Debbie-TalkTalk]

Hi Rob

I've checked the connection stats again this morning and the connection appears to be more stable but the line test is detecting a potential fault towards the property.

Is the replacement router connected at the test socket at the moment?

[Debbie-TalkTalk]

Hi Rob

Thanks for confirming that the new router is connected.

Please can you leave this router switched on without being rebooted and I will check the connection stats again in 24hrs to see if the connection has remained stable and if the sync speed has started to increase.

[knightsfield]

Hi, 

I received the new router and just managed to install it. It's connected to the test socket using the supplied filter. 

Prior to switching over I was still getting disconnects but not as frequent as before. 

Speedwise the router reports syncing at 49 down 10 up, which is similar to what the other router reported.

I'm not sure what sync speed I was getting before I started getting disconnects, but in the past I used to get high 60+ Mbps download and 17+ Mbps upload reported by speedtest.net

Regards

Rob

[Michelle-TalkTalk]

Morning,

How are you getting on?

Thanks

[Debbie-TalkTalk]

Hi Rob

The router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router. We can also run another line test once the new router is connected.

Thanks again.

Debbie

[knightsfield]

Hi, 

Yes that would be fine.

Regards 

Rob 

[Debbie-TalkTalk]

Hi Rob

Thanks for your reply.

Are you happy for me to send a replacement router now so we can rule it out?

[knightsfield]

Hi, 

I think it was a few years ago I was sent a replacement router. 

Regards 

Rob

[Debbie-TalkTalk]

Hi knightsfield

Thanks for confirming that the router is at the test socket. The line test is detecting the same fault.

Have we recently sent you a replacement router? The next step following this will be an Openreach engineer visit to the property.

Thanks again.

Debbie

[knightsfield]

I've managed to find a filter and now have the router connected to the test socket. 

[Michelle-TalkTalk]

Hello,

Yes a microfilter would need to be connected to the test socket to connect the router. If you don't have one then we can send one to you.

Thanks

[knightsfield]

It's not. If I take the faceplate off then it only has a single standard telephone connector. Would I need to then use a filter so I can plug the router in? Not sure I would have a filter available to test with.

Regards

Rob 

[Michelle-TalkTalk]

Morning,

Thanks for confirming. Is the router connected to the test socket behind the faceplate?

Thanks