Broadband fault

[Chris1012]

My fibre 65 broadband has been dropping VDSL over the past few weeks. I've been connected to the master socket/test socket over this period and have no other wiring/phone connected. I ran a line test this morning and it came back with a fault (REP-15947859). I tried contacting customer service but that didn't work! I have previously had ~4 months of VDSL dropouts that required 5 Openreach engineer visits, so I suspect yet another line fault somewhere! To reiterate - I have been connected to the test socket for the past few months and have nothing else connected to the microfilter (not even a phone). 

[Chris1012]

I disagree with what you said in the private message, this was NOT what was discussed with the engineer and I definitely did not decline a repair since he NEVER offered a repair!! I will test the replacement router when it arrives, but once my contract ends I will be leaving Talktalk for good and never coming back! The past ~18 months has been my worst broadband experience in nearly 30 years!

[sabelo-TT]

@Chris1012, I have just shared over a private message with my findings and resolution to this matter. Kindly check on this please. 

[Chris1012]

The DSL has been disconnecting/reconnecting for the past 5-10 minutes and I have had no internet access. It's just come back but for how long?!!

[sabelo-TT]

@Chris1012, thank you for this as I will further investigate this matter. 

[Chris1012]

The engineer arrived this morning and found no issues with the wiring in the house (since there is none!). He checked the cabinet, remade some connections and reset the line. He left around 12.00. I've just had yet another VDSL dropout in the middle of a Teams meeting! I've also checked the download speed and this is at 41mbs, which is lower than the guaranteed minimum speed of 45mbs. Having been with Talktalk for nearly 18 months, I've had various issues over most of that time and I'm getting incredibly frustrated! Please can you once and for all FIX my DSL connection. Clearly something is wrong since I've had 6-7 engineer visits!!

[sabelo-TT]

Perfect! Confirmation, Reservation of a Openreach engineer appointment has been successful. Reserved appointment slot: August 20, 2025, between 08:00am - 13:00pm. I have also attached care notes to your account about the reservation I have assisted you with today. 🙂 

[Chris1012]

Yes, go ahead with the appointment. The only thing 'in your property outside of Openreach’s remit' is your router!

[sabelo-TT]

I hear your concerns however; I should advise that the charges will not apply immediately but will apply if you miss the appointment, refuse the engineer access, or if the fault is caused by something in your property outside of Openreach’s remit.

[Chris1012]

Well that's just confusing! You said that your system showed an internal wiring fault and I know, from many previous discussions with Talktalk, that these incur an engineer fee. As I've said, there is no internal wiring apart from your router and microfilter (no extensions, no phones, nothing), so if your system is showing a fault it's either wrong or the fault is in the router! Hence, there is no way I'm paying for an engineer visit.

I will be at home tomorrow morning if the engineer needs access.

[sabelo-TT]

Basically, your engineer will be booked for 20/08/2025 between 8am - 1pm. Please ensure that an adult over the age of 18 is present. If you need to change the appointment for any reason you can do so on the TalkTalk website or by contacting customer services. 

An appointed Openreach engineer will be booked to investigate the fault. The engineer will start off by checking the external network, if the fault is found to be here you will not be charged, and the engineer will not try and enter your property. However, this engineer may need access to your home, so we do insist that you are home on the date and time booked. You may receive a £75 charge if you miss the appointment, refuse the engineer access, or if the fault is caused by something in your property outside of Openreach’s remit.

 

[Chris1012]

Please confirm that there is no charge for the engineer visit since there is nothing connected to the master socket apart from the Talktalk router.

[sabelo-TT]

I understand and thank you for this information @Chris1012 as the engineer will pick this up and further resolve it. Upon further double checking on a suitable and faster date, I managed to find a slot for 20/08/2025 which will be tomorrow morning between 08:00am - 13:00pm. Sounds fine with you @Chris1012?

[Chris1012]

But there is NO internal wiring apart from the TalkTalk router!

[sabelo-TT]

Thank you for confirming this. I have just checked on my end and can confirm that The line test result has identified an issue that may be caused by equipment and wiring in your home as I can see an internal wiring issue since your equipment is connected to your test socket. 

With this I will have to arrange an engineer to come to your home and resolve the internal wiring issue currently affecting your broadband services. 

[Chris1012]

No, all that is connected is your Talktalk router (we don't have FTTP in our area so are using FTTC)

[sabelo-TT]

Thank you for this. Are you currently using an Openreach Modem in your setup. This is a a white device with several lights, which may be connected to your master socket. Typically it will have an openreach sticker on it.

[Chris1012]

Hi, it's a NTE 5C MK 4 socket. As I've said, the router is connected to the test socket (front plate has been removed)

[sabelo-TT]

@Chris1012, I need to find out what type of master, or main, telephone socket you have so I can give the correct troubleshooting advice. The master socket will be a white box on a wall, and is where the telephone line connects into your house from outside. Please browse to https://community.talktalk.co.uk/t5/Articles/Your-guide-to-main-phone-sockets/ta-p/2205432 - this page shows you images of the different socket types so you can identify which you have.

[sabelo-TT]

@Chris1012, thank you for this as I will look into this matter. I do also apologise for any difficulties that this may have caused to you.