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FIbre Support

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Connection

puregold24carat
Conversation Starter
Private Message TalkTalk
Message 107 of 107

My connection keeps tripping out / buffering .

Had 3 separate technicians visits and new router.

Works fine for a day and next days keeps tripping out / buffering.

Can anyone help?

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106 REPLIES 106

Message 21 of 107

HI puregold24carat

 

Apologies for this.

 

The line tests this morning have detected a potential fault so I have passed this straight over to Openreach to be investigated by a line engineer.

 

I will continue to monitor for additional updates.

 

Thanks

 

Debbie

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Message 22 of 107

Hi Chris 🙂 ,

 

It's been fair - tripped out 3 times for around 1 or 3 mins . Why that happens , i don't know and to be honest i am really surprised at this as now rolling on 3 months +. Can i just have a solid connection ?

 

kind regards ,

Anil.

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Message 23 of 107

Hi Anil,

 

Current sync speed is 52.6Mbps, how has the connection been since yesterday morning?

Chris

 

 

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Message 24 of 107

Greetings 🙂 ,

Have an email 2 days ago saying matter being looked into and to reach out to Sara in techelp.........

Also got a text message to say the same .

This issue from Nov 2023 is still there despite 6 visits .

This surely isn't satisfactory and it's time someone got this sorted ?

kind regards,

Anil.

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Message 25 of 107

Greetings Arne 🙂 ,

 

That's really nice , thank you 🙂 

Update : 

Just ran a speed test - its under performing ' the guaranteed speed ' !

Just ran a connection too as the same issue keeps on coming back every now and then , this test too failed !

 

kind regards,

 

Anil.

 

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Message 26 of 107

Hi puregold24carat

 

As the issue doesn't qualify for auto-compensation we will add a £5 discount for the next 3 months as an apology. 

 

This will be shown on your next bill.

 

Regards

Message 27 of 107

Hi Michelle 🙂 ,

 

The service has been sporadic over the 3 months . Sure its not a complete loss of service but there you have as it's been logged  here for past 3 months . 

 

kind regards,

Anil.

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Message 28 of 107

Hi Gliwmaeden2 🙂 ,

 

It's a new socket provided by BT engineer on his last visit. The fault is from this and not the original socket .

 

kind regards,

 

Anil.

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Message 29 of 107

@puregold24carat, check the details in the auto compensation link.

 

It's a specific amount for total loss of service faults, after the initial couple of days.

 

It sounds as though the fault in your case is either the faceplate or your internal wiring, which are not counted as the responsibility of the ISP.

Gliwmaeden2, a fellow customer.
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Message 30 of 107

Apologies for the confusion, our compensation policy for faults is for Total Loss of Service faults only.

 

Michelle

 

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Message 31 of 107

Hi Michelle 🙂 ,

 

Great . 

So now the issue has been finally resolved , i do receive a credit ( refund ) within the next 30 days . Is this correct ?

kind regards,

Anil.

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Message 32 of 107

Hi,

 

Ok, no problem 🙂 The reason that it's a chargeable visit is because Openreach maintain the service up to the test socket so the faceplate and any internal wiring is classed as customer equipment. In regards to compensation, I've included a Help Guide below which has more information on this.

 

About your auto compensation credit - TalkTalk Help & Support

 

Thanks

 

Michelle

 

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Message 33 of 107

Hi Michelle 🙂

Ah....no need for a visit just for a faceplate. Will leave the wires as they are . 

Is there any refund for not having proper service for past 3 months ?

kind regards,

Anil.

 

 

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Message 34 of 107

 

Unfortunately we don't provide/stock faceplates. We could arrange a TalkTalk engineer visit to replace the faceplate, however I just need to advise that this would be a chargeable visit.

 

Michelle

 

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Message 35 of 107

Hi Michelle 🙂 ,

I agree the issue is the faceplate .

Rather than fiddling with the setup ( as its working fine ) possible to send a new faceplate ?

kind regards,

Anil.

 

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Message 36 of 107

Hi,

 

Ok thanks for confirming. It could be that the faceplate may be faulty. You could try re-connecting the faceplate again to see if the connection is still unstable. If it is then it would be ok to keep the router connected at the test socket.

 

Thanks

 

Michelle

 

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Message 37 of 107

Hi Michelle 🙂 ,

 

No i don't have any extension sockets , sorry 😞

 

kind regards,

 

Anil.

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Message 38 of 107

Good morning 🙂

 

I'm really glad to hear this 🙂 This would suggest a possible issue with either the faceplate or any internal wiring connected to the faceplate. Do you have any extension sockets? 

 

Thanks

 

Michelle

 

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Message 39 of 107

Hi Michelle 🙂 ,

Sorry for late response - wanted to give it some time as had many false dawns . 

The connection - since your recommendation - is holding very well as not seen a red light on the router.So no buffering / tripouts / dropouts  on signal . 

This is good news as it finally brings the 3 month issue to an end . Phew !

Well done Michelle and a big thank you too 🙂

Question : does the socket need a new face covering or do we let the wires ( with micro filter and phone cable ) hang loose ?

kind regards,

Anil.

 

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Message 40 of 107

Morning,

 

I've re-checked the connection stats and it looks like the connection has started to stabilise since yesterday. How have you found the connection?

 

Thanks

 

Michelle 🙂

 

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