Connection

[puregold24carat]

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?

[puregold24carat]

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.

[Arne-TalkTalk]

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

[puregold24carat]

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.

[puregold24carat]

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.

[Gliwmaeden2]

@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.

[Michelle-TalkTalk]

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

Michelle

[puregold24carat]

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.

[Michelle-TalkTalk]

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

[puregold24carat]

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.

[Michelle-TalkTalk]

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

[puregold24carat]

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.

[Michelle-TalkTalk]

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

[puregold24carat]

Hi Michelle 🙂 ,

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

kind regards,

Anil.

[Michelle-TalkTalk]

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

[puregold24carat]

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.

[Michelle-TalkTalk]

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 🙂

[puregold24carat]

Hi Michelle 🙂 ,

Yes . 

Fingers crossed .

Looking forward to your report tomorrow.

Thank you.

kind regards,

Anil.

[Michelle-TalkTalk]

Great thank you. Would it be ok to leave it in this set up please and we will re-check your connection stats first thing tomorrow morning to see how the stability compares?

Thanks

Michelle

[puregold24carat]

Hi Michelle 🙂 ,

Removed the faceplate , inserted micro filter and inserted the line to the router and phone - as requested . 

kind regards,

Anil.

[Michelle-TalkTalk]

Hello,

That's great thank you. The 5C main socket should have a test socket behind the faceplate. Could you try removing the faceplate gently, being careful not to distub any wiring that may be connected to the back of the faceplate, as the test socket should be beneath this in the corner. Could you then connect a microfilter, router and phone (if you're currently using one) at this test socket please.

Michelle