Connectivity Issues

[Craig37]

Hello, hoping someone might be able to advise. We have been with TalkTalk for around 13 years with no issues until a month or so when wifi stopped working in certain parts of the house. After discussions with TalkTalk they suggest upgrade to fibre 150 (at an additional cost) this was installed on 20/9 and we have had problems since. The modem will drop signal and we then lose connectivity around the house. I called and spoke to TalkTalk last night and they said a fault on the line and this would be fixed by open reach, today my wife who works from home has lost connectivity and it has impacted her working day. I’ve spoken to talktalk again tonight, spent around 50 minutes on a call with the solution to be sent a new modem as mine might be faulty, then after holding to transfer to another department I cut off and it came to 7pm and everyone has gone home. So i have another evening of unreliable broadband, another working day tomorrow interrupted for my wife and another call when I get home.

has anyone else had similar issues, I am so frustrated and disappointed by the issues.

[Craig37]

 

Hi Chris,

Thank you, I’m a little confused as on the TalkTalk website is says 

• Award-winning Amazon eero 6 router with dual-band Wi-Fi 6 included as standard. (RRP £109)

from looking at pictures I’m not sure I have this?

And I have Full Fibre 150 (that is showing on my account)

An engineer visit would be welcomed.

[Chris-TalkTalk]

Hi Craig,

The eero is only currently supplied to Full Fibre customers, G.fast customers receive the wifi hub. To investigate the connection drops we'll need to arrange an engineer visit. If you'd like me to do this please me know and I'll confirm some details with you

Chris

[Craig37]

Thank you, I’ve had multiple tests on the line completed and then have been told that it has been sorted, again not sure what is happening here. 

Nothing has changed since it was set up on 20 September.

I’m not sure which device is not working, it’s the one with broadband and WAN lights on. Which my original router sits on.

I’m not sure have I been sent the right equipment as on the TalkTalk website there is a white eero box?

[Michelle-TalkTalk]

Hi Craig,

Thank you. I've run a test on the line now which has detected a potential fault towards the property. Can I just confirm, has the set up changed since the engineer installed this? Is it the Openreach modem which is dropping connection and not the TalkTalk router?

Michelle

[Craig37]

Hello, this has been updated. I had a discussion on chat with a TalkTalk colleague last night, another hour of checks and they have not suggested new equipment so I’m not sure what is going on apart from I’m going around in circles and they said it might be a further 3-4 days of disruption.

[Michelle-TalkTalk]

Morning Craig,

Can you please update your community profile to include your:

• Name
• TalkTalk Telephone number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle

[Gliwmaeden2]

It will help staff identify your account if you complete your community forum profile details, @Craig37.

Go via your avatar; settings; drop down menu. Complete Personal Information. Scroll down and SAVE CHANGES. 

Staff will respond during the day, so keep an eye on this thread for replies. (Any notifications are from a No Reply address, so always post back on this thread).