on 19-08-2021 05:57 PM
Been through the support channels multiple times and nothing is being done to resolve the issue.
Connection drops out intermittently (disconnected 4 times in an hour this morning). This has been happening for months.
Things done so far:
1. Test socket with separate filter
2. Openreach visit (found no fault on line, but replaced socket anyway)
3. New TalkTalk router (hub)
4. Test socket with separate filter again
This week after drop outs the router has been reconnecting at speeds anywhere between 7Mb and 30Mb (we should be getting 40Mb). I could cope with a slower connection (i.e. less than 40Mb) if it was at least stable, but it's not. It disconnects multiple times per day.
What else can be done, as it's an unacceptable service at the moment?
TalkTalk's support process can not cope with intermittent faults.
I had another support chat today, which the operator just closed on me (disgusting service). I was not being rude at all as well (just answered the questions asked of me).
Can someone please help with what further steps can be taken (before we change ISP).
on 24-08-2021 02:03 PM
The fault is still open with Openreach. I've just checked on their system and there is an error processing the fault report. They have referred this internally to one of their teams to pick up.
If another appointment has to be confirmed, is there a preferred day or just asap ?
Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.
WEAR A MASK - WASH YOUR HANDS - SOCIAL DISTANCE
on 20-08-2021 03:05 PM
on 20-08-2021 11:54 AM
on 20-08-2021 10:45 AM
If you'd like us to arrange the engineer visit can you confirm:
I've also sent you a PM to confirm some other details
on 20-08-2021 07:33 AM
The router is currently connected to the test socket. Voice seems OK with no noise.
Yes, would like to arrange another Openreach visit please. Seems only option.
on 20-08-2021 07:28 AM
I'm sorry to hear this and I will take a look now. I've run a test on the line which is detecting a possible fault towards the property and I can see the re-connections on the line. Is the router still connected to the test socket at the moment? Is the voice service ok with no noise on the line?
If all testing has been completed at the test socket with 2 different routers then the only option is to arrange another Openreach Engineer visit to take another look. Would you like us to arrange this for you?
on 19-08-2021 08:08 PM
Router is SAGEMCOM-FAST5364
Light goes orange when it disconnects
I have updated my profile with my numbers
We had the same issue with the hg633 router and has been replaced with the SAGEMCOM one.
on 19-08-2021 07:52 PM
Hi @Steve R B ,
What make / model of router do you have ?, what do the light(s) do on it when you lose connection ?
For one of the TalkTalk staff on this community to be able to look into this you will need to update your community profile to include your name, landline telephone number that your TalkTalk service is provided on & an alternative contact number. This will allow them to identify you, and they will then be able to help.
Don't post any personal details in this thread, just add them to your community profile.
Then they will hopefully be able to respond to this post tomorrow.