Continual broadband interruptions

[Chris1001]

Anyone on the TT admin team able to get the techies to get this problem sorted. Been having intermittent interruptions on my FTTC service. Phone stays up but broadband drops randomly (sometimes after a day or two, sometimes after an hour or less). Reported in a while back and fault detected and Openreach notified. They said line OK but interruptions continued so tried again. TT said fault on line, OR said line OK. Reported again and TT said fault on line and sent OP engineer yesterday. He said he could see the connection was dropping a lot and said the line was hugely overloaded and had high attenuation. Removed a download cap that had been applied and said he'd check some of the connections in cabinet. TT sent message saying problem solved but connection still dropping. TT reset router (as if it was likely to be that) and tech guy said it was fixed. Over next four hours its dropped three times. Now the fault is showing as under investigation (even thought they told me it was fixed) and I can't even access chat support. How can I get this resolved?

[Chris-TalkTalk]

OK Chris, please let us know how you get on

Chris

[Chris1001]

Thanks for the reply. TT tech support have arranged a second OR visit for Thursday. Hopefully they will be able to fix it.

Chris

[Chris-TalkTalk]

Hi Chris,

Could you just confirm that you accept potential engineer charges and we'll book the engineer

Chris

[Chris1001]

Hi Michelle,

I replied earlier and asked you to get an OR engineer visit organised but have not heard from you or anyone else at TT. Tuesday or Thursday this week AM or PM.

Thanks, Chris

[Chris1001]

OR engineer that came last week found no problems with my home setup. I have now switched to your new router and cables and still have problems, which seem to be getting worse (has dropped connection at least three times today and is currently connected at 12.9Mb).

This must be a fault on the line. I am around tomorrow (Tuesday) and Thursday this week AM and PM for another OR visit.

[Anonymous]

Morning Chris,

I'm really sorry to hear this. I've re-run the line test now which has detected a potential fault towards the property. If all testing has been completed at the test socket with 2 different routers, microfilters and cables then the next step will be to arrange an engineer visit to the property. 

If you'd like to go ahead with this then please can you confirm acceptance of potential time related engineer charges and also provide a few days availability AM (8-1) and PM (1-6) and we can book this visit for you.

Thanks

Michelle

[Chris1001]

Hi Karl,

The new router arrived and has been running since Saturday evening (around 24 hours). I'm afraid performance has not improved. Broadband connection has dropped at least four times over 24 hours. Line performance has also deteriorated. On first startup of the new router it connected with a download speed of around 20Mb (historically I get around 20-23Mb). Since the first disconnect around 45 minutes later it has been reconnecting at around 13-15Mb (which I believe is around or below my guaranteed performance). I have extensive Speedtest data to support this.

If you check the history of this case (I have the chat transcripts) you will see that three different TT technical staff have checked the line and said there is a problem with it. I appreciate that OR may say it is fine but the performance says otherwise. There must be either a fault in the line or in a problem at the cabinet.

Hope you can get help get some action for me from OR.

Chris

[Karl-TalkTalk]

Hi

Test with the router as soon as it arrives, lets see how the stability compares over the weekend.  If still dropping then we can look towards an engineer.

Thanks  

Karl. 

[Chris1001]

Thanks. Connection continues to drop every few hours. Not sure router is the cause of the problem but at least will be able to rule it out.

[Karl-TalkTalk]

Hi @Chris1001 

I've sent you a PM with the tracking info for your router.

Thanks  

Karl. 

[Debbie-TalkTalk]

Hi @Chris1001 

The replacement router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

[Chris1001]

Restarting router seems to have fixed the very slow download speed so just the disconnect problem again. No idea why router stats were showing 20 yet delivering less than 1 

[Debbie-TalkTalk]

Hi @Chris1001 

The replacement router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

[Chris1001]

Typo - new router 

[Chris1001]

Yes please send note router. Currently router shows connected at 20/2mb but internet unusable - Speedtest result 0.4/2mb with latency errors. Currently using using mobile hotspot. Will try restarting everything but this problem seems to be getting worse.

[Debbie-TalkTalk]

Hi @Chris1001 

Thanks for your reply.

Are you happy for me to send a replacement router so we can rule this out?

[Chris1001]

Thanks for the message. I only have the one router. TT technical support took me through a reset of that yesterday, which did not improve the situation. In fact, disconnects seem to be becoming more frequent.

[Debbie-TalkTalk]

Hi @Chris1001 

I'm really sorry to hear this.

The line test is clear but I can see re connections on the line.

Have you recently tested with a different router at the test socket?

[Divsec]

Hi @Chris1001 your post has been escalated and you should hear soon.