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Dropping broadband connection

Mister Blobby
Team Player
Message 18 of 18

My broadband has been dropping several times an hour now for the last 3 days.  I have had 2 attempts at resolution - the 1st advised that they could not help me as i was using a third party router!  

 

Im using a Netgear DM200 (in modem mode) and a Netgear Orbi which have worked flawlessly for 12 months.  Since the issues I have factory rest both (several times) to no avail.

 

The 2nd attempt followed a service status check done via my account page which advised issues were detected and to contact the live support, I did this and was told i needed to be home (Im at work at the moment) as they needed to know the model of the router.  I gave them this and was advised that i still needed to be home - I asked them to perform a line check which they did and it showed everything was ok!!!!!!

 

Looking at https://downdetector.co.uk/problems/talktalk this seems to be a wide spread issue.

 

So far I have recycled and factory reset my router.

 

Info before you ask:

- yes its connected to the master socket

- no line noise

- I have replaced all cables to rule out a cabling issue

 

Whats going on talktalk?

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17 REPLIES 17

Message 1 of 18

Hi Mister Blobby

 

Apologies for this. I can only advise on what our Network Team have told me.

 

I can raise this as a Complaint and a Complaints Manager would then contact you to discuss this further. Would you like me to arrange this?

 

Thanks

 

Debbie

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Message 2 of 18

I spent 30 minutes on the phone yesterday with someone in technical support.  After all their tests they advised an engineer was needed and we arranged for the visit this morning.  I have taken time off work for this visit and now it’s not happening.  I’m not at all surprised, this is online with the rest of the support I’ve received so far.

 

As for stable, it’s not.  I had no connection at all Sunday, yesterday it was up and down all day and speed wise I’ve just done a wired speed check and it’s still way off.  The  ping of 23 is way off also as normally I’m at 9.

 

Can a manager call me ASAP to explain:

1 what the problem is

2 what’s being done to fix it

3 why no engineer was booked.  Listen to my call yesterday afternoon when it was booked.  And tell me how your going to compensate me for they days holiday I have wasted!!!   

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Message 3 of 18

Hi Mister Blobby

 

Our Network Team have advised that no engineer visit has been arranged, apologies for this.

 

BT Openreach closed this fault on 26/01.

 

The connection stats also show that the connection has remained stable since 27/01/2019. DLM has been making changes to the line profile to help stabilise the connection.

 

Thanks

 

Debbie

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Message 4 of 18

Thanks 

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Message 5 of 18

Hi Mister Blobby

 

I will check on this visit now and I will post back on this thread shortly.

 

Thanks

 

Debbie

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Message 6 of 18

Yes, tried several times and eventually got someone who would arrange another engineer.  They are due here before 1pm, but I’ve had no email confirmation or call to advise they are coming so I’m concerned they might not turn up...

 

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Message 7 of 18

Hi Mister Blobby

 

I'm really sorry for the delay.

 

Have you spoken to our Faults Team in regards to arranging an engineer visit?

 

Thanks

 

Debbie

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Message 8 of 18

Bump in the hope that I might get some help 😥

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Message 9 of 18

Hi, please can you give me an update on what’s being done to fix my issue please???

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Message 10 of 18

Ok so after installing the super router and doing further tests I managed to get an engineer out yesterday.

 

He said there had been an issue since jan 14 and showed me graphs etc, said was an issue in the box and he had fixed it.  True to his word it was fixed and yesterday I had full uninterrupted 73mb down again.

 

However it’s now down again and worst of all it’s 100% down, no internet at all.  I rang in and the 1st 2 tech support guys dropped my call!!!!  The poor customer service operator I had after that arranged for a manager in tech support would call me after 3pm today.  This didn’t happen, so I rang again to be told that no one will help me or talk to me for 72hrs.  This is now beyond a joke, I need home internet for work.  

 

Can an someone at TalkTsl please take ownership of my issue and get my broadband back up and running!

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Message 11 of 18

No Problem 🙂

 

Karl 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


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

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Message 12 of 18

ok thanks

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Message 13 of 18

Hi

 

The test was picking up an issue on the copper line, but as the results of this can be inconclusive it is always best to test an alternative router to rule this out.

 

One is on the way.

 

Thanks

 

Karl. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


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

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Message 14 of 18

ok i will connect via the test socket when i get home from work and let you know once this is done.

 

please send the test router if you think this will help.

 

again - what was the fault your test identified?

 

thanks,

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Message 15 of 18

Hi Mister Blobby,

 

Thanks. If the master socket does have a test socket then would it be possible to connect the router at the test socket and we can run the line test again? If you don't have an alternative router then please let us know and we can arrange to send a replacement router for testing purposes.

 

Thanks

 

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Message 16 of 18

hi - i would have to check out the socket to confirm, but i think there is a test socket under the plate.  Ref another router I might have an old one somewhere - again I will have to check when i get home.

 

What was the fault you detected?

 

thanks

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Michelle-TalkTalk
Support Team
Message 17 of 18

Hi Mister Blobby,

 

I'm sorry to hear this and I'll take a look now. I've run a test on the line which has detected a potential fault towards the property.

 

Just to confirm, does your master socket have a test socket? Do you have an alternative router that you can test with to rule this out?

 

Thanks

 

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