FIbre Support

Get expert support with your Fibre connection.

cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Fibre Broadband constant issues with internet connection

Gilmour70
Popular Poster
Message 27 of 27

Hi there,

 

I've been a talktalk customer for many years, without any real issues, until I decided to upgrade to Fibre Broadband. Since upgrading to Fibre Broadband back in July 18 I have at least 7 Bright Sparks engineers and 5 Open Reach engineers out to resolve my internet issues, although they seem to resolve the issue, at the time of the visit, the problem is only fixed on a temporary basis. 

 

I lose my Internet connection again and yet again, I go through the cycle of reporting the problem with the Talktalk Agents/Managers. In fact I had a Bright Sparks Engineer this Monday, who couldn't resolve the issue, so an appointment was made for an Open Reach Engineer who came out on Tuesday (the next day) who fixed the issue, only for the internet to go down again at 9pm that night.  I then phoned the helpline again, on Wednesday 28th, and they've now arranged for a appointment for another Bright Sparks Engineer to come out on the 5th Dec, only for this forever cycle to begin again.

 

I feel there is more to this than meets the eye, when the engineer goes to the Fibre Box and starts messing around with the cables, this doesn't resolve the issue.  A further investigation is needed to look at the cable running from the box to the home and this should be checked, to see if this is causing the issue.

 

Does anybody else have these problems?

 

Best regards

 

Stuart Gilmour

Cheers Stuart
0 Likes
26 REPLIES 26

Message 21 of 27

Hi Michelle,

 

I was given a D-Link router back in August 18, to help resolve this issue, but this has the same problem.  However, if feel that you need to send another router please send and maybe this may resolve this issue.

 

Cheers Stuart

Cheers Stuart
0 Likes

Message 22 of 27

Hi Gilmour70,

 

Ok thanks for the update. Would you like us to send a replacement router for testing purposes to rule this out?

 

Thanks

 

0 Likes

Message 23 of 27

Hi Michelle,

 

Thank you for responding.  I did have an engineer that came out on Wednesday morning the 5th Dec and he didn't use a different router, when testing my line.  He tested the line using his hand held device and explained that the copper wire from the box to the house was earthing and he did mention that that there was very slight interference on the phone line, but not a significant amount to be concerned about.  This was escalated to Open Reach and they were to resolve this within 72 hours from when the Talktalk engineer completed his test.  The internet came back online and I was able to connect to the internet at 20 MPs later the same day.  This is still very slow, as I should be getting a higher speed of 70mps plus, as I am on the XL Faster Fibre package and my house is 300 Mtrs from the box.  Looking forward to getting this problem resolved.

 

Best regards

Stuart Gilmour

Cheers Stuart
0 Likes

Message 24 of 27

Hi Gilmour70,

 

Thanks. I've run a test on the line which hasn't detected a fault, however the connection does look very unstable. Just to confirm, are you experiencing any issues with the voice service such as noise on the line? Have the engineers also tested with different routers?

 

Thanks

 

0 Likes

Gilmour70
Popular Poster
Message 25 of 27

Thank you Michelle I have now updated my details.

 

Best regards

Stuart Gilmour

Cheers Stuart
0 Likes

Michelle-TalkTalk
Support Team
Message 26 of 27

Hi Gilmour70,

 

Please can you update your forum profile to include your telephone number so that we can look into this further. To do this go into "my settings" then "personal information" then add your details.

Please do not post any personal information on the forum.

 

Thanks

 

0 Likes