Frequent disconnections on fibre, TalkTalk are ignoring the problem - how do I make them fix this?

[DanYorkshire]

Hello.

I've been having a lot of disconnections on my TalkTalk fibre.  I've had this same connection for approx a couple of years (and years before that with UFO) with no problems, only very rare disconnections. In the last month or two its become frequent.  The disconnections affect both wi-fi and cabled connections, so it's either the connection or the Eero, the problem is not with my devices or VPN or anything like that.

I spent 3+ hours on Live Chat the other week, they told me they'd fixed the problem, got the impression they actually did nothing, and the disconnections have continued.

I sent an email and got no reply.

What should I do to make TalkTalk take notice and fix this?  My contract ends soon and there's no way I'm renewing if they don't fix this properly and quickly.  The thought of signing up to a fixed period of time knowing that they might leave me with an unreliable connection and no help is not appealing.

Disconnections since I contacted TalkTalk - this is only the disconnections I know about when I've been actively using the connection, I'm sure there's many more:
28/8/24 (night after being on live chat for 3 hours): 7.39pm - 7.41pm
2/9/24: 12:11am - 12.19am
4/9/24: 6.27pm - 6.32pm
4/9/24: 6.56pm - 6:57pm
4/9/24: 7.20pm - 7.35pm
7/9/24 5.03M - 5.07am
8/9/24 1.30am - 1.35am
8/9/24 10.00pm - 10.06pm
8/9/24 10.30pm - 10.31pm

Thanks for any help!

[Michelle-TalkTalk]

Hi @DanYorkshire 

Just checking back in to see how you're getting on?

Thanks

Michelle

[Michelle-TalkTalk]

Morning Dan,

Thank you and please let us know how you get on.

Michelle

[DanYorkshire]

Thank you Karl, I really appreciate the help.  When the Eero arrives I will update you on this same post here about whether the disconnections continue or not if that's  OK with you.

Thanks!
Dan

[Karl-TalkTalk]

Hi

OK, next option is to swap out the EERO, make sure that is not at fault, if the drops then continue, we can ask City Fibre to send an engineer.

I'll get the eero out to you now.

Karl.

[DanYorkshire]

Hello - I just checked the cables and everything is fine, cables look like new and are connected.  I checked the power cables to the Eero and ONT and the cable from the ONT to the EERO.  If it useful for you to know - I changed nothing before the disconnections started, everything was as it was then the disconnections began.

Yes I've done a full reset of the ONT and Eero - I did several resets because LiveChat had me on a conversation for over 3 hours the other week going round in circles doing resets etc.  In the end they told me they'd "cleared the network signals which were blocking" which I think was their way of getting rid of me, and the disconnections continued as before.

Thanks again Karl, I wish I'd got on here in the first place, it's good to know where to find the real help now anyway, this is much appreciated!!

[Karl-TalkTalk]

Hi Dan

The line itself is testing ok currently, so before CityFibre take things further, we need to rule out the cable from ONT to eero and the eero itself. Is the patch lead in good condition and seated correctly, no bends in the cable etc, nothing trapping it ? 

Also, from when the issue began, have you powered off the ONT for 30 minutes to clear the active session and start another ?

Thanks  

Karl. 

[DanYorkshire]

Hi, I don't use the phone line so I don't know about call quality.  I don't have a landline to connect to it anymore to check either, sorry.  I only use the fibre connection but I need it to be fast and rock-solid, TalkTalk used to be great for this since UFO onwards but then speeds dropped a bit and now there's frequent disconnections.

Thanks, Dan.

[Karl-TalkTalk]

Hi

Are the drops the only issue, do you notice any issues with the phone, call quality etc.

Thanks  

Karl. 

[DanYorkshire]

Hello Karl - thanks for the reply.  I do not know what the ONT lights do during the disconnections.  I will look next time I'm there for a disconnection and reply here with the answer when I know.  Are you able to help in the meantime or do you need that info to continue?
Thanks!

[Karl-TalkTalk]

Hi Dan

When the connection drops, do you notice if the lights on the ONT change ?

Thanks  

Karl. 

[DanYorkshire]

I've done that now, thanks Debbie.  There was more disconnections last night too.

Dan.

[Debbie-TalkTalk]

Hi Dan

I'm sorry to hear this.

Please can you add your name and TalkTalk landline/account number to your Community Profile, we can then take a look at this for you.

Thanks

Debbie