Here we go again, no connection

[UITA23!]

On/off sporadically last night, slow this morning so turned off for 90 mins. Come back, powered up, slow flashing orange, to fast flashing orange but never turning white! Reset and still the same.
In the processes of getting totally pi***d off by ringing to speak to someone who I guess will go through the same old boring process hinting towards there being a fault my end, as the signal to the router is OK!
Would be great if someone can help out here before going home for the weekend!

[kanya-TT]

I am sorry this came out this way. And we are open to lay a complaint about this : Raising a complaint.

And we are glad all your internet is working fine now.

Kanya

[UITA23!]

"We are not an able to assist you accordingly because there are certain steps that you prefer not taking part in when diagnostics are ran with you".

You're now adding insult to injury! There are only so many hours you can spend trying to fix a service remotely (whilst tethered to my phones data) and every attempt to diagnose a fault was basic at best! My participation (between 60 and 90 minutes most of the time) was always full up until the new router sent didn't work and yes I may have been guilty of not being 100% enthusiastic about confirming that nothing has changed in my home, resetting the router or removing the faceplate from my wall socket! It also took 5 days for the router to get to me, Plusnet took 24 hours!

Trying to log onto my account was also near impossible, getting technical errors every time. As a customer for 18 odd years, I thought a fix would have happened by now, it's never been this difficult. Never mind, it's all good now, I have 50Mbps consistently and an awareness of what my infustructer is like, not given previously!

[kanya-TT]

Hey there, @UITA23!. We are not an able to assist you accordingly because there are certain steps that you prefer not taking part in when diagnostics are ran with you. 

Yes, some of the steps you may be repetitive and can be an annoyance, but we can't get to the root cause if we don't get your full participation.

Kanya 

[UITA23!]

And how did you come to that conclusion? You just assumed. Correct?
Talk Talk were unable to fix this issue however Plusnet sent out a router and I now have instant internet again.
Talk Talk have been charging yet giving me for no service, keeping me on the phone/laptop for hours running tests, sent out an engineer who couldn't address the issue only replace a router and all the time asking if I would renew my contract for another 24 months...you can't write this!

[sabelo-TT]

Thank you for tis. I understand that the new Hub have resolved the problem. Correct?

[UITA23!]

That is correct as stated previously.

[sabelo-TT]

@UITA23!, upon further investigation, I noticed that the time the engineer came into your home, a new Hub was sent and improved your connection. Correct?

[sabelo-TT]

@UITA23!, let me further investigate this matter for you as you have stated that the engineer has already been at your home/property. 

[UITA23!]

I've had no internet for another weekend.
An engineer has come out recently and found no faults.
Multiple messages have gone back and forth with way too much time wasted.
This morning there is no change from the orange flashing lights unlike previous instances of no connection which seem to coincidently fix themselves by Monday!

I feel there is no fix other than to leave Talk Talk, 18 odd years and the service has drastically dropped!

[sabelo-TT]

@UITA23!, this will depend as the engineer call out will be charged but should the fault be outside of your property or TalkTalk equipment, the charge will be waivered off for you. 

[UITA23!]

Just to confirm you want me to pay £75 regardless of whether the fault is at my home or with infrastructure your end? 

[kanya-TT]

I can arrange for a TalkTalk engineer to visit your home and perform the necessary diagnostic checks to identify the cause of the issue you’re experiencing. Please note, this service costs £75 , which will be added to your next bill.

Would you like to go ahead and schedule this visit?

Kanya

[UITA23!]

I'm off out now, please do carry on working on my fault. Spent waaaay too long and the stress ain't good. I'm guessing the next step is to reset the router?

[UITA23!]

Been doing that in hope it would work, next suggestion please.

[kanya-TT]

Please restart your router by either pressing the power button on the side or switching it off at the wall socket. Wait 10 seconds to ensure it fully powers down, then turn it back on.

A temporary issue may have occurred, which is stopping the router from connecting. Rebooting it will ensure it makes an attempt to connect again.

Kanya

[kanya-TT]

A line test has not identified an issue outside your premises. As you've not made any changes before this issue started, the next step is to look at the router.

I'll guide you through the router checks - ensuring it's up to date and addressing any potential temporary issues that could have caused the disconnection from the Internet.

If these steps don't resolve the issue then I'll look at other potential causes.

Kanya

[UITA23!]

Nothing at all.
The only thing different I see, is that if I had their password, I could connect to my neighbours ISP! The irony being I'm told that the reason I can't get the reach from my router is down to walls and the fabric of the house! However not commented on by the engineer that came.

[kanya-TT]

I understand you may be to wits now by this it has been ongoing. Have there been any recent changes in your home that could have impacted your service?

For example - new or replacement equipment, building work on the premises or damage to any wiring in or around the home?

Kanya

[UITA23!]

"A line test is currently underway. This checks the equipment used to provide the broadband service to your home - including the exchange, cabinet and line equipment."

Yep and I'm pretty sure this will find no fault! As per usual.

[UITA23!]

Not using it so no idea. As much as I get you need to go through this...but everytime!? Just hit the on switch in the office 🙂 I'm pretty much at one with there's not going to be internet therefore no gaming, no working from home, no watching online content again this weekend, pessimistic yes but been there, done that a few good times now.

And to add insult to injury, you don't compensate for loss of service over weekend!