Intermittent Connection

[AmberParlsow]

The internet is constantly dropping.

Ive already been sent a new router.

They reset it all this afternoon and it was better for about an hour, now its dropping constantly again. 

I can’t believe I can’t talk to anyone past 8pm! I’m supposed to wait until tomorrow morning with useless internet?! 

[AmberParlsow]

I can do this, but can’t confirm this been done as I have no other internet connection 

[siphosethu-TT]

I'll now need you to remove the faceplate from your master socket.

1. Remove the front cover by pressing the clips on the either side of the cover and gently pull the plate towards you

2. With the front cover open, the Test socket can be seen at the "centre top" of the back plate

Please confirm once this is done. Thanks

[AmberParlsow]

No it doesn’t. I already provided a photo 

[siphosethu-TT]

I need you to confirm if the faceplate of the master socket has screws on the front? Thanks

[AmberParlsow]

So what do you need me to do? 

[siphosethu-TT]

Yes, we are aware of the engineer you had but perhaps it might be a different issue. Thanks

[AmberParlsow]

I’ve had an engineer out that has checked everything… how is that possible? 

[siphosethu-TT]

Does the faceplate has screws on the front? Thanks

[siphosethu-TT]

The line test result has identified an issue that may be caused by equipment and wiring in your home.

These issues are most often caused by problems with internal wiring. Common causes are:

• incorrect filter setup
• old, worn or damaged wiring
• use of an extension cable between the master socket and the router
• connecting to a telephone socket other than the master socket - which is the socket where the telephone line enters your property

I'll need to perform the test again with your equipment disconnected to check the most likely cause.

I'll guide you through the steps needed. Once I've retested with the equipment disconnected, I'll be able to tell you if an engineer is required or whether there are issues I can investigate with you through further checks. Thanks

 

[AmberParlsow]

I have checked - and it is securely connected with no microfilter

[siphosethu-TT]

I understand that you've had an engineer but as we are running diagnostics these are questions, I'm required to ask. Please work with me in answering all these questions so we can move forward and get a resolution for the matter.

[AmberParlsow]

This is extremely frustrating. I have told you already. I have had an engineer out. My set up is fine.

[siphosethu-TT]

Sorry about that, it was time to knock off. Please check your equipment setup for me:

1. Ensure the TalkTalk router is securely connected to the data (computer) port of the master telephone socket, with no microfilters in use.

2. Check an Ethernet cable is NOT connected to the WAN (red) port on your router.

[Gliwmaeden2]

@AmberParlsow, staff support on the forum has always been daytime only, Mondays to Fridays. 

You are unlikely to get replies outside of the hours of 8am - 6pm on a weekday, and not at all over weekends. 

[AmberParlsow]

Yes I am at home. The sudden lack of replies is not ok. Even if it’s just to say someone will reply tomorrow. I was also supposed to get a call from the retention team, within 48 hours and have not. Please can you look into? 

[siphosethu-TT]

Hi there @AmberParlsow, will just continue from where we stopped. Kindly confirm if you are currently at home. Thanks

[AmberParlsow]

???

[siphosethu-TT]

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.

This can take up to 3 minutes to complete. I'll let you know if this test finds a fault, otherwise I'll continue with further checks.

[AmberParlsow]

No. And if you can look at my account, I had an engineer out not very long ago. Everything is set up correctly. 

[siphosethu-TT]

Does any of the equipment appear to be damaged? Thanks