on 13-08-2021 11:11 AM
We upgraded to Fibre 150 a couple of weeks ago having previously been with TalkTalk. Following the upgrade the internet connection has been intermittent and we are experiencing multiple daily drops in connection which can last for hours. I have run a live connection test which states that there is a suspected issue with the broadband and that a line test is required. When TalkTalk carried out the line test I received a text saying that everything is working as it should be however we are still experiencing drops in connection.
The current set up is a g.Fast MT992 modem and a Sagemcom 5364 router.
Can you please look into this for me.
on 08-09-2021 02:16 PM
on 08-09-2021 01:24 PM
It will be an Openreach engineer, if you'd like us to go ahead with the engineer vsiit can you confirm:
I've also sent you a PM to confirm some other details
on 08-09-2021 12:36 PM
Yes I think that we need a visit, would this be with Openreach? Would there be a charge for the visit? This is something that has only been an issue since we upgraded from Fibre 65 to Fibre 150.
on 08-09-2021 12:29 PM
on 08-09-2021 12:09 PM
on 08-09-2021 11:13 AM
I have received and installed the new wifi router however we have still been experiencing drops in service throughout the last month. Can you please advise on next steps to try to resolve this issue?
on 13-08-2021 12:11 PM
The replacement router is on its way, please allow 24-48hrs for this to arrive.
If the fault is still present with the replacement router then the next step will be to arrange an Openreach engineer visit.
on 13-08-2021 12:05 PM
I think the issue is with the modem losing connection rather than the router, however if you think a replacement router would help then I am happy for you to send one out.
on 13-08-2021 11:19 AM
I'm sorry to hear this.
I've completed a line test which hasn't detected any faults but I can see re connections on the line.
Would you like me to send a replacement router for testing so we can rule this out?