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Intermittent Sync error on Fibre 35

beansontoast
First Timer
Message 6 of 6

I upgraded from basic broadband to Fibre 35 which went live on 26th November.

It was working fine with 40 Mbits/s down, but since the morning of 1st December (2 days ago), it has been unstable and unusable.

 

The symptoms are:

 

1. On the router:

Power: Solid green light

Broadband: Solid green light
Internet:Solid red light

Wifi: Solid green light

This happens roughly every 10 mins for a few mins at a time.

 

2. Router: "Intermittent Sync" error frequently

 

3. When there is some internet, on the router front page I see
poor performance of the downlink:
E.g. after 8 mins:

ES=262  (Error Seconds)

SES=43  (Severe Error Seconds)

UAS = 806 (Unavailable Seconds)

SNR Margin is extremely variable ranging from about -1dB to 12 dB

 

I understand that TalkTalk play with the connection during the first 14 days of service, but surely this should not be happening.

 

I received chat help from customer service yesterday, but despite pointing out the above, the operator insisted that checks show nothing wrong with the broadband, and took me through some Wifi "fix" and claimed to have solved the problem which was total nonsense, as the Wifi is fine. They would also only send out an engineer if I agreed to pay and told me I should wait 48 hours before recontacting them.

 

If you can't detect the problem at TalkTalk's end,  please can you send out an engineer to fix this. 

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5 REPLIES 5

Message 1 of 6

Hi beansontoast

 

Thanks for confirming your details.

 

I have arranged the engineer visit for 10/12 PM (1pm - 6pm)

 

Please let us know how you get on following this visit.

 

Thanks

 

Debbie

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Message 2 of 6

Hi beansontoast,

 

Thanks for providing the security information. I've sent you a PM requesting a little more information 


Chris

Message 3 of 6

Hi beansontoast

 

Apologies for the delay.

 

I'm just sending you a Private Message to confirm some details so we can arrange the engineer visit.

 

Thanks

 

Debbie

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Message 4 of 6
Hello Chris,
I don't own a landline telephone so I don't know, but that sounds feasible. Please can you have an engineer come and fix it. The internet light on the router now seems to be permanently red...

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Chris-TalkTalk
Support Team
Message 5 of 6

Hi beansontoast,

 

Sorry to hear that you're experiencing problems with your service. Line test is picking up a potential issue. Are you experiencing any problems with your telephone service, any noise on the line?

 

Thanks

Chris