Intermittent connection on Faster Fibre

[Brighton21]

My internet connection was down on Sunday. BT Openreach fixed the issue at the exchange, but the problem has returned. I cannot open another case for 5 days or run a line test. Live Chat is with AI annot much help. Please can someone help me book an engineer? Many thanks;

[Philile-TT]

Yes. You can chat with us on Facebook or X. 

[Brighton21]

I am back home at 8pm. Can tests take place at this time?

[Philile-TT]

We may have to pause the case if it is not completed. Our social media page customer services are available till 22:00pm, should we continue and pause the case, or you will wait till you come back and then chat with the team? 

[Brighton21]

I am available now, until 07:50, when I have to leave for work. Many thanks.

[Philile-TT]

@Brighton21 We need to run a diagnostics test. What time can you be available? 

[Brighton21]

I don't appreciate your unsolicited comments about my availability. I pay Talk Talk to provide a broadband connection. It's the responsibility of my ISP to ensure my connectivity and fix faults. If Talk Talk want to pass on responsibility to me, I can find another ISP.

My mother experienced exactly the same intermittent connection issues, until a BT Openreach engineer went to the street cabinet and fixed the fault.

[Gliwmaeden2]

You'll absolutely have to be able to respond during the day whilst staff run checks, @Brighton21.

Nothing will be done out of hours  - they will be back on here from 7am, so hopefully you'll be able to catch their messages.

They'll be asking you to observe router lights, possibly plug in directly at the test socket etc.

They do this to double check that the fault is not caused by eg wiring faults in the home etc.

If the fault is not found to be with Openreach or Talktalk's equipment, you end up paying for the engineer coming out.

Please read the following:

https://help-centre.talktalk.co.uk/Billing_and_Payments/Something_else/Engineer_charges

So the diagnostic checks are done by staff to try to help spare you the cost of an unnecessary call out.

[Brighton21]

Many thanks for your response. I received a text from Talk Talk earlier today stating that the fault has now been fixed, but unfortunately my internet connection as of 23:00 on Monday is down again. Restarting the router does not resolve the issue. I am at home using mobile data from another provider. My daytime availabilty is limited by commitments that I cannot get out of. My connectivity issues will need further investigation please. Many thanks.

[amahle-TT]

Thank you @Gliwmaeden2 .

[Gliwmaeden2]

@Brighton21, you need to keep in touch with the forum thread during the day.

Staff support is only within the hours of 7am - 5pm, Monday to Friday, and they will need you to be at home while they run tests etc.

[amahle-TT]

Thank you for your time and patience, I have checked on my end and there no engineer notes it only states that the fault has been cleared.

I apologize but it seems like we have to run further checks to get this resolved. Kindly confirm if you are messaging us from home, thanks.

[amahle-TT]

Hi there @Brighton21, we are sorry to hear this and I will look into it for you, thanks.