Intermittent dropouts most days

[LetsGoPackers]

Hi there

I have 2 issues. My connection drops out almost every day - often for multiple times. To rectify I usually have to reset the power to the router or even do a 20 min reset.

Problems have persisted for a while now, so used the online chat numerous times. Last year, there was suggestion to use a mesh but more recently the advice was to not unplug. While the operative was polite, he was not especially helpful in looking to resolve my problems. 

Secondly - I am paying for Fibre 250, but this is just an imaginary number these days. I am sure the speeds were close to this a few years ago. More recently however, the internet speed is well down on expected and below the guarantee. Your website recently shows 103mps-117mps vs a guaranteed 136mps. My own tests show around 93mps. 

Any help would be great.

[Debbie-TalkTalk]

Hi LetsGoPackers

No problem. Please let us know how you get on.

Thanks

Debbie

[LetsGoPackers]

Thanks Debbie. Speed went from <90mbps to >300 so there was a big problem somewhere.

Appreciate the assistance

[Debbie-TalkTalk]

Hi @LetsGoPackers 

I'm glad to hear that the speed has increased.

I can't see that a router has been ordered so I have ordered this for you. Please allow 24-48hrs for this to arrive.

Please let us know how you get on.

Thanks

Debbie

[LetsGoPackers]

OK - the engineer was able to resolve the low speed issue through a series of measures. Back up to full speed now. 

The intermittent drop offs he thinks are related to a faulty wifi hub and has requested a new one be sent out to me. Will this be automatically enacted or will I need to contact TalkTalk myself?

Thanks for the help on this, hopefully we are close to fully fixing the issues

[Chris-TalkTalk]

No problem. Yes the engineer will be aware of the issues

Chris

[LetsGoPackers]

Thanks for your assistance. 

Will the engineer be aware of the problems and the results of your investigations? 

[Chris-TalkTalk]

I've booked the appointment for tomorrow afternoon - December 06 2024, PM - please let us know how you get on

Chris

[Chris-TalkTalk]

I'll book the engineer and get back to you with the details

Chris

[LetsGoPackers]

OK great - tomorrow afternoon would work. Thanks

[Chris-TalkTalk]

We can usually get an appointment next working day or the working day after, are you available tomorrow afternoon if it's available?

Chris

[LetsGoPackers]

Hi Chris 

Well hopefully there is no charge but yes I agree.

Depending on timeframe, afternoons probably best.

Thanks

[Chris-TalkTalk]

OK, can you confirm:

• That you accept potential Engineers charges
• Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

Thanks

Chris

[LetsGoPackers]

Yes please, that would be much appreciated

[Chris-TalkTalk]

OK, to investigate further we'll need to arrange an engineer visit, if you'd like us to do this please let us know and we'll confirm some details with you

Chris

[LetsGoPackers]

Thanks Chris

Yes plugged in directly, it looks most like NTE 5C MK 4 as per the link provided.

Nothing has changed in the setup over the years. Leaving aside the connection issues, the speed is well down from what I've had before.

Don't know about the phone line, seems fine but is very rarely used. 

[Chris-TalkTalk]

Thanks for updating your profile. Line test is passing but your connection looks very unstable and speed is low. Is the modem connected directly to the test socket at the moment? - Your guide to main phone sockets - TalkTalk Help & Support

Are you experiencing any problems with your telephone service?

Chris

[LetsGoPackers]

Hello Chris / Talk Talk team

Any updates please on this? I have had more than a 12 outages today.

Thanks

[KeithFrench]

It does sound more like an unstable connection. That is impossible for any mesh network to fix.

[LetsGoPackers]

Thanks Chris - updated profile as requested.

Lots of problems this morning - 4 drop-offs in the past 90 minutes, so would appreciate your help.

[Chris-TalkTalk]

Hi LetsGoPackers,

Can you also please update your community profile to include your:

• Name
• Telephone number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Chris