29-11-2021 05:06 PM - edited 29-11-2021 05:08 PM
Since September 2020, off the back of an issue that required several visits from Openreach, service has been nothing but exceptional with sync speeds of 79999kbps.
However, storm Arwen hit, the internet has not been stable whatsoever. When I go into the settings of the wifi hub I am greeted with a minus noise margin, VDSL connection dropping and the flashing amber light from the wifi hub. This happens several times an hour. I am resorting to using a personal hotspot and am typing this post on my laptop.
What's weirder is my neighbours are reporting stability issues but doesn't affect neighbours who use Virgin Media. I had a new wifi hub and tested with that and the issue still occurs. My neighbours have said that the connection drops once or twice daily. I don't know what to make of this but stated it here just in case it's relevant.
I had this issue in August 2020 (Fibre connection dropping) which required several visits from Openreach. The conclusion I had for the root cause was very different and incorrect. After several visits and finger-pointing by both TalkTalk and Openreach, the Openreach engineer advised that it was the weather at the time which was very rainy for August and did something on the line.
Other than waiting for the storm/snow to clear and seeing if there is an improvement, is there anything that can be done? My family need internet for work/study and the household cannot rely on personal hotspots.
on 07-12-2021 06:55 AM
on 03-12-2021 01:14 PM
It is straightforward to replace a faceplate if there are no extensions running from it.
Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.
WEAR A MASK - WASH YOUR HANDS - SOCIAL DISTANCE
on 03-12-2021 06:02 AM
Apologies for this. It has always been the case that the face plate is classed as your own equipment. Do you have extension sockets wired to the face plate?
If you would prefer to purchase a replacement yourself then this could be an alternative option to an engineer visit.
on 02-12-2021 06:38 PM
@Debbie-TalkTalk You have been very helpful but with all due respect, you must be kidding me right?
There is no evidence of damage to the faceplate. I have been honest throughout and surely if it is classed as "own equipment" then I should be able to sort a replacement or be advised where to get a replacement from. I should also be able to access instructions on how to replace a faceplate.
I have had Openreach replace the faceplate at no charge twice in the last 3 years. The engineer advised that some faceplates are prone to failure.
As I don't have any extension sockets, I can just leave the microfilter connected to the test socket without any problem.
Prices don't look half bad on eBay. I'm assuming it's a £65 charge from Openreach. Must be having a laugh!
on 02-12-2021 06:06 AM
Thanks for keeping us updated.
Just to advise, the engineer visit would be chargeable as Openreach only maintain the line up to the test socket.
The faceplate is classed as your own equipment.
on 01-12-2021 03:23 PM
I have been using the test socket since yesterday. Other than a disconnect in the early hours of the morning (2AM) which I'm assuming is just the usual resync, it's been rock solid and am getting good speeds. (I'm not going to complain about losing around 6mbps)
Can an Openreach visit be arranged for sometime late next week so that work can be done on the master socket, please?
on 30-11-2021 01:41 PM
on 30-11-2021 01:39 PM
Let's see if it remains stable. I will provide an update tomorrow afternoon. If it is stable then we know it's the master socket and a visit can then be arranged.
on 30-11-2021 01:26 PM
on 30-11-2021 01:22 PM
30-11-2021 01:16 PM - edited 30-11-2021 01:20 PM
It's been an hour and it's pretty stable for now to be honest. The router being used is another router @Chris-TalkTalk
I will leave it for now and see if it drops out. If it doesn't then we know what the issue is ( pre filtered master socket).
If it is the pre filtered master socket I'm assuming its going to require an openreach visit - Is this correct?
on 30-11-2021 12:30 PM
on 30-11-2021 11:43 AM
I am using the talktalk wifi hub and it is connected to the test socket with a filter, it was hard to find but found a filter in the end in the original box the hub came with. Internet is back on now so will see if this works.
on 30-11-2021 10:50 AM