Internet Connection Problems

[Mike_P]

I've been having 'Internet Connectivity' problems (currently 'not connected') since Xmas morning and seem to have run into a roadblock to escalate further via 'My Connection' @support.talktalk.co.uk website. 

Timeline:-

1.  Woke up Xmas day to no connection, also received a text message from TT saying Openreach had advised them of a fault in my area.
2. Just after 14:00hrs connectivity was restored, quickly followed by a text from TT saying Openreach had 'resolved the fault'. Unfortunately this only lasted until around 19:00hrs when the connection disappeared again.
3. Boxing day still no connection so I logged onto the 'My Connection' @support.talktalk.co.uk webpage and ran a line test which confirmed there was a problem and TT opened a case which I could follow in the 'Track My Fault' section.
4. Woke up this morning (28th) to a working connection and another text from TT saying 'the engineer has resolved the issue'. Once again this only lasted until around 13:00hrs then went off again for about 25mins. The connection came back only to last until around 14:50hrs when it disappeared again.
5.  Tried using the 'Virtual Assistant' but they just got me to unplug the router for 20mins which didn't help and I'd already tried that on Xmas evening. They then said they would transfer me to an agent but that was nearly 2 hours ago and nothing's happened. 

The 'roadblock' I mentioned is that I can't run another line test as apparently there's "an ongoing case associated with your account" yet in the 'Track My Fault' section it says "Your fault has been fixed" and 'Status' is "Closed", catch-22.

Currently accessing the Internet with my phone by USB tethering any help appreciated.

[Mike_P]

Hi there @nambuso-TT, yes I am messaging from home where the TT services are installed.

It seems I might of had another disconnection overnight as the DNS servers (amongst other things) stopped responding between 02:00hrs and 08:39hrs. So far my connection has been up (as I type this) a touch over 14 hours which is by far the longest uptime I've had since the initial outage in the early hours of Xmas morning. 

[nambuso-TT]

Hi there @Mike_P. Okay we will look into this for you. Please confirm if you are messaging us from home where the TalkTalk services are installed. Thanks

[Mike_P]

Hi again @amahle-TT, it seems I'm going to have to take you up on your offer as my connection has disappeared again without warning. 😞

Edit :- Aaaand my connection (~20:45hrs) is back as good as ever but for how long this time?

[amahle-TT]

We are glad to hear that; would you like us to look into this issue of dropping connection for you?

[Mike_P]

Hi there @amahle-TT, I tried what @ferguson suggested but it made no difference.

I couldn't login earlier to respond because my login details were no longer being accepted. So I tried using 'Live Chat' and finally got an 'agent' who wanted to run some 'diagnostic checks'. All of the sudden my router light changed to solid white instead of flashing orange and I had a connection again. I'm not sure the agent had actually started to run any checks or it was just coincidence.

Anyway I have a connection (for now, 4th time lucky I hope) albeit a bit slower than normal but maybe that's due to disconnecting and reconnecting the router a few times and it's upset the DSLAM a bit and it will sort itself out in time. I'll post back if I have any more issues I can't sort out, thanks for your time.

[amahle-TT]

Hi there @Mike_P, please confirm, thanks. 

[ferguson]

Have you tried switching your router off for a full 30 minutes before turning it back on again? That can sometimes kickstart a connection. Otherwise, wait until the support team pick this up when they are back online tomorrow.