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.

[Philile-TT]

No worries:) If you need any assistance, please feel free to reach out to us. We're more than happy to help. Thank you for contacting Talktalk, and have a wonderful day.

Goodbye!👋

[Mike_P]

@Philile-TT, thank you for your time on this issue.

[Philile-TT]

Line testing reveals an issue on your line that needs to be fixed by an Openreach Engineer. The engineer will investigate, typically this will be completed within the next 2-3 working days.

Openreach will contact you via a text message with details of the engineer working on your fault on the day the work begins. This includes when they are travelling and when they start working to resolve the fault.

This is a non-appointed visit, which means they'll only be working on the Openreach equipment between your home and the exchange. They will confirm once they have completed their work.

Assuming the problem is outside of your property, the engineer won't need access. However, if the engineer doing the investigation determines that access to your property is necessary, you will be informed via SMS or email and asked to schedule a time that works best for you. If this occurs, we advise getting in touch with us right away to book the engineer appointment.

[Mike_P]

@Philile-TT yes understood, thanks.

I'm reasonable sure it's a network issue as when I do have a connection it's solid, speeds/pings/jitter/packet loss are all good. it's not like I have an erratic connection that gets so bad that it drops.

The router seems to be ok, not overheating or anything, in fact the last period of uptime I had was the longest (15 hours up) since the initial 'fix' on Xmas day. 

My line is quiet no crackles when listening to the handset (I'm on Fibre65 so FTTC) and when I do have a connection the router is syncing pretty close to the max which seems to be 80Mbps down and 20Mbps up. I get about 95% of that in actual real world usage on the net.

[Philile-TT]

We're booking an Openreach engineer to investigate any issues within the network that may be affecting your service

The engineer is unlikely to need access to your property, so you don't need to be home and if this is confirmed as a fault in the network by the engineer won't be charged.

If the engineer can't find an issue in the network, they may need access to your home to complete further checks, they will try to call and arrange this on the contact number you have provided.

If they can't reach you, don't worry, you will receive a text from us to arrange for an appointed engineer to visit your home.

Please note that terms and conditions for an appointed engineer differ so please pay attention to this if your engineer type changes.

Do you understand this information?

[Mike_P]

@Philile-TT yes I woke up Xmas morning to no internet and a text from TT saying that Openreach had advised them of a problem in my area and were working to resolve as quickly as possible. Connection was restored ~14:00hrs Xmas day but since then I've problems. The connection stays on for a few hours then goes off for a few hours. 

[Philile-TT]

Just to confirm the problem started Christmas day? 

[Mike_P]

@Philile-TT yes either the landline or mobile numbers on the account will be ok. 

[Philile-TT]

Do you have a mobile number you can provide us so we can contact you if needed? Can I use the number that is registered on the account? 

[Mike_P]

@Philile-TT it's not a wifi problem, TBH I hardly use it anyway, it's the actual wired ethernet connection that disappears. 

[Philile-TT]

Does the problem occur everywhere you try and use the WiFi, or just in certain parts of the house - for example upstairs, or outside the house?

[Mike_P]

@Philile-TT, no I don't, thx.

[Philile-TT]

Do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector.

[Philile-TT]

Okay, I will run a test for dropping connection. 

[Mike_P]

@Philile-TT yes I get a complete loss of internet.

As I was typing this reply, my connection has started working again (11:58hrs) and as solid as it usually is when up. It's almost like someone (or something) is switching it on and off (mostly off) at the exchange! 

[Philile-TT]

@Mike_P at the moment it complete loss of internet, correct? 

[Philile-TT]

Okay I will go ahead and complete the diagnostics. 

[Mike_P]

Hi @Philile-TT, I'll be available all day for any tests. 

Lost connection again at 00:01hrs today and it's still down, currently accessing the Internet with my phone by USB tethering.

[Philile-TT]

@Gliwmaeden2 thank you. @Mike_P Kindly let us know when you are available to complete the diagnostics. 

[Gliwmaeden2]

@Mike_P, you'll need to be at home to run tests any time during the day when staff are on here, as they'll need you to be actually there at the time. So: c 7am - 5pm Monday to Friday, but not Bank Holidays / weekends.