It's happening again

[Ryoma2040]

Our connection once again started disconnecting last night and has done so at least twice this morning as well. Both the download and upload connection speed have not gone above 0.8mbps since then. I've done all of the usual checks already and even turned the router off for around 30 minutes just to be sure.  

[Philile-TT]

I just need to confirm some personal information in order to continue with the engineer booking, please check your private messages.

[Ryoma2040]

Okay. Confirm away.

[Philile-TT]

We've run a test on your line which has identified a line fault that requires a supplier escalation to resolve.

Typically these escalations involve an engineer conducting checks on the supplier network, though occasionally they may need to visit your premises. I’ll need to confirm some information with you before I go ahead and arrange the escalation.

[Ryoma2040]

Okay, thank you.

[Philile-TT]

A line test is currently underway. This checks the equipment used to provide the broadband service to your home - including the exchange, cabinet and line equipment.

This can take up to 6 minutes to complete. I'll let you know if this test finds a fault, otherwise I'll continue with further checks.

[Ryoma2040]

No, it's never switched off.

[Philile-TT]

Do you regularly turn your broadband router off? For example, do you switch your router off at night?
 

[Ryoma2040]

No but it does seem to happen more often when it's raining.

[Philile-TT]

Do you find that your internet cuts out whenever you make or receive phone calls from your landline?

[Ryoma2040]

Yes. And when I check the router's internet settings page, it says "Disconnected".

[Philile-TT]

So, is it safe to say the issue occurs everywhere? 

[Ryoma2040]

Most of the devices in the house use ethernet cables and they are all affected too.

[Philile-TT]

I understand, I need to establish if the problem is a general WiFi or Broadband issue, or if it's potentially a coverage issue. If the problem only occurs in places that may be further from the router, or are blocked by walls, doors or windows, then it's likely the issue is related to the Wi-Fi signal not being strong enough where you experience the problem.

-Issue occurs everywhere

-Issue only occurs in one or some locations

-Issue is not with Wi-Fi

-Issue is with a single device

[Ryoma2040]

It goes off at the router. Flashing orange disconnect light and everything. 

[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?

[Ryoma2040]

No, we don't. 

[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.

[Ryoma2040]

I am, yes.

[Philile-TT]

I will run a diagnostics test on your line. Are you at home currently? 

[Ryoma2040]

Both. It's going off for extended periods and when it comes back on, it's incredibly slow.