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.  

[angelique-TT]

Hi there Ryoma2040. We're sorry to hear this. So just to confirm at the moment are you experiencing slow speed or a dropping connection issue? 

[Ryoma2040]

Internet went off for about an hour today. Now I'm back down to this.

[sabelo-TT]

Pleasure mate. 🙂

Should there be anything else you would like for us to further assist you with regarding your connection or account, don't hesitate to let us know as we will get to the bottom of the matter. 

Take care. 

[Ryoma2040]

Fantastic. Thank you very much.

[sabelo-TT]

In simple terms @Ryoma2040, 

After conducting minor checks on your line, I have detected a fault at your local exchange currently affecting your broadband services. To further resolve this I have arranged an engineer to head direct to your local exchange within 24-72working hours to resolve this issue. 

Should the engineer require to conduct further checks in your home, they will reach out to you about this using the mobile number registered to your TalkTalk account. This also includes sending over a text once the issue has successfully been resolved for you. 🙂  

[sabelo-TT]

@Ryoma2040, thank you for confirming this as I do apologise for any difficulties faced by this issue. 

Please note that We've run a test on your line which has identified a line fault that requires a supplier escalation to resolve. Meaning so, I will be 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.

[Ryoma2040]

It's the actual connection, not the WiFi. The connection drops on the router.

[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.

[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]

Yes, it's off more than it's on at the moment. The speed is still incredibly slow and the phoneline sounds terrible.

[Philile-TT]

Just to confirm you are experiencing a dropping in connection? 

[Ryoma2040]

I am, yes.

[Philile-TT]

Hi there @Ryoma2040 I will help you with this. Are you currently at home where the services are installed? 

[KeithFrench]

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday), excluding Bank Holidays, but if more urgent, you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.