No internet since 7/2/23 - Fault reference number REP-12481156

[Potlucky]

The saga  started over the weekend with intermittent disconnections. Internet completely cut off since 7/2/23. Spent couple of hours on chat with John who recommended an engineer visit. Booked for yesterday - no one turned up. I am not sure what to do. Please see attached fault line. . I have a Super router that is a few years old. Can any one help expedite  or suggest options please? We have medical teams in house that need internet access for continuity of patient care.

Thank you in advance.

[Chris-TalkTalk]

Hi Potlucky,

I've booked the appointment for tomorrow afternoon (February 15 2023, PM) please let us know how you get on 

Chris

[Potlucky]

Sorry here is the speed screenshot

[Potlucky]

Dear Chris

Thank you

I confirm acceptance of engineer chargers if fault is on my side!

Someone will be home both am and pm. ( Prefer Tuesday am or pm, Wednesday pm, Friday pm)

I have sent my contact telephone no in private message for confidentiality.

Please attached speed after disconnecting everything except the computer connected to router

Kind regards

[Chris-TalkTalk]

Hi Potlucky,

If you'd like us to arrange an engineer visit can you confirm:

• That you accept potential Engineers charges
• Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.
• Confirm your mobile number

I've also sent you a PM to confirm some other details

Thanks

Chris

[Potlucky]

After disconnecting everything from router - no change in speed. Please arrange for engineer visit asap.

Kind regards

[Potlucky]

Speed kept slowing down and I had to restart router to get it back like. Please see speed history 

[Potlucky]

Hi Debbie

Plugged in new router and got connected! 🙏. Speeds are still low and high ping. Please check test results on account. I'm wondering if there could still be problem with line/ master socket. I would be grateful if you could kindly get tests run again and arrange for engineer visit if indicated to improve the speed to guaranteed level.

Kind regards

[Potlucky]

Sorry to bother you again!

I tried connecting a different router from a friend to the test socket and getting 12 mbps download 0.3mbps upload and ping 506ms.

Repeat test with my current modem connected to test socket shows  9 mbps download 3 mbps upload 

Could the problem be in the line/ Master socket ?

I would very much like an urgent engineer visit please to get it sorted.

Hope you have a good weekend.

Kind regards

[Debbie-TalkTalk]

Hi Bernard

Thanks for your reply.

The router is on its way, please allow 24-48hrs for this to arrive.

Please let us know how you get on.

Thanks again.

Debbie

[Potlucky]

Hi Debbie

Appreciate your prompt attention.

yes the router is connected to master socket. I have disconnected everything else to make sure. 
I think it is the router. I would be grateful if you could kindly arrange to send a new router asap please.

kind regards

Bernard

[Debbie-TalkTalk]

Hi Potlucky

I'm really sorry to hear this.

Can I just check, is the router currently connected at the test socket?

The line test is detecting a potential fault towards the property. Would you like me to send a replacement router first so we can rule this out?

Thanks

Debbie

[Skynet_TX]

Hi @Potlucky,

The support team here on the community will be back in the morning and will be able to look into this for you. They will be able to arrange a new engineer appointment if required.