No sync for days

[Polonium]

Hi,

Our TalkTalk hub has failed to sync since 22nd December (flashing broadband light).

We've tried a few other microfilters (one was unused in packet) and replaced the cable between the filter and the hub/modem but there doesn't seem to have been a difference. It's also plugged into the test socket.

The phone works as normal but we think there's sometimes some crackles on the line.

[Chris-TalkTalk]

That's great, thanks for letting me know

Chris

[Polonium]

Hello Chris.

After resetting the router, as you suggested yesterday, the upload speed has remained about the same at 6 but the download speed is now at 49, showing a considerable improvement.

Thanks very much for your help 

[Chris-TalkTalk]

Could you switch the router off and leave it off for at least 30 minutes, then switch back on and retest. Please let us know how you get on

Chris

[Polonium]

Hi Chris,

The different line and new router have given a more reliable connection. Speeds remain low at typically 16 down and 6 up (ethernet and WiFi). I have returned the old router.

[Chris-TalkTalk]

Hi Polonium,

Thanks for the update, has there been any improvement since your last post?

Chris

[Polonium]

Hello. The Outreach engineer visited as arranged and confirmed a land

line fault. He connected us to another line but we still have noise on the line and no improvement in speeds, typically 16 down and 6 up. The engineer said that Outreach have some scheduled work in this area. Do know what this is, when it is and whether it will improve my service? In the meantime I consider the matter to be unresolved and ongoing.

Regards

[Chris-TalkTalk]

Hi Polonium,

I've booked the engineer for tomorrow morning -  January 11 2024, AM - please let us know how you get on

Chris

[Chris-TalkTalk]

Hi Polonium,

I'll book the engineer now and get back to you with the details

Chris

[Polonium]

Hello, can you please con firm that i will get an engineer visit tomorrow morning Thursday 11th Jan

Thanks

[Polonium]

Sorry, I've just been told Wednesday (tomorrow) isn't possible. Thursday onwards is good. Thanks.

[Chris-TalkTalk]

We can usually get next working day so would you like us to book tomorrow morning if it's available?

Chris

[Polonium]

Hi. We're okay with possible charges and would like an AM visit. Any day is fine.

Thanks.

[Chris-TalkTalk]

OK, if you'd like us to arrange the 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.

Thanks

Chris

[Polonium]

Yes, please. 🙂

[Chris-TalkTalk]

OK, the next step will be to arrange an engineer visit. If you'd like us to do this please let us know and we'll confirm some details with you

Chris

[Polonium]

Yes, still connected to the test socket. There are no extensions from the master socket anyway.

[Chris-TalkTalk]

Hi Polonium,

Is the router and telephone currently connected to the test socket? - Your guide to main phone sockets - TalkTalk Help & Support

Chris

[Polonium]

Hi there,

My father has connected up the new hub and reports that they now have internet but they're still experiencing disconnections. Their speedtests (through ethernet) also seem a little slower at around 27mbps down and 5mbps up (previously closer to 40). They're also hearing more noise on the line through the telephone.

Any more ideas?

Thanks.

[Debbie-TalkTalk]

Hi Polonium

Thanks for your reply.

The router is on its way, please allow 48-72hrs for this to arrive.

Please let us know how you get on.

Debbie

[Polonium]

Hi Michelle. Thanks for your quick reply.

We don't have any other modems to test so if you could send another, that'd be great.

Thanks.