on 28-07-2021 03:25 PM
After getting no help from the live chat, I have been directed here.
Our internet connection goes down frequently (a few times a day at the moment, but it has been pretty unpredictable for a few years). We have been sent two replacement routers in the last 6 months, but the issue remains. Restarting or resetting the router does not help, the connection just randomly comes back. It has been down all night, and now, most of the day. The internet light is red at present, but sometimes it is flashing green and every device you try to connect says 'no internet connection/limited connectivity'. We are plugged into the test socket and there are no other sockets in the house.
Freedom Fibre have been in the area, and we pledged our government voucher with TalkTalk. We have requested an update on when we will get FTTP installed as our current broadband is useless, but nobody replied. We are working from home, and this is really affecting our professions. Customer support has been dreadful so far - it takes about an hour of online chat for them to go through basic questions, even with a detailed description of the issue, and you would assume, access to your account history.
on 29-07-2021 10:02 PM
Thanks Chris. I accept there is a potential for engineer fees, but given that TalkTalk's own analytics have said there appears to be a fault on the line several times, hope we are not going to be liable. Availability is pretty flexible at the moment, but depends on the particular day due to work schedules. I could be more accurate if you narrow it down to a given week?
on 29-07-2021 09:39 AM
If you'd like us to arrange an engineer visit can you confirm:
I've also sent you a PM to confirm some other details
(please also see our Future fibre availability checker)
on 29-07-2021 08:50 AM
We have regained connection now, but based on experiences over the last few weeks, it will only be a short time until it goes down again. I can confirm nothing has changed with the network setup though.
An engineer visit would be great, thanks. However, can I ask when we are going to get FTTP please? It has been installed in the area and we are on the waiting list, supposedly. However, nobody from TalkTalk replies when we ask for an expected date (it was originally July and that has now passed). If we need to have any work done, it would be nice to just have a new FTTP line put in, since that should be happening soon anyway? We are currently out of contract.
on 29-07-2021 08:16 AM
Thanks for confirming. The line test is now clear. Has anything changed with your set up since your last post/since I last run the line? If the connection is still unstable with 2 different routers then the next step will be to arrange an engineer visit to the property. Would you like to go ahead with this and we can confirm some details with you?
on 29-07-2021 07:45 AM
on 29-07-2021 07:30 AM
Hi Michelle, I'm afraid we no longer have a home phone so I can't answer that. However, it did used to behave like this when he had one, and there was no noise on the line.
We still have no internet connectivity this morning.
on 29-07-2021 07:06 AM
I'm sorry to hear this. I've run a test on the line which has detected a potential fault. Can I just confirm, are you experiencing any issues with the voice service such as noise on the line or no dial tone? If the voice service is ok then please let us know and we can raise this over as a broadband fault to Openreach.
on 28-07-2021 04:00 PM
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), but if more urgent you can always try the Service Centre. The posts are responded to in time/date order, oldest first. Please try to avoid posting on here until TalkTalk have responded to you, otherwise, this will just put you further down the queue.
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