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Persistent connectivity issues

ultrannaise
Popular Poster
Message 10 of 10

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. 

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9 REPLIES 9

Message 1 of 10

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?

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Message 2 of 10

Hi ultrannaise,

 

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.

  •  

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

 

(please also see our Future fibre availability checker)


Thanks

Chris

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Message 3 of 10

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. 

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Message 4 of 10

Hello,

 

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?

 

Thanks

 

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Message 5 of 10

It is, yes. I restarted it about 5 minutes ago, in case you are about to run any more tests? Internet light is red.

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Message 6 of 10

Hello,

 

Ok, no problem. Can I just confirm if the router is connected to the test socket at the moment?

 

Thanks

 

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Message 7 of 10

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. 

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Michelle-TalkTalk
Support Team
Message 8 of 10

Hi ultrannaise,

 

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.

 

Thanks

 

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KeithFrench
Community Star
Message 9 of 10

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.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they?