Hi, I am unfortunately dealing with MH issues so please bear with me. First time a internet problem like this has happened since joining TalkTalk in 2017. Since yesterday morning my internet connection keeps on dropping then starting again throughout the day and night. I didn't notice it until last night when I went online and kept on getting disconnected, looked at the log and it seemed to have started yesterday morning 19/12/23 at 9:30am. Sometimes it quickly restarts - goes down for 10-20 seconds or so - router flashes white/red then back online again. Sometimes it stays active for a hour or so before going down again.
I visited the my connection talktalk website last night and ran a connection test a few times, all seemed fine, then a speed test and the page showed I wasn't getting the correct speeds though every time the internet would restart this would result in different speed test results, for example last night the last speed test I ran showed all was well and I was getting my normal speeds and everything seemed fine again until net restarted again after a hour or so.
I then remembered once this year and last year we had issues where our home landline phone wasn't receiving calls and the other time no dial tone though the internet was still running great. Each time this occurred I went to the my connection page and selected - "my telephone - check your service is running as you'd expect". Both times this resulted in a fault and the test page/check my fault page updated saying a engineer would be sent to fix this and no one had to enter our home as it was to do with outside and nothing to do within our home so everything was fixed automatically without having to do deal with any stress. So I thought to run that test again (though our home phone seems to be working and it has a dial tone and receiving calls etc) a fault was found though this time it updated with a contact us button though every time I click it nothing occurs. I would prefer chatting to TalkTalk staff on here as I've not had much luck/confusion with chat in the past.
One time a problem just like this occurred many years ago when with BT Broadband, a engineer arrived and all was fine within our home. He went to take a look at the broadband exchange a few minutes near our home and he said someone messed around with the wiring at the exchange/wiring was damaged and he fixed it there and this resulted in the internet working as usual again. I believe this is what has occurred again because the internet was running perfectly up until yesterday morning. TalkTalk router, wiring, cables etc around the house have never been moved or touched and no renovation work etc. Only when I noticed these issues last night I had a look to see if everything is connected well, I turned the router off for 20 mins and turned it back on again though still the same issue. I do not think it is a issue on our end. Router is not connected to the master socket as it would be awkward to do so as there is no where to place it and the master socket is near our front door so every time the door would open the router will get knocked down by the door or wind and it will be difficult entering our home because of this too, I would prefer not to run these master socket tests as last time this occurred with BT it was a waste of time and caused more issues/stress.
It is possible to send a engineer to look at the local exchange to see if anything is going on? Last thing I want is a engineer to enter our home as I have MH issues(can discuss more in PM with TalkTalk staff on why this is a difficult situation for me). Also I don't want a rude engineer to cause me distress or one who has had a bad day to turn up and put the blame within our home and charge us. I am worried about this as we still have I guess somewhat of a old style non NTE master socket/set up which hasn't been changed/updated for decades though always has been working perfectly fine with no issues, thank God. I don't want do deal with the stress on updating to future fibre etc. I don't know if there are specialised engineers that can be sent that understand MH issues? I'm worried a engineer will turn up and look at our old non NTE master socket and just be rude and say you need to upgrade everything as it's old etc even though all wiring/internet has been working perfectly fine for many decades since we got a internet connection back in the dial up days. Again the internet was running normal as usual up until yesterday morning and never any problems, as I said no problems have occurred within our home and it has always been a problem with the local broadband exchange/cabinet near our home.
Fault ref no is - REP-13782907
Sorry for the long message, hoping someone will understand. Hopefully someone can help ASAP!
Thank you.
