Re-occurring fault . Losing connection and slow speed

[Dodge08]

I am experiencing the same faults I had around 6 months ago.  My connection drops out around 6 or 7 times a day and over the past 2 weeks the speed has been fluctuating and is now down to 27mbps. When checked on your website it states the status as poor. I have carried out all the checks you ask to be done as I did on previous occasions

[Arne-TalkTalk]

Hi Dodge08

I can see that a credit has been applied for the engineer charge on you latest bill. 

Regards

[Dodge08]

Hi

Just to let you know my speed is still stable after the engineer repaired the corroded connection down the manhole at the telegraph pole . The problem now is that on my latest bill I have been charged for the engineers visit . I am on the understanding that if the fault is outside the house there is no charge . He did not do any repairs in the house, he only came in the house to check the speed at the router. I hope you can sort this out for me please .

Thanks

Dodge08

[Michelle-TalkTalk]

Good morning,

Thanks for keeping us updated. If the speeds does start varying again then please let us know.

Thanks

Michelle

[Dodge08]

Hi

Over the past week my download has been around 33Mbps, There has been no dropping out , the router seems to have made a difference . On Saturday the speed became very erratic ,sometimes dropping to low 20’s, it was up and down all day . Sunday it was steady again. Today so far it’s steady at around 31Mbps. I’m quite happy as long as it stays at a steady speed although it’s still slower than it was 7 months ago which was between 35-40 Mbps..

Thanks again for all your help, it’s much appreciated 

      Dodge08

[Michelle-TalkTalk]

Hello,

How are you getting on?

Thanks

Michelle 🙂

[Michelle-TalkTalk]

Good afternoon,

I'm glad to hear this and we'll check back in with you towards the end of the week to see how you're getting on 🙂

Thanks

Michelle

[Dodge08]

Hi Debbie

Got the router up and running on Saturday , since then it hasn’t lost connection at all. The speed at first was a bit erratic but it seems to have settled down now at around 32 Mbps. A most noticeable thing was the improvement of the wifi reception around the house. I’ll keep monitoring it over the week as I’m not confident enough yet to say it’s a complete fix , but it’s looking good . Thanks again for all your help 

     Dodge08

[Debbie-TalkTalk]

Hi Dodge08

How's the connection been over the weekend?

[Michelle-TalkTalk]

Afternoon,

Ok thank you for the update and we'll check back in with you on Monday morning to see how you're getting on.

Thanks

Michelle

[Dodge08]

Hi,

My son is coming tomorrow to connect and set up the router for me. Unfortunately since the engineer visited and the speed improved its progressively got worse again , connection dropping out frequently and speed getting lower. I’ll see how it performs over the weekend with the  replacement router and let you know

Thanks 

Dodge08

[Michelle-TalkTalk]

Morning,

How are you getting on?

Thanks

Michelle

[Debbie-TalkTalk]

Hi Dodge08

Have you received the replacement router?

[Debbie-TalkTalk]

Hi Dodge08

Thanks for keeping us updated 🙂

I have ordered the replacement router for you, please allow 24-48hrs for this to arrive.

Please let us know how the connection compares with this router.

Debbie

[Dodge08]

Hi Debbie

The engineer came this morning as arranged. He has fixed the fault which was a corroded connection underground. Speed improved immediately, he checked the speed into and out of the router . He said there’s a slight leakage of signal in the router and suggested I ask for a new up to date router which would improve the signal even more . If a replacement is possible I would be grateful. Thanks for all your help. 

         Dodge

[Debbie-TalkTalk]

Hi Dodge08

Thank you 🙂

Debbie

[Dodge08]

Hi Debbie

Thanks for that , I will let you know 

Dodge

[Debbie-TalkTalk]

Hi Dodge08

Thanks for confirming your details.

I have arranged the engineer visit for 10/11 AM (8am - 1pm)

Please let us know how you get on following this visit.

Thanks again.

Debbie

[Debbie-TalkTalk]

Hi Dodge08

I'm just sending you a Private Message to confirm some details so we can arrange the engineer visit.

Thanks

Debbie

[Dodge08]

Hi Debbie

yes I’ve been through all the tests as on previous occasions . The line connection speed to the router is unstable it has been fluctuating for a couple of weeks , this morning it’s been between 29 - 33 Mbps and the current speed test on your website is reading 27 Mbps download and 4 Mbps upload and states Status Poor. I think an engineers visit is needed if you could arrange it please . 

[Debbie-TalkTalk]

Hi Dodge08

I'm really sorry to hear this.

The line test is clear - No faults detected, but I can see re connections on the line.

Just to confirm, have you tested with a different router at the test socket? The next step following this will be an engineer visit to the property.

Thanks

Debbie