Recurring fault on fault tracker

[Sam2135]

Hi,

The line check in service centre finds a fault every few days and then it disappears, however fault returns.

My internet cuts out sometimes only for a split second it seems, sometimes for a few minutes.

In general in the last month it has been a less stable then it ever has.

Thanks

[Debbie-TalkTalk]

Hi Sam

No problem 🙂

We will keep you updated.

Thanks

Debbie

[Sam2135]

thats great thank you for the update

Sam

[Debbie-TalkTalk]

Hi Sam

The fault has been assigned to a line engineer this morning so we should hopefully have additional updates later this afternoon.

Thanks

Debbie

[Debbie-TalkTalk]

Hi Sam

Apologies for this.

I have passed this straight over to Openreach to be investigated by a line engineer. We should receive further updates from Openreach within the next 48-72hrs.

I will continue to monitor for further updates.

Thanks

Debbie

[Sam2135]

Hi,

Me again, recieved the package in less than 24 hours so thanks for that.

I have had the router in for the last day or so however still getting the same half speeds with some instability.

I have used the new router cables and filter from the test socket.

Also tested the speeds with just one wireless device and one wired device seperately on the new setup and still same speed.

Thanks

Sam

[Debbie-TalkTalk]

Hi Sam2135

Thanks for your reply.

The router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

[Sam2135]

oh yes thats correct.

Many thanks

[Debbie-TalkTalk]

Hi Sam2135

I will send the router to the address linked to the telephone number in your Community Profile. Will this be ok?

[Sam2135]

you have my address? 😁

[Sam2135]

Hi,

Yes can I try the Sagemcom Hub then please.

Thanks

[Debbie-TalkTalk]

Hi Sam2135

I can send a Sagemcom hub or a Huawei WIFI hub and this will be boxed with new cables and filter.

Thanks

[Sam2135]

hi, 

I am up for trying a replacement router will it come boxed with new cable and filters?

Also  will it be the same super router or whatever it is I have now?

Many Thanks for your help

[Debbie-TalkTalk]

Hi Sam2135

Thanks for your reply.

Would you like me to send a replacement router for testing first?

The next step following this will be an Openreach engineer visit to the property.

Thanks

[Sam2135]

hi,

it is connected to the test socket and has been since yesterday.

thanks

[Debbie-TalkTalk]

Hi Sam2135

I'm really sorry to hear this.

The line test is detecting a potential fault towards the property.

Is the router currently connected at the test socket?

Thanks

Debbie

[ferguson]

OK cool, as I said let's see what the support team have to say. 

[Sam2135]

no, we dont use the phone a lot but when it is used i havent noticed it effect the internet and its not that causing the disconnects that i get from what i can see.

Dial tone is normal and no noticable noise on the line.

Cheers

[ferguson]

I should also have asked: are there any issues on the voice side at all, such as noise on the line?

[ferguson]

OK, thanks for testing. Please await further advice from the support team when they are back online from Monday.

[Sam2135]

yes it does, thank you.

it has not impacted on the issue though unfortunately.