Requesting new router

[NatHarry]

We’ve been advised from a recent engineer visit to request a new router as ours was purchased in 2020. We've had drops in connection and more recently, despite download speed showing as ok, the actual download comes out very slow. Please can we have an updated router? Thanks @@Debbie-talktalk 

[Debbie-TalkTalk]

Hi @NatHarry 

Openreach have left notes to advise that they have cleared the fault.

Is everything working ok now?

[Debbie-TalkTalk]

Hi NatHarry

I'm sorry for the delay.

I can see that an Openreach engineer will be investigating this fault this afternoon (appointed visit)

I will check in again with you tomorrow after the engineer visit.

[Debbie-TalkTalk]

Hi NatHarry

Great, thanks for confirming.

I've run a line test and this is detecting a potential line fault so I have passed this over to Openreach to be investigated by a line engineer (external investigation)

I will continue to monitor for further updates from Openreach and I will post back on this thread.

Thanks

Debbie

[NatHarry]

Hi Debbie,

Yes all connected now - are you able to run the connection test from your side to check if it still reports the ongoing fault?

Thanks

[Debbie-TalkTalk]

Hi NatHarry

Is this your socket you have posted? (the photo)

[NatHarry]

Thanks Debbie, the main socket looked a totally different shape to the microfilter connector but it is connected now! Has this helped the situation at all?

Thanks

[Debbie-TalkTalk]

Hi NatHarry

Thanks for your reply.

The little socket in between the 2 screws is the test socket. You can connect the microfilter and router there.

[NatHarry]

Hi team,

Dealt with this for a while but have had more frequent drops in connection over the past week or so with bad download speeds. I need advice on how to access this test socket under the faceplateas there’s just the original socket and the clear plastic bit seems fixed in there?

 Thanks

[Chris-TalkTalk]

OK thanks. Could you try connecting the router to the test socket. You'll need to connect it with a micro-filter. The test socket is accessible by removing the master socket faceplate

Chris

[NatHarry]

Hi Chris,

We have the NTE 5C MK 4. Thanks

[Chris-TalkTalk]

Thanks. Could you take a look at the help article in my previous post and let me know which type of master socket you have

Chris

[NatHarry]

Hi Chris,

There is another socket but this is unusable as there is no power source in the room for the router. Thanks

[Chris-TalkTalk]

OK thanks. Is the master socket the only socket you have in the house?

Does your master socket have a test socket? - Your guide to main phone sockets - TalkTalk Help & Support

Chris

[NatHarry]

Hi Chris,

The router is connected to the master socket. Thanks

[Chris-TalkTalk]

Thanks. I can see that there were connection drops and a high number of errors at times. Is the router currently connected to the test socket as line test is picking up a potential home wiring issue?

Chris

[NatHarry]

Hi Chris,

The latest loss of connection we noticed was at 5:15pm and the router flashed orange, then orange and white. Thanks

[Chris-TalkTalk]

OK thanks. If there are any more disconnection this evening could you make a note of the time and if the router light changes colour. I'll pick this up tomorrow and check the disconnections against the line history

Chris

[NatHarry]

Hi Chris!

Latest one we’re aware of happened approx 9:50 this morning - routinely when this happens, all devices lose connection and the router blinks orange, then white/orange, then resumes connection. This can happen sporadically, maybe once a day or a few times.

Thanks

[Chris-TalkTalk]

Hi NatHarry,

Line test isn't showing any disconnections today, did you notice if the light changed on the router when the connection dropped?

Chris

[NatHarry]

Hi Michelle,

We don’t have access to the voice service.

Thanks