Slow Download Speeds, Cutting Out and Crackling on Phone Line

[User-G]

There have been three intermittent problems since around 17 November 2025.

1) The internet keeps intermittently cutting out numerous times a day. It goes down for 2-3 minutes at a time, then it starts working again. I can ping the router (192.168.1.1) when this happens, but not Google (8.8.8.8).  The router uptime remains unchanged, indicating the router had not rebooted. However, the router shows "Current Connection Time, Online for 00:00:00 day(s)", indicating the internet connection had reset itself.

2) The internet speeds are slow most of the time (15-19mbps, when they're normally a reliable 40mbps). Occasionally, it goes back up to 40mbps and I think the issue has been resolved, but it doesn't last and the next day it's slow again.

3) The telephone line often has interference.  I.E. you can hear crackling on the telephone line both over the dial tone and during phone calls.

Turning the router off for 45 minutes did not resolve the issue.

Resetting the router back to factory settings did not resolve the issue (although temporarily the speeds went back up to 40mbps).

Changing my DNS settings to a different DNS provider (Quad9) did not resolve the issue.

When I go to https://www.talktalk.co.uk/help/servicestatus/ it also confirms the slow download speeds.

When I ran a live connection test, it detected a fault on the line and opened a case.

It said an engineer had been sent to the exchange and that the line needs further investigation that requires an Openreach engineer to visit your home. However there was no way to book an engineer.  The "Contact our team" chat button leads to an AI chat bot that ends nowhere. It just says:

"We’re currently experiencing an ongoing incident. Our team is actively working with Openreach to resolve the issue as quickly as possible."

If I try to go further, it just says:

"I'll connect you to an expert who'll help with your enquiry. Please stay connected."

But it never goes anywhere. It just ends in a dead end – with no way to book an engineer or chat with a human.  The chat tool is completely useless.

I called the TalkTalk support phone number, however was unable to get through to anyone. Even when I opted to hold my place in the queue and for someone from TalkTalk to call me back, I never received a call back.

So, I'm at a stalemate and the case will just automatically close again as fixed, when it hasn't been fixed.

Reference number:
REP-16240079

[Philile-TT]

@User-G thank you for the update. 

[User-G]

I've managed to get through to TalkTalk support on the telephone at last and finally have an appointment slot from Openreach.

[Philile-TT]

@User-G no problem, I am awaiting feedback from Openreach they will advise further as stated above the case has been closed as fixed. If you are having issues whilst I am still awaiting feedback, I will run checks on the line. Are you experiencing no internet access at all?  

[User-G]

@Philile-TT wrote:

Just to confirm you have no internet access at all? 

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That's incorrect. They symptoms are all in the original post.

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@Philile-TT wrote:

@User-G a engineer call out was booked and the engineer went to the exchange box on the 29/11/2025 (Saturday) hence I am stating that I will ask for feedback because the engineer closed the case as fixed.

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As per the original post:

"…It said an engineer had been sent to the exchange and that the line needs further investigation that requires an Openreach engineer to visit your home. However there was no way to book an engineer. "

[Philile-TT]

Just to confirm you have no internet access at all? 

[Philile-TT]

@User-G a engineer call out was booked and the engineer went to the exchange box on the 29/11/2025 (Saturday) hence I am stating that I will ask for feedback because the engineer closed the case as fixed. I need to establish what fault was found and then take it from there. 

[User-G]

@Philile-TT 

The internet just cut out again when replying to this post (2025-12-01 12:57), so the issue is still definitely there.

Please re-read the original post again. It was not possible to actually book the engineer visit, the AI chat bot that was supposed to do it would not allow me to book an engineer appointment – it just kept ending in a dead end every single time for days. I was also unable to contact anyone at TalkTalk on the phone. Hence why I'm posting here, as it appears to be the only way I can actually contact TalkTalk to further the open case.

[Philile-TT]

Engineer visit was on the 29/11/2025, I will chat to the team to get an update. 

[Philile-TT]

Thank you for confirming that, I will have a look at your account.

[User-G]

@Philile-TT 

Unless TalkTalk have done something in the last 9 hours to fix it (since 2025-12-01 03:00), then yes I still require assistance because the issue was still occurring then.

Reference number:
REP-16240079

[Philile-TT]

Hi there @User-G please advise if you still require assistance with this? @ferguson @KeithFrench @Gliwmaeden2 thank you stars. 

[Gliwmaeden2]

Contact hours and the link to Chat are here:

https://help-centre.talktalk.co.uk/Billing_and_Payments/Something_else/How_to_contact_TalkTalk_Broad...

Forum staff support is Monday to Friday,  c 7am - 5pm.

[Gliwmaeden2]

@User-G, Live Chat should be available during Sunday, but there's no forum staff support or phone support before Monday. 

Helpful if you fully complete your community forum profile details for Talktalk staff to identify your account. 

Go via your avatar; settings; Personal Information....SAVE CHANGES  once completed. 

[KeithFrench]

That all sounds like a line fault to me. I have asked one of TalkTalk's support team to pick up your thread and investigate it for you.

They aim to respond within 48 hours (Monday - Friday), excluding Bank Holidays, but if more urgent, you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number (TalkTalk Phone or Account number box )and, if possible, an alternative contact number. This can be done by clicking on your Avatar picture and then clicking 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.

[ferguson]

Have you tried connecting at the test socket? Subject to that, if you would like the support team here to look into this for you make sure that your personal details including TalkTalk phone number or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond.