Get expert support with your Fibre connection.
on 01-09-2023 11:33 AM
Hi,
Last night around 12pm, my internet started dropping out every 5-10 minutes. This morning, the internet has stopped dropping out but I’m only getting 90-100mbps instead of 900+. This is the fourth time this has happened in as many months since getting Fibre 900 installed. The other times the problem has randomly fixed itself but takes between 3 days and 2 weeks to do that. To be honest I’m just tired of going around in circles with support and wasting so much time trying solutions which don’t work. This is my last resort before leaving TalkTalk.
Thank you,
Jamie
on 08-09-2023 09:15 AM
Hi Jamie
I'm so glad to hear this 🙂
If you do experience any further issues then please let us know.
I have sent you a Private Message with a link to a short survey for the Community.
Thanks
Debbie
on 08-09-2023 09:11 AM
Hi,
Sorry, I totally forgot to get back to you yesterday. A City Fibre engineer visited yesterday and installed a new ONT. So far it’s seems to have fixed the problem and hopefully it stays fixed this time.
Thank you for the great help
Jamie
on 08-09-2023 07:54 AM
Hi JSH2644
Did my colleague contact you to arrange the engineer visit?
on 07-09-2023 10:05 AM
Hi JSH2644
Thanks for the Private Message.
I have passed your number to my colleague who will contact you today and arrange the engineer visit.
on 07-09-2023 09:42 AM
Hi JSH2644
Please can you send me a Private Message with your mobile number, our Faults Team will need to contact you to arrange an engineer visit.
Thanks
on 07-09-2023 09:35 AM
They may have called but my phone can’t receive calls at the moment so I couldn’t have answered.
on 07-09-2023 09:22 AM
Hi JSH2644
Did you receive a phone call yesterday? (from our Faults Team)
on 07-09-2023 09:21 AM
I contacted support on Twitter/X yesterday but they are taking a long time to reply. I started testing myself as I knew what they would advise after the last few times. I’ve tried a different ethernet cable and reset the router and ONT for 30 minutes. Last time I was also sent a replacement router but that wasn’t the problem. I’m still getting 94mbps upload and download directly from the ONT.
Thanks
on 07-09-2023 07:24 AM
Hi JSH2644
My colleague from our Faults Team has advised that they have contacted you to do some further testing and that you are testing with a different ethernet cable.
Thanks
on 06-09-2023 09:34 AM
Hi JSH2644
Apologies for the delay.
I've requested an update on this fault and I will post back here as soon as I have further information.
Thanks
Debbie
on 04-09-2023 07:49 AM
Hi JSH2644
Thanks for confirming this.
I have escalated this fault to be investigated further and I will post back as soon as I have additional updates.
Thanks again.
on 01-09-2023 03:14 PM
Yeah I’m getting 94mbps upload and download directly to the ONT.
on 01-09-2023 03:06 PM
OK thanks. Could you try connecting a device directly to the ONT with an Ethernet cable, bypassing the eero, and check to see if speed is still low
Chris
Chris, Community Team
Our latest Blog l Share your Ideas l Service Status l Help with your Service l Community Stars l Set your preferences
on 01-09-2023 02:46 PM
About 3-4 hours ago
on 01-09-2023 02:40 PM
Could I just ask when you last tried it?
Chris
Chris, Community Team
Our latest Blog l Share your Ideas l Service Status l Help with your Service l Community Stars l Set your preferences
on 01-09-2023 02:28 PM
I have already tried this but it didn’t help
on 01-09-2023 02:22 PM
OK, thanks for that. Could you switch the ONT and router off for 30 minutes, then switch back on and retest. Please let us know how you get on
Chris
Chris, Community Team
Our latest Blog l Share your Ideas l Service Status l Help with your Service l Community Stars l Set your preferences
on 01-09-2023 02:02 PM
I have added my address
on 01-09-2023 01:55 PM
OK thanks. Could you add your address to the private notes section of your community profile.
Thanks
Chris
Chris, Community Team
Our latest Blog l Share your Ideas l Service Status l Help with your Service l Community Stars l Set your preferences
on 01-09-2023 01:16 PM
City Fibre