Unusable and unreliable connection

[SJTSJTSJT]

Hello,

I have an account (Fibre 35 plus TV) for my elderly mother's house and she is having real problems with it. The connection drops several times a day and the upload speed is rarely above 0.2mbps.

Is there anything that can be done to improve things as it's proving extremely distressing for her when her television stops working because the connection stalls.

Thank you.

[Michelle-TalkTalk]

Morning,

How are you getting on, has the replacement router arrived?

Thanks

Michelle

[Chris-TalkTalk]

Hi SJTSJTSJT,

I've ordered a router to test with, please let us know how you get on

Chris

[SJTSJTSJT]

I'm willing to try anything to get it working more reliably, so yes please. Thank you.

[Debbie-TalkTalk]

Thanks for confirming @SJTSJTSJT 

Would you like me to send a replacement router for testing so we can rule this out?

[SJTSJTSJT]

Hello, yes it is - the landline number is the line for the account.

[Debbie-TalkTalk]

Hi @SJTSJTSJT 

Is the telephone number in your Community Profile the number for the line in question?

[SJTSJTSJT]

Thank you for responding. I'm not sure when the router was last replaced. We had issues with the connection in the past and an Openreach engineer came out, but the problem has got steadily worse. 

Just to clarify, this is to all intents a purposes my account (it's in my name and I pay the bill, it's just at my mother's house).

[Debbie-TalkTalk]

Hi @SJTSJTSJT 

I'm really sorry to hear this.

The line tests are clear - no faults detected.

When did you last receive a replacement router?

[Gliwmaeden2]

Staff will need you to have completed the Private Notes section of your profile area, @SJTSJTSJT, with full details for your mother.

Sometimes you need PoA or at least Nominated User status to speak on behalf of relatives. 

Forum staff will be back after the weekend. 

Meanwhile support is available as listed here:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

To complete Private Notes, please go via your avatar; settings; drop down menu...Personal Information should contain YOUR details. Private Notes is in the area towards the end of that section. Fill it with your mother's name, address, Talktalk number,  fallback (mobile/contact) number,  account number. 

Scroll down to find the SAVE CHANGES button. 

[KeithFrench]

Hi @SJTSJTSJT 

I have asked one of TalkTalk's support to pick your thread up 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.