Broadband keeps dropping off

[Gantocks]

Hi there, Need some help.

I have spent 5 hours on "Live Chat" with "Experts" over this issue

Speed when I have it is good. However I get "Connection Unavailable" on my 2 Iphones. My Echo Dot stops playing Radio and then comes back on. My television starts buffering and that is connected by Ethernet. I get DNS issues with webpages and Pages fail to render.
I have had 3 replacement Eero6 routers.
Surely somebody, other than "Live Chat technical experts"  know how to fix this. It started on the 4th of August
I was given an appointment for City Fibre to check the cable on Thursday nobody came to the property but I was told they had checked the cabinet and everything was ok.

- 9:01
Nobody has been from City Fibre yet I get this text from you. TalkTalk Update: Hello, following on from your recent fault, we have received confirmation from City Fibre that the fault is now fixed. If you're still experiencing problems, please reach out to us using this link, support.talktalk.co.uk. Thank you. Your TalkTalk Team.
Richard

Everything is still the same. I have Packet loss 22% and above coming to the property ONT

Packet Loss

I also have downtime
Downtime
I also have RX Jitter in excess of the MTJ
RX Instant Jitter and downtime packet loss


Technical Support have transferred me to Loyalty 3 times 

Connection has dropped 11 times whilst writing this

Drop off and Packet loss

Nothing has been fixed.

cheers Richard

[nambuso-TT]

You will be through to an agent.

[Gantocks]

Cheers 

Is that a Live Chat or do you get to talk to somebody 

Richard

[nambuso-TT]

Alternatively, you can use the below future fibre chat link:

https://community.talktalk.co.uk/t5/FutureFibre/bd-p/FutureFibre

[Gantocks]

Hi Angelique

Thanks for that

Message is “This number is accepting calls at present “

regards Richard 

[angelique-TT]

Thank you for the support @KeithFrench 

[KeithFrench]

The light going Red signifies that the gateway eero has lost connection with the internet. As @angelique-TT has said, the only way to resolve this is to contact the Full Fibre helpdesk.

[angelique-TT]

The provided number is for direct full fibre support. 

[Gantocks]

Hi sabelo, Good Morning.

Does this a number connect, directly, to a real person without having to select options first.

i.e a dedicated line for Fibre Support only?

Have you used the number to get directly to a human without "Live Chat"?

If it is a case of selecting options, to speak to a human, can you tell me which ones please so that I get it right.

I have a hospital appointment this morning so I will give it a go when I return

Thanks for your advice

Richard

[Gantocks]

Hi Last night,  According to "Technical Support" the Cable had been checked. Two new Eeros installed and we get this.

Hardly an issue with my devices. Nothing coming in at all.

Same this morning everything disconnects

OfficeLounge

This Morning's RX Packet loss 73%

REx and TX packet losses

Richard

[sabelo-TT]

@Gantocks, I think this matter will need the intervention of our Fibre specialist team. Kindly get in touch with them using 03451720074 Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed

[Gantocks]

Hi,

Both Eeros are showing RED packet loss up to 82%

25/08/2025 22:22:04

5s

up

34.21...46.19/150.00Mbps

49.94...58.78/100.00Mbps

54.3...54.3ms

100.0...100.0%

0.1...0.2%

43.2...47.1

1.1...1.1

42.1...71.9ms

76.9...124.1ms

13.8...30.6ms

12.9...17.6ms

RX packet loss occurs when a network interface or router is unable to properly process or buffer incoming packets, leading to them being dropped. Common causes include network congestion, faulty hardware (cables, ports, NICs), misconfigured network settings like duplex mismatches or MTU issues

RX Packet loss

cheers Richard

[Gantocks]

Hi Ferguson, Yip at least I am not going mad.

I cannot see how it is in TalkTalk's interest to try and fix it by sending me 4 different Eero Routers.

I may be 74 but even I can figure out it is not that.  Then to tell me that all 6 devices have developed the same fault at the same time beggers belief.

Nobody from City Fibre has visited my property the check the output of the ONT .

15 years a customer and over 6K paid to them and nothing.

regards  Richard

[ferguson]

OK, I tried it again and got the same as you. I promise it was different earlier though, very confusing!

[Gantocks]

Hi Ferguson I don't get that option. Calling the same number as you0345 172 0088

Did as you said Select 3 - Technical  help - say broadband connection problem - confirm it 

I am then asked if I am within 28 days of my Go Live date select 1 or 2. I select 2, as I am not, and then get told I will be sent a message Ferguson.

Richard

[ferguson]

Ignore the option to press 1 for a text.

[ferguson]

You are given a series of options:  first, which service you need help with; then confirm your number; then a number of others, wait until you hear "If you need technical help, press 3." Are you not getting these options? Are you calling 0345 172 0088 as advised by Amahle?

[Gantocks]

Cheers Ferguson I tried that, 0345 172 0088, I got 5 options, pressed 3, said broadband connection problem, confirmed it.

I was told they have changed the way they do things. We will send you a message. End call

Twice now mate

What number and option did you use if you don't mind me asking?

regards  Richard

[Gantocks]

Hi 

amahle-TT

Preview

amahle-TT

Preview

HI amahle-TT

You did not tell me what option you selected speak to a person. Or are there none?

regards  Richard

[ferguson]

@Gantocks 

I was frustrated on your behalf at reading about not being able to get through on the phone, so I thought I would make a test call myself. I selected the option for technical support and then did not take up the offer to get a text message. I was then asked to explain in a few words so I said "broadband connection problem" and confirmed when asked. I was connected to a real live agent within moments. I explained the nature of my call and happily he was absolutely fine about it. So I honestly  don't understand why you are finding it so difficult. 

[nambuso-TT]

Hi there I can see that on the above thread you included your account number, kindly remove it as this is a public platform. Thanks