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

[KeithFrench]

Hi @Gantocks 

Reading a few of the posts on here, is this another case of the FF Helpdesk's diagnostic procedure of telling you to upgrade? That fixes nothing and I already have another case that I am dealing directly with the manager of the team on here. If needs be, I'll add yours to it as well.

[KeithFrench]

Hi Guys,

You can't directly pass this to CityFibre yourself;  you must contact the Full Fibre Helpdesk, which I am sure that you have done already.

[Gantocks]

Hi Ferguson,

I thought that was what nambuso was doing last week?

The "Experts" just keep passing me to "Loyalty even after losing the connection on Live Chat

cheers  Richard

[ferguson]

OK, well if the connection directly at the ONT is slower than it should be then this clearly needs to be escalated directly to City Fibre. 

[Gantocks]

 

Hi Ferguson Cheers 

I did that the readings are in the Continuous Line test that I posted

I went through it on live chat with the “Experts” three times. Twice they passed me through to “Loyalty “ mate.

The connection kept dropping when I was on to them

”Connection Unavailable”

cheers. Richard

[ferguson]

---

@Gantocks wrote:

Hi Ferguson What equipment should I have to do that

---

A PC/laptop with an ethernet socket, or suitable adapter. 

[Gantocks]

Hi Ferguson What equipment should I have to do that

I waited all morning two weeks ago for a visit from City Fibre to come and check the line.  only to be told that, supposedly, someone checked the cabinet somewhere and everything was OK

Which it is not. You can see all the readings I have posted

Nobody has checked the Open Network Terminal in the last 3 weeks 

cheers Richard

[ferguson]

Have you tried a wired test directly to the ONT? 

[Gantocks]

Hi nambuso

Have you heard anything I have not heard a thing yet.

Using the Eero " Run Speed Test app   98Mbps/150Mbps and never get any higher. I pay for 150 Mbps and have 2 New Eero routers.

Connection still drops off.  Should I reduce my Direct debit by 30%? till the rectify the faulty service.

Or should I ignore the request for payment as they ignore the request to fix the service?

Just asking you nambuso because everyone else seems to be deaf, not having a go at you.


Eero App Speed test
regards  Richard

[Gantocks]

Thank you nambuso,

Nothing has improved, just so you are aware nambuso.

Speed is much lower than it should be using your speed test.

Speed today

regards Richard

[nambuso-TT]

Thank you very much for letting me know. I will do a follow up on this and message you once I have some feedback. Thanks

[Gantocks]

Hi nambuso, thanks for doing that although I have heard nothing from them as yet.

Not a good day yesterday so I could not respond then.

What I have done is :-
1. Deleted the network
2. Deleted my account with Eero
3. Deleted the app from my phone and all data.
4. Removed My phone from wireless
4. Deleted my Wife's phone from wireless
5. Removed my Firestick from Wireless
6.Removed my Television from Ethernet connection
7. Removed my Lapyop from Wireless
8. Removed my Desktop from Wireless
9 Removed my Ech Dot from Wireless (Although it has it's own Eero Built in)
10 Reset my Living room Eero ( Newly supplied )
11 Reset my Office Eero ( Newly supplied )

I have then gone through a completely new installation and setup, using barcodes for Eeros, setup a new network, name and password and download a fresh App after deleting all data.

Sad to say that nothing has changed 

You can see that the
1. ping time is 332.8 ms,
2. Download is 32Mbps / 150Mbps
3. Upload is 35Mbps / 100Mbps

Continous Speed Test

As usual the Eero App "run a Speed Test" show a much higher figure LOL  Download 91 MBps Upload 98 Mbps.

Screenshot

regards Richard

[nambuso-TT]

There seems to be an issue as you are unable to contact future fibre department, what I will do for you is to take your details and pass them over to a specialist that will look into this and find a resolution for you, Thanks

[Gantocks]

Hi Nambuso, Thanks for your reply It was yesterday by the way.

Today it is "Sorry but your call cannot be completed" tried 5 times so far.

I suppose that is just the way things are.

Yet if I say "Sorry my Direct Debit cannot be paid" and I told them no worries, just keep trying, then that would be ok

😁  I don't think that would be acceptable , do you?

Lost internet 4 times typing this 😎

Richard

[nambuso-TT]

Okay, I understand, and I'm sorry to hear that. Please reach out to them today, as there could have been an issue two days ago. Make sure to contact them during their operating hours, and let us know if you're still having trouble getting in touch.

[Gantocks]

Cheers folks, Firstly many thanks for all your help so far.

Gave up on the city fibre number 0345 172 074 yesterday after 10 attempts and being told each time "this Number is not taking calls"

Now we get this Any Ideas? All other devices are disconnected

Superfast Wi-Fi connecting to BBC on Mobile phone, (Get the same on Desktop Browsers)


Wifi

No WiFi but Mobile Data only Connecting to BBC

WiFi OFF

send/receive errors on email too
cheers  Richard

[nambuso-TT]

I understand and I am sorry to hear that. Please do let them know that you are not getting the speeds you were promised so that they will sort this out for you. Thanks

[Gantocks]

On the phone nambuso

sorry for the questions but I am on my mobile data as everything else is off or disconnected 

Download speed is currently 13.04 of a supposed 150Mb

Richard

[nambuso-TT]

You can use this one as well, they'll put you through to future fibre team.

[Gantocks]

Seems like it just takes you back here

Richard