Daily Drop Offs of Network Service since Storm Darragh on 6-12-24

[MoeSyszlak]

Hello, 

          I'm on a Fibre 150 with VOIP, and until Storm Darragh on 6-12-24, I have never needed to report a fault. My service has been great, quick and very reliable. If there were any drop outs before 6-12-24, I was not aware of them, the service was that good. 

However, since 6-12, things have not been so good and I seem to be stuck in a fault reporting loop that I'm having trouble getting out of. The problem I can't navigate around (so far anyway) is if you try to report a drop out / intermittent service fault, then any line test that Talk Talk run at that time, doesn't reveal anything. That's not unexpected, but the problem arises as the staff then try and talk me through how to improve my wi-fi service, and how I should position it internally etc...

I'm guessing this is a script they follow if the line test says nothing is wrong. I try and state this is not a internal / wifi problem, but so far no joy. Chats have mysteriously ended after I've been on for an hour and a half etc.....

I know it's a problem from outside in the network, because my desktop pc (that I'm typing this on now) is also affected, and doesn't rely on a wifi signal at all, so as far as I'm concerned it has to be the outside / network signal dropping out. 

My best guess at this time is that the dropwire to my home took a real battering over the weekend of the storm, and either something there or somewhere else in the network has been affected.

So, to my question. How do I report a fault I suspect is in the network or my dropwire, when  all line tests are telling Talk Talk staff that my line is fine.   Any help with this greatly appreciated. 

I have a Sagemcom 5364 router, and a quick switch on and off has always restored the service so far.  The staff in the Full Fibre Techical Chat Support Team ( 4 people over 6 days and about 5 hours spent on chats so far) don't seem to be able to grasp what I'm on about, as it conflicts with what their own systems are telling them. If anyone can suggest a way forward here, I be forever grateful. 

[Michelle-TalkTalk]

Hello,

I'm sorry for the delay. Our engineers have been rolling out the fix since yesterday morning. I'm glad to hear that the stability has improved 🙂

Thanks

Michelle

[MoeSyszlak]

Hi Michelle, 

                      Has the fix been applied successfully ?  

                      My connection seems more stable at the moment, but I will continue to monitor it over the next few days.

 Thanks 

[Michelle-TalkTalk]

Morning,

Update 8:40PM  December 17th 2024 - Our team are in the process of applying a solution to all impacted Wi-Fi Hubs and aim to resolve this by tomorrow morning.

Thanks

Michelle

[Michelle-TalkTalk]

Morning,

Thanks for confirming this. Our Network Engineers are aware of this issue and are currently investigating and hoping to resolve this ASAP. I'll post back on your topic here to confirm as soon as we receive an update.

Thanks

Michelle

[MoeSyszlak]

Hi Michelle. Thanks for reaching out. In answer to your question, yes, the white light on the router stays white throughout the drop offs. Since leaving this post, the service has dropped again last night and again this morning.  Line tests (like the one you completed) reveal only that the line is working fine, and I assume will continue to do so forever unless I I get very lucky and a test is run while the service is down.  Dropouts of my service continue unabated at the moment.  So far I have been very lucky as switching the router on and off has restored the connection. Can you help ? 

Also a request: what's the best number to phone you ? it's very difficult to try and get a broadband fault sorted out over a faulty broadband connection. Thanks 

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. I've run a test on the line now which is clear. Can I just confirm, when this happens does the light remain white on the router but there is no internet connection until you reboot the router?

Thanks

Michelle