Internet Dropping Out Issues.

[RandyHuggins75]

Hi,

I’m hoping that someone here will be able to help me?

I have been dealing with intermittent internet dropouts since before Christmas, they happen 3-4 times a day, only lasting a few minutes or less before reconnecting again, before repeating the process again later on. The timings of these dropouts are random & do happen at some inconvenient times!

I thought the issue was my Wi-Fi signal until I noticed that it was also happening when I was using my main PC which is hardwired to the router. So I thought it might have been the router causing the issues.

I tried replacing the TalkTalk router with a spare router for a number of days to see if the router was the issue, it wasn’t.

The dropouts still occurred regardless of how many users were on my local network, even when I was the only one using it.

My next culprit was the white Openreach box...

I placed the white Openreach box where I could see the lights while using my main PC, this is where I noticed that all of the lights go out when the internet drops out, then the lights come back on as they usually do. I'm not sure if the device is powering down completely? Its not placed in a position where it would overheat, etc.

I have a feeling that I may have an issue with the white Openreach box?

Can anyone help?!!

Keith.

[kanya-TT]

Hey there, @RandyHuggins75. Please advise us when you are home and ready, we'd like to look into this for you.

Kanya

[Gliwmaeden2]

@RandyHuggins75, it's usual to have a fallback mobile phone number listed in My Account and also as an alternative number in Personal Information. 

If @amahle-TT or any other staff need it for reference or Talktalk need it for messages from an engineer looking into an issue, that's usually then automatically used.

Check that the information is complete in both My Account and Personal Information  / Private Notes and save any changes. 

[ferguson]

Already done.

[Anonymous]

Click the 3 dots in the post 

[RandyHuggins75]

Hmmm, not really.

Looking back I'm not sure why I was asked that.

Can I edit the post to delete it?

[Anonymous]

Hi Randy, are you happy to have your mobile number showing in post #91?

[RandyHuggins75]

You too.

Keith.

[amahle-TT]

No worries, should you require further assistance please do not hesitate to reach out to us again and we will do our best to assist. 

Have a good evening and take care Keith😊.

[RandyHuggins75]

That's great.

I don't need anything at the moment.

Thank you for your help.

Keith.

[amahle-TT]

Your wish is my command Keith😊, 

Reservation of a Openreach engineer appointment has been successful. Reserved appointment slot : June 20 2025,AM.

While I still have you on the platform, would there be anything else you would like for me to further assist you with apart from what we have discussed today?

 

[RandyHuggins75]

Tomorrow morning would be better for me, if possible.

[amahle-TT]

 The earliest date I can find is for tomorrow, the AM slot, it is from 8 am - 1pm and the PM slot 1pm - 6pm Kindly confirm which slot do you prefer?

[RandyHuggins75]

Okay, as long as I'm aware of what is happening, to ensure I'm here.

Please be aware that I am a full time carer for my mother.

[amahle-TT]

After the engineer has left your premise, they will send the case notes to us with the outcome of the visit.

It can sometimes take a few hours to collect these notes so please bear with us until we communicate the next steps to you.

[amahle-TT]

Yes, I will let you know.

Openreach will contact you via a text message with details of the engineer on the day of the visit - this will include updates on when they expect to arrive.

This is an appointed visit, which means they'll need access to your property, but some work may also be done outside your home. They will advise when work has started and when it has completed

[RandyHuggins75]

That will be fine,

Would it be possible to get an idea as to when the visit will be carried out?

As last time, I wasn't even aware of an engineers visit, so I was not able to be here.

[amahle-TT]

We're booking an Openreach engineer to investigate any issues within the network that may be affecting your service. Please make sure that someone over the age of 18 will be available on-site during the visit.

If the fault is outside of your property boundary, there will be no charge and the engineer may not need to visit your home. We'll be sure to keep you updated via text once the engineer has completed their investigation.

The booking is made on the basis that you've completed all the checks we've requested, by doing it will prevent any unnecessary charges.

Please note that if the engineer confirms that the fault is inside your property boundary or caused by your equipment, or if you miss the appointment, a charge of £75 will apply.

If you need to make changes to your appointment, please respond to the confirmation text sent to your registered mobile number.

Please note that if you amend or cancel your visit after midday on the day before your appointment, you will be charged £75.

Do you understand and agree to these terms and conditions?

[RandyHuggins75]

No, nothing has been carried out in my property or in my area.

[amahle-TT]

So, it has been few weeks, 

Do you currently have any construction work being carried out, either inside or outside of your home, that could prevent the engineer from completing their work?

[RandyHuggins75]

The speed issue started once I connected the new black Openreach modem.