Wifi connection constantly dropping out randomly for a minute or so at a time

[Giggsclifton]

I've had the Fibre 500 package for over 3 years and never had a single problem until recently. For the last 4 or 5 days the Wifi connection constantly randomly drops out for a minute or two, affecting every device: phone, laptop, echo devices, streaming services. The eero router is not obstructed and is not on the floor, it's in the same place that it's always been. I spoke to the webchat yesterday and followed their advice, did a hard reset and disconnected both the router and the fibre box for 30 minutes. It has made no difference, I'm still losing connection, sometimes multiple times in an hour. When the connection drops all the green lights on the fibre box are still on and the white eero light is on. It makes no difference where I am in the house, even if I'm right next to the box and router any devices I am using still lose connection. 

Can somebody please help, I'm getting so frustrated with this. I don't want to leave TalkTalk because in 3 and a half years I've had no problem until now, but these last few days my connection is becoming almost unusable.

ETA: I don't know if this is any way relevant or just a coincidence, but the problem seems to have been happening since engineers were working on the pole that serves me and the surrounding houses, presumably setting up a connection for people that recently moved in across the street. 

[kanya-TT]

Hey Catherine, I have just checked notes of the guys from our Case Management team, I can see the last conversation they had with you the internet on side looked but, but don't worry I have updated the notes in your case that the internet has gotten rather worse. I will push for a call back again with you until this is resolved. 

Kanya

[kanya-TT]

Thank you for getting back to me. I will first want to apologize for the inconvenience, I know that your case was escalated to our Case Management, I will do a follow up on that for you. 

Kanya

[KeithFrench]

Hi @kanya-TT, this is most definitely to be dealt with by your manager @Lorrainef due to the exceedingly long, drawn-out attempts (well, failures actually ) of TalkTalk to resolve this fault. Please see that Lorraine sees this & deals.

Thanks.

[Giggsclifton]

I very much am still experiencing issues. I had around 14 hours of my service going offline every 10-20 minutes yesterday until I ended up turning it off completely. This is with a brand new router, and after intervention from CityFibre.

I tried to call in yesterday to cancel my contract as the helpdesk have been no help at all, to be told, after going through a long menu and giving my details, that the lines were closed. I went on a webchat and was just offered more new contracts at lower and lower prices until I was actually offered one with the first 6 months free. I refused and insisted I want to cancel but was told this can only be done on the phone. The service has been utterly shocking.

[kanya-TT]

Hey there. @Giggsclifton. Please call in if you are still experiencing issues.

Kanya

[Giggsclifton]

An update: since City Fibre did something from their end (I don't know what), I had three days of no problems, then some engineers visited yesterday. They ran some tests, told me everything was working perfectly, left, and ever since then the problems have started up again. My internet is currently in a loop of losing connection every 10 to 20 minutes or so, and has been doing so for hours now.

I'm thoroughly fed up with it and feel let down that I agreed to a new 24 month contract in the hope that it might fix things. I'm hoping to cancel this under the 14 day cooling off period while I still can, and try my luck with a different ISP as unfortunately I feel as though this is never going to be resolved. 

[KeithFrench]

Hi @Mandisa-TT 

There is something that I should have said here, which I discussed in the PM chain that I have had with the customer.

I think the problems were caused by the wrong profile being used. This only affects Full Fibre provided by CityFibre, not OpenReach. The eeros & Wi-Fi Hubs need to be on profile "T" for them to work correctly. Profile "G" will work on some older firmware versions of the Wi-Fi Hub 1 & 2s. However, if an eero is used with "G", then it will never connect to the internet.

Perhaps the CityFibre profile that was allocated to @Giggsclifton previously was neither of these. Maybe it allowed the eero to connect, but not to have a stable connection?

[KeithFrench]

You're very welcome @Giggsclifton.

[Mandisa-TT]

Great! Thank you very much for the update. Please provide us with another update a few days after the visit.

[Giggsclifton]

The signs are good. I've had no problems at all for over 24 hours now, so hopefully the promised call from the City Fibre engineer will be belt and braces. Once again I have to thank @KeithFrench so very much for getting things to this stage.

[KeithFrench]

Progress is at last being made. CityFibre has made some changes and one of their engineers is due to attend tomorrow or Saturday.

[Mandisa-TT]

@KeithFrench I understand your concerns and worry why Full Fibre Helpdesk was unable to assist effectively with this case.
 

To ensure that customer's issue is properly addressed, we have escalated this matter to our case management team. They will reach out to customer directly to provide the support needed and work towards a resolution.

[KeithFrench]

Hi @Mandisa-TT 

With @Giggsclifton suffering from the light going red intermittently on the eero, as I said before, this signifies that there is a problem with the internet connection that only the ISP can resolve (possibly an intermittent authentication problem).

I still do not understand why the Full Fibre Helpdesk cannot resolve this?

[Mandisa-TT]

It is sad to hear I sincerely apologize for the frustration you've encountered with your new package and the ongoing dropouts with your Eero Pro setup. I understand how disappointing it must be to feel that your concerns were not adequately addressed, especially after committing to a new two-year contract.

My manager has checked with case management team to get someone to contact you regarding your case. We want to get to the bottom of this and find a solution that works for you.

[Mandisa-TT]

Hi @Giggsclifton today is the 5th working and our escalation team should have contacted you by now, I have asked my manager to check if there is any response. I did see that you ended up going ahead with the upgrade.

[Giggsclifton]

Thanks @KeithFrench for chasing this. @Mandisa-TT just to let you know the latest, here's where I am:

I set up my new network on my new M900 package yesterday, with the new eero pro as the gateway. I now have the gateway eero downstairs, another eero upstairs, and an echo dot acting as a WiFi extender in a different room downstairs. The problem of dropouts is still occurring, the light on the gateway eero went red multiple times last night, with the lights on the ONT box staying green. Bearing in mind my house is an average sized 3 bedroomed semi, as I tried to explain numerous times to the webchat helpdesk, this is clearly not a coverage issue. I feel quite angry that I was fobbed off with a new two year contract, only to be in the same situation. There is obviously something going wrong somewhere.

[KeithFrench]

Perfect, thank you, @Mandisa-TT 

[Mandisa-TT]

Hi @KeithFrench I will check with my manager in a few minutes and give an update.

[KeithFrench]

Hi @kanya-TT @Mandisa-TT 

Could you please confirm how the escalation team will inform @Giggsclifton of the work they are doing, as the 3- to 5-day timeframe must be nearing completion soon?

[kanya-TT]

Thank you very much @KeithFrench. 

Kanya