Is it Fixed?

[EKG62]

I have made an engineer appointment for this case number  REP-14840923

Things seem to have been fixed tho' although I was getting intermittent internet drop outs as well as a dead phone.  The Service Status page says the case is still open.  What's the current situation please?

[Debbie-TalkTalk]

Hi @EKG62 

That's great 🙂

Please let us know if you do experience any further issues.

Debbie

[EKG62]

All seems well over the weekend thanks Michelle.  This morning I had 34 Mb/s and 9.5 Mb/s down and up.  

[Michelle-TalkTalk]

Morning,

How has your connection/speed been over the weekend?

Thanks

Michelle

[Michelle-TalkTalk]

Hello,

I'm really glad to hear this and we'll check back in with you on Monday just to ensure that the speeds have remained consistent 🙂

Thanks

Michelle

[EKG62]

The engineer has been and replaced old wiring and socket.  All seems well now.  Just checked speeds and have 36.5 Mb/s and 9.5 Mb/s for down and up.  Thanks for getting this sorted.

[Michelle-TalkTalk]

Good morning,

The fault has been assigned to a line engineer this morning so we'll check again for an update later on this afternoon.

Thanks

Michelle

[EKG62]

Thanks.  That's wonderful news that you've isolated the problem.  I'll check back tomorrow.

[Michelle-TalkTalk]

Hello,

Thank you. You can now re-connect all your equipment. The line test has now detected a potential external line fault so this has been raised over to Openreach to complete an external line investigation. We'll check the fault for an update first thing in the morning and will post back here as soon as we know more.

Thanks

Michelle

[EKG62]

OK I'll disconnect for 10 mins and hopefully come back here after that.

[Michelle-TalkTalk]

Hello again,

It's still showing the same loop fault. Would it be possible to remove all the equipment from the test socket so that nothing is connected to the line for 10 minutes so we can re-run the test again please? 

Michelle

[Michelle-TalkTalk]

That's great thank you. I'll re-run the line test now and will post back here shortly.

Michelle

[EKG62]

I've taken the panel thingy off the socket and plugged everything into the socket inside.  I assume that's what you need for another test?  Let me know please.

[Michelle-TalkTalk]

Ok thank you. Once we've confirmed this then we can re-run the line test.

Michelle

[EKG62]

I think so.  I'll confirm shortly

[Michelle-TalkTalk]

Good afternoon,

Ok thanks for confirming. I've re-run the line test now which has detected a loop fault. Does your main socket have a test socket? If it does then would it be possible to connect the microfilter, router and phone directly at the test socket please so we can re-run the line test again in this set up?

Thanks

Michelle

[EKG62]

Not been around much to know so far this morning.  I did a speed check and just under 25Mb/s down and 7 Mb/s up.  Still under the guarantee.  Any news on line checks from your end?

[Debbie-TalkTalk]

Hi EKG62

How's the connection been since your last post?

[EKG62]

Internet has just come back up after a drop out (similar symptoms to before)

[EKG62]

Phone seems to be OK now (I get a dialling tone) but broadband test indicates 15 Mb/s download speed and 7Mb/s upload.  So download is running very slow compared to the guarantee of 35 Mb/s

[Chris-TalkTalk]

Hi EKG62,

Line test is still picking up a potential problem. How is your telephone and broadband service at the moment?

Chris