landline rings every 30mins

[lucy24]

Hi, I had this problem 26th March 2024, after having fibre installed, and Michelle from talktalk support fixed it thanks to Ferguson (community star) telling me it was a known problem.  

I have experienced regular drop-offs in router and landline over last 24hours, and contacted talktalk this morning, they did a factory reset of the router which (fingers crossed has fixed the broadband problem) but the ding every 30 mins on the landline is still there, which is annoying at best....please can someone from the support team pick this up and help?

[lucy24]

yup, somebody has phoned and told me it's related to local outage, which may take 2 or 3 days to be dealt with....although it seems to have being dealt with since the 22nd Feb as that is when the first guy went up the telegraph post when someone else had complained about their problem, so I'm not holding my breath.  She was going to phone back and let me have update on Friday but I'm unavailable then so it's now Monday afternoon...by which time I have said it should be up and running as my patience is being lost.  I understand it's not a TalkTalk issue but I'm basically paying for a service that I'm not guaranteed of getting, everything these days is geared around the internet and I'm finding it pretty frustrating.  

I thank you hugely for chasing the fault team, you have been great : )

[Anonymous]

Hi lucy,

Has my colleague now been in touch? It looks like this is related to an outage which has been raised and is under investigation with the engineers.

Thanks

Michelle

[lucy24]

Thanks… good luck

[Anonymous]

Hi lucy,

I'm really sorry, I'll chase them now.

Michelle

[lucy24]

Morning Michelle,

unfortunately they haven’t.  The problem is still ongoing, it was running for a while yesterday but failed 2 or 3 times and is currently offline. 
i managed to work around it yesterday but it is impacting my job when working from home now.

[Anonymous]

Hi lucy,

Have the team been in contact since your last post?

Michelle

[lucy24]

Hi again @Anonymous, 

I have just found out there are at least 5 or 6 others with the same problem up and down the road, all with differing providers, which would indicate a problem externally and CityFibre maybe...I haven't heard from the Faults Escalation Team but I will give them a full list of when I have had/haven't had internet since 22nd Feb and hopefully they can co-ordinate with the other guys.

@Gliwmaeden2 mentioned a Digital Voice Adapter should be sent out for use with the corded landline, is that still the case?  

[Anonymous]

Hi lucy,

Hopefully our team will be able to fix this ASAP for you. Apologies again.

Michelle

[lucy24]

Many thanks @Anonymous, the internet has been out all night as far as I know and is still down this morning. 
I appreciate your help and that of Debbie

[Anonymous]

Hi lucy,

I'm sorry to hear this. I've passed this over to our Faults Escalation Team now and will post back as soon as I receive an update. It's possible that the team may also contact you directly.

Thanks

Michelle

[lucy24]

Hey @debbie, sorry I have been collecting more soil so just returned to the office.,

The Eero6 was installed shortly after 2pm, it worked until 16:12 when the internet dipped, coming back online at 18:30.   It then allowed me to watch an entire film which was nice : )

Sunday was the worst day for a long while, internet off from 06:15 to 10:00, 11:58 to 15:01, 16:05 to 17:22 and then 23:51 to now I think, I can't log onto the Hive, it says everything is offline.

[Debbie-TalkTalk]

Hi @lucy24 

I'm really sorry for the delay.

Just to confirm, the connection is also dropping on the new router? (eero)

[lucy24]

Hey @Gliwmaeden2, that is some good news at least.  I'm now hot spotting off mobile as the internet has dropped off completely...it's painfully slow and even trying to pay the odd bill is a frustrating task.

I have purchased an unmanaged network switch but will now hold off from investigating phone stuff, so many thanks for being a Community Star...much appreciated.

[Gliwmaeden2]

If you have an Eero, they should be sending you a Digital Voice Adapter for using the phone, @lucy24.

Staff will respond after the weekend  - so I am afraid it's a bit of a wait for support. Chat is available on Sunday. 

[lucy24]

Well my happy face has changed already, only 2 hours of white light on Eero and it’s now red. 
Please advise on what to do next as i now assume the router isn’t the cause of problem : (

The previous router did pick up broadband in between down times so am hoping that it will connect at some point but more help is needed

[lucy24]

Hey to you Debbie and Michelle,

The router has now been delivered and installed easypeasey...everything is currently running nicely, except I do now have to buy stuff to get the tv ethernet cable and landline corded phone to work.

I can see from former chats an unmanaged network switch is needed for the ethernet cable devices, but will have to look into the landline connection, as that plugged into the PHONE socket on the old router.

I will let you know if I have any further issues with dropping off of broadband service over the weekend/early part of next week, but fingers crossed no more frustration, and currently no pinging phone every 30mins as that's not connected...I have to get that connected as old relatives don't want to phone mobile numbers and they insist on the landline, they are all over 90 now so I don't think I can get them to change.

[Debbie-TalkTalk]

Hi @lucy24 

If you experience any issues setting up the hive hub this help page should help

https://community.talktalk.co.uk/t5/Articles/Managing-eero-profiles-and-devices/ta-p/2924007

[lucy24]

Hi Debbie,

I have been sent an email telling me the new router is on its way, an Eero 6....which I have been looking into, I run a hive system at home and that plugs into the current router and it appears I can't do that with the eero6....please can you tell me if that is the case and if it is how do I connect the hive hub?

[Debbie-TalkTalk]

Hi @lucy24 

Thank you 🙂

Debbie

[lucy24]

Many thanks I certainly will keep you posted : )