on 10-12-2018 04:36 AM
I recently joined talktalk (line activation was almost 3 weeks ago) and over the last 2 weeks my Internet has been disconnecting at random times, usually multiple times a day. I had an engineer come round the same day as the line activation and he fixed my master socket as there was a damp issue, for the first week the Internet was fast and had 0 drops. With around 3 days to go until the end of the 2 week stabilisation period, the Internet began to disconnect from the Internet (the router light would go from white to flashing Amber), and this persisted intermitently for a few hours. Then each day since then there have been atleast a few (sometimes a lot of) disconnections per day. They only last about a minute each but can really get in the way of my work. I have contacted customer services twice, the first time was before the stabilisation period had finished so they told me to contact them again if it was still happening afterwards. So I did, and was told that some changes were made and that the problem was fixed. Although it did reduce the amount of cutouts, I still get a few, usually late at night. The last cutout was at 4:12 am, and was wondering if anyone else could help with the issue.
I've had a line test run 4-5 times and each time was told that everything was fine.(although as the cutouts happen so quickly, I have not been able to test during one)
I have the sagecom fast 5364 router.
I do not have a land-line so cannot check for sound on the line and the dropouts can't be caused by phone calls.
Thank you in advanced.
on 23-12-2018 03:17 AM
on 13-12-2018 04:00 PM
on 13-12-2018 08:20 AM
Thanks for trying this, we can now focus on the intermittent connection. The line test is detecting a fault close to the property. Just to confirm, do you have an alternative router that you can test with to rule this out?
Does the master socket also have a test socket?
on 12-12-2018 01:42 AM
on 10-12-2018 06:34 PM
on 10-12-2018 08:46 AM
I'm sorry to hear this.
I've completed a line test which has detected a possible fault.
It would be worth ruling out any issues with your landline service as this can affect the broadband connection, even if the phone is not in use.
Would it be possible to borrow a phone just for testing purposes?
on 10-12-2018 08:40 AM
That does sound like the hub is losing connection with the exchange or fibre cabinet. I will ask one of TalkTalk's OCEs to pick your thread up and investigate it for you.
The forum is not real-time 24/7 support, so depending on how busy they are & how many are working at any one time, this can take 24 - 48 hrs (excluding weekends & limited cover on Bank Holidays). Alternatively, you can call the call centre or use online chat. The posts are responded to in time/date order, oldest first. So the fewer entries you make on your thread now, the sooner they will pick it up.
To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-
Personal Profile > Personal Information
Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.