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FIbre Support

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Requesting new router

NatHarry
Popular Poster
Private Message TalkTalk
Message 28 of 28

We’ve been advised from a recent engineer visit to request a new router as ours was purchased in 2020. We've had drops in connection and more recently, despite download speed showing as ok, the actual download comes out very slow. Please can we have an updated router? Thanks @@Debbie-talktalk 

27 REPLIES 27

Message 1 of 28

Hi Nat

 

I'm really sorry for the delay.

 

Thanks for the additional information. How's the connection been since your last post?

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Message 2 of 28

Hi Michelle, Debbie, and team,

 

The results were as follows:

 

The engineer ran four tests, some showed errors while others showed nothing. He described the results to his colleague as being very strange.

 

He installed a new face plate/filter on the master socket, as the tests showed our connection to the exchange was showing ok but he suspected the issue could have been caused by the amount of noise on the line.

 

He went above and beyond what the previous engineers had checked (including the one who visited in July 2023, who did not clear the fault and reported back as if nothing was wrong, charging us £75 despite not resolving the issue).

 

The engineer also went up a ladder to check the box outside the building, and went to check the supply to the local area. At this point during his check on the local exchange and the BT comms box, he reported a lot of water inside with some rust/corrosion. Openreach are supposedly fixing this in the coming weeks, but I know this is unlikely to be fed back from your side.

 

The engineer came back to check if our connection had stabilised. He also tested the line from outside the flat and found he was able to access high speeds, but only OUTSIDE the flat - it looks like there is corrosion damage to the block terminal connector box in the window of our flat, which he said will be down to the landlord and BT to replace.

 

Unfortunately for now we are unable to access the speeds of Fibre 65 - but hopefully the maintenance at the exchange will provide a small improvement in the meantime as we're back at around 29mbps download with the usual drops in connection.

 

My only ask would be that when engineers are sent for these issues, the results are checked thoroughly rather than leaving customers in the lurch, meaning they're overpaying and even getting fined due to components like the block terminal connector box or the BT comms box not being checked.

 

Thanks for your help all, I'm hoping the answer isn't that we need to just move flats...

 

All the best,

 

Nat

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Message 3 of 28

Hi NatHarry,

 

Just checking back in to see if your connection is now working ok?

 

Thanks

 

Michelle

 

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Message 4 of 28

Hi @NatHarry 

 

Openreach have left notes to advise that they have cleared the fault.

 

Is everything working ok now?

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Message 5 of 28

Hi NatHarry

 

I'm sorry for the delay.

 

I can see that an Openreach engineer will be investigating this fault this afternoon (appointed visit)

 

I will check in again with you tomorrow after the engineer visit.

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Message 6 of 28

Hi NatHarry

 

Great, thanks for confirming.

 

I've run a line test and this is detecting a potential line fault so I have passed this over to Openreach to be investigated by a line engineer (external investigation)

 

I will continue to monitor for further updates from Openreach and I will post back on this thread.

 

Thanks

 

Debbie

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NatHarry
Popular Poster
Private Message TalkTalk
Message 7 of 28

Hi Debbie,

 

Yes all connected now - are you able to run the connection test from your side to check if it still reports the ongoing fault?

 

Thanks

Message 8 of 28

Hi NatHarry

 

Is this your socket you have posted? (the photo)

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Message 9 of 28

Thanks Debbie, the main socket looked a totally different shape to the microfilter connector but it is connected now! Has this helped the situation at all?

 

Thanks

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Message 10 of 28

Hi NatHarry

 

Thanks for your reply.

 

The little socket in between the 2 screws is the test socket. You can connect the microfilter and router there.

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Message 11 of 28

Hi team,

 


Dealt with this for a while but have had more frequent drops in connection over the past week or so with bad download speeds. I need advice on how to access this test socket under the faceplateas there’s just the original socket and the clear plastic bit seems fixed in there?

 

image.jpg

 Thanks

 

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Message 12 of 28

OK thanks. Could you try connecting the router to the test socket. You'll need to connect it with a micro-filter. The test socket is accessible by removing the master socket faceplate


Chris

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Message 13 of 28

Hi Chris,

 

We have the NTE 5C MK 4. Thanks

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Message 14 of 28

Thanks. Could you take a look at the help article in my previous post and let me know which type of master socket you have


Chris

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NatHarry
Popular Poster
Private Message TalkTalk
Message 15 of 28

Hi Chris,

 

There is another socket but this is unusable as there is no power source in the room for the router. Thanks

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Message 16 of 28

OK thanks. Is the master socket the only socket you have in the house?

 

Does your master socket have a test socket? - Your guide to main phone sockets - TalkTalk Help & Support

 

Chris

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Message 17 of 28

Hi Chris,

 

The router is connected to the master socket. Thanks

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Message 18 of 28

Thanks. I can see that there were connection drops and a high number of errors at times. Is the router currently connected to the test socket as line test is picking up a potential home wiring issue?

 

Chris

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Message 19 of 28

Hi Chris,

 

The latest loss of connection we noticed was at 5:15pm and the router flashed orange, then orange and white. Thanks

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Message 20 of 28

OK thanks. If there are any more disconnection this evening could you make a note of the time and if the router light changes colour. I'll pick this up tomorrow and check the disconnections against the line history

Chris

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