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No Sync Error Issue

Customer01
Team Player
Message 18 of 18

Hello

 

Last year i had issues where i'd receive "No Sync" errors constantly.  A new router was provided and two engineer visits eventually resolved the issue. 

 

This week I've noticed we've begun to have a repeat of this issue, as well as a general slow-down of the service you provide, see image attached.Capture.PNG

 

Please get in touch so that we can resolve this matter quickly.

Thank you

 

I've linked our original complaint below for your reference:

https://community.talktalk.co.uk/t5/Broadband/Ongoing-issue-with-broadband-and-customer-service/m-p/...

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17 REPLIES 17

Message 1 of 18

Hi

 

I'll place a router order for you.

 

Thanks

 

Karl. 

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Message 2 of 18

The engineer has come and is unable to find fault with the line. 

 

Please sent out a replacement not refurbished router to potentially resolve this.

 

We are still experiencing less than 30mbps here

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Debbie-TalkTalk
Support Team
Message 3 of 18

Hi Customer01

 

OCE_Karl has arranged an engineer visit, please see Karl's previous post.

 

Thanks

 

Debbie

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Message 4 of 18

In the time since I last posted we have had intermitttent and often completely unreliable internet connection, always with the "no sync" error. This is not the service I expect from a provider who I pay monthy.

 

Capture.PNG 

I expect to be compensated as I am paying for a service that I am not receiving.

 

Capture1.PNG

 

 

 

 

The above is a screengrab of my contract, stating what service i SHOULD be receiving. I need this dealt with promptly, I work from home and this is starting to effect that, which is not acceptable in any way, shape or form. 

 

I have started a monitoring service and will be measuring the average speed regularly. I've also seen that I am not the only customer experiencing this exact issue and reporting poor quality of service.  

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Message 5 of 18

Hi

 

Appointment booked as requested 

 

25th July AM (8-1) slot.

 

Thanks

 

Karl. 

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Message 6 of 18

Hi

 

I've requested the appointment and will reply as soon as this is confirmed.

 

Karl.

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Message 7 of 18

I'm available on Wednesday and Friday next week 

 

Jack 

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Message 8 of 18

Hi

 

These can change quickly, so it is difficult for us to confirm a day as by the time you reply the slots may have gone.

 

Appointments are usually Mon - Fri AM (8-1) or PM(1-6).

 

If you can give a couple of days you are free for an appointment starting 48hrs from now, I can request these for you.

 

Thanks

 

Karl.  

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Message 9 of 18

Hello

 

Can I please have a reply to my last message, my internet speed has dropped further and become more intermittent.

 

Capture.PNG 

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Message 10 of 18

Hello

 

 

I work shifts so please confirm a set of dates the engineer could visit please.

 

Jack

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Message 11 of 18

Hi @Customer01

 

We need to confirm an appointment with BT Openreach.

 

can you confirm what days you are available.

 

Thanks

 

Karl. 

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Message 12 of 18

Hi @Customer01

 

BT are requesting an appointment. What days are best. Mon - Fri AM or PM.

 

thanks

 

Karl

 

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Message 13 of 18

Hi

 

I've passed this to networks to progress to Openreach.

 

Thanks

 

Karl. 

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Message 14 of 18

I've just checked, there's no issue with our landline service. 

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Message 15 of 18

Hi

 

Can you borrow a handset to check if there is a dial tone so we can log the fault correctly.  If openreach send the wrong engineer they can charge you and this will also cause a delay to any resolution.

 

Thanks

 

Karl. 

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Customer01
Team Player
Message 16 of 18

Hello

 

We don't use the landline so wouldn't know. 

 

Can you book an engineer to resolve the matter please.

 

Thank you. 

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Michelle-TalkTalk
Support Team
Message 17 of 18

Hi Customer01,

 

I'm sorry to hear this. I've run a test on the line which has detected a potential fault and the connection looks unstable.

 

Just to confirm, are you also experiencing any issues with the voice service such as noise on the line or no dial tone?

 

Thanks

 

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