Talk Talk Broadband help requested

strangeotron

If anyone can shed some light it would be appreciated, I don't really know where else to go. Unfortunately it's my mother's account and she's utterly technophobic. I can't contact TT directly since it's not my account.

She connected thru one of their routers (Echolife HG521, I think) so I can't be sure if the router is at fault.

The connection just keeps dropping. I have to restart the device repeatedly (which can't be good I'm sure) just to get a connection back. I don't know whether this is a problem with TT's service (their server status page says no as I write) or the device.

Is there anything we can try to examine this? I'm not sure I even trust TT to be honest (assuming the fault lies with their service), tbh they are pretty ropey. YMMV

Thanks

Neil_Jones

If you have access to another router (or a generic router that you can configure), swap it out for a few days. If the drops stop, the TalkTalk router is faulty. If they continue its a line issue.

mobileron

Contact CEO office at Talk Talk we had same problem,they resolved it.

mobileron

Just been told we spoke to local MP who resolved it for us, via contact at Talk Talk.
They also have an online customer service forum.

strangeotron

Where would I find their address, do you have it?

grumpycrab

Stange thread. So if you have a TalkTalk fault, you go to the CEO and then your local MP?

AndyPix

strangeotron wrote: »

Unfortunately it's my mother's account and she's utterly technophobic. I can't contact TT directly since it's not my account.

Go to your mothers - call talk talk , pass the phone to mother while she authorises them to talk to you - get phone back and discuss issue with TalkTalk


Your local MP will be too busy killing democracy to care about your internet problems

wongataa

strangeotron wrote: »

If anyone can shed some light it would be appreciated, I don't really know where else to go. Unfortunately it's my mother's account and she's utterly technophobic. I can't contact TT directly since it's not my account.

She connected thru one of their routers (Echolife HG521, I think) so I can't be sure if the router is at fault.

The connection just keeps dropping. I have to restart the device repeatedly (which can't be good I'm sure) just to get a connection back. I don't know whether this is a problem with TT's service (their server status page says no as I write) or the device.

Is there anything we can try to examine this? I'm not sure I even trust TT to be honest (assuming the fault lies with their service), tbh they are pretty ropey. YMMV

Thanks

Go to your mum's and do a quiet line test on the phone line. Plug the phone in to the test socket. Where the phone line comes into the house the plastic box on the wall will have two screws allowing you to remove the cover. Do this and it will disconnect any internal wiring. You will see a phone socket when this cover is removed. Plug the phone into it and see if the line is noisy. Ideally this is done with a corded phone. If the phone line is noisy it will cause the internet issues. If the line is noisy get it reported to TalkTalk as a noisy line fault. No need to mention the internet.

strangeotron

wongataa wrote: »

Go to your mum's and do a quiet line test on the phone line. Plug the phone in to the test socket. Where the phone line comes into the house the plastic box on the wall will have two screws allowing you to remove the cover. Do this and it will disconnect any internal wiring. You will see a phone socket when this cover is removed. Plug the phone into it and see if the line is noisy. Ideally this is done with a corded phone. If the phone line is noisy it will cause the internet issues. If the line is noisy get it reported to TalkTalk as a noisy line fault. No need to mention the internet.

Sorry I'm not following. Why do I need to remove the cover?

Neil_Jones

The cover exposes the hidden test socket and disconnects all the extensions. If there is noise on the line when this bottom plate is connected and the noise vanished when you remove it, the issue is caused by your extensions. If it isn't, its potentially a fault on the line.

AndyPix

strangeotron wrote: »

Sorry I'm not following. Why do I need to remove the cover?

That is where the test socket is.
If you have line problems when using that socket then it lets us know that the problem is with external kit ..
If you get a clear signal on that one but not on the normal socket then it tells us the issue is internal (and you would be charged if openreach had to come out)