Patchy internet Problems with Fibre 2 w/Toople (Talk Talk)

Hi,
I have a line and DSL with Toople. The underlying provider is Talk Talk.

Since Friday just before lunch, by internet service has been extremely patchy. NO internet pretty much on Friday afternoon/evening. Then patchy Saturday - literally up and down and today has been somewhat better although it went down but then came up quite quickly.

Secondly although my internet speed is usually around 70-75Mbps (down) and 20Mbps (up), it now seems to have literally halved.

I spoke to the Toople people around lunchtime on Friday and they claimed there were local works in the area but the problems seem to have persisted all w/e so not sure if it is the case.

I know people will tell me to wait until tomorrow but was wondering what I could do if the problems persist beyond tomorrow..??

Thanks for any help.

Regards,
Imran

Edited by ImranQ (Sun 22-Sep-19 17:38:11)

When you say up and down and speeds halved are you talking about the connection to the local cabinet (i.e. connection speeds have dropped and modem is resyncing a lot) or something else?

Have you plugged a phone in and checked you have a clear dialling tone ?

Thanks for your reply.

When I say down, I mean totally disconnected. My router (Netgear tNighthawk X4S R7800) connected to the openreach modem says there is no internet. The phone has had awful background noise and infact when I phoned Toople support on Friday around lunchtime, the support guy also affirmed the noise. Otherwise the phone has been working.

As I said before, my internet went down on Friday just before lunch. and has mostly been down both Friday and yesterday. Yesterday it came up for a little while in the morning and then stayed down coming up for very short periods. It then came up for a few hours in the early evening and then died around midnight.
The internet has been somewhat more stable today and only went briefly for a few mins today.

With regards to speeds, I was referring to speedtest.net. I previously got between 65-75 MBps but since the problems I have been getting 20-50MBps.
Just a short time ago, it seems to have gotten slightly better and hovering between 50-60MBps. Perhaps its getting better..

Edited by ImranQ (Sun 22-Sep-19 20:03:17)

Thanks for your reply. Yes I do get a dial tone but has been with awful background noise. I just checked and it seems to have improved a lot.

You have a fault on your line. Ring it in and have them get Openreach out.

See my other reply .... an HR (high resistance) type fault seems most likely. A bum connection at some point between you and the cabinet.

I reported the issue to Toople on Friday but they said I would need to wait until Monday. Plus their support is closed on the w/e which seems absurd considering the internet is designed for businesses!

BTW can you report to openreach directly? My ISP is Toople but they use TalkTalk who I guess use openreach or does it have to go through your ISP?

Isn�t it just ........

You cannot report directly to Openreach. It�ll have to go via either your broadband or voice provider ..... I�d say the broadband one. The voice service people route will be likely to get a CDT job raised, and possible charges raised if the noise isn�t obvious during the visit.