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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)
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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?
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The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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Have you plugged a phone in and checked you have a clear dialling tone ?
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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)
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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.
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You have a fault on your line. Ring it in and have them get Openreach out.
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See my other reply .... an HR (high resistance) type fault seems most likely. A bum connection at some point between you and the cabinet.
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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!
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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?
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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.
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OK Thanks will see how things are and escalate it with Toople tomorrow.
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Spoke to Toople today. Totally pathetic company. The support lady said they didn't have any record of my complaint on Friday! Also she claimed that they had done a line test and my line was fine. When I persisted she claimed according to their portal, there were local works and they said to recheck after 24-48 hours. That's it!
My priorities are:
1) get the internet fixed
2) Move to a different internet company
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phone back and ask for a voice line test. That should pick up the noise
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I would but they're saying that they can't do anything as there are local works and the situation is beyond their control. Easy fob off but although I did stress that they're charging me for a service that I can't use they're stressing that they can't do anything right now wven though I pointed out to them about ofcom guidelines about bad service and compensation.
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So I just spoke to them and they say that they can't do anything except check in their portal and request an update and wait the 24-48 hours. Pathetic. You'd think we were in the third world.
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Is there an online fault checker with toople?
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Unfortunately no 
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Utter twaddle ... vote with your feet, leave these guys now, it won�t clear the fault, but resolution of it will be a world less painless via a halfway decent service provider.
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To be fair I have been with this outfit since Feb 2017 and this is the first time I have encountered serious problems. However I agree with you - I do intend to move now.
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To be fair I have been with this outfit since Feb 2017 and this is the first time I have encountered serious problems. However I agree with you - I do intend to move now.
If you are out of contract - move.
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I gave them my 30 day notice yesterday and also ordered new M350 internet package from Virgin Media. Virgin supposedly claim 350MBps internet abd give you a guarantee of 181MBps. Should be getting my new internet installed on 9 October.
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