MY DEVICES in MY CONNECTION

[Soloman13]

Hi there! Can anyone tell me why the devices listed in MY DEVICES  are duplicated over and over.

According to the list I have 20 devices connected to my new sagecom router all working correctly.!!!!!

In fact I only have 11 devices, 2 of which are not on the list.

The other devices are duplicated over and over.

One device appears 4 times and others 2 times. No way for me to amend it and TalkTalk no help.

Any ideas?????

[Soloman13]

After every thing I have been through trying to get these line issues resolved over the last 12 months and you having evidence of reconnection issues so not just relying on my testimony. I don't see why I am liable for potential charges to establish a reliable and stable internet connection which I am paying for!!!!!!

Soloman13

[Chris-TalkTalk]

OK, if you'd like us to book the engineer can you confirm:

• That you accept potential Engineers charges
• Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

Thanks

Chris

[Soloman13]

Hi Chris, yes please send the engineer. You have the evidence of reconnections to give them. At last it is not just my word this is happening.

Soloman13

[Chris-TalkTalk]

It would be an Openreach engineer. We would give a description of the fault that you are experiencing. The engineer would then come out and run some test on the line and carry out any work that they think is required.

Chris

[Soloman13]

As I said random reconnections. Some will be more noticable than others.

Would this be an Openreach engineer to check the box and localised external wiring.

Soloman13

[Chris-TalkTalk]

Line test is passing, shows a lot of reconnection on the 22nd but since then there are two showing on the 23rd and one on the 25th.

We can arrange an engineer visit to investigate the disconnections, if you'd like me to do this please let me know and I'll confirm some details with you

Chris

[Soloman13]

Just after my last post tried to connect to MY ACCOUNT. Would not connect and telling me 'this site cannot be reached,' it has taken an age to be able to post this as this page has been problematic and would not load up.

I could spend all day recounting occasions of irregularity but the answer lies with you. I have been through this many times before and have been unable to get past 'the line is clear'. Checking for reconnections would seem to be a better overview of the problem.

Soloman 13

[Soloman13]

Hi Chris, I had very little use of the internet over the weekend so don't really know.

These dropouts are random so would only be noticable to me if my internet access coincided with one of them.

You on the other hand can see if there has been any reconnections on the line which will show how stable the line is over any period of time.

Please read the posts with Michelle.

Last week the  MY Connection informed me of such reconnections and Michelle could see reconnections on the line.

There is a second socket in the kitchen at the other end of the house.

When Openreach rang me after finding a fault at the exchange, i took the call on this phone and it was as clear as a bell.

By the way the situation with MY DEVICES has changed!

I am currently showing 9 devices with 1 duplication and 3 missing devices.

Soloman 13

[Chris-TalkTalk]

Hi Soloman13,

How has the connection been over the weekend? Do you just have the one telephone socket in you home?

Chris

[Soloman13]

Hi Michelle, 

Dropouts affect ALL devices both wired and wireless.

NO the router is connected to the normal socket in the Open Reach box.

On the occasions we have used the landline it is as clear as a bell with NO noise.

I have repeatedly suggested that the Open Reach box be checked and or replaced but they prefer to shower me with routers!There are some loose wires visible when accessing the test socket.

There is also a junction box on the gable end of the house which will have connections in it. I.E. it is not a continuous wire from pole to box.

The wire comes from pole to gable end junction box and then from junction box to open reach box inside house. This arrangement has been in place for decades.

If the line test is clear surely that is only at the time of the test. As you can see the line drops out intermittently which a line test won't show up but your system confirms multiple re-connections.

Historically the dropouts can be momentary to hours. This has been the subject of an ongoing complaint for over 12 months but nobody believes there is an issue despite your MY CONNECTION confirming there is a problem.

Soloman13

[Michelle-TalkTalk]

Hello,

I'm sorry to hear this. I've re-run the line test now which is clear, however I can see a few re-connections on the line. Can I just confirm that both wired and wireless devices are dropping the connection? I can see from your previous post that you've already tried a few different routers. Is your router also currently connected to the test socket? Is the voice service ok with no noise on the line?

Thanks

Michelle

[Soloman13]

So much for a stable internet connection! Can anything be done to sort this?

[Michelle-TalkTalk]

Morning,

Hopefully we'll receive an update from the team with an update soon.

Thanks

Michelle

[Soloman13]

Thanks Chris.

I have had the Extender kit for several years and the Booster since loss of service in July 2023. 

Are these duplications going to increase up and up? We are up to 28 now! Where will it end?

[Chris-TalkTalk]

Hi Soloman13,

I passed on the information to the team who look after My Connection and they are looking into it but they've said that it may be difficult to fix the issue unfortunately

Chris

[Soloman13]

Hi Michelle,

The devices that I did not recognise turns out to be our iphones which have spontaneously changed their wifi addresses . My wife,s phone is duplicated 5 times on this useless list. Rebooting the router makes no difference to the list at all.

The list currently stands at devices working as expected 24!!!!!!! Devices with issues 4 (upload speed consumed)

The problem with the line goes back at least 12 months causing hours /days without being able to connect to any websites. we have had to resort many times to our mobile network as this was the only way to connect to the internet.

This problem occurred on my PC which is hard wired into the router and all wifi devices as well. This was the same problem that occurred in JULY 2023 , DECEMBER 2023, March 2024.

Each and every time I was told the line was clear and a new router was despatched. I have had 4 routers in 2023/24.

As a result of my badgering a Openreach Engineer was commissioned AND VOILA! a fault on the exchange was found and fixed.

Since then the connection seems to have stabilised but it has done so before only to return to bite me again. Potentially this fault has been the problem all along. But the line was clear!!

I can send you a list of devices if needed if you cannot access this info from your end.

Soloman13

[Michelle-TalkTalk]

Morning,

What device is showing that shouldn't be? If you reboot the router and re-check, does it still show?

I've re-run the line test now which is clear and I can see 1 re-connection in the last 11 days. Would you say that you connection has been dropping more often than this? Are the devices which are losing the connection connected wirelessly?

Thanks

Michelle

[Soloman13]

Hi Chris, 

Devices working as normal is now 24 and devices with issues is 4.

Many duplications as usual  but the 2 missing devices have showed up BUT there is also devices listed which I do not recognise.

It is either anew wifi address or it is not my device???????

[Soloman13]

Thanks Chris.

The My CONNECTION package is not much use to customers if it produces incomplete and inaccurate information. I appreciate anything that can be done to rectify your system. Please keep in touch. I will post any changes I observe from my end.

The problems with my internet connection is an ongoing problem particularly over the last 12 months. When I report a problem, the solution is a NEW ROUTER. I have had 4 NEW ROUTERS over the last year!!!!!

I am just reporting irregularities that might have a bearing on the problem or not!

Should I open a Post about this issue? as progress through the tech support system is causing me to give up the will to live!!!!!!!!

Soloman13

[Chris-TalkTalk]

Hi Soloman13,

Thanks for the information, I can't see this contributing to the connection problems, I'm sure the two issue are unrelated

Chris