topic Re: constant disconnects in Broadband

constant disconnects

spirit1 — Fri, 26 Nov 2021 23:38:50 GMT

my internet has been disconnecting every few minutes since about 5pm yesterday, i have truned off router for 30 minutes then turned back on, connected then started to disconnect again, just managed to get this message up, im wondering if its something to do with the weather ?

the router has not been changed or moved, this is something outside of the house.

Re: constant disconnects

Skynet_TX — Fri, 26 Nov 2021 23:44:54 GMT

Hi @spirit1,

A damaged section of phone line can certainly cause issues in wet or windy weather.

Do you know if the problem is with the router losing its connection to the internet (in which case a light on your router which is normally constantly lit will change colour or flash), or is it that you are losing Wi-Fi connection between your device(s) and your router (in which case the light(s) on the router will just carry on looking normal).

Do you have any ‘wired’ devices, do they also lose connection ?

It would be worth going to the Service Centre to run a connection test on your line, this will indicate if there is currently a fault affecting your service. You can also access this from the ‘My Account’ site.

Also, if you have a landline phone can you check to see if that is working normally (i.e. you have a clear dial tone and no noise on the line).

If your master phone socket has a test socket then you could also try the router in there, that would then eliminate any of the phone wiring in your home as being a possible cause of the problem.

The staff on this community won't be around until Monday now, so you may get faster support by using the live chat or calling customer services on 0345 172 0088 over the weekend, however the staff here should respond to this topic early next week to help if you are still having issues.

Re: constant disconnects

Anonymous — Mon, 29 Nov 2021 07:26:27 GMT

Morning,

I'm sorry to hear this. I've run a test on the line now which hasn't detected a fault, however the connection does look unstable. Is there any noise on the voice service? Does your main socket have a test socket please?

Thanks

Re: constant disconnects

spirit1 — Mon, 29 Nov 2021 09:13:41 GMT

getting 26mb download only, down from 37mb, i have turned off router for an hour as that usually brings speed back, but it did not work

light on router is constant now, but download speed is as i mentioned, tried all the usual checks.

Re: constant disconnects

Anonymous — Mon, 29 Nov 2021 09:15:54 GMT

Hi,

Is there any noise on the voice service? Does your main socket also have a test socket?

Thanks

Re: constant disconnects

spirit1 — Mon, 29 Nov 2021 09:17:33 GMT

yes there is crackling on the line

Re: constant disconnects

Debbie-TalkTalk — Mon, 29 Nov 2021 09:30:03 GMT

Hi spirit1

Thanks for your reply.

Is the noise (crackling) still present if you test with a different phone at the test socket, with the router removed from the line?

Thanks

Debbie

Re: constant disconnects

spirit1 — Mon, 29 Nov 2021 09:32:15 GMT

the crackling seems to have stopped, but internet is still slow 25 26mb

Re: constant disconnects

Debbie-TalkTalk — Mon, 29 Nov 2021 09:45:13 GMT

Hi spirit1

Ok, is the connection still dropping?

Re: constant disconnects

spirit1 — Mon, 29 Nov 2021 09:46:02 GMT

no it seems to have stopped, but still slow..

Re: constant disconnects

Debbie-TalkTalk — Mon, 29 Nov 2021 09:50:49 GMT

Hi spirit1

If the connection is now stable then DLM should start to adjust the profile to increase the speed.

Would it be possible to connect the router at the test socket for 48hrs (without rebooting) We can then check the connection stats again on Wednesday to see if DLM has made any changes to the speed/profile.

Thanks

Debbie

Re: constant disconnects

spirit1 — Mon, 29 Nov 2021 10:05:11 GMT

my bt mk4 does not have a test socket for router, only a phone test socket i just checked,

Re: constant disconnects

Debbie-TalkTalk — Mon, 29 Nov 2021 10:37:16 GMT

Hi spirit1

Would it be possible to post a photo of your master socket on this thread.

Thanks

Re: constant disconnects

spirit1 — Mon, 29 Nov 2021 11:00:25 GMT

says not supported format

Re: constant disconnects

spirit1 — Mon, 29 Nov 2021 11:09:04 GMT

https://1drv.ms/u/s!AsAc8SUT06abgz7-ch2WJ5oU-So4

Re: constant disconnects

ferguson — Mon, 29 Nov 2021 12:20:18 GMT

After you have removed the faceplate you need a plugin microfilter for the test socket to which you can then connect the router.

Re: constant disconnects

Chris-TalkTalk — Mon, 29 Nov 2021 12:42:54 GMT

Hi spirit1,

Have you tried posting the photo using the camera (insert photo) icon?

Chris

Re: constant disconnects

spirit1 — Mon, 29 Nov 2021 14:47:31 GMT

iv just done that after finding microfilter, all plugged into test socket.

Re: constant disconnects

Chris-TalkTalk — Mon, 29 Nov 2021 14:51:33 GMT

OK thanks, could you leave it there for 48 hours and we'll see if DLM moves you to a faster profile

Chris

Re: constant disconnects

spirit1 — Mon, 29 Nov 2021 14:55:15 GMT

still getting 24.7 mb even in test socket