topic Re: Broadband connection frequently disconnecting in Broadband

Broadband connection frequently disconnecting

Chapworthy — Tue, 26 Apr 2022 06:14:16 GMT

Hi there,

Having a bit of a nightmare with my broadband connection, it has been frequently disconnecting over the last six or seven days (DSL and internet lights go off on openreach modem). I have had a number of online chats with the talktalk technical staff, without much luck - they sent an openreach engineer who has replaced the socket and modem, and also got a new router sent out, but the issue remains.

I need a fix on this please as I work from home using VPN so any disruption means I can't work, have already lost many hours of work to the issue.

Additionally the new router won't allow me to connect to VPN, so even when it does connect I still can't work. Any help very greatly appreciated.

Thanks,

Chris

Re: Broadband connection frequently disconnecting

Anonymous — Tue, 26 Apr 2022 06:48:48 GMT

Hello,

I'm sorry to hear this. Can I just confirm, is the modem currently switched on? If the connection is dropping directly at the Openreach modem then we would need to arrange an engineer visit to the property. Would you like to proceed with this and we can confirm some details with you?

Thanks

Re: Broadband connection frequently disconnecting

Chapworthy — Tue, 26 Apr 2022 06:55:44 GMT

Hi Michelle, yes everything currently on and connected for now. Please feel free to arrange another engineer visit if necessary. Thanks.

Re: Broadband connection frequently disconnecting

Chris-TalkTalk — Tue, 26 Apr 2022 07:05:22 GMT

Hi Chapworthy,

If you'd like us to arrange the engineer visit 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.

I've also sent you a PM to confirm some details

Thanks

Chris

Re: Broadband connection frequently disconnecting

Chapworthy — Tue, 26 Apr 2022 07:17:02 GMT

Hi Chris,

Yes that's all fine, if you think the engineer visit is necessary. Where would the PM go to, can't find it anywhere! Also, can we try to get the VPN issue sorted with the new router please?

Thanks,

Chris

Re: Broadband connection frequently disconnecting

Chris-TalkTalk — Tue, 26 Apr 2022 07:19:17 GMT

Apologies, I can't send the PM at the moment. Hopefully I'll be able to send it soon

Chris

Re: Broadband connection frequently disconnecting

Chris-TalkTalk — Tue, 26 Apr 2022 07:24:00 GMT

I've now sent the PM, apologies for the delay

Chris

Re: Broadband connection frequently disconnecting

Chris-TalkTalk — Tue, 26 Apr 2022 07:49:28 GMT

Thanks for answering the security questions, I've replied to your PM requesting a little more information

Chris

Re: Broadband connection frequently disconnecting

Chapworthy — Tue, 26 Apr 2022 08:20:15 GMT

Thanks for looking at this @Chris-TalkTalk - in the meantime, would you be able to look at the VPN issue on the new replacement router please?

Re: Broadband connection frequently disconnecting

Chris-TalkTalk — Tue, 26 Apr 2022 08:49:20 GMT

I've booked the appointment for tomorrow morning - April 27 2022, AM (08:00-13:00) - please let us know how you get on

Chris

Re: Broadband connection frequently disconnecting

Chapworthy — Wed, 27 Apr 2022 10:47:33 GMT

Hi Chris, quick update, the openreach engineer has finished, everything working ok for now - he pretty much replaced all the equipment apart from the line itself - it seems it was the ports in the roadside box that were the issue. Fingers crossed this has sorted it - I'm using my old router which connected fine using my VPN, so all good for now 🙂, thank for your help

Re: Broadband connection frequently disconnecting

Debbie-TalkTalk — Wed, 27 Apr 2022 10:53:44 GMT

Hi Chapworthy

I'm so glad to hear this.

Would it be ok to keep using this router?

Re: Broadband connection frequently disconnecting

Chapworthy — Wed, 27 Apr 2022 14:08:40 GMT

Hi Debbie,

I think so, it seems to be working fine. I'll send back the replacement one 🙂

Re: Broadband connection frequently disconnecting

Karl-TalkTalk — Wed, 27 Apr 2022 14:12:35 GMT

Thanks for confirming.

Karl.