topic Re: OpenReach modem dropping internet connection periodically in Broadband

OpenReach modem dropping internet connection periodically

rickysway — Wed, 27 Apr 2022 12:48:48 GMT

From 2 days ago, the internet has been exhibiting issues.

The OpenReach modem light for internet will turn off resulting in the router losing internet connection also. This happens around every 5-30 minutes for about 20s-40s then starts working again.

The Service Status does not indicate any issues in my area.

Prior to this, the internet has been fine for well over 3 weeks since upgrade.

Re: OpenReach modem dropping internet connection periodically

Anonymous — Wed, 27 Apr 2022 12:53:57 GMT

Hello,

I'm sorry to hear this. I've run a test on the line now which hasn't detected a fault, however I can see re-connections on the line. Have you made any changes to the set up or added any new equipment to the line since the engineer set this up please?

Thanks

Re: OpenReach modem dropping internet connection periodically

rickysway — Wed, 27 Apr 2022 13:07:26 GMT

When we originally had the TalkTalk Hub, we found it had issues keeping connectivity for all 9 devices in our house at a given time so we installed a ASUS RT-AX86U router which worked for our connectivity needs.

Since the upgrade a month ago, we hit the same issue in that all our devices could not connect to the TalkTalk Hub at the same time (2 or 3 of our devices would simply sit in a "no Internet connection" state) so we switched back to using the ASUS router (keeping the OpenReach modem)

This configuration has worked without issue for the past month until 2 days ago when the modem would simply "lose internet"

Whilst the internet was down I had to mobile hotspot from my phone but the website indicated my homes internet was fine (despite the modem not having internet)

Re: OpenReach modem dropping internet connection periodically

rickysway — Wed, 27 Apr 2022 13:31:53 GMT

For the sake of testing, I have reverted back to the Hub which again, exhibits the issues of dropped connections periodically.

Re: OpenReach modem dropping internet connection periodically

Anonymous — Thu, 28 Apr 2022 05:07:47 GMT

Morning,

I'm sorry for the delay. If the connection is still dropping directly at the Openreach modem then the next step will be to arrange an engineer visit to the property. Would you like to go ahead with this and we can confirm some details with you?

Thanks

Re: OpenReach modem dropping internet connection periodically

rickysway — Thu, 28 Apr 2022 08:05:40 GMT

Having an engineer visit sounds good as I am currently work from home for my job and the drops in internet connection is having an impact on my job

Re: OpenReach modem dropping internet connection periodically

Chris-TalkTalk — Thu, 28 Apr 2022 08:12:56 GMT

Hi rickysway,

If you'd like us to arrange an engineer visit can you please 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 other details

Chris

Re: OpenReach modem dropping internet connection periodically

rickysway — Thu, 28 Apr 2022 08:20:21 GMT

Hey Chris

As per the PM, I accept engineering charges and am available for AM and PM on all the weekdays.

Re: OpenReach modem dropping internet connection periodically

Chris-TalkTalk — Thu, 28 Apr 2022 08:27:04 GMT

Hi Rickysway,

Thanks for answering the security question. I've sent you a PM requesting a little more information

Chris

Re: OpenReach modem dropping internet connection periodically

Chris-TalkTalk — Thu, 28 Apr 2022 10:01:27 GMT

Hi Ricky,

I've booked the engineer for tomorrow morning - April 29 2022, AM (08:00-13:00) - please let us know how you get on

Chris

Re: OpenReach modem dropping internet connection periodically

rickysway — Thu, 28 Apr 2022 10:02:51 GMT

Hey Chris

Thanks for booking it, I'll keep this thread posted on the progress

Re: OpenReach modem dropping internet connection periodically

Chris-TalkTalk — Thu, 28 Apr 2022 10:04:18 GMT

OK thanks 🙂

Re: OpenReach modem dropping internet connection periodically

rickysway — Fri, 29 Apr 2022 07:38:57 GMT

The engineer came at 8am, took one look and said "you have the wrong socket".

Before, we had a standard one that just said OpenReach but as noted on the new one installed, it says "G.fast" on the socket (see attached below).

Apparently these ones have a specific noise filter for the G.fast service that a standard socket doesn't have which results in the stability drop as the computers from their end would notice the noise instability and reset our connection (he was surprised our internet worked for as long as it did).

He ran standard diagnostics when he came and the line itself seemed fine anyways.

All is working fine for now, will report back if anything unexpected happens again but fingers crossed, I don't need to come back here 😜

Re: OpenReach modem dropping internet connection periodically

Chris-TalkTalk — Fri, 29 Apr 2022 07:44:39 GMT

That's great news Ricky, thanks for letting us know 🙂

Chris

Re: OpenReach modem dropping internet connection periodically

harrietbart — Thu, 12 Oct 2023 21:47:48 GMT

Can I ask, what did the engineer do to the socket to fix it? I have a G- fast socket and I’m getting drop outs ALL the time on work calls.. I have fibre broadband now rather than superfast as my area no longer supports it.

Re: OpenReach modem dropping internet connection periodically

Debbie-TalkTalk — Fri, 13 Oct 2023 05:14:36 GMT

Hi @harrietbart

I'm sorry to hear this.

Please can you create a new topic/thread on the Community, we can then take a look at this for you.

Thanks