topic Re: Issues with disconnects in Broadband

Issues with disconnects

JordanS — Thu, 07 Jul 2022 18:17:55 GMT

A couple months ago I was having constant issues with DL speed drops. I reported this to Talk Talk many times to be told 'our test isn't detecting any faults' despite me contacting multiple times to raise the issue. They sent out a new router as I hadn't been upgraded, and this has since resolved the issue. However, since the new router I have been having regular disconnects when I get home from work, once or twice an evening. I'll be gaming and in Discord with friends, I disconnect from the game I'm playing, my voice goes "laggy" in Discord so I'm told, then I cut out, 10 seconds later I'm back like nothing happened. I'm on a wired connection to my PC, so wireless won't be the issue, although my wife has noticed similar issues and she is working on a wireless laptop, so there definitely appears to be an issue with the router in some way, as opposed to my line as I never had these disconnect issues previously, only when I had the new router to resolve the speed issues.

Re: Issues with disconnects

Anonymous — Fri, 08 Jul 2022 06:35:29 GMT

Hello,

Can you please update your community profile to include your:

Name
Telephone number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Re: Issues with disconnects

JordanS — Sun, 10 Jul 2022 17:47:37 GMT

Hello @Anonymous , I have now updated my profile.

Re: Issues with disconnects

Anonymous — Mon, 11 Jul 2022 06:58:41 GMT

Morning,

I've run a test on the line now which hasn't detected a fault. The sync speed looks consistent and the connection looks very stable. Can I just confirm, are all your devices connected wireless? Do you have any devices connected wired?

Thanks

Re: Issues with disconnects

JordanS — Mon, 11 Jul 2022 17:50:42 GMT

Just as an update, it happened again a minute ago.

Re: Issues with disconnects

Debbie-TalkTalk — Tue, 12 Jul 2022 06:27:44 GMT

Hi JordanS

Can I just confirm, are all your devices connected wireless? Do you have any devices connected wired?

Re: Issues with disconnects

JordanS — Tue, 12 Jul 2022 09:12:38 GMT

Apologies I thought I already replied to Michelle below to advise. As stated in my original post, my pc is wired and other devices are wireless, it occurs on all devices.

Re: Issues with disconnects

Debbie-TalkTalk — Tue, 12 Jul 2022 09:24:11 GMT

Hi JordanS

Thanks for confirming this.

I have completed another line test which hasn't detected any faults.

Is the new router, cables and filter connected at test socket?

If the connection is dropping wired with a different router at the test socket then the next step will be an Openreach engineer visit to the property.

Thanks

Re: Issues with disconnects

Debbie-TalkTalk — Thu, 14 Jul 2022 06:26:59 GMT

Hi JordanS

How has the connection been? Would you like me to arrange an engineer visit?

Re: Issues with disconnects

JordanS — Sat, 06 Aug 2022 12:13:47 GMT

Apologies @Debbie-TalkTalk , i've been on holiday and only recently come back forgetting I had created this post. This issue didn't occur previously with my last hub, I was experiencing speed issues then but the new router has resolved that issue, but since starting to use this one I consistently have connection drops entirely, it happened twice last night within the space of 45 minutes, so it does appear to be something with the hub rather than the line or socket in my opinion, as these issues didn't occur prior to me starting to use this one. You can send an engineer out if you think that would resolve the issue, but as stated I think it's something to do with the hub itself or the firmware on it potentially as it occurs on wired and wireless devices.

Re: Issues with disconnects

Debbie-TalkTalk — Mon, 08 Aug 2022 06:22:39 GMT

HI JordanS

Sorry for the delay.

Is this still happening? I've checked the connection stats and the connection appears to be stable, I can't see any reconnections.

Thanks

Re: Issues with disconnects

JordanS — Mon, 08 Aug 2022 14:35:56 GMT

Hello @Debbie-TalkTalk , I can confirm that this issue is still occurring, happened twice yesterday through the day.

Cheers,

Jordan

Re: Issues with disconnects

JordanS — Mon, 08 Aug 2022 17:39:44 GMT

Hi @Debbie-TalkTalk , just happened again now.

Re: Issues with disconnects

Debbie-TalkTalk — Tue, 09 Aug 2022 06:22:20 GMT

Hi JordanS

Do you still have the old router?

Re: Issues with disconnects

JordanS — Tue, 09 Aug 2022 10:45:17 GMT

Hello @Debbie-TalkTalk , I do indeed, want me to try and use the old one again and see if it continues or not?

Re: Issues with disconnects

Debbie-TalkTalk — Tue, 09 Aug 2022 10:46:39 GMT

Hi JordanS

Yes please if that's ok.

Thank you.

Re: Issues with disconnects

Debbie-TalkTalk — Wed, 10 Aug 2022 10:17:30 GMT

Hi JordanS

How are you getting on?

Re: Issues with disconnects

JordanS — Wed, 10 Aug 2022 11:00:33 GMT

Hello @Debbie-TalkTalk , haven't been able to switch it over yet, I'm working from home today so will give it a try when I finish later this evening, shall then monitor over the coming days and will report findings here. Thanks.

Re: Issues with disconnects

Debbie-TalkTalk — Wed, 10 Aug 2022 11:03:13 GMT

Hi JordanS

Ok no problem. I just wanted to check in with you.

Thanks

Debbie 🙂

Re: Issues with disconnects

Debbie-TalkTalk — Mon, 15 Aug 2022 06:30:52 GMT

Morning JordanS

How are you getting on?