topic Re: ADSL connection dropping in Broadband

ADSL connection dropping

Polariod — Mon, 05 Sep 2022 15:31:28 GMT

Hi,

My connection has been dropping recently - the log reports "ADSL connectivity is down" then it's back up about 60 secs later. Connection seems fine speed wise the rest of the time just seems to randomly drop out.

Can someone from TalkTalk take a look please?

Cheers,

Re: ADSL connection dropping

ferguson — Mon, 05 Sep 2022 16:15:16 GMT

Is all OK with the voice service? Have you tried connecting at the test socket? Which router do you have? The support team will pick this up as soon as they can.

Re: ADSL connection dropping

Chris-TalkTalk — Tue, 06 Sep 2022 08:42:11 GMT

Hi Polariod,

I can see that the connection seems unstable but line test is passing. Could you please answer ferguson's questions

Thanks

Chris

Re: ADSL connection dropping

Polariod — Thu, 08 Sep 2022 12:25:46 GMT

Thanks both,

Voice service is perfect when I've used it.
I'm using the Master socket, there is no wiring attached to the (Split type - NTE5) faceplate so using the test socket won't exclude anything and therefore I can't see any benefit. I can do it if really needed though. I inspected it a little while back when I had no dial tone and it's in perfect condition.
Router is TalkTalk WiFi Hub (Sagecom). Software vers. SG4K100136

Cheers,

Re: ADSL connection dropping

Chris-TalkTalk — Thu, 08 Sep 2022 12:35:17 GMT

Hi Polaroid,

Thank for the information. Even if you have no extension wiring we do recommend testing at the test socket if possible because it will help rule out an fault with the faceplate, but if your happy to go ahead with the engineer visit please let us know and we'll confirm some details

Chris

Re: ADSL connection dropping

Polariod — Thu, 08 Sep 2022 21:28:32 GMT

Yeah lets proceed with the engineer please.

Re: ADSL connection dropping

Debbie-TalkTalk — Fri, 09 Sep 2022 05:43:19 GMT

Hi Polariod

I'm just sending you a Private Message to confirm some details so we can arrange the engineer visit.

Thanks

Re: ADSL connection dropping

Polariod — Tue, 20 Sep 2022 17:18:57 GMT

Apologies for being quiet for a while and not responding to PMs - I'm currently being made redundant whilst purchasing my first property so I have a lot of things to deal with! 🙂

Ok... so after some rather extensive troubleshooting I believe I have found the issue. Can someone please double check the stability since 18:15 on the 16th Sept please? (The router logs show things have improved).

Many thanks

Re: ADSL connection dropping

ferguson — Tue, 20 Sep 2022 17:23:27 GMT

I have re-escalated this for you so that the support team can have a look. Good luck with everything else!

Re: ADSL connection dropping

Chris-TalkTalk — Wed, 21 Sep 2022 06:50:38 GMT

Hi Polariod,

Yes the connection looks more stable, this is the last authentication showing in the logs - 16/09/2022 13:06:48

Chris