topic Re: Broadband connection dropping out in Broadband

Broadband connection dropping out

reynot — Thu, 27 Oct 2022 16:31:12 GMT

My broadband keeps dropping out at varying intervals, sometimes every 10 mins.

It started two weeks ago but I reported on 24/10

I have tried a different router (I have a spare Talk Talk hub) and changed the micro filter.

I have contacted support multiple times and they tell me there is a problem in the line or exchange side. I have been waiting for open reach to investigate, I have a investigation number.

I contacted support this morning asking what is going on and they said an engineer was looking at it at "this moment". I have since heard nothing back (I was told I would receive an SMS), my internet is still dropping and I cannot work from home still.

Its like talking to a black hole, no feedback, no status updates.

Can somebody please help me?

Thanks Tim

Re: Broadband connection dropping out

Skynet_TX — Thu, 27 Oct 2022 18:40:34 GMT

Hi @reynot,

The support team here on the community will be back tomorrow, they will hopefully be able to get a progress update and respond here to let you know what is happening.

Re: Broadband connection dropping out

Karl-TalkTalk — Fri, 28 Oct 2022 11:54:27 GMT

There is a fault logged to openreach from 24th however there are no updates on this. I'll go have a chat with Openreach and find out what is happening and report back here in about 10 minutes or so.

Karl.

Re: Broadband connection dropping out

Karl-TalkTalk — Fri, 28 Oct 2022 12:09:37 GMT

Openreach have advised the fault is now assigned to an engineer and have advised us to check back with them after the weekend.

Karl.

Re: Broadband connection dropping out

reynot — Fri, 28 Oct 2022 13:29:46 GMT

Thanks for the update

Re: Broadband connection dropping out

Debbie-TalkTalk — Mon, 31 Oct 2022 08:14:55 GMT

HI reynot

It appears that this fault has been assigned to a line engineer this morning. We should hopefully have additional updates this afternoon.

Thanks

Re: Broadband connection dropping out

reynot — Mon, 31 Oct 2022 09:48:24 GMT

Great thank you

Re: Broadband connection dropping out

Debbie-TalkTalk — Mon, 31 Oct 2022 09:53:59 GMT

Hi reynot

No problem. I will check on this fault again this afternoon.

Thanks

Debbie

Re: Broadband connection dropping out

Debbie-TalkTalk — Mon, 31 Oct 2022 13:19:25 GMT

Hi reynot

Openreach have now closed this fault as resolved - In Joint AreaCable (Underground)

Please can you monitor the connection and let us know how it compares.

Thanks

Debbie

Re: Broadband connection dropping out

reynot — Mon, 31 Oct 2022 18:12:12 GMT

Thanks

My wife spoke to the engineer as she happened to be passing. He found a corroded connection box, so that should be the cause of the problem. The speed is 50% slower but it will need to retrain over time I am told.

Will monitor and report back later.

Thank you for your assistance!

Tim

Re: Broadband connection dropping out

Debbie-TalkTalk — Tue, 01 Nov 2022 06:35:13 GMT

Hi Tim

Thanks for your reply.

I will check in again with you on Friday to see how the connection/speed has been.

Debbie

Re: Broadband connection dropping out

reynot — Wed, 02 Nov 2022 10:18:03 GMT

Hi Debbie

So the good news, is that the connection is no longer dropping out, which is fantastic, you only learn how much you need the internet when it is not available!

The speed is stuck at 21Mbps however, it has not improved over the last couple of days, which it has much more quickly in the past.

I am using the FAST website, the TalkTalk speed check is broken but I have always used FAST in the past, I was previously getting 38-42 Mbps on spot checks (expected on the FIBRE65 prediction before signing up).

An odd thing when logging into the router, I get the following screen, implying the WiFi and network connections are broken. I have not seen this before. They are both clearer working, for I am using it now ... not noticed this before. Just wondered if this could be a clue!?

Thanks

Tim

Re: Broadband connection dropping out

nophead — Wed, 02 Nov 2022 10:58:37 GMT

The status screen login times out and then it displays rubish. You have to get back to the login screen and log in again to get it to display sense. Getting back to the login screen is random whether you can refresh with F5 or hit the refresh button or logout buttons.

Re: Broadband connection dropping out

reynot — Wed, 02 Nov 2022 11:12:52 GMT

Thanks nophead for the reply

It seems to be very unreliable in connecting, once refreshed, logged out etc a lot of times it displays some unbelievable data.

It only shows the 2.4GHz WiFi, although the 5GHz is enabled (I am connected via it).

It shows no WiFi connected devices, although I know they are. All seems very confused.

It also shows the DS as 45Mbps and US 6.5Mbps which I am way off.

I have reset the cache, in case it was showing cached data.

All in all, its seems to be showing incorrect and missing information

Thanks

Tim

Re: Broadband connection dropping out

nophead — Wed, 02 Nov 2022 11:42:28 GMT

I have the same router but I don't use the WiFi. The rest of the info is believable for me. My linerate shows Download: 56.05 Mbps Upload: 7.46 Mbps and speedtest.net shows 53.13 and 6.19 on a wired connection. Wifi speeds can be less depending on how far you are away from the router.

Re: Broadband connection dropping out

reynot — Wed, 02 Nov 2022 12:53:36 GMT

Thanks ... I understand there is an overhead when using WiFi ... but the router is reporting 45Mbps and tests show 23Mbps.

So there is a descrepancy between the router reported and measured. I am sure yours is working just fine.

The TalkTalk speedtest is working, confirming my FAST 21Mbps results (a ~2Mbps overhead for over WiFi)

@Debbie-TalkTalk ... I would have expected the training to improve the speed by now? Am I being inpatient?

Thanks

Tim

Re: Broadband connection dropping out

Skynet_TX — Wed, 02 Nov 2022 13:07:16 GMT

If your speed test results are significantly lower than your sync speed then try switching the router off for over 30 minutes, this will ensure you get a new session when you switch it back on, and will often get the throughput speed back up to something much closer to the sync speed.

It is quite common for the session parameters to get a bit confused when you have a fault on your line, so a +30 minute shut down will ensure they all get cleared out and you get a nice fresh session.

However as you are also seeing some strange behaviour with the details shown when logging into the router it is not clear if there might also be something a bit strange going on with your router that might be contributing to this issue.

Re: Broadband connection dropping out

reynot — Wed, 02 Nov 2022 14:04:44 GMT

Thanks @Skynet_TX

I thought that they had disconnected the line for some time, so didn't bother but a good shout, turned it off for just under an hour and we shall see. Thanks again

Tim

Re: Broadband connection dropping out

reynot — Wed, 02 Nov 2022 17:52:47 GMT

So, after powering down the router for an hour and switching back on ... things are much improved, around 40Mbps as before.

Probably still some settling in to do but in the right ball park

Thanks @Skynet_TX @nophead and @Debbie-TalkTalk your help was much appreciated.

Re: Broadband connection dropping out

Debbie-TalkTalk — Thu, 03 Nov 2022 06:38:42 GMT

Hi reynot

I'm so glad to hear this, thanks for letting us know 🙂

Debbie