topic Re: Frequent disconnection ? in Broadband

Frequent disconnection ?

Vipersan — Wed, 02 Nov 2022 19:58:44 GMT

I have recently experienced a lot of disconnection to my broadband..

I have 2 talk talk routers and this happens regardless of which one I use.

Often disconnection of the router and a short wait will connect me again...

In the last hour I have been disconnected about 5 times.

It is important that the connection remains stable as I use a camera to monitor my mother who has Dementia to make sure she is safe..

What is going on ?

Are there problems with the TalkTalk infrastructure...

This has to be sorted quickly...

regards

Re: Frequent disconnection ?

Skynet_TX — Wed, 02 Nov 2022 20:28:12 GMT

Hi @Vipersan,

What do the light(s) do on the router when this happens ?

What model of router do you have ?

It would be worth going to the Service Centre to ‘run a live connection test’ on your line, this will indicate if there is currently a fault affecting your service. You can also access this from the ‘My Account’ site.

Also, if you have a landline phone can you check to see if that is working normally (i.e. you have a clear dial tone and no noise on the line).

If your master phone socket has a test socket inside it then you could also try the router in there (via a microfilter), that would then eliminate any of the phone wiring in your home as being a possible cause of the problem.

The TalkTalk Support Team on this community will be able to help, they will hopefully be able to respond to this post tomorrow.

Re: Frequent disconnection ?

Vipersan — Wed, 02 Nov 2022 20:42:57 GMT

Not sure of the Model numbers of the routers..

The older one has 5 green leds in a line..

All are usually green but when the connection drops the centre one turns red...

ie no internet connection..

I dont suspect the land line connection itself as verbal comunication when making a call or answering is fine with no background noise.

The later router only has one light/led...which changes colour when the connection is lost.

Both are branded TalkTalk though the older one is Huawe

It would be difficult to connect to the master socket as it is in a different room to the wired connections I use..

I dont use WiFi

The Ident/login/connection just simply drops..

but reconnection usually works.

I did a speed test very recently whilst my connection was stable...and it was just under the recommended/expected speed.

certainly fast enough to watch youtube on my TV without buffering....when it is connected and working that is.

Disconnection happens suddenly and without warning....for no reason that I can see.

rgds

Re: Frequent disconnection ?

Skynet_TX — Wed, 02 Nov 2022 20:51:57 GMT

From that service centre link in my reply you can run a 'Live Connection Test' rather than a speed test, that will run a basic check of your line for faults.

Re: Frequent disconnection ?

Vipersan — Wed, 02 Nov 2022 21:04:20 GMT

I ran the test...which it claimed would disconnect for 5 minutes...

Not sure it did this as there was a message on screen immediately which said...

We think there is an issue with your line

even before the test started...and when it presumably completed no information was added...

it also claimed that an SMS text message would be sent to my mobile phone..

Well guess that's a bust...on account I dont have one and never will.

Personal choice.

lol

Re: Frequent disconnection ?

Skynet_TX — Wed, 02 Nov 2022 21:08:09 GMT

If that test is detecting a fault, but not automatically arranging an engineer, then you will likely need help from someone at TalkTalk to get this resolved.

The support team here on the community will hopefully be able to reply tomorrow to help. Alternatively, Live chat and phone details (and opening times) can be found here.

Re: Frequent disconnection ?

Vipersan — Wed, 02 Nov 2022 21:13:19 GMT

Hopefully someone will pick up on this tomorrow...

Odd thing is that since the last time I rebooted the router after the 5 disconnects in one hour...it has so far been stable.

Curious...as to why...as hardware faults dont fix themselves.

Thanks for chatting to me...but time to go grab something to eat.

bfn

Evan

Re: Frequent disconnection ?

Debbie-TalkTalk — Thu, 03 Nov 2022 08:12:34 GMT

Hi Vipersan

I can see that this fault has been raised to Openreach and a line engineer should be investigating today.

We will continue to monitor for additional updates.

Thanks

Re: Frequent disconnection ?

Vipersan — Thu, 03 Nov 2022 09:26:15 GMT

Thanks for the update...

Curiously the problem has not manifest since yesterday evening following the last router reset.

The connection remained intact all night until I went to sleep (no idea if it disconnected and reconnected whilst I was sleeping) and was still connected at 8:30 AM this morning.

very odd indeed.

Re: Frequent disconnection ?

nophead — Thu, 03 Nov 2022 10:09:58 GMT

I had an intermittent line fault that would stay connected at good speeds for months but would go bad for a few days in between. It took two and half years to fix because it would always be good by the time an engineer turned up.

Re: Frequent disconnection ?

Debbie-TalkTalk — Fri, 04 Nov 2022 06:45:35 GMT

Hi Vipersan

Openreach have now updated the fault to advise that an engineer should be investigating this fault again today.

Thanks

Debbie

Re: Frequent disconnection ?

Vipersan — Fri, 04 Nov 2022 08:41:57 GMT

Thanks for the update Debbie...

Curiosly my connection has not dropped since my initial messages to the community..

Maybe someone has already found and fixed the problem ?

Or maybe it the fault will return and is weather dependent ?

What I can say is that nothing has physically changed at my location ...so I think it is safe to conclude that whatever the issue is ...it is external to my property.

regards

Evan

Re: Frequent disconnection ?

Debbie-TalkTalk — Fri, 04 Nov 2022 08:44:09 GMT

Hi Evan

I'm glad to hear that the connection has remained stable.

This could be a weather-related fault, so hopefully the engineer will be able to fully resolve this fault.

Thanks

Re: Frequent disconnection ?

Vipersan — Fri, 04 Nov 2022 12:46:38 GMT

Just spoke to the OpenReach engineer outside my house...and he confirmed that a fault had been found up the pole...

I have now been transferred to a new wire pair with a 'clen' signal.

Hopefully that will solve the problem going forward.

If any further issues materialise..I will update in this thread.

...but for now thanks to everyone involved.

regards

Evan

Re: Frequent disconnection ?

Debbie-TalkTalk — Fri, 04 Nov 2022 12:50:47 GMT

Hi Evan

That's great, thanks for letting us know 🙂

Debbie

Re: Frequent disconnection ?

Debbie-TalkTalk — Thu, 10 Nov 2022 07:58:31 GMT

Hi Evan

Just checking if everything has been working ok since your last post?

Thanks