topic Re: Internet dropping regularly in Broadband

Internet dropping regularly

chris_m — Tue, 29 Nov 2022 15:10:37 GMT

My internet has been dropping for the past 3 weeks. It comes back on goes periodically but it seems to be off more that it's on.

Very low level activity seems to work such as skype messaging and whatsapp but browsing doesn't. The router maintains a white light and if I test the line it says I have a healthy broadband connection.

Currently restarting my router several times a day to try and kickstart it.

Have been on to talktalk support a number of times and it's all the same process and and never any improvement.

On all occasions they have said that the updating the firmware on the router has failed so I don't know if this is a related or not. Support don't seem overly concerned about it.

Was advised to factory reset it if the issues continue but no difference. Any ideas?

Re: Internet dropping regularly

Chris-TalkTalk — Tue, 29 Nov 2022 16:08:12 GMT

Hi Chris,

I'm sorry to hear that you're experiencing problems with your service. Line test is passing but I can see that there have been some disconnections. Is your router currently connected to your test socket - Your guide to main phone sockets - TalkTalk Help & Support

Are you experiencing any problems with your telephone service, any noise on the line?

Chris

Re: Internet dropping regularly

chris_m — Wed, 30 Nov 2022 08:38:45 GMT

Hi Chris,

Thanks for getting back to me. I've just tried disconnecting the cable, opening the cover on the socket cover, and connecting it to the internal socket but the router was then just flashing orange.

I've now tried to put everything back and it continues to just flash orange on the router. So it's dropped completely!

Thanks

Re: Internet dropping regularly

chris_m — Wed, 30 Nov 2022 08:41:03 GMT

Re: phone line - don't use the phone line much at all so couldn't tell you. I've just tried calling my mobile and I would say it is perhaps a little fuzzy but couldn't tell you if that is normal

Re: Internet dropping regularly

Chris-TalkTalk — Wed, 30 Nov 2022 08:46:34 GMT

Ok thanks, do you just have the one telephone socket in your home?

Chris

Re: Internet dropping regularly

chris_m — Wed, 30 Nov 2022 08:49:38 GMT

UPDATE: The white light is back on now

Re: Internet dropping regularly

Chris-TalkTalk — Wed, 30 Nov 2022 09:00:20 GMT

Is that with the router connected to the test socket?

Chris

Re: Internet dropping regularly

chris_m — Wed, 30 Nov 2022 09:23:29 GMT

Yes

Re: Internet dropping regularly

chris_m — Wed, 30 Nov 2022 09:25:04 GMT

No, I changed it back when the white light didn't come back on on the router. Should I try connecting it again to the test socket?

Re: Internet dropping regularly

Chris-TalkTalk — Wed, 30 Nov 2022 09:54:03 GMT

Yes, if you would please, are you connecting it to the test socket with micro-filter

Chris

Re: Internet dropping regularly

chris_m — Thu, 01 Dec 2022 09:37:53 GMT

Hi Chris, apologies for the delay. I can't find a spare microfilter to do this - the socket has one built in so would normally go through that. The internet was stable all of yesterday which was the best in a long time however it dropped again this morning at around 8:30am and hasn't come back on. I've just restarted the router again. White light continues to show on the router

Re: Internet dropping regularly

Chris-TalkTalk — Thu, 01 Dec 2022 10:12:12 GMT

Hi Chris,

Do you have another router that you can test with? If not then we can arrange to send one

Chris

Re: Internet dropping regularly

chris_m — Thu, 01 Dec 2022 10:28:58 GMT

Hi Chris, I don't! Sorry

Re: Internet dropping regularly

Chris-TalkTalk — Thu, 01 Dec 2022 10:40:55 GMT

Would you like me to send one? I think it's worth trying another router

Chris

Re: Internet dropping regularly

chris_m — Thu, 01 Dec 2022 10:48:22 GMT

That would be great! Thank you

Re: Internet dropping regularly

Chris-TalkTalk — Thu, 01 Dec 2022 10:53:21 GMT

OK, I've ordered the router, it should be with you within a couple of days 🙂

Chris

Re: Internet dropping regularly

chris_m — Thu, 01 Dec 2022 10:58:49 GMT

Brilliant! Thank you!

Re: Internet dropping regularly

Chris-TalkTalk — Thu, 01 Dec 2022 11:04:45 GMT

No problem 🙂

Re: Internet dropping regularly

chris_m — Mon, 05 Dec 2022 09:21:53 GMT

Hi Chris,

The router arrived yesterday and seems to have resolved the connectivity issues so far!

A new issue though... I can't connect to my work VPN this morning and I could with the old router. The message states:

Can't connect to the VPN
The remote connection was not made because the attempted VPN tunnels failed. The VPN server might be unreachable. If this connection is attempting to use an L2TP/IPsec tunnel, the security parameters required for the IPsec negotiation might not be configured properly

Re: Internet dropping regularly

Debbie-TalkTalk — Mon, 05 Dec 2022 09:47:19 GMT

Hi Chris

Thanks for your reply.

Can you confirm the VPN client you are using?