topic Re: Frequently no internet connection in Broadband

Frequently no internet connection

famille_bennett — Thu, 05 Jan 2023 10:48:01 GMT

I am having regular internet connection issues. Many times per day, the internet connection will drop, from between 10 seconds up to 4 or 5 minutes. This has only happened since returning to home working after New Year 2023. No issues before this time. I stay connected to the router. The orange light does not come on during the drop out – the white light on my Huawei router usually stays on.

Logging in to the router suggests internet connection is working correctly; this is not my user experience. Makes working from home using teams (without video) impossible.

Most noticeable with wireless devices (basically all that I have).

I read another post here which talked of kernel panic. To note, my TalkTalk Wi-Fi Hub is a model DG8041W, firmware version v1.05t.

I have no issues with my telephone service. My router is connected to the master socket. I have no other Telephone sockets in my house. I have made zero changes to the sockets, cables, etc.

Re: Frequently no internet connection

Karl-TalkTalk — Thu, 05 Jan 2023 11:28:25 GMT

I've updated the router firmware, see if this helps.

Thanks

Karl.

Re: Frequently no internet connection

famille_bennett — Thu, 05 Jan 2023 11:38:44 GMT

Thanks - really appreciate how quickly you did this.

I'll let you know if any more problems.

Andrew

Re: Frequently no internet connection

Karl-TalkTalk — Thu, 05 Jan 2023 11:45:06 GMT

No Problem 🙂

Karl

Re: Frequently no internet connection

famille_bennett — Thu, 05 Jan 2023 16:14:48 GMT

Karl, Hi, internet gremlins have mostly been away 4 hours on. the update from 1.05t to 1.06t seems to have helped. A few drop outs but certainly not as many. use of teams and facebook is improved, but both have dropouts when used for more than a few minutesNot sure if i should have waited longer to let you know, should i leave everything (router and devices) switched on as they are just now, should i switch things off overnight, should i switch off the router overnight?

Re: Frequently no internet connection

Anonymous — Fri, 06 Jan 2023 06:51:12 GMT

Morning,

Thanks for the update. I'd recommend leaving the router switched on as switching the router off and on too often can sometimes result in DLM changing the profile if the connection looks unstable. We'll check back in with you on Monday morning to see how the stability/connection has been over the weekend.

Thanks

Re: Frequently no internet connection

famille_bennett — Fri, 06 Jan 2023 08:16:22 GMT

Hi,

thank you for this suggestion.

For information, i did power off the router overnight, and powered up around 6:30.

I have had 3 dropouts whilst watching youtube.

I had a dropout at 07:51 which said "a network change was detected" - the debug log in the router was the only log i read which had an entry at this same time.

According to my router information, i have 84 wi-fi devices and 6 wired devices - most of these are offline, unnamed or i do not remember what they are - at the moment, there are 12 online connected devices.

Is a restore defaults settings worthwhile?

nonetheless, i will wait until monday without switching off and update you.

Andrew

Re: Frequently no internet connection

famille_bennett — Fri, 06 Jan 2023 08:17:37 GMT

hi again, by the way, what is DLM that you refer to?

Andrew

Re: Frequently no internet connection

Anonymous — Fri, 06 Jan 2023 08:22:26 GMT

Morning,

DLM is Dynamic Line Management which monitors the connection to provide the best balance between stability and speed for the line. I've re-checked the connection stats now and the connection look stable. Is the connection also dropping on any wired devices?

Thanks

Re: Frequently no internet connection

famille_bennett — Fri, 06 Jan 2023 10:50:28 GMT

Hi,

the connection occasionally drops the single wired connection - which is a powerline used to connect our TV.

Andrew

Re: Frequently no internet connection

Chris-TalkTalk — Fri, 06 Jan 2023 11:28:25 GMT

Hi Andrew,

As far as you are aware do all wifi devices (or more than one) drop the connection at the same time?

Chris

Re: Frequently no internet connection

famille_bennett — Fri, 06 Jan 2023 15:22:02 GMT

Hi, yes, this is correct,

Andrew

Re: Frequently no internet connection

Chris-TalkTalk — Fri, 06 Jan 2023 15:26:30 GMT

Thanks. We can send another router to test with, would you like us to arrange this?

Chris

Re: Frequently no internet connection

famille_bennett — Fri, 06 Jan 2023 17:43:35 GMT

yes please, sending another router to test with would be very appreciated.

thank you,

andrew

Re: Frequently no internet connection

Debbie-TalkTalk — Mon, 09 Jan 2023 07:06:05 GMT

Hi Andrew

Sorry for the delay.

The router is on its way, please allow 48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

Re: Frequently no internet connection

famille_bennett — Wed, 11 Jan 2023 16:01:10 GMT

Hi,

quick update. The router has not yet arrived more than two days on. I assume this is due to all the postal strikes delays, but i have no clue which service to query this through - is it Royal Mail / DHL etc, nor do i have any tracking number. I accept this is possibly out of TT control, but with terrible drop out rates, and no robust solution, it reflects badly on TT where blame may not be due.

I am reading a number of posts saying either "we've got no internet even though the white light is on the router" or "Openreach have resolved a fault on the line".

Both of these also apply to me - do you know if there are OpenReach queries in my area which are being looked into?

I ask because i am assuming all will be resolved with a new router...

Andrew

Re: Frequently no internet connection

Debbie-TalkTalk — Thu, 12 Jan 2023 06:50:47 GMT

Hi Andrew

Apologies, the router is delivered by a courier (yodel) this is not delivered by Royal Mail.

I've completed another line test which is clear, no faults detected.

If you haven't received the router by the end of the day then please let us know.

Thanks

Debbie

Re: Frequently no internet connection

famille_bennett — Thu, 12 Jan 2023 12:13:16 GMT

Hi Debbie,

pleased to say the new router has been delivered and is connected.

I am working from home, so will be stressing it with Teams calls and so on during the coming days.

Any issues, i'll report back, but fingers crossed ...

Thank you and bye for now

Andrew

Re: Frequently no internet connection

Debbie-TalkTalk — Thu, 12 Jan 2023 12:14:08 GMT

Hi Andrew

That's great, please let us know how you get on.

Debbie

Re: Frequently no internet connection

famille_bennett — Thu, 12 Jan 2023 15:08:47 GMT

Hi,

I have been working with the new router for 3 ½ hours, initially successfully. The router provided is TalkTalk Wi-Fi Hub version SG4K100136. I assume firmware is up to date and there are no issues of this type.

Apart from a couple of minor setting up gremlins, no concerns.

Since working with Teams, however, it is all going wrong, multiple dropouts from calls etc. From a working from home point of view, this is unacceptable. In fact, I am getting quite frustrated, angry even that this is such an issue and not quickly getting sorted.

I have the router at the side of me – whenever it drops out, the light remains as a stable white. I thought it was meant to flash orange as it re-established connection?

Looking at the maintenance log, there are 21 pages worth of DNS errors – no clue what this means, but the word error doesn’t seem to be good news.

Connecting to the router, it shows there are 4 connected devices, whereas I have 5. Is there an issue here? Are there some settings I need to know about or even change?

In other posts, related to internet dropouts, I have read often about OpenReach being busy – is there anything to know about here?

Do I need an engineer visit?

I've reset the router now - no more Teams calls today, but goodness me, since Christmas, this is poor internet service.

Andrew