topic Re: Broadband dropping out. in Broadband

Broadband dropping out.

awt411 — Thu, 19 Jan 2023 09:04:05 GMT

For quite a while, my internet has been dropping out at different times for varying periods. The telephone service, which comes in on the same line, is unaffected. I have replaced all cables and tried another router, to no avail. I am wondering if it could be due to a bad connection in the Openreach MK4 5C box? Or a fault at the exchange.

Re: Broadband dropping out.

Chris-TalkTalk — Thu, 19 Jan 2023 09:24:42 GMT

Hi awt411,

I'm sorry to hear that you're experiencing problems with your service. How many telephone sockets do you have? Do you have anything connected to your telephone socket(s) in addition to your router and one telephone?

Chris

Re: Broadband dropping out.

awt411 — Thu, 19 Jan 2023 09:34:49 GMT

One socket, nothing else connected.

Re: Broadband dropping out.

Chris-TalkTalk — Thu, 19 Jan 2023 10:03:19 GMT

Ok thanks. Have you tried connecting your router to the test socket?

Chris

Re: Broadband dropping out.

awt411 — Thu, 19 Jan 2023 11:54:02 GMT

The box was only fitted last August to replace one which has been used for years. There are no screws in the faceplate to dismantle it and I am a bit reluctant to try opening it without precise instructions on how to do so. Does it just unclip with finger pressure?

Re: Broadband dropping out.

Chris-TalkTalk — Thu, 19 Jan 2023 12:13:15 GMT

Yes the face plate should just unclip revealing the test socket. You'll need a micro-filter to connect the router to the test socket - Your guide to main phone sockets - TalkTalk Help & Support

Chris

Re: Broadband dropping out.

awt411 — Thu, 19 Jan 2023 13:48:20 GMT

Hi Chris

I am now working out of the test socket with a filter and the fault is still there.

Tony

Re: Broadband dropping out.

Chris-TalkTalk — Thu, 19 Jan 2023 14:20:48 GMT

OK thanks for testing. Are you experiencing any problems with your telephone service, any noise on the line?

Chris

Re: Broadband dropping out.

awt411 — Thu, 19 Jan 2023 15:40:03 GMT

No, the telephone service in not affected.

Re: Broadband dropping out.

Anonymous — Fri, 20 Jan 2023 06:44:30 GMT

Morning,

The line test is now detecting a potential line fault so I've passed this over to Openreach for an external line investigation to be completed. We'll re-check the fault again on Monday for an update for you.

Thanks

Re: Broadband dropping out.

Anonymous — Mon, 23 Jan 2023 07:29:55 GMT

Morning,

I've checked and there are no additional updates as yet so we will re-check this again later on this afternoon.

Thanks

Re: Broadband dropping out.

Anonymous — Mon, 23 Jan 2023 12:39:51 GMT

Hello,

We've re-checked again and the fault is still under investigation. No timescales at the moment but we will continue to monitor this for updates for you.

Thanks

Re: Broadband dropping out.

Anonymous — Tue, 24 Jan 2023 06:58:01 GMT

Morning,

We've received an update to advise that this should now be resolved. I've also re-run the line test again and this is now clear. How is your connection at the moment?

Thanks