topic Re: Connection dropping in Broadband

Connection dropping

Gangerlv — Thu, 16 Mar 2023 08:58:08 GMT

Hi, im experiencing a lot of broadband dropouts, can someone please check the line?

Its nearly impossible to work from home .

Cheers

Re: Connection dropping

Karl-TalkTalk — Thu, 16 Mar 2023 09:07:53 GMT

can you update your 'Community Profile' as I can't locate an active account with the phone number you have listed.

Thanks

Karl.

Re: Connection dropping

Gangerlv — Thu, 16 Mar 2023 09:11:58 GMT

Hi Karl, should be ok now.

Thanks

Re: Connection dropping

Karl-TalkTalk — Thu, 16 Mar 2023 10:22:23 GMT

tests are clear but I do see some drops.

would you like to try another router to rule out a hardware issue?

Thanks

Karl.

Re: Connection dropping

Gangerlv — Thu, 16 Mar 2023 10:26:18 GMT

Yes please, had this router for quite a few years now.

thanks

Re: Connection dropping

Karl-TalkTalk — Thu, 16 Mar 2023 10:33:23 GMT

ok, one is on the way.

Thanks

Karl.

Re: Connection dropping

Gangerlv — Wed, 22 Mar 2023 19:52:08 GMT

Hi Karl, got my new router. Thanks, but it was getting speeds up to a 15Mb a sec. Old one had up to a 60.

Kept it plugged in for a couple of days and speed didnt increase, so plugged old back and it was getting download speed of 1.5. So new one was plugged back in.

Looks like the line needs to be reset after all the droputs.

please advise.

thanks

Re: Connection dropping

Debbie-TalkTalk — Thu, 23 Mar 2023 06:58:43 GMT

Hi Gangerlv

Is the new router connected at the moment? (So I can check the current sync speed)

We advise to leave the new router connected for at least 48hrs without rebooting to allow DLM time to monitor and adjust the profile/speed.

Thanks

Debbie

Re: Connection dropping

Gangerlv — Thu, 23 Mar 2023 07:51:22 GMT

Hi Debbie, ye the new one is online.

thanks

Re: Connection dropping

Debbie-TalkTalk — Thu, 23 Mar 2023 08:02:16 GMT

Hi Gangerlv

Thank you. I've checked the line test is detecting a potential fault towards the property.

Is the new router at the test socket? When you connected the new router did you also use the new cables and filter?

Re: Connection dropping

Gangerlv — Thu, 23 Mar 2023 17:22:23 GMT

No, it is not at the test socket. Not even at master socket. It is where it was for 3 years without an issue. I could plug it in at the master socket, but will it not flag as another dropout for DLM?

thanks

Re: Connection dropping

Chris-TalkTalk — Fri, 24 Mar 2023 06:35:11 GMT

Hi Gangerlv,

It will be fine to move the router to the test socket. We really need to test at the test socket to make sure the problem isn't with the extension socket/wiring in your home

Chris

Re: Connection dropping

Gangerlv — Sat, 25 Mar 2023 13:08:10 GMT

Ok, got it plugged in at the master socket, now router is showing 60+ down, but when speed tested im getting only 13 max down.

thanks

Re: Connection dropping

ferguson — Sat, 25 Mar 2023 14:07:54 GMT

Are these speedtest results wired, wireless, or both?

Re: Connection dropping

Gangerlv — Sat, 25 Mar 2023 15:09:46 GMT

Wired, wireless is done by Ubiquity. Router is used as a modem only.

Re: Connection dropping

ferguson — Sat, 25 Mar 2023 15:15:37 GMT

OK, thanks for that. Wait and see what the support team say when they are back online from Monday. In the meantime please leave the router connected at the test socket.

Re: Connection dropping

Chris-TalkTalk — Mon, 27 Mar 2023 06:55:01 GMT

Hi Gangerlv,

Do you get slow throughput speeds if connected directly to the TalkTalk router?

Chris

Re: Connection dropping

Gangerlv — Mon, 27 Mar 2023 07:21:40 GMT

Hi Chris, yes up to 13 down and 19 upload.

thanks

Re: Connection dropping

Chris-TalkTalk — Mon, 27 Mar 2023 07:48:26 GMT

Ok thanks, could you switch the router off and leave it off for at least 30 minutes then switch back on and retest. Please let us know if there's any improvement

Chris

Re: Connection dropping

Chris-TalkTalk — Mon, 27 Mar 2023 13:01:40 GMT

Hi Gangerlv,

Just checking in, how are you getting on, have you had chance to to switch the router off for 30 minutes and retest yet

Chris