topic Re: Connection issues in Broadband

Connection issues

Luke_G — Thu, 25 May 2023 13:48:57 GMT

Afternoon all,

Having repeated drops with my internet.

The disconnects only last from 30seconds to a minute at a time.

(From solid white, to flashing amber before reconnecting)

To give you a little example of just how often this is occurring I've been noting every d/c since I woke this early morning:

Thursday 25/05/2023 (d/c = Disconnect)
3:39am d/c, 3:52am d/c, 4:09am d/c, 4:11am d/c, 4:13am d/c, 4:17am d/c,
4:20am d/c, 4:24am d/c, 4:32am d/c, 4:40am d/c, 4:43am d/c, 4:45am d/c,
4:49am d/c, 4:55am d/c, 4:58am d/c, 5:38am d/c, 5:40am d/c, 10:14am d/c,

10:50am d/c, 10:54am d/c, 10:56am d/c, 10:58am d/c, 11:30am d/c, 11:37am d/c,
12:10pm d/c, 12:12pm d/c, 12:36pm d/c, 12:43pm d/c, 12:45pm d/c, 12:52pm d/c,
12:57pm d/c, 13:04pm d/c, 13:06pm d/c, 13:10pm d/c, 13:29pm d/c.

That's 35 drops so far today which as you can imagine if trying to work or watch a show it can be a bit disruptive to say the least. This many drops and instability in my connection also seems to throttle my speed. (see attached images taken from support.talktalk.co.uk)

I did a line test yesterday which came back as no faults found.

Fault reference number: REP-12935781

I had a near identical issue back in November, though a line test back then did find fault and an engineer came out to fix it. Ended up being a loose connection in the wall mounted BT access point on the outside of the building.

So ether my router is on its way out or this connections been knocked loose again.. though if the latter i would of thought a line fault would so somethings wrong and i cant do another test since the most recent case is still open.

Help would be appreciated as I cant seem to get into live chat.

Re: Connection issues

ferguson — Thu, 25 May 2023 14:23:52 GMT

Have you noticed any issues with your voice service such as noise on the line? Have you tried connecting at the test socket? Subject to that, this has been flagged to the support team and they will respond as soon as they can.

Re: Connection issues

Luke_G — Thu, 25 May 2023 14:29:44 GMT

I do not use the landline enough to say if there is any fault with the voice service. Only make like maybe 1 call a year, it's just there as a back up for family to contact. I only have the one socket that is the (master socket) which was completely replaced brand new when the engineers came last time.

Re: Connection issues

ferguson — Thu, 25 May 2023 14:37:18 GMT

OK, well do try the test socket to rule out any issues with the faceplate.

Re: Connection issues

ferguson — Thu, 25 May 2023 14:41:50 GMT

And you could try a test call, dial 0 to clear the dialling tone, there should be no hissing, crackling or similar noise on the line whatsoever.

Re: Connection issues

Luke_G — Thu, 25 May 2023 14:56:29 GMT

No noise or crackling on the line so that all seems fine, as for the faceplate it's an Openreach MK4 (built in splitter) so even if i took it off i could only test the phone. I'm not sure i have any of the old little dsl/phone split boxes laying around. Though as of right now the connections being stable so would be hard to test for the random d/c's. If i can find one next time it starts playing up i will test.

Re: Connection issues

Anonymous — Fri, 26 May 2023 05:13:11 GMT

Morning,

I'm sorry to hear this. I've run a test on the line which has detected a potential fault towards the property. If the main socket does have a test socket then it would be worth testing the router and phone directly at the test socket. If you can't locate a microfilter then please let us know and we can send one to you.

Thanks

Re: Connection issues

Luke_G — Fri, 26 May 2023 06:43:52 GMT

Morning Michelle,

Thank you for the response. I have found a microfilter and have the router and phone hooked into the test socket. Will leave it in there for the day and see if i have any of the same issues. Obliviously my speed is still 30mbs under what it should be and is hard to predict when the connection is going to start playing up so just gonna have to wait it out. I'm in all day and you are free to run tests w/e you want while it's in the test socket.

Re: Connection issues

Anonymous — Fri, 26 May 2023 06:50:49 GMT

Morning,

Thanks for connecting the router at the test socket. I've re-run the line test now which is still detecting the same fault. Do you have an alternative router that you can test with? If not then we can send a replacement router for testing purposes and also send a router returns bag so that one of the routers can be returned.

Thanks

Re: Connection issues

Luke_G — Fri, 26 May 2023 06:54:37 GMT

I do not have an alternate to test with so a replacement would be nice, just to rule out any hardware faults. If you can send one my way I will be happy to try it out and send back the other.

Re: Connection issues

Debbie-TalkTalk — Fri, 26 May 2023 07:00:48 GMT

Hi Luke

Thanks for your reply 🙂

I've ordered the replacement router, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks again.

Debbie

Re: Connection issues

Luke_G — Sun, 28 May 2023 10:41:51 GMT

:Status update:

I haven't had any observed instability in connection since my initial problems when first making this post in ether socketed normally or test socket only.

While the disconnects have seemed to calm down or at least are not happening when I'm around. My speed is still capped out around 30mbps. I'm guaranteed 70 on the plan I pay for (Usually averages low 50's to mid 60's with multi devices being used)
This may climb back up after a few days of stability, I hope. Though if not it will be an issue that needs addressing.

I received the new router last night, thank you. Will have it hooked up to the test socket for today while testing before putting the face plate back on. Will send back the old one when the post office is open tomorrow.

Feel free to run any new line tests on the new router to check for faults at your leisure.

Will update in a few days if speed issues persist or connection drops return~

Re: Connection issues

Karl-TalkTalk — Mon, 29 May 2023 06:41:30 GMT

All tests are showing clear. The profile has lowered as a result of the drops. Leave the router connected and see if the profile raises over the next 48hrs. If not, please let us know so we can progress this.

Thanks

Karl.

Re: Connection issues

Luke_G — Thu, 01 Jun 2023 09:41:39 GMT

Zero connection drops/loss issues to report since new router installed 5 days ago.
Connection speed still capped at 25-30mbs though.
Seem to be stuck on that lower profile.
Tried a few times to get my speed history from support.talktalk.co.uk/speed-to-router but it keeps failing saying "We’ve run into a problem"

Re: Connection issues

Karl-TalkTalk — Thu, 01 Jun 2023 09:54:08 GMT

glad the connection is more stable for you. I'll have a word with Openreach and see what I can do regarding the current profile, back in a mo.

Karl.

Re: Connection issues

Karl-TalkTalk — Thu, 01 Jun 2023 09:56:10 GMT

OK, try now, run a speed test via Sam Knows Speedtest

Karl.

Re: Connection issues

Luke_G — Thu, 01 Jun 2023 10:02:41 GMT

This is over Wi-Fi, no other devices using connection. Laptop doesn't have an ethernet port

Download: 30Mbps Upload: 18.0Mbps Latency: 15.6ms

:see attached image:

Re: Connection issues

Karl-TalkTalk — Thu, 01 Jun 2023 10:29:39 GMT

DLM profile is set correctly and router in sync at 78.6mb with all tests clear.

Do you have another device you could test with ?

Karl.

Re: Connection issues

Luke_G — Thu, 01 Jun 2023 10:46:21 GMT

Testing Network statistics built in software on my Xbox console which is wired shows:
Download speed: 30.85mbps Upload speed: 18.71 mbps Latency: 22ms

Using the consoles Microsoft edge browser to run same test you provided shows:
Download speed: 30.7mbps Upload speed: 19.4mbps Latency: 9ms

Just to clarify these test are all being done connected to the test socket that I've been using solely since setting up new router. Was waiting for things to stabilize before switching back to face plate.

Re: Connection issues

Karl-TalkTalk — Thu, 01 Jun 2023 10:56:33 GMT

OK, sync speed is showing here as 78mb down and 19mb up, so the reported upload is correct.

If the speeds achieved are lower then the only option is for an engineer however, if an engineer arrives, connects up his own device wired and the speeds are normal, they will charge you for the call out, so this is what we must try to avoid, and you must be sure before agreeing to an engineer.

Do you have a friend or relative nearby with a wired device, laptop etc that could test for you before we progress this.

Thanks

Karl.