topic Re: My connection keeps dropping outs in Broadband

My connection keeps dropping outs

AnnieMin — Sat, 28 Oct 2023 22:25:57 GMT

I am experiencing a very annoy issue that my internet connection suddenly became very unstable since days ago, router's light constantly went amber, lost connection but reconnect again every around 10 minutes, I've tried to restart the router after turning power off for half-hour but the problem remains.

I've run an online connection test but no issue reported.

I also checked the router's few latest logs it says:

28.10.2023 23:10:29	Error	DNS	DNS name resolution failure (32.156.90.20.in-addr.arpa)
28.10.2023 23:10:08	Info	SYS	TR-069 connectivity to (acs.talktalk.co.uk) has been closed
28.10.2023 23:10:05	Info	DHCPC	The WAN DHCP client IP address 78.147.219.88
28.10.2023 23:09:31	Info	DHCPC	WAN DHCP client (1) started
28.10.2023 23:09:28	Info	XDSL	VDSL connectivity is up port 1
28.10.2023 23:08:59	Warning	DHCPC	WAN DHCP client (1) stopped
28.10.2023 23:08:58	Info	XDSL	VDSL connectivity is down port 1
28.10.2023 23:05:59	Error	DNS	DNS name resolution failure (_7001._https.appdeum.talktalk.co.uk)
28.10.2023 23:04:57	Error	DNS	DNS name resolution failure (_7001._https.appdeum.talktalk.co.uk)

Re: My connection keeps dropping outs

Divsec — Sun, 29 Oct 2023 07:53:04 GMT

Hi @AnnieMin your post has been escalated and you should hear tomorrow.

Do you, by good fortune, have a spare router you could try for a few hours today?

Re: My connection keeps dropping outs

AnnieMin — Sun, 29 Oct 2023 17:51:21 GMT

unfortunately I don't spare route to do the test, but I can copy the latest logs which just happened a few minutes ago as below

29.10.2023 17:47:22	Info	SYS	TR-069 connectivity to (acs.talktalk.co.uk) has been closed
29.10.2023 17:47:19	Info	DHCPC	The WAN DHCP client IP address 78.147.219.88
29.10.2023 17:46:45	Info	DHCPC	WAN DHCP client (1) started
29.10.2023 17:46:43	Info	XDSL	VDSL connectivity is up port 1
29.10.2023 17:46:14	Warning	DHCPC	WAN DHCP client (1) stopped
29.10.2023 17:46:13	Info	XDSL	VDSL connectivity is down port 1

Re: My connection keeps dropping outs

AnnieMin — Sun, 29 Oct 2023 18:01:07 GMT

again:

29.10.2023 17:58:27	Info	SYS	TR-069 connectivity to (acs.talktalk.co.uk) has been closed
29.10.2023 17:58:23	Info	DHCPC	The WAN DHCP client IP address 78.147.219.88
29.10.2023 17:57:52	Info	DHCPC	WAN DHCP client (1) started
29.10.2023 17:57:50	Info	XDSL	VDSL connectivity is up port 1
29.10.2023 17:57:21	Warning	DHCPC	WAN DHCP client (1) stopped
29.10.2023 17:57:20	Info	XDSL	VDSL connectivity is down port 1

Re: My connection keeps dropping outs

Debbie-TalkTalk — Mon, 30 Oct 2023 06:32:54 GMT

Hi AnnieMin

The line test has detected a potential fault towards the property and Openreach are requesting that we arrange an engineer visit.

Just to confirm, is the router currently connected at the test socket?

Are you experiencing any faults with the landline service when making calls?

Re: My connection keeps dropping outs

AnnieMin — Mon, 30 Oct 2023 08:28:26 GMT

to answer your questions:

I only have one socket in the room which is "master socket 5c" installed by openreach 2 years ago. and I don't use landline phone so I am very sorry cannot test landline service.

I've tried following actions in order to find out if there is a poor connection issue from socket but no luck.

1, change line splitter connecting to the socket

2, change the telephone line connect to the router

3, remove the front plate of socket then plug in the splitter directly

Thanks

Re: My connection keeps dropping outs

Debbie-TalkTalk — Mon, 30 Oct 2023 08:30:12 GMT

Hi AnnieMin

Would you like me to send a replacement router for testing first so we can rule this out?

The next step following this will be an Openreach engineer visit.

Thanks

Re: My connection keeps dropping outs

AnnieMin — Mon, 30 Oct 2023 09:05:26 GMT

sure you can

Re: My connection keeps dropping outs

Debbie-TalkTalk — Mon, 30 Oct 2023 09:15:15 GMT

Hi AnnieMin

Thanks for your reply.

The router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router. We can also run another line test once the new router has been connected.

Thanks again.

Debbie

Re: My connection keeps dropping outs

AnnieMin — Mon, 30 Oct 2023 10:41:16 GMT

Thank you so much.

I exported all the logs of past week and screened the dropouts logs, I got some findings and here is my guess FYI.

1, There were much more dropouts over night than day time

2, from 23 OCT to 28 OCT, there were 17 times of dropouts ,but from 28 OCT to now, there were 111 times of dropouts

I checked the weather for past week, it was raining in past two days and before 28 weather is relatively dry.

please allow me to take a guess, it could be somewhere poor line connection outside, when temperature going low and humidity get high, the connection became unstable then dropouts take places.

😁

Re: My connection keeps dropping outs

Debbie-TalkTalk — Mon, 30 Oct 2023 10:45:24 GMT

Hi AnnieMin

Thanks for the additional information.

If the fault is still present with the replacement router then we can arrange an engineer visit and add to the notes that the fault maybe weather related.

Thanks again.

Debbie

Re: My connection keeps dropping outs

AnnieMin — Tue, 31 Oct 2023 21:11:37 GMT

Hi Debbie,

I thank you sending me a new router, I have set it up and I will monitor the connection for sure.

However I cannot see any logs in new router's system, compare to my old router, even a login operation will lodge the log.

this would be a tricky things that even there is a dropouts happened I am not able to check it with the logs, unless I see it happen with my eyes....

So is there a setting to turn on logs? please advise.

no logs recorded.

Re: My connection keeps dropping outs

Anonymous — Wed, 01 Nov 2023 07:12:11 GMT

Morning,

Thanks for the update. The logs should be present. Could you try resetting the router and set this up again and let us know if the logs show please?

Thanks

Michelle

Re: My connection keeps dropping outs

AnnieMin — Wed, 01 Nov 2023 09:45:42 GMT

is it possible to import a configuration file (.cfg) to the replacement router? as I want to duplicate the advance settings to new router.

the cfg file was exported from my old router maybe months ago.

I cannot find the way to do that, did you remove the function from the latest firmware?

Thanks

Re: My connection keeps dropping outs

AnnieMin — Wed, 01 Nov 2023 09:51:41 GMT

still not working, but no worries I have a workaround to monitor the connection.

Re: My connection keeps dropping outs

Karl-TalkTalk — Wed, 01 Nov 2023 09:55:12 GMT

Ok, to answer your earlier question, with the latest firmware, it is not possible to save or import a configuration file.

Karl.

Re: My connection keeps dropping outs

AnnieMin — Thu, 02 Nov 2023 10:32:49 GMT

Hi，

I use the replacement router for one day now, there were two times of the dropouts in past 24hours, looks like better than the old one but still not Zero dropouts.

right now the connection speed is low at 39Mbps, fast.com says the same.

So there is still something wrong, please helpspeed is low

Re: My connection keeps dropping outs

Karl-TalkTalk — Thu, 02 Nov 2023 11:03:09 GMT

line tests are showing a possible fault. I've logged this to Openreach to take a look.

Check back here in 24hrs and we can get an update for you.

Thanks

Karl.

Re: My connection keeps dropping outs

AnnieMin — Fri, 03 Nov 2023 11:15:00 GMT

good morning,

is there any updates or operation done by openreach?

Speed is still low less than 40M

Re: My connection keeps dropping outs

Karl-TalkTalk — Fri, 03 Nov 2023 13:40:44 GMT

no updates as yet. Th fault is still open with Openreach. With the recent storm damage around the country, Openreach may see an increase in fault reports, but will try to get to your line as quickly as they can.

Karl