topic Re: Why am I constantly being disconnected ? in Broadband

Why am I constantly being disconnected ?

Vipersan — Thu, 26 Oct 2023 21:31:09 GMT

This is not the first time I have suffered this problem.

It started again about 3 days ago....

The Router disconnects my service...usually in the middle of a movie..which is annoying and frustrating.

Re-setting the router by powering down and on adain usually fixes this...but it is now happening about 3 or 4 times a day.

Today for example I was disconnected (red light on router which is usually green when connected)...disconnected at 9:00 AM ..then again at 6:00PM ...9:10PM and 9:45 PM..

Once reconnected I do a speed check...which is acceptable ...currently 13.2 MBPS and upload 0.72MBPS.

But WHY does this keep happening ?

As I said...I had this problem last year...and up to 3 days ago..all was good..but now I feel like I'm being singled out for bad service ?

Please help if you can.

Re: Why am I constantly being disconnected ?

Anonymous — Fri, 27 Oct 2023 05:40:52 GMT

Good morning,

I'm sorry to hear this. The line test is clear. Can I just confirm, is there any noise on the voice service? Does your main socket have a test socket please? Do you also have an alternative router?

Thanks

Michelle

Re: Why am I constantly being disconnected ?

Vipersan — Fri, 27 Oct 2023 07:24:03 GMT

Good Morning Michelle..

At least my connection remained intact overnight.

I use a landline phone and I hear no noise when using it....and no I am still using a black made by Huawei which you provided.

with five LEDs in a line horizontally and a power and reset button on the left side.

cheers.

I did have a larger silver one for a while but this one died some time ago...also provided by Talk Talk.

The last time all the problems occurred an engineer was sent to test everything ...and finally concluded the problem was not at my location...but at the exchange.

He resolved this problem I believe by routing to another exchange...I believe.

On this ocasion the connection intermittent problem became permanent eventually until he solved it....and hasa been fine since.

This was either late last year or earlier this year..

I forget.

rgds

Re: Why am I constantly being disconnected ?

Anonymous — Fri, 27 Oct 2023 07:27:34 GMT

Hello,

Ok thanks for confirming. Would you like us to send a replacement router for testing purposes to rule this out?

Thanks

Michelle

Re: Why am I constantly being disconnected ?

Vipersan — Fri, 27 Oct 2023 07:31:08 GMT

By all means...

I can certainly connect up a replacement to test.

Please make sure it has 4 LAN ports minimum...as I use a fixed cat5 wired system in my house..and dont use WiFi much at all.

cheers

Evan

Re: Why am I constantly being disconnected ?

Debbie-TalkTalk — Fri, 27 Oct 2023 07:47:45 GMT

Hi Evan

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

Let us know how the connection compares with this router.

Thanks

Re: Why am I constantly being disconnected ?

Vipersan — Fri, 27 Oct 2023 07:53:35 GMT

Many thanks Debbie...I will of course let you know with a reply to this thread.

rgds

Re: Why am I constantly being disconnected ?

Debbie-TalkTalk — Fri, 27 Oct 2023 07:55:56 GMT

Hi Evan

Thank you 🙂

Debbie

Re: Why am I constantly being disconnected ?

Debbie-TalkTalk — Mon, 30 Oct 2023 08:19:09 GMT

Hi Evan

Have you received the replacement router?

Re: Why am I constantly being disconnected ?

Vipersan — Tue, 31 Oct 2023 07:48:45 GMT

Yes ..I have received the replacement router Debbie....but I am currently back on my old one since the new one does not work for me.

I dont think the replacement is the problem.

It is the handshaking protocol I suspect.

Is the replacement designed to self install and connect ?

I connected it up as per the instructions.

The amber light flashes for a while but eventually turns white....but I cannot connect anything to the internet.

I left it in this state for at least an hour...but nothing changed..so

In order to get back here and report...I had to re-install my old router which went through its own start up procedure..but had me reconnected within minutes.

????

I do remember the engineer having similar issues when he came last time...whereby he had to manually enter some details in the old routers interface in order to get it to connect.

I suspect something similar here.

He was on the phone to talk talk in order to get those needed details and make the changes...and was perplexed that it wouldn't automatically connect.

I still had no clue as to why this is ?...but I strongly suspect a handshake issue...and do believe this relates to my unpredictable disconnection issues.

I cant prove this of course...but imo this is where ALL my ongoing issues lie.

There is a bug in your system that has never been corrected...and no fault at my location as confirmed by that engineer when he came many months ago.

It confused him and he is the professional...what chance would I as an end user have ?

regards

Evan

Re: Why am I constantly being disconnected ?

Chris-TalkTalk — Tue, 31 Oct 2023 09:27:21 GMT

Hi Vipersan,

Yes it looks as though you'll need to enter the username and password in the router settings. The username is your full landline telephone number @talktalk.net and your can get your adsl password by calling 0345 1720 049 from your TalkTalk landline, you should get an automated message that will read back your password

Chris

Re: Why am I constantly being disconnected ?

Vipersan — Tue, 31 Oct 2023 10:31:22 GMT

Thanks Chris..

Hopefully this reply gets to you..

Found the router IP and navigated to the internet connection details..

Not exactly intuitive...and well buried under 'advanced' settings..

..but hopefully the real replacement router longevity connection test can now begin.

..as I am now using it with the modified details.

This whole process would not be easy for the average user...without a basic understanding of the process.

regards

Evan

Re: Why am I constantly being disconnected ?

Chris-TalkTalk — Tue, 31 Oct 2023 10:55:35 GMT

Hi Evan,

I'm sorry, I know it's not particularly straight forward. I know it doesn't help you but the vast majority of customers wouldn't need to do this, you are one of a very small number of customers still using password authentication.

Please let us know how you get on

Chris

Re: Why am I constantly being disconnected ?

Vipersan — Tue, 31 Oct 2023 11:12:27 GMT

Indeed I will Chris..

It does make me wonder though ..since I am still using password identification...and in a minority in this.

If this is perhaps why I am experiencing periodic disconnection issues ?

Maybe the 'system' doesn't readily accommodate us old system users.

The ISP has changed hands a few times since I signed up with Pipex many many years ago.

regards.

Re: Why am I constantly being disconnected ?

Chris-TalkTalk — Tue, 31 Oct 2023 11:18:03 GMT

The type of authentication shouldn't cause any issues but the fibre services (FTTC and FTTP) do tend to have less issues as they replace some or all of the old copper cables from the home to the exchange with optical fibre

Chris

Re: Why am I constantly being disconnected ?

Vipersan — Tue, 31 Oct 2023 11:26:08 GMT

Very informative thanks Chris

Re: Why am I constantly being disconnected ?

Vipersan — Sun, 05 Nov 2023 09:06:17 GMT

So far so good Chris...up to now my connection has remained solid with the replacement router.

I'll report again next weekend or sooner if the connection fails.

regards

Evan

Re: Why am I constantly being disconnected ?

Anonymous — Mon, 06 Nov 2023 07:25:10 GMT

Good morning,

Thanks for the update and I'm glad to hear that the connection has remained stable 🙂

Thanks

Michelle

Re: Why am I constantly being disconnected ?

Vipersan — Tue, 14 Nov 2023 14:01:56 GMT

As of today 14th Nov...connection has been reliable.

Hopefully This continues following the installation of the replacement router.

I will only post again to this thread if the problem comes back.

Thanks to all for your help.

rgds

Evan

Re: Why am I constantly being disconnected ?

Chris-TalkTalk — Tue, 14 Nov 2023 14:08:30 GMT

That's great news Evan, thanks for letting me know

Chris