topic Re: Daily internet dropouts at very specific times. in Broadband

Daily internet dropouts at very specific times.

LiTTam — Tue, 30 Jan 2024 20:55:59 GMT

Hello,

My internet drops out at 13:55 and 19:55 daily for a few seconds. It's not a long time but I work from home and this causes important work calls to cut out etc. if they're at these times.

This happens on all devices, so it is not the device(s) at fault.

This happens to devices both on WiFi and ethernet, so it's not a WiFi/Ethernet issue

The router remains powered on, and the devices remain connected to it

I know the above by running constant ping tests, and each day at the same times for 5 - 6 seconds, the internet drops out.

Chat support have determined there's no problem with the line, the router has been factory reset, but the issue remains.

It seems likely a task/service is running at these times either on the router, or on the ISP's end. I have not been able to get anywhere with the live chat as they want to run constant line tests, which find no problems.

Re: Daily internet dropouts at very specific times.

Anonymous — Wed, 31 Jan 2024 07:25:32 GMT

Hi Liam,

I'm sorry to hear this. Do you have any devices in your home set on a timer to come on or off at these exact times?

Thanks

Michelle

Re: Daily internet dropouts at very specific times.

LiTTam — Wed, 31 Jan 2024 15:53:12 GMT

Hi Michelle,

I do not, I've spent a week or so trying different things each day. Checked all devices in my home and powered them off before the effected times to see if they make a difference, and nothing does.

The only thing that is consistent in the problem is the router, or the connection coming into the router.

Re: Daily internet dropouts at very specific times.

Anonymous — Thu, 01 Feb 2024 06:42:58 GMT

Morning Liam,

Ok thanks for confirming. Do you have an alternative router that you could test with please to rule this out? If not then we can send a replacement router for testing purposes.

Thanks

Michelle

Re: Daily internet dropouts at very specific times.

LiTTam — Thu, 01 Feb 2024 11:52:47 GMT

Sadly I do not have a spare router to test with.

If you could send one that would be good

Re: Daily internet dropouts at very specific times.

Anonymous — Thu, 01 Feb 2024 11:58:47 GMT

Hi Liam,

Can you please update your community profile to include your:

Name
Telephone number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle

Re: Daily internet dropouts at very specific times.

LiTTam — Thu, 01 Feb 2024 12:01:42 GMT

I have updated this now

Re: Daily internet dropouts at very specific times.

Anonymous — Thu, 01 Feb 2024 12:03:31 GMT

Hi Liam,

Can you please update your community profile to also include your:

TalkTalk Telephone number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle

Re: Daily internet dropouts at very specific times.

LiTTam — Thu, 01 Feb 2024 12:08:48 GMT

Talktalk number added

Re: Daily internet dropouts at very specific times.

Debbie-TalkTalk — Thu, 01 Feb 2024 13:02:10 GMT

Hi LiamVxT

Thanks for updating your Community Profile.

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

Please let us know how you get on.

Thanks again.

Debbie

Re: Daily internet dropouts at very specific times.

LiTTam — Mon, 05 Feb 2024 00:16:38 GMT

New router arrived, I installed it, and have since had no more drop outs

Thank you very much for the help

Re: Daily internet dropouts at very specific times.

Karl-TalkTalk — Mon, 05 Feb 2024 06:06:57 GMT

Hi Liam

Glad to hear the new router has resolved the issue for you. I'll send a quick survey so you can rate your interaction with our Community.

Regards,

Karl.

Re: Daily internet dropouts at very specific times.

LiTTam — Fri, 09 Feb 2024 19:51:39 GMT

Hi again

Sadly I was mistaken and the issue didn't vanish, it just seemed to change time in which the internet drops. Suspiciously it seems to be about 30 mins later, which was roughly the time my internet was down for whilst I was changing the router over. It drops exactly 6 hours apart, it's currently daily at 7:31:43, 13:31:43 and 19:31:43. I'd likely assume it happens at 01:31:43 too but I'm not on to test at that time.

So, I've ruled out:

Router

Microfilter

RJ45 Cable

Router Power Supply

Ethernet or WiFi Specifically (happens on all/any device regardless of connection type)

Device (Happens on all devices at the same times)

Anything in my house (other devices) causing it. I've literally powered off any internet connectable device such as Smart TV etc.

The only thing that hasn't been changed, and that I cant rule out, is the actual source of internet, before it hits my router.

Re: Daily internet dropouts at very specific times.

Gliwmaeden2 — Fri, 09 Feb 2024 20:44:03 GMT

Staff will follow up after the weekend, @LiTTam.

Re: Daily internet dropouts at very specific times.

Chris-TalkTalk — Mon, 12 Feb 2024 08:48:27 GMT

Hi Liam,

How has it been over the weekend, are you still experiencing the same issue?

Chris

Re: Daily internet dropouts at very specific times.

LiTTam — Mon, 12 Feb 2024 11:14:27 GMT

Morning Chris,

Yeah at the exact same times as previously mentioned on Friday

Re: Daily internet dropouts at very specific times.

Chris-TalkTalk — Mon, 12 Feb 2024 11:54:10 GMT

Ok thanks. I've checked the line history for the last few days and the only unavailable seconds that I can see are on the 9th at around 3pm. The error count appears to be low all the time too

Have you noticed if the light changes on the router when the connection drops?

Chris

Re: Daily internet dropouts at very specific times.

LiTTam — Mon, 12 Feb 2024 15:20:25 GMT

The 9th at ~3pm would have been when I changed my router power cable and RJ45 cable

I'll keep an eye on the router light tonight at the usual drop out time and report back, I haven't noticed the light changing but that's because I haven't looked thus far

Re: Daily internet dropouts at very specific times.

Chris-TalkTalk — Mon, 12 Feb 2024 15:22:43 GMT

OK thanks

Chris

Re: Daily internet dropouts at very specific times.

LiTTam — Mon, 12 Feb 2024 19:34:44 GMT

Just checked, it just spiked again and nope, the light on the router doesn't change.