topic Re: Internet connection keeps randomly dropping throughout the day in Broadband

Internet connection keeps randomly dropping throughout the day

AJW93 — Thu, 07 Mar 2024 07:29:12 GMT

Hello.

We've recently had an engineer around our house to check the connections within our home. He's replaced the ethernet cable as he said there was a manufacturing fault with it which could be causing the dropouts in connection.

Since the visit we've been having the same issues where our internet will randomly drop throughout the day for roughly a couple of minutes at a time.

When checking the router there is a flashing orange light which eventually turns to steady white once the internet has reconnected.

I'm just wondering what this issue could be?

Thanks.

Re: Internet connection keeps randomly dropping throughout the day

Anonymous — Thu, 07 Mar 2024 07:34:50 GMT

Good morning,

I'm sorry to hear this and I will take a look now. I've run a test on the line which hasn't detected a fault. however the connection does look very unstable. Has your router also been replaced? Does your main socket have a test socket please?

Thanks

Michelle

Re: Internet connection keeps randomly dropping throughout the day

AJW93 — Thu, 07 Mar 2024 07:42:32 GMT

Hi Michelle. Thanks for your reply.

The router is still the same one that we've always had since being with TalkTalk. I believe there is a test socket behind the faceplate however I haven't tested the connection with this.

Re: Internet connection keeps randomly dropping throughout the day

Anonymous — Thu, 07 Mar 2024 07:44:46 GMT

Hi,

Thanks for confirming. Would it be possible to test the router, microfilter and phone at the test socket for a short period just to rule this out please? If the connection is still dropping then we can send a replacement router for testing purposes.

Thanks

Michelle

Re: Internet connection keeps randomly dropping throughout the day

AJW93 — Thu, 07 Mar 2024 07:46:22 GMT

Hi Michelle.

I'll have to check this a little later as my children have got school this morning however I will let you know how it's doing once the test has been done.

Regards.

P.S: Is there a way to remove the old post that I put up so I don't get replies on both posts?

Re: Internet connection keeps randomly dropping throughout the day

Anonymous — Thu, 07 Mar 2024 07:50:08 GMT

Hi,

No problem. Please let us know how you get on 🙂

I've also moved your other topic as requested so you should only see this topic.

Thanks

Michelle

Re: Internet connection keeps randomly dropping throughout the day

AJW93 — Thu, 07 Mar 2024 13:13:32 GMT

Thanks Michelle for this. So I've just got back as we've been out this morning. I've connected the router to the test socket via a microfilter. I'll keep you posted on how it performs. What would be the next step if it ends up being the faceplate that's the issue? Will it be something we'd have to pay for?

Re: Internet connection keeps randomly dropping throughout the day

Anonymous — Thu, 07 Mar 2024 13:16:04 GMT

Good afternoon,

Thanks for the update and please let us know how the stability compares. Openreach maintain the connection up to the test socket so the faceplate is classed as internal wiring. Do you have any extension sockets?

Thanks

Michelle

Re: Internet connection keeps randomly dropping throughout the day

AJW93 — Thu, 07 Mar 2024 13:26:12 GMT

Hi Michelle. Unfortunately we don't, no. There's only this socket in the house as far as I'm aware.

Can you use it like this without the faceplate on or will it cause damage to the socket?

Regards.

Re: Internet connection keeps randomly dropping throughout the day

Debbie-TalkTalk — Thu, 07 Mar 2024 13:34:46 GMT

Hi AJW93

Thanks for your reply.

You can keep the router connected at the test socket, mine is like this at home.

Re: Internet connection keeps randomly dropping throughout the day

AJW93 — Thu, 07 Mar 2024 13:35:58 GMT

Thanks for the info Debbie 🙂

Re: Internet connection keeps randomly dropping throughout the day

Debbie-TalkTalk — Thu, 07 Mar 2024 13:39:06 GMT

Hi AJW93

No problem 🙂

Please let us know how the connection compares with the router at the test socket.

Re: Internet connection keeps randomly dropping throughout the day

AJW93 — Thu, 07 Mar 2024 22:57:32 GMT

Just an update.

So I've been using the router with the microfilter attached to the test socket since we last spoke.

I haven't noticed any issues with the connection dropping so I'm guessing it could have just been a faulty faceplate.

I'll keep track of it tomorrow and let you know with any updates.

Thanks.

Re: Internet connection keeps randomly dropping throughout the day

Anonymous — Fri, 08 Mar 2024 07:03:17 GMT

Good morning,

I'm glad to hear this and please let us know if the connection does become unstable.

Thanks

Michelle

Re: Internet connection keeps randomly dropping throughout the day

AJW93 — Fri, 08 Mar 2024 07:54:17 GMT

Morning Michelle.

We've had the same issue again this morning with the connection dropping for about 5 minutes.

Kind Regards.

Re: Internet connection keeps randomly dropping throughout the day

Anonymous — Fri, 08 Mar 2024 07:55:31 GMT

Morning,

I'm sorry to hear this. Would you like us to send a replacement router for testing purposes to rule this out?

Thanks

Michelle

Re: Internet connection keeps randomly dropping throughout the day

AJW93 — Fri, 08 Mar 2024 07:56:39 GMT

Morning Michelle.

That'd be great if you could. Would there be any charge for this?

Regards.

Re: Internet connection keeps randomly dropping throughout the day

Debbie-TalkTalk — Fri, 08 Mar 2024 08:09:14 GMT

Hi AJW93

The router is on its way, there is no charge for this.

Please allow 24-48hrs for this to arrive. Let us know how you get on.

Thanks

Debbie

Re: Internet connection keeps randomly dropping throughout the day

AJW93 — Fri, 08 Mar 2024 08:12:22 GMT

Hi Debbie.

Thanks for getting this sorted for me.

Does the router get delivered at weekends as well or is just on weekdays?

Regards.

Re: Internet connection keeps randomly dropping throughout the day

Debbie-TalkTalk — Fri, 08 Mar 2024 08:21:48 GMT

Hi AJW93

No problem 🙂

It's a courier so it may arrive over the weekend.

Thanks