topic Re: Occasionally no internet access in Broadband

Occasionally no internet access

kevvvek — Mon, 18 Mar 2024 03:13:19 GMT

Hi Team, my internet connection dropped occasionally and it happened a few times a day. I can connect to my WIFI but there is no internet access. After a few minutes, the connection will be resumed. Can you help to check what is the issue?

During the downtime, I can ping 192.168.1.1 with response. But when I ping 8.8.8.8, the response is "Request timed out".

Re: Occasionally no internet access

Debbie-TalkTalk — Mon, 18 Mar 2024 07:22:16 GMT

Hi kevvvek

I'm really sorry to hear this.

Please can you add your name to your Community Profile, we can then take a look at this for you.

Thanks

Re: Occasionally no internet access

Debbie-TalkTalk — Tue, 19 Mar 2024 08:00:24 GMT

Hi kevvvek

Thank you for updating your Community Profile.

I've completed a line test and this has detected a potential fault.

Is your router connected at the test socket?

Re: Occasionally no internet access

kevvvek — Tue, 19 Mar 2024 09:55:03 GMT

Hi Debbie

Thank you for your testing.

I am not sure what is test socket. Currently, there is a "LINE to DSL/PHONE" connector connected to the wall socket. And we connect the router "Broadband" port to the "DSL" port of the connector.

Kevin

Re: Occasionally no internet access

Debbie-TalkTalk — Tue, 19 Mar 2024 10:01:43 GMT

Hi Kevin

Thanks for your reply.

Would it be possible to post a photo of your master socket on this thread? (just so I can check)

Re: Occasionally no internet access

kevvvek — Tue, 19 Mar 2024 12:01:34 GMT

Hi Debbie

The image is attached.

Thanks

Kevin

Re: Occasionally no internet access

Debbie-TalkTalk — Tue, 19 Mar 2024 12:04:01 GMT

Hi Kevin

Thank you 🙂

You are already connected at the test socket. Have you just connected this now or is this your usual set up?

Re: Occasionally no internet access

kevvvek — Tue, 19 Mar 2024 15:57:12 GMT

Hi Debbie, This is our usual setup. Honestly, we don't know it is a test socket.

Re: Occasionally no internet access

Debbie-TalkTalk — Wed, 20 Mar 2024 07:00:45 GMT

Hi kevvvek

Thanks for your reply.

Please can you add your name and the account holders name to the Private Notes section of your Community Profile, I can then pass this fault over to Openreach.

Thanks again.

Debbie

Re: Occasionally no internet access

kevvvek — Wed, 20 Mar 2024 09:19:10 GMT

Hi Debbie, thank you for your help. I have updated the private notes. Please let me know if u need more information.

Thanks Kevin

Re: Occasionally no internet access

Debbie-TalkTalk — Wed, 20 Mar 2024 09:23:04 GMT

Hi Kevin

Thank you. Openreach are now asking that we arrange an engineer visit to the property.

I'm just sending you a Private Message to confirm some details so we can arrange this visit?

Re: Occasionally no internet access

Debbie-TalkTalk — Wed, 20 Mar 2024 09:56:46 GMT

Hi Kevin

Thanks for the Private Message.

I will let you know as soon as I receive further updates from Openreach.

Debbie

Re: Occasionally no internet access

Debbie-TalkTalk — Mon, 25 Mar 2024 08:54:46 GMT

Hi @kevvvek

Just to confirm, has this fault been resolved?