topic Re: Connection in Broadband

Connection

Joe902 — Tue, 27 Feb 2024 10:28:56 GMT

Router connection goes off and back on a few times a day for weeks now.

Re: Connection

Debbie-TalkTalk — Tue, 27 Feb 2024 10:33:17 GMT

HI Joe902

I'm sorry to hear this.

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

Is the router currently connected at the test socket?

Re: Connection

Joe902 — Tue, 27 Feb 2024 12:24:19 GMT

Just been off and back on again .

Re: Connection

Debbie-TalkTalk — Tue, 27 Feb 2024 12:26:37 GMT

Hi Joe902

Is it at the test socket at the moment? (Just so I can run another line test in this set up)

Re: Connection

Joe902 — Tue, 27 Feb 2024 17:46:27 GMT

surprise surprise, a total of 7 times disconnection today Tues, 27/02/24. I hope i don`t get a bill for broadband this month??????

Re: Connection

Gliwmaeden2 — Tue, 27 Feb 2024 21:33:57 GMT

@Joe902, you need to answer Debbie-Talktalk's question:

Is the router plugged in at the test socket?

This is for them to test your line with no extraneous paraphernalia in the way. They are trying to get to the bottom of the issue for you.

If you have a test socket it will be located in the master socket, so you need to check whether your master socket has a test socket.

Read this article:

https://community.talktalk.co.uk/t5/Articles/Your-guide-to-main-phone-sockets/ta-p/2205432

If you can set up your router correctly at the test socket, staff will be able to run further tests in the morning - they are on here very early, so it may be done by breakfast time, and then you can check back on here for any further steps.

Re: Connection

Debbie-TalkTalk — Wed, 28 Feb 2024 06:53:50 GMT

Hi Joe902

Please can you confirm the below, I can then continue investigating this fault for you.

Is it at the test socket at the moment? (Just so I can run another line test in this set up)

Re: Connection

Debbie-TalkTalk — Thu, 29 Feb 2024 11:25:23 GMT

Hi Joe902

Do you still need help with this?

Re: Connection

Joe902 — Tue, 26 Mar 2024 00:51:29 GMT

(Router connection goes off and back on a few times a day for weeks now.)

Nearly 4 months later now with the same problem.

Mark & Janet across the road have no problem with B.T. connection.

Re: Connection

Gliwmaeden2 — Tue, 26 Mar 2024 05:39:01 GMT

@Joe902, I'll re-escalate this thread for attention.

It will be essential to plug the router in at the test socket, as mentioned in our previous replies.

It's also important that you follow up promptly on here when staff respond.

These tests are to ascertain whether the fault is with your equipment or within the house, or external, as you don't want an engineer being sent out unnecessarily - that would incur charges.

So it's important to follow the instructions for the tests.

https://community.talktalk.co.uk/t5/Articles/Engineer-charges/ta-p/2207291

Re: Connection

Debbie-TalkTalk — Tue, 26 Mar 2024 07:14:45 GMT

Hi @Joe902

Please can you connect the router at the test socket so I can run a line test in this set up?

Re: Connection

Joe902 — Tue, 26 Mar 2024 12:33:38 GMT

Hi, there is no router test socket underneath the MASTER SOCKET 5C, only a telephone socket on an OPEN REACH MK4. Joe. (mentioned before).

Re: Connection

Gliwmaeden2 — Tue, 26 Mar 2024 12:43:54 GMT

There's no mention of which Master Socket you have anywhere in this thread, @Joe902, previously, and the information contained here is separate from any phone calls or Chat support.

This is the first time that you have described it on the Community.

Re: Connection

Chris-TalkTalk — Tue, 26 Mar 2024 12:50:45 GMT

Hi Joe,

Can you connect the router with a micro-filter to the test socket and let us know when you've done this

Thanks

Chris

Re: Connection

Joe902 — Tue, 26 Mar 2024 14:31:08 GMT

hi Chris, manage to find a micro-filter and will put the router plug in it only, then plug in to the test socket at 2-25pm. Tues.

Re: Connection

Chris-TalkTalk — Tue, 26 Mar 2024 14:38:46 GMT

I've run the line test again, it's still picking up a potential problem. Are you experiencing any problems with your telephone service?

Chris

Re: Connection

Joe902 — Tue, 26 Mar 2024 15:19:13 GMT

Hi and yes, crackling on the phone sometimes , over the last 4 months.

Re: Connection

Chris-TalkTalk — Tue, 26 Mar 2024 15:22:46 GMT

OK thanks, can you hear that crackle at the moment?

Chris

Re: Connection

Joe902 — Tue, 26 Mar 2024 15:57:49 GMT

No not at 3-50pm today Tues. What surprises me is that last Fri the connection went off at 4-30pm and 9-10pm,Sat once but Sun 4 times and Mon4-35pm . It can be ok for 5 days as well.

Re: Connection

Anonymous — Wed, 27 Mar 2024 07:14:19 GMT

Hi Joe,

I'm sorry for the delay. I've re-run the line test again now and it's still detecting a potential fault towards the property. I can see that we've tested the line at the test socket, have you also tested with a different router as the next step will be to arrange an engineer visit to the property?

Thanks

Michelle