topic Re: Dropping connection - getting worse in Broadband

Dropping connection - getting worse

Bouch — Mon, 29 Apr 2024 16:16:47 GMT

I have been a loyal customer for over 17 years, but since the start of 2024, I have experienced what seems like daily drop outs at varying times of the day and this is frustrating when working from home. It can last from a few mins to longer.

My current contract states speeds between 61.6 and 55.5 Mbps

The broadband speeds also have seen a considerable drop since the turn of the year (no new equipment added) Example, TV Firestick used to record 60MB on 5GHZ wifi and today its 40MB and on 2.4GHZ its now 36MB. I used an ethernet connection for my work PC and the speed test just now is 43.4MB download, 3.47MB upload, latency 10.9ms, jitter 1.52ms

Have been using a WiFiHub (FAST 5364-3 T8) for a few years now.

The connection tests - say there is a fault and then later it says its all working fine, and this repeats almost daily. Have rebooted router many times.

Existing case reference - REP-14261897

Very frustrated - please advise and help!

Re: Dropping connection - getting worse

Karl-TalkTalk — Tue, 30 Apr 2024 06:05:56 GMT

Hi Bouch

A new router is on the way to rule out a hardware issue, before we take this towards an engineer for you.

Please test with the new router and report back here.

Thanks

Karl.

Re: Dropping connection - getting worse

Bouch — Tue, 30 Apr 2024 06:31:24 GMT

Thanks Karl, will report back once it arrives.

Re: Dropping connection - getting worse

Karl-TalkTalk — Tue, 30 Apr 2024 06:35:28 GMT

No Problem 🙂

Karl

Re: Dropping connection - getting worse

Bouch — Thu, 02 May 2024 07:14:20 GMT

Karla

Router has s arrived, so will test after BH weekend.

Thanks

Paul

Re: Dropping connection - getting worse

Karl-TalkTalk — Thu, 02 May 2024 07:29:49 GMT

No Problem 🙂

Karl

Re: Dropping connection - getting worse

Bouch — Tue, 07 May 2024 16:48:19 GMT

Karl

New router installed this afternoon, as internet download speed had dropped to below 10MB today (it was ok yesterday evening). It made no difference (apart from having to reset all the Ring cameras, Echo dot and smart sockets!!!) Ran a check on the line and it now appears that there is a fault between house and the exchange and its been referred to Open Reach. Will report back in due course.

I note the router has digital voice capability - so at least that is handy for when this area gets switched over.

Paul

Re: Dropping connection - getting worse

Bouch — Tue, 07 May 2024 18:45:58 GMT

Current speed test - so awaiting Openreach

Re: Dropping connection - getting worse

Debbie-TalkTalk — Wed, 08 May 2024 06:33:02 GMT

Hi Bouch

I can see that the fault has been assigned to a line engineer this morning.

I will check on this again later this afternoon for additional updates from Openreach.

Thanks

Debbie

Re: Dropping connection - getting worse

Debbie-TalkTalk — Wed, 08 May 2024 13:41:58 GMT

Hi @Bouch

Openreach have closed the fault as resolved.

Is everything working ok now?

Re: Dropping connection - getting worse

Bouch — Wed, 08 May 2024 19:28:42 GMT

Hi Debbie

Thanks for keeping me in the loop. Now I am home, I have managed to test the speed.

Through ethernet connection I am getting

Via WiFi 2.4GHZ (a little slower than normal)

and on 5GHZ

I have optimised the WiFI channels as well.

So overall, it looks like it is back to normal. Did Openreach say what the issue was?

I am presuming I can keep the new router that was sent (as it took ages to reconnect the Ring system and smart socket devices).

Thanks for your @Debbie-TalkTalk and @Karl-TalkTalk help on this one

Re: Dropping connection - getting worse

Debbie-TalkTalk — Thu, 09 May 2024 05:35:54 GMT

Hi @Bouch

That's great. I believe the engineer completed work at the cabinet to fix this fault.

Yes please keep the new router 🙂

I've sent you a Private Message with a link to a short survey for the Community.

Thanks

Debbie