topic Re: Connection dropping but seems external. in Broadband

Connection dropping but seems external.

Graham30 — Wed, 11 Dec 2024 22:07:39 GMT

Hi been with talktalk for many years. On fibre65 and never had a problem. Wednesday the connection dropped 4 times during the day which is a pain as work from home. Did it again today at 9.30 pm then 10pm.

All WiFi is staying connected to the router when it stops and the router seems to have disconnected from the outside world! Switching the router off waiting a few minutes then switching back on seems to solve the issue. Again, the WiFi connections seem to stay live when it disconnects so I'm sure it's external. I did a Line test and it highlighted a Potential issue but no feedback yet and no further details. The fault reference is REP-15074851.

Thanks.

Re: Connection dropping but seems external.

ferguson — Wed, 11 Dec 2024 22:11:48 GMT

Sorry to see this, the support team here will look into this for you as soon as they can when they are back online tomorrow.

Re: Connection dropping but seems external.

Anonymous — Thu, 12 Dec 2024 07:49:43 GMT

Hi Graham,

I'm sorry to hear this. I've run a test on the line now which is clear, however I can see that the connection is unstable. Is there any noise on the voice service? Does your main socket also have a test socket please?

Your guide to main phone sockets - TalkTalk Help & Support

Thanks

Michelle

Re: Connection dropping but seems external.

Graham30 — Thu, 12 Dec 2024 09:06:18 GMT

Hi checked the line quality for voice and it seems okay, tiny bit of crackle now and then but nothing unusual. No i dont see a test socket. Just has the splitter plugged in and the two cables from the router and phone to that splitter.

Re: Connection dropping but seems external.

Anonymous — Thu, 12 Dec 2024 09:08:41 GMT

Morning Graham,

Thank you. Which socket do you have from the help guide please?

Michelle

Re: Connection dropping but seems external.

Graham30 — Thu, 12 Dec 2024 10:04:03 GMT

Hi looks like an NTE5C. It actually went off at 9.47 and needed to be reset

Re: Connection dropping but seems external.

Anonymous — Thu, 12 Dec 2024 10:08:01 GMT

Hi Graham,

Thank you. This socket should have a test socket below the bottom half of the faceplate. If you remove the screws then gently lift the plate away (there may be wires connected behind so do this carefully) you should then be able to connect the router at the test socket using a microfilter.

Michelle

Re: Connection dropping but seems external.

Graham30 — Thu, 12 Dec 2024 10:16:38 GMT

Thanks Michelle. I'll do this when I get home after work. What do I do once I've connected my router? Or do you do the test from your side?

Re: Connection dropping but seems external.

Anonymous — Thu, 12 Dec 2024 10:43:57 GMT

Hi,

Would it be possible to keep the microfilter, router and phone connected to the test socket for at least 24hrs so we can re-check to see how your connection stats/stability compares please?

Thanks

Michelle

Re: Connection dropping but seems external.

Graham30 — Thu, 12 Dec 2024 10:45:58 GMT

That should be find. I'll post on here once I've done it. Will my internet be usable from the test socket?

Re: Connection dropping but seems external.

Anonymous — Thu, 12 Dec 2024 11:48:40 GMT

Hi Graham,

Sorry for the delay. Yes the connection should work fine at the test socket. If there are any issues then just re-connect the faceplate and connect back as normal.

Thanks

Michelle

Re: Connection dropping but seems external.

Graham30 — Thu, 12 Dec 2024 14:04:36 GMT

Can i just add we have no extensions in the house, only this one socket, and we never have the phone plugged in. We actually had to go and find it to try the voice test you mentioned earlier.

Re: Connection dropping but seems external.

Anonymous — Thu, 12 Dec 2024 14:07:14 GMT

Hi Graham,

Oh ok, thanks for confirming. I'll re-check your connection stats first thing in the morning to see how the stability of your connection compares.

Thanks

Michelle

Re: Connection dropping but seems external.

Graham30 — Thu, 12 Dec 2024 17:51:56 GMT

Faceplate is off and connected to the test point inside

Re: Connection dropping but seems external.

Anonymous — Fri, 13 Dec 2024 06:36:58 GMT

Hi Graham,

Thanks for confirming. I've re-checked the connection stats now and I can still see re-connections on the line. Do you have an alternative router that you can test with? If not then we can send a replacement router for testing purposes.

Thanks

Michelle

Re: Connection dropping but seems external.

Graham30 — Fri, 13 Dec 2024 07:16:31 GMT

No sorry I don't. I'm afraid you'll have to send me one

Re: Connection dropping but seems external.

Debbie-TalkTalk — Fri, 13 Dec 2024 07:51:05 GMT

Hi @Graham30

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

Let us know how the connection compares with this router.

Thanks

Debbie

Re: Connection dropping but seems external.

Graham30 — Wed, 18 Dec 2024 06:08:21 GMT

Swapped router and all cabling over at around 6pm tonight. I also put the face plate back on I'll see how it goes.

Update: connection dropped around 10pm as per other drops but obviously with new router. Switched router off until morning. I know it's not a huge period of time but to me it's NOT improved, I've never had the connection drop in all of the years I've been with talktalk.

Router switched on at 6:07am.

Re: Connection dropping but seems external.

Chris-TalkTalk — Wed, 18 Dec 2024 09:30:51 GMT

Hi Graham30,

How has it been since your last post?

Chris

Re: Connection dropping but seems external.

Graham30 — Wed, 18 Dec 2024 09:53:56 GMT

Currently okay but only switched it on just after 6am this morning. Has previously run fine on old router for 24 hours then can drop 3 times in day.

As stated in my last post, it did drop at 10pm last night after the router change at 6pm.

I'll continue to monitor it.