topic Re: internet connection repeatedly dropping out in Broadband

internet connection repeatedly dropping out

Johnc5 — Mon, 23 Dec 2024 13:09:35 GMT

On Saturday 21st December internet connection went down for about 4 hours mid morning. Since then my internet connection come on for a few minutes then router goes blinking orange, then blinking white then internet connection comes back then whole process starts again Very difficult to do anything on internet and no sign the situation will be sorted. Help please

Re: internet connection repeatedly dropping out

fr8ys — Mon, 23 Dec 2024 14:08:43 GMT

Do you have any noise on your phone line?

Have you tried restarting the router after leaving off for 30 minutes?

This starts a new internet session.

If that does not work, have you tried a pinhole reset to the router? This resets it to factory defaults, so if you have changed your WiFi user id or password, you will need to set these up again.

If you can confirm, staff will look into.

Thank you.

Re: internet connection repeatedly dropping out

Chris-TalkTalk — Mon, 23 Dec 2024 15:14:04 GMT

Hi John,

Line test is picking up a potential problem. Can you please answer fr8ys's questions, and we'll look into this for you

Thanks

Chris

Re: internet connection repeatedly dropping out

Johnc5 — Mon, 23 Dec 2024 15:42:44 GMT

Thanks fr8ys for your reply

There is no noise on the phone line

I have restarted the router but not left it off for 30 minutes. I will do that now and see if that improves things

Thanks

Re: internet connection repeatedly dropping out

Chris-TalkTalk — Mon, 23 Dec 2024 15:53:59 GMT

Thanks John 🙂

Re: internet connection repeatedly dropping out

Johnc5 — Tue, 24 Dec 2024 11:44:49 GMT

I have tried everything fr8ys asked me to do but the problem persists. Chris-Talk Talk said a line test was picking up a problem and as I've done everything you asked me to check things out will you please look into this now as it isn't going away and I have sporadic internet connection. Thanks

Re: internet connection repeatedly dropping out

Chris-TalkTalk — Fri, 27 Dec 2024 07:48:05 GMT

Hi John,

I can see that this has now been raised to Openreach and you have an engineer appointment booked, please let us know how you get on

Chris

Re: internet connection repeatedly dropping out

Johnc5 — Fri, 27 Dec 2024 12:49:11 GMT

Thanks for the support, much appreciated. Hopefully the engineer will fix the problem. I will let you know

Thanks

John

Re: internet connection repeatedly dropping out

Anonymous — Mon, 30 Dec 2024 08:04:48 GMT

Hi John,

How are you getting on?

Thanks

Michelle

Re: internet connection repeatedly dropping out

Johnc5 — Mon, 30 Dec 2024 11:25:39 GMT

Thanks Michelle-TalkTalk for following up. The engineer came on Saturday 28th December and said his diagnostics were picking up some connectivity issues. After inspection he fitted a new master socket in my house, ran some more checks and said he was hopeful that would resole the issue. Unfortunately 30 minutes or so after he had left my internet went down again, but only for a few minutes. This happened three or four more times during the course of the day, but again only for several minutes and not for much longer as had been the case previously. Yesterday also it went down a couple of times, again only for a few minutes.

So there is still a problem. I don't know if it goes down during the night as of course I'm asleep and it could be going down other times during the day, it's only really when I'm on my PC that I would notice the drop out. What do you consider to be the next step in completely fixing the problem.

Thanks

John

Re: internet connection repeatedly dropping out

Karl-TalkTalk — Mon, 30 Dec 2024 12:09:06 GMT

Now the engineer has been, can you power off the router for 30 minutes as this will start a new session, then we can see if the drops continue or are registered here.

Karl.

Re: internet connection repeatedly dropping out

Johnc5 — Mon, 30 Dec 2024 12:17:22 GMT

Thanks Karl-TalkTalk for responding. Will do what you said.

Thanks John

Re: internet connection repeatedly dropping out

Karl-TalkTalk — Mon, 30 Dec 2024 12:20:51 GMT

No Problem 🙂

Karl

Re: internet connection repeatedly dropping out

Johnc5 — Mon, 30 Dec 2024 12:58:22 GMT

I have switched my router back on and am now back online.

Re: internet connection repeatedly dropping out

Anonymous — Tue, 31 Dec 2024 07:58:25 GMT

Hi John,

Thanks for confirming. How has how your connection been since yesterday afternoon?

Michelle

Re: internet connection repeatedly dropping out

Johnc5 — Tue, 31 Dec 2024 13:46:04 GMT

Hi Michelle,

Thanks for following things up, much appreciated.

I didn't notice any drop out in connection on Monday afternoon after switching the router off for 30 mins, nor that evening. However it did drop out this morning at about 8:15 for about 5 mins and then again at around 9:50 for 15 minutes. I can't say whether there were any other drops as I had to go out for a dental appointment and have only just got back.

So there is still a problem. I will continue to keep a note of things. Do you have a view of what the problem could be?

Thanks again

John

Re: internet connection repeatedly dropping out

Chris-TalkTalk — Thu, 02 Jan 2025 07:18:30 GMT

Hi John,

How has it been since your last post?

Chris

Re: internet connection repeatedly dropping out

Johnc5 — Thu, 02 Jan 2025 10:16:14 GMT

Hi Chris thanks for keeping following this up.

After replying to Michelle on Tuesday pm it dropped out again quite a few times more. So Tuesday, down 8:15 back 8:20, down 9:50 back 10:05, down 14:10 back 14:14, down 14:42 back14:46, down20:30 back 20:32, down 20:33 back 20:33. Yesterday down 11:54 back 11:56, down 13:10 back 13:14, down 21:29 back 21:32.

So the problem persists. Let me know please next steps to resolve this.

Thanks John

Re: internet connection repeatedly dropping out

Chris-TalkTalk — Thu, 02 Jan 2025 15:04:24 GMT

Hi John,

We'll need to arrange another engineer visit, can you let us know when you are available and we'll book it for you

Chris

Re: internet connection repeatedly dropping out

Johnc5 — Thu, 02 Jan 2025 16:17:24 GMT

Hi Chris thanks for getting back to me. I can do anytime next week, but would prefer not Thursday.

Thanks

John