topic Re: Frequent disconnections... in Broadband

Frequent disconnections...

mikeyb200 — Fri, 24 Oct 2025 09:19:29 GMT

I'm getting periods where my router (Sagemcom Fast 2) frequently disconnects the broadband. It'll run fine for a few weeks, then we get another episode of instability. We're in one now, hence this post.

Running the TT line test shows no problem with the line - instead it suggests there are Wifi connectivity issues in the house. There aren't!

Looking in the Router Admin, it always shows the Downstream Noise Margin as 0dB. Surely this is the problem - I've always understood the minimum stable noise margin to be about 6dB.

So is it the line or the router? The router has already been replaced by TT twice before - so we're on our third one since moving here 3 years ago.

All very frustrating!

Re: Frequent disconnections...

Divsec — Fri, 24 Oct 2025 09:47:52 GMT

Hi @mikeyb200 your post has been escalated and you should hear soon

Re: Frequent disconnections...

KeithFrench — Fri, 24 Oct 2025 09:56:45 GMT

Hi @mikeyb200

I assume that you mean either the Sagemcom FAST5364 or 5464, the latter also known as the WiFi Hub 2? The Downstream Noise Margin always shows up as 0db, even in an old screenshot that I have. This display might be a bug; I can't prove it as I no longer have an ADSL line.

It should be easy enough to prove if this is a WiFi issue or not. Do you have a Windows PC connected via wireless? If so, run this command from the Windows Command Prompt:-

tracert google.co.uk

Then send me the output, ideally in a PM to preserve your privacy.

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KeithFrench is one of our valued Community Stars and can help with a range of issues related to wireless and networking. At times, he may ask you to send him test results via a Private Message to help analyse/diagnose an issue. Although Keith does not work for TalkTalk, he very kindly shares his time and knowledge to help others.

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Re: Frequent disconnections...

mikeyb200 — Fri, 24 Oct 2025 10:38:20 GMT

Hi Keith,

Thanks for picking this up. Yes, I mean the Fast5364, my bad.

I'm PM-ing you the tracert result, but I'm curious as to why you think it's not simply external connectivity that's the problem?

The wifi always works fine - I can, for instance, always jump into the Admin Console on the Router via Wifi when the broadband itself is down, and see that there is no broadband connection.

And when down, the router flashes its orange light, which AFAIK only means one thing - no broadband connection.

Cheers

Mike

Re: Frequent disconnections...

mikeyb200 — Fri, 24 Oct 2025 10:44:40 GMT

Hi @Divsec ,

Thanks

Re: Frequent disconnections...

KeithFrench — Fri, 24 Oct 2025 10:47:10 GMT

I never said where the fault lies, merely that the 0db could be a bug. The line has been tested before and is OK, you have had several routers & you say the WiFi is OK. The tracert should prove where the problem is.

I will read your PM a bit later this afternoon and get back to you.

Re: Frequent disconnections...

mikeyb200 — Fri, 24 Oct 2025 10:49:40 GMT

Hi Keith,

Thanks - I'm grateful for your help.

Mike

Re: Frequent disconnections...

KeithFrench — Fri, 24 Oct 2025 10:50:15 GMT

I don't think you mentioned the flashing orange light in my our opening post. So this is definitely err other an intermittent line we or f as ultimately it the DLM needs optimisation.

Re: Frequent disconnections...

mikeyb200 — Fri, 24 Oct 2025 11:12:49 GMT

I thought the flashing orange was the normal indication of a dropped broadband connection, so I didn't think to mention it specifically.

I should explain about the 3 routers.

The first one died pretty comprehensively - no broadband connection and no wifi either. I could only communicate with it vie an ethernet cable.

It was replaced with a second one which worked, but was extremely slow, with very poor throughput. I didn't have it long - a TT engineer came and tested the line, declared that router faulty and replaced it with the one I currently have.

This third one works, but, as I say, has these episodes of dropping the broadband.

Re: Frequent disconnections...

KeithFrench — Fri, 24 Oct 2025 12:19:04 GMT

Hi @mikeyb200

Just to confirm, then, when you get the failure now with the current router, do you still get the flashing orange light? If so, that needs investigation first.

Re: Frequent disconnections...

mikeyb200 — Fri, 24 Oct 2025 12:20:43 GMT

Hi Keith,

Yes.

Re: Frequent disconnections...

KeithFrench — Fri, 24 Oct 2025 12:42:09 GMT

Hi TalkTalk,

Please can you investigate this intermittent fault? The light on this router, every so often, starts flashing orange.

Re: Frequent disconnections...

siphosethu-TT — Fri, 24 Oct 2025 12:57:17 GMT

Hi there @mikeyb200, please confirm if you are currently a home so we're able to run checks on this for you. Thanks

Re: Frequent disconnections...

mikeyb200 — Fri, 24 Oct 2025 13:07:29 GMT

Hi, siphosethu,

Sorry, I'm just on my way out now and won't be back until about 4:00pm

Can we do it then?

Cheers

Mike

Re: Frequent disconnections...

siphosethu-TT — Fri, 24 Oct 2025 13:09:09 GMT

Yes, please get in touch as soon as you get home. Thanks

Re: Frequent disconnections...

mikeyb200 — Fri, 24 Oct 2025 15:03:44 GMT

Hi siposethu,

I'm back 🙂

Re: Frequent disconnections...

siphosethu-TT — Fri, 24 Oct 2025 15:06:32 GMT

Thank you, will just start right away. Please confirm if the router is currently powered on?

Re: Frequent disconnections...

mikeyb200 — Fri, 24 Oct 2025 15:08:23 GMT

Yes, and it's currently 'happy' - white LED

Re: Frequent disconnections...

siphosethu-TT — Fri, 24 Oct 2025 15:10:14 GMT

Thank you for confirming, do you have any active monitoring for life threatening health reasons which is solely dependent upon your TalkTalk Broadband or Telephone line?

For example, a care alarm, lifeline, health pendant or fall detector.

Re: Frequent disconnections...

mikeyb200 — Fri, 24 Oct 2025 15:10:56 GMT

No, nothing