topic Re: Broadband dropping frequently in Fibre

Broadband dropping frequently

knightsfield — Tue, 06 Jun 2023 19:16:54 GMT

My broadband connection has been dropping frequently over the last couple of days.

I ran an online connection test, which looked to indicate there was a fault. But looking at the status today it's not obvious if there is a fault or not.

Yesterday it reported: We’re unable to identify a fault on your line.

Today the latest status is: This fault is still in progress. We are working to get this resolved for you

Still having multiple disconnects. So is the fault still being investigated?

Regards

Rob

Re: Broadband dropping frequently

Gliwmaeden2 — Tue, 06 Jun 2023 20:00:55 GMT

My Connection sometimes gives confusing fault tickets, so a good idea to follow up on here, @knightsfield.

Leave the router on, and staff can check your line. They are sometimes at work before normal breakfast time.

Check back later in the morning for a response.

Re: Broadband dropping frequently

Anonymous — Wed, 07 Jun 2023 05:44:33 GMT

Morning,

I'm sorry to hear this. I've run a test on the line now which has detected a potential fault. Is there any noise on the voice service? Does your main socket have a test socket please? If it does then please can you connect the microfilter and router directly at the test socket and we can then re-run the line test.

Thanks

Re: Broadband dropping frequently

knightsfield — Wed, 07 Jun 2023 05:59:46 GMT

Hi,

I have a Openreach master socket 5c which the router plugs into without a filter.

There is no noise on the voice service.

Regards

Rob

Re: Broadband dropping frequently

Anonymous — Wed, 07 Jun 2023 06:05:12 GMT

Morning,

Thanks for confirming. Is the router connected to the test socket behind the faceplate?

Thanks

Re: Broadband dropping frequently

knightsfield — Wed, 07 Jun 2023 06:31:41 GMT

It's not. If I take the faceplate off then it only has a single standard telephone connector. Would I need to then use a filter so I can plug the router in? Not sure I would have a filter available to test with.

Regards

Rob

Re: Broadband dropping frequently

Anonymous — Wed, 07 Jun 2023 06:33:47 GMT

Hello,

Yes a microfilter would need to be connected to the test socket to connect the router. If you don't have one then we can send one to you.

Thanks

Re: Broadband dropping frequently

knightsfield — Wed, 07 Jun 2023 18:25:37 GMT

I've managed to find a filter and now have the router connected to the test socket.

Re: Broadband dropping frequently

Debbie-TalkTalk — Thu, 08 Jun 2023 05:44:00 GMT

Hi knightsfield

Thanks for confirming that the router is at the test socket. The line test is detecting the same fault.

Have we recently sent you a replacement router? The next step following this will be an Openreach engineer visit to the property.

Thanks again.

Debbie

Re: Broadband dropping frequently

knightsfield — Thu, 08 Jun 2023 06:24:27 GMT

Hi,

I think it was a few years ago I was sent a replacement router.

Regards

Rob

Re: Broadband dropping frequently

Debbie-TalkTalk — Thu, 08 Jun 2023 06:25:41 GMT

Hi Rob

Thanks for your reply.

Are you happy for me to send a replacement router now so we can rule it out?

Re: Broadband dropping frequently

knightsfield — Thu, 08 Jun 2023 06:30:33 GMT

Hi,

Yes that would be fine.

Regards

Rob

Re: Broadband dropping frequently

Debbie-TalkTalk — Thu, 08 Jun 2023 06:35:29 GMT

Hi Rob

The router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router. We can also run another line test once the new router is connected.

Thanks again.

Debbie

Re: Broadband dropping frequently

Anonymous — Mon, 12 Jun 2023 07:13:41 GMT

Morning,

How are you getting on?

Thanks

Re: Broadband dropping frequently

knightsfield — Tue, 13 Jun 2023 19:33:33 GMT

Hi,

I received the new router and just managed to install it. It's connected to the test socket using the supplied filter.

Prior to switching over I was still getting disconnects but not as frequent as before.

Speedwise the router reports syncing at 49 down 10 up, which is similar to what the other router reported.

I'm not sure what sync speed I was getting before I started getting disconnects, but in the past I used to get high 60+ Mbps download and 17+ Mbps upload reported by speedtest.net

Regards

Rob

Re: Broadband dropping frequently

Debbie-TalkTalk — Wed, 14 Jun 2023 05:35:40 GMT

Hi Rob

Thanks for confirming that the new router is connected.

Please can you leave this router switched on without being rebooted and I will check the connection stats again in 24hrs to see if the connection has remained stable and if the sync speed has started to increase.

Re: Broadband dropping frequently

Debbie-TalkTalk — Thu, 15 Jun 2023 08:00:14 GMT

Hi Rob

I've checked the connection stats again this morning and the connection appears to be more stable but the line test is detecting a potential fault towards the property.

Is the replacement router connected at the test socket at the moment?

Re: Broadband dropping frequently

knightsfield — Thu, 15 Jun 2023 15:05:06 GMT

Hi,

Yes it's connect to the test socket.

Regards

Rob

Re: Broadband dropping frequently

Karl-TalkTalk — Fri, 16 Jun 2023 06:08:00 GMT

Hi Rob,

Next option is to arrange for an engineer for you. Would you like to progress with this now ?

Thanks

Karl.

Re: Broadband dropping frequently

Debbie-TalkTalk — Tue, 20 Jun 2023 09:06:27 GMT

Hi Rob

How's the connection been? Would you like us to arrange an engineer visit?