topic Re: Frequent disconnects - getting worse in Fibre

Frequent disconnects - getting worse

harrybarman — Mon, 07 Aug 2023 14:37:39 GMT

Just back from 2 weeks away and my broadband is suffering from very frequent disconnects (every 5 minutes or so). It's extremely hard to work using the connection.

It started to degrade after OpenReach did some work on the telephone pole servicing my house. The landline on a different pair was out of action (and fixed). I am getting dialtone on the talktalk line. Before going away I had periods where I had frequent disconnects but nothing like this.

Can you help?

Harry

Re: Frequent disconnects - getting worse

Debbie-TalkTalk — Tue, 08 Aug 2023 06:37:26 GMT

Hi Harry

I'm really sorry to hear this.

Openreach have advised that work was recently carried out in your area and the connection will start to stabilise soon.

Please can you monitor this over the next 48hrs and let us know how you get on?

Re: Frequent disconnects - getting worse

harrybarman — Tue, 08 Aug 2023 07:10:04 GMT

Thanks Debbie! I will let you know if it's improved.

Re: Frequent disconnects - getting worse

Debbie-TalkTalk — Tue, 08 Aug 2023 07:18:50 GMT

Hi Harry

Thank you 🙂

Debbie

Re: Frequent disconnects - getting worse

Debbie-TalkTalk — Wed, 09 Aug 2023 07:20:55 GMT

Hi Harry

How's the connection been since yesterday morning?

Re: Frequent disconnects - getting worse

harrybarman — Thu, 10 Aug 2023 10:09:43 GMT

Hi Debbie - I didn't notice any disconnects on Tuesday but on Wednesday my wife noticed them again. Sadly I wasn't at home to validate this. Is it possible to check stats on your end?

Regards,

Harry

Re: Frequent disconnects - getting worse

Anonymous — Thu, 10 Aug 2023 10:18:29 GMT

Morning,

I'm sorry to hear this and I will take a look now. I've re-run the line test which is clear but it advises that the connection is still stabilising. Is there any noise on the voice service? Does your main socket also have a test socket please?

Thanks

Re: Frequent disconnects - getting worse

harrybarman — Thu, 10 Aug 2023 12:16:11 GMT

Thanks Michelle - I will check the voice line this evening. When I checked on Monday it was fine. Also... there is a test socket but this particular line has no house wiring attached, it's just a master socket with a splitter plugged in then phone + modem. So not much to be gained from plugging into the test socket.

Harry

Re: Frequent disconnects - getting worse

Anonymous — Thu, 10 Aug 2023 12:19:22 GMT

Hello,

Thank you for confirming. Would it be possible to connect the microfilter, router and phone at the test socket for at least 24hrs as this will also rule out any possible issues with the faceplate itself?

Thanks

Re: Frequent disconnects - getting worse

harrybarman — Fri, 11 Aug 2023 10:03:25 GMT

Hi - I have connected the microfilter, router and phone to the test socket. I'll leave it like that for the next week. The phone line sounds fine.

Regards,

Harry

Re: Frequent disconnects - getting worse

harrybarman — Fri, 11 Aug 2023 10:05:28 GMT

Hi - I have connected the microfilter/phone/router to the test socket as of this morning. I'll leave it like that for now. The phone line also sounded fine this morning.

Regards,

Harry

Re: Frequent disconnects - getting worse

Karl-TalkTalk — Fri, 11 Aug 2023 10:09:22 GMT

ok, lets see if anything changes over the next 24hrs.

Karl

Re: Frequent disconnects - getting worse

harrybarman — Fri, 11 Aug 2023 13:29:00 GMT

Thanks Karl. Just had another disconnect.

Harry

Re: Frequent disconnects - getting worse

Anonymous — Mon, 14 Aug 2023 05:45:07 GMT

Morning,

I'm sorry for the delay. I've re-checked the connection stats now and I can still see a few re-connections on the line. Have you recently tested with an alternative router? If not then we can send a replacement router for testing purposes. We would also send a router returns bag so that one of the routers can be returned.

Thanks

Re: Frequent disconnects - getting worse

Debbie-TalkTalk — Tue, 15 Aug 2023 07:33:36 GMT

Hi Harry

Would you like us to send a replacement router for testing?

Re: Frequent disconnects - getting worse

harrybarman — Fri, 22 Sep 2023 13:05:44 GMT

Hi - apologies for the super late response. As the weather was drier the problem cleared up and we didn't have so many disconnects. After the recent wet weather the number of disconnects has risen significantly (it's many times an hour today). I have an alternative router and have moved to using that. Apart from it handling disconnects a bit better the overall situation has not improved.

I have 2 lines coming to the house - the talktalk line and a BT line. The BT line has been out for most of the week but the talktalk line has a clear dialtone.

Regards,

Harry

Re: Frequent disconnects - getting worse

Debbie-TalkTalk — Fri, 22 Sep 2023 13:15:29 GMT

Hi Harry

Thanks for your reply.

I've completed a line test and this is clear - No faults detected.

If the connection is still dropping with a different router, cable and filter at the test socket then the next step will be an engineer visit to the property.

Thanks

Re: Frequent disconnects - getting worse

harrybarman — Fri, 22 Sep 2023 14:35:26 GMT

Thanks Debbie. It's still cutting out quite frequently even now. Are there stats somewhere that show the number of disconnects over time? I think it does seem to get worse when it rains. If we get an engineer to come out then sods law dictates that they turn up on a nice dry day and find nothing wrong. I'm assuming there is a problem with some junction box between our house and the cabinet. I'm not far from the cabinet so there hopefully aren't too many places to look. Does the engineer have the TDR equipment to look for these kind of faults?

Harry

Re: Frequent disconnects - getting worse

harrybarman — Fri, 22 Sep 2023 15:00:42 GMT

Rainfall in Kew YTD from open meteo

Re: Frequent disconnects - getting worse

Chris-TalkTalk — Mon, 25 Sep 2023 07:28:01 GMT

Hi Harry,

Line test is picking up a potential fault and showing a lot of disconnections over the weekend. If there's a fault on the line then the engineer should be able to find this even if it's not raining and you're not experiencing disconnections at the time of the visit

Chris