topic Re: Dropouts in Fibre

Dropouts

MelC1 — Sun, 05 Nov 2023 19:14:52 GMT

Hi,

Over the last couple of weeks I’ve been experiencing occasional brief broadband dropouts. The Sagemcom router light flashes orange, but then restores itself about a minute later.

I ran a connection test via your website, and it identified a fault between my home and the exchange stating an engineer would investigate. This was apparently fixed on 31st Oct but the issue remains. I since ran another connection test, and it stated “Radio interference is impacting Broadband”. However, I didn’t think household interference could affect the broadband signal to the router itself, but happy to be corrected. Last two dropouts were 2nd Nov around 8pm, and 5th Nov 8am.

Just to confirm:

There’s been no change in my internal setup recently.

We just have the 1 telephone socket in the house.

I’ve tried with 2 different routers, associated cables and filters.

Connected to test socket (and always has been)

Dial tone on phone seems ok

Issue affects both wired and wireless networks.

Current measured speed is somewhat slower than the guaranteed minimum.

Any help you can give to resolve would be appreciated.

Thanks

Re: Dropouts

KeithFrench — Sun, 05 Nov 2023 22:12:19 GMT

Hi @MelC1

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first. Please try to avoid posting on here until TalkTalk has responded to you, otherwise, this will just put you further down the queue.

Re: Dropouts

Anonymous — Mon, 06 Nov 2023 07:43:51 GMT

Morning,

I've run a test on the line now which has detected a potential fault. Is the router still connected to the test socket behind the faceplate at the moment please?

Thanks

Michelle

Re: Dropouts

MelC1 — Mon, 06 Nov 2023 07:55:21 GMT

Thanks Keith & Michelle.

I can confirm that the router is still connected to the test socket.

Re: Dropouts

Debbie-TalkTalk — Mon, 06 Nov 2023 08:24:28 GMT

Hi MelC1

Thanks for confirming this.

The next step will be an Openreach engineer visit to the property, would you like me to arrange this visit?

Re: Dropouts

MelC1 — Mon, 06 Nov 2023 08:32:02 GMT

Hi Debbie,

Yes please. Is this Thursday or Friday possible ?

Thanks

Re: Dropouts

Debbie-TalkTalk — Mon, 06 Nov 2023 08:35:58 GMT

Hi MelC1

I'm just sending you a Private Message to confirm some details so we can arrange this visit.

Thanks again.

Debbie

Re: Dropouts

MelC1 — Mon, 06 Nov 2023 08:41:35 GMT

Thanks. I have replied to your message.

Re: Dropouts

Debbie-TalkTalk — Mon, 06 Nov 2023 08:46:14 GMT

Hi Mel

I've replied to your Private Message.

Thanks again.

Debbie

Re: Dropouts

MelC1 — Mon, 06 Nov 2023 10:09:17 GMT

Thanks. I have replied to your message.

Re: Dropouts

Debbie-TalkTalk — Mon, 06 Nov 2023 10:12:18 GMT

Hi Mel

Thanks for confirming your details.

I'm just arranging the engineer visit and I will post back here to confirm the date and time.

Debbie

Re: Dropouts

MelC1 — Mon, 06 Nov 2023 12:38:42 GMT

Ok thanks Debbie.

Re: Dropouts

Debbie-TalkTalk — Mon, 06 Nov 2023 13:16:22 GMT

Hi Mel

Sorry for the delay.

I've arranged the engineer visit for 9th of Nov AM (8am - 1pm)

Please let us know how you get on following this visit.

Thanks

Re: Dropouts

Debbie-TalkTalk — Thu, 09 Nov 2023 13:19:55 GMT

Hi Mel

Has the engineer made contact? They haven't updated the fault ticket as yet.

Re: Dropouts

MelC1 — Thu, 09 Nov 2023 13:42:10 GMT

Hi,

Unfortunately the engineer has not turned up or called to say that they are delayed, which is rather frustrating.

Please can you advise.

Thanks

Re: Dropouts

Debbie-TalkTalk — Thu, 09 Nov 2023 13:43:44 GMT

Hi Mel

The fault ticket is still open with the appointment still showing for today.

I will check again now and I will post back shortly.

Re: Dropouts

Debbie-TalkTalk — Thu, 09 Nov 2023 14:05:30 GMT

Hi Mel

I've just contacted Openreach and they have provided the below update:

I can see the job is in issued status and the engineer will be working on this fault to resolve the issue and to complete the work today, hence further updates will be available on end of the day. So, I would suggest you kindly review back on tracker 10/11/23 for further update.

I will monitor for additional updates.

Re: Dropouts

MelC1 — Thu, 09 Nov 2023 16:48:43 GMT

Hi Debbie,

The engineer arrived and believes he has fixed the issue. I will monitor.

Thanks for your help

Re: Dropouts

Debbie-TalkTalk — Fri, 10 Nov 2023 06:28:37 GMT

Hi Mel

Thanks for letting me know.

Can I just check how the connection was last night?

Re: Dropouts

MelC1 — Fri, 10 Nov 2023 08:48:27 GMT

Hi Debbie,

Broadband seems ok this morning, but the router log suggests it briefly disconnected at around 12.30am which is at a time when a disconnection would have gone unnoticed. If that's the case, then I'm not completely convinced the periodic disconnection issue has gone away?

Thanks