topic Re: Fibre Internet keeps disconnecting in Fibre

Fibre Internet keeps disconnecting

jtwns — Thu, 08 Feb 2024 11:16:05 GMT

Since yesterday morning my internet connection keeps dropping out entirely (OpenReach modem internet light goes out, TalkTalk router blinks white and orange until it reconnects again). Wired and wi-fi connections are both impacted.

This occurs once every few minutes making WFH very difficult and is causing me lots of issues.

Restarting the router and modem after leaving them off for a few minutes does not fix the issue. The connection test in my account claims the connection is healthy and no issues.

I am on the Fibre 150 service with a Wi-Fi Hub router.

Any help to resolve this so I can get back to work would be much appreciated.

Re: Fibre Internet keeps disconnecting

Chris-TalkTalk — Thu, 08 Feb 2024 11:53:29 GMT

Hi jtwns,

I'm sorry to hear that you're experiencing problems with your service. Line test is passing but showing a lot of disconnections. Are you experiencing any problems with your telephone service, any noise on the line?

Chris

Re: Fibre Internet keeps disconnecting

jtwns — Thu, 08 Feb 2024 11:56:35 GMT

Hi Chris,

Unfortunately I do not have a landline telephone so unable to test this.

Re: Fibre Internet keeps disconnecting

Chris-TalkTalk — Thu, 08 Feb 2024 12:07:39 GMT

OK thanks. Do you just have the one telephone socket in your home?

Chris

Re: Fibre Internet keeps disconnecting

jtwns — Thu, 08 Feb 2024 12:13:44 GMT

Yes that's right, just the one telephone socket.

Re: Fibre Internet keeps disconnecting

Chris-TalkTalk — Thu, 08 Feb 2024 12:24:35 GMT

Thanks. To investigate further we'll need to arrange an engineer visit, if you'd like us to do this please let us know and we'll confirm some details with you

Chris

Re: Fibre Internet keeps disconnecting

jtwns — Thu, 08 Feb 2024 12:42:23 GMT

Yes please, that would be appreciated.

Also worth noting OpenReach did a survey on my road 2 days ago (to look to install Full Fibre in a couple months time). Possibly very coincidential timing but thought'd be worth mentioning.

Re: Fibre Internet keeps disconnecting

Chris-TalkTalk — Thu, 08 Feb 2024 12:45:42 GMT

OK, if you'd like us to go ahead with the engineer visit can you confirm:

That you accept potential Engineers charges
Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

Thanks

Chris

Re: Fibre Internet keeps disconnecting

jtwns — Thu, 08 Feb 2024 12:54:07 GMT

I accept the potential charges.

My availability is free AM and PM Mon - Fri from now until next Friday.

Re: Fibre Internet keeps disconnecting

Chris-TalkTalk — Thu, 08 Feb 2024 13:45:12 GMT

Thanks. I'll book the engineer now and get back to you with the details

Chris

Re: Fibre Internet keeps disconnecting

Chris-TalkTalk — Thu, 08 Feb 2024 13:48:41 GMT

I've booked the engineer for tomorrow morning - February 09 2024, AM - please let us know how you get on.

Chris

Re: Fibre Internet keeps disconnecting

jtwns — Thu, 08 Feb 2024 13:51:08 GMT

Many thanks Chris!

Re: Fibre Internet keeps disconnecting

Chris-TalkTalk — Thu, 08 Feb 2024 13:51:59 GMT

No problem 🙂

Re: Fibre Internet keeps disconnecting

jtwns — Wed, 14 Feb 2024 11:26:09 GMT

Initially the engineer didn’t need to come out as the issue seemed to resolve itself but now it’s happening again just as badly.

Could I please request this looking into again? Thanks

Re: Fibre Internet keeps disconnecting

Chris-TalkTalk — Wed, 14 Feb 2024 13:35:34 GMT

Hi jtwns

Did the engineer go out to you on the 9th?

Chris

Re: Fibre Internet keeps disconnecting

jtwns — Wed, 14 Feb 2024 13:57:25 GMT

No an engineer has not come out yet, this wasn't needed at the time as the issue seemingly resolved itself and I wanted to avoid the £75 charge if it was nothing so informed them it was fixed (my bad!)

Now the issue has returned, it's clear it's not going away on its own but is intermittent and isn't always happening - sometimes will go a day without happening, sometimes will keep disconnecting constantly for an hour multiple times that day. No obvious pattern to when this happens either.

Router logs show nothing beyond the devices being disconnected.

Re: Fibre Internet keeps disconnecting

Chris-TalkTalk — Wed, 14 Feb 2024 14:28:28 GMT

OK, so would you like us to rearrange the engineer visit?

Chris

Re: Fibre Internet keeps disconnecting

jtwns — Wed, 14 Feb 2024 15:18:25 GMT

Yes please, I’m available anytime from tomorrow afternoon onwards for the next week and accept any potential charges.

Re: Fibre Internet keeps disconnecting

Debbie-TalkTalk — Thu, 15 Feb 2024 08:11:57 GMT

Hi jtwns

Thanks for your reply.

I've arranged the Openreach engineer visit for 16/02 PM (1pm - 6pm)

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

Thanks again.

Debbie

Re: Fibre Internet keeps disconnecting

Debbie-TalkTalk — Mon, 19 Feb 2024 14:21:43 GMT

Hi jtwns

How are you getting on following the engineer visit?

Thanks