topic Re: Intermittent connection in Fibre

Intermittent connection

tobyisaacs — Mon, 19 Feb 2024 14:20:26 GMT

Hello,

I’ve had an intermittent connection for the past week or so, with drop outs ranging from a few minutes to several hours.

In the router logs I can see the error message ‘The WAN DHCP client process has failed on Vlan 36’.

I’ve spent several hours on chats with the support team, but haven’t had any luck.

What are the next step to getting this solved?

Thanks!

Re: Intermittent connection

Debbie-TalkTalk — Mon, 19 Feb 2024 14:23:19 GMT

Hi tobyisaacs

I'm really sorry to hear this.

Please can you add your name and TalkTalk landline number to your Community Profile, we can then take a look at this for you.

Thanks

Debbie

Re: Intermittent connection

tobyisaacs — Mon, 19 Feb 2024 16:45:17 GMT

I’ve done that, thanks.

After factory resetting the router on the recommendation of the support chat, the connection is completely down now.

Re: Intermittent connection

Anonymous — Tue, 20 Feb 2024 07:21:33 GMT

Hi toby,

I'm sorry for the delay. I've run a test on the line which hasn't detected a fault, however the connection looks very unstable. Is the connection dropping on the Openreach modem or the router please? Has the set up changed at all since the engineer set this up? Have you added any additional equipment to the line?

Thanks

Michelle

Re: Intermittent connection

tobyisaacs — Tue, 20 Feb 2024 08:21:35 GMT

Thanks for your help!

The connection did come back up yesterday evening.

We haven’t changed anything since the engineer set it up or added additional equipment. I think the connection is dropping on the modem, not the router, but I’m not certain. Yesterday when the connection was down, the light on the router was solid white and the modem only had the WAN and power lights - the others were off, which is why I think it might be the modem.

After taking to your colleague on live chat, they’ve arranged for a new router to be sent. I could be mistaken, but I’ll be surprised if this works as I can always log into the admin page and the menus work correctly.

Re: Intermittent connection

Anonymous — Tue, 20 Feb 2024 08:23:28 GMT

Morning,

Ok thanks for confirming. Does your main socket have a test socket please?

Thanks

Michelle

Re: Intermittent connection

tobyisaacs — Tue, 20 Feb 2024 10:39:12 GMT

I’m not sure, but it’s a NTE 5C MK 4 if that helps.

Re: Intermittent connection

Chris-TalkTalk — Tue, 20 Feb 2024 11:05:47 GMT

Hi tobyisaacs,

OK thanks, is this the only telephone socket in your home?

Chris

Re: Intermittent connection

tobyisaacs — Tue, 20 Feb 2024 13:13:50 GMT

Yes, just the one that I’m aware of.

Re: Intermittent connection

Chris-TalkTalk — Tue, 20 Feb 2024 13:17:17 GMT

Are you experiencing any problems with your telephone service, is there any noise on the line?

Chris

Re: Intermittent connection

tobyisaacs — Tue, 20 Feb 2024 13:58:22 GMT

We don’t use the phone (or have one in the house), so afraid I’m not sure.

Re: Intermittent connection

Chris-TalkTalk — Tue, 20 Feb 2024 14:02:16 GMT

OK, I would wait to see if the new router resolves the problem. If it doesn't then we'll probably need to arrange an engineer visit to investigate further

Chris

Re: Intermittent connection

tobyisaacs — Tue, 20 Feb 2024 19:27:42 GMT

Sure, sounds good.

Re: Intermittent connection

Debbie-TalkTalk — Wed, 21 Feb 2024 06:48:41 GMT

Hi tobyisaacs

Thank you. Please let us know once you have have received and connected the new router.

Debbie

Re: Intermittent connection

Debbie-TalkTalk — Fri, 23 Feb 2024 10:15:14 GMT

Hi tobyisaacs

Have you received the router?

Re: Intermittent connection

tobyisaacs — Sat, 24 Feb 2024 07:40:33 GMT

Yes it’s arrived, I’ll swap them over & see how I get on.

Strangely the connection seems to have been more stable over the past couple of days. Has anything changed on your end?

Thanks for the help.

Re: Intermittent connection

Debbie-TalkTalk — Mon, 26 Feb 2024 06:43:54 GMT

Hi tobyisaacs

Thanks for your reply.

Nothing has changed only the router we sent have out.

Please let us know how the connection is with the new router connected.

Thanks again.

Debbie

Re: Intermittent connection

Anonymous — Wed, 28 Feb 2024 08:12:41 GMT

Hi toby,

Just checking back in to see how you're getting on?

Thanks

Michelle

Re: Intermittent connection

tobyisaacs — Wed, 28 Feb 2024 18:45:45 GMT

Thanks for checking in.

The connection’s been stable over the past few days, but like I mentioned, it was before I swapped the router. That said, we haven’t had any issues - I’ll post in this thread if we do again in the near term.

Thanks for your help!

Re: Intermittent connection

Debbie-TalkTalk — Thu, 29 Feb 2024 06:58:13 GMT

Hi tobyisaacs

I'm glad to hear that the connection has remained stable. If you do experience any further issues then please let us know.

I have sent you a Private Message with a link to a short survey for the Community.

Thanks again.

Debbie 🙂