topic Re: Broadband connection dropping in Fibre

Broadband connection dropping

koumster — Wed, 14 Feb 2024 15:00:44 GMT

Hi support,

I have been experiencing my broadband dropping throughout the day over the last few weeks (since middle January 2024).

I have run a talktalk "run a healthcheck" from my TalkTalk MyAccount login and it came back as OK.

It has already occurred twice today at approx. 11:55hrs and 14:11hrs and the drop lasts for a very short time (approx. 1-5 secs).

I'd appreciate if you could please look into this and check the connection logs from your side, as this seems to be happening every day and been so for a good few weeks.

Thanks in advance.

Andy

Re: Broadband connection dropping

KeithFrench — Wed, 14 Feb 2024 15:15:18 GMT

What make/model of router do you have? If a WiFi hub, what happens to the light on the front panel when these drop outs occur?

Re: Broadband connection dropping

koumster — Wed, 14 Feb 2024 15:42:30 GMT

I'm on Fibre-65 using the SAGEMCOM router. Unfortunately as the drops only last for a very short length of time (seconds) there are no signs on the router that anything has happened to connection, i.e. the LED is always white.

Thanks

Re: Broadband connection dropping

KeithFrench — Wed, 14 Feb 2024 15:53:03 GMT

Then can you get me the system log that covers such a time period? This can be found by logging into the router & going to:-

Dashboard > See internet settings > Manage advanced settings > TalkTalk Wi-Fi Hub > Maintenance > Logs

Re: Broadband connection dropping

Karl-TalkTalk — Thu, 15 Feb 2024 06:50:55 GMT

Hi @koumster

All tests here are clear and not showing any drops or errors on the line.

If you can get the logs for Keith, this can help.

Karl.

Re: Broadband connection dropping

koumster — Thu, 15 Feb 2024 14:56:32 GMT

Hi Keith,

Please see attached logs (Warning or lower) for around the time one of the suspected drops occurred. Looking at the logs there seem to be a lot of DNS errors for related to one of our employers work laptops which uses VPN.

Thanks

Andy

Re: Broadband connection dropping

koumster — Thu, 15 Feb 2024 08:27:17 GMT

Hi Karl,

Thanks for checking, logs have now been provided to Keith.

Andy

Re: Broadband connection dropping

Karl-TalkTalk — Thu, 15 Feb 2024 08:47:51 GMT

Excellent. Keith knows his stuff, and we will follow his recommendation.

Karl.

Re: Broadband connection dropping

KeithFrench — Thu, 15 Feb 2024 10:46:30 GMT

Hi @koumster

All of the DNS errors are a bug in the System Log classification, setting them to "Error". These should be "Informational" and I have reported this to the developers via @Karl-TalkTalk.

Those logs only show DNS errors, so based on that there would seem to be nothing wrong with the router's stability during that time period.

When the connection drops, is this over a wired (Ethernet) connection, wireless or both?

Re: Broadband connection dropping

koumster — Thu, 15 Feb 2024 11:34:55 GMT

Hi Keith,

Thanks for the update, all devices are wireless, apart from a cctv system. I'll accept this solution and do some further checks where i can gather more information and raise another support request if required.

It has been fine today with no drops so far.

Appreciate your support.

Regards

Andy

Re: Broadband connection dropping

Franco_B — Thu, 15 Feb 2024 14:04:07 GMT

While I don't want to intrude on your thread, and since I can't see if you mentioned it happening on all devices or WiFi only devices, if the CCTV system is fine and not affected and it is only the wireless devices affected, have a look at your logs again with it set to "Info or Lower" see if you have this as an entry

because I've noticed this has been kicking our wifi devices off the network rather sporadically for brief periods of time. I only noticed because we're having internet issues, so I've been trawling our logs - even the replacement router was affected, in fact it was far worse so it went back.

As for the DNS log entries, also had that but stopped after I put in a different DNS if I recall correctly.

Re: Broadband connection dropping

KeithFrench — Thu, 15 Feb 2024 14:46:28 GMT

That is of course the problem where logs are filtered, it is easy to filter out what is causing the problem. The DNS entries are a bug that as I said I have raised previously with TalkTalk.

Re: Broadband connection dropping

koumster — Thu, 15 Feb 2024 14:55:52 GMT

Hi Keith,

We encountered another drop earlier today at 13:16hrs, and as Franco recommended below I have collected the "Info & lower" logs for that time period for you to look at.

Please see attached logs.

Regards,

Andy

Re: Broadband connection dropping

KeithFrench — Thu, 15 Feb 2024 15:00:02 GMT

Yes, I can now see the issue, you are being kicked off as the security settings have been saved. I have seen this before but have never been able to get to the bottom of it. I have never seen this on my router. Do you have WiFi optimisation enabled?

Re: Broadband connection dropping

koumster — Thu, 15 Feb 2024 15:01:34 GMT

Not sure, how can i check?

Re: Broadband connection dropping

KeithFrench — Thu, 15 Feb 2024 15:04:38 GMT

It will be enabled by default unless you request TalkTalk disable it for you, which I would recommend to start with. It can easily be re-enabled at a later date. Just request that they disable it for you (it has the power to change any of your WiFi configuration at will) in your reply. Then we'll see what happens.

Re: Broadband connection dropping

koumster — Thu, 15 Feb 2024 15:11:18 GMT

OK thanks for the explanation and i have not requested that WiFi optimisation be disabled in the past, so it's probably still enabled.

@Karl-TalkTalk is this something you can help with please?

Re: Broadband connection dropping

Debbie-TalkTalk — Fri, 16 Feb 2024 07:29:21 GMT

Hi akoumi

I've switched the WIFI optimisation off.

Thanks

Debbie

Re: Broadband connection dropping

koumster — Fri, 16 Feb 2024 08:24:21 GMT

Thanks Debbie,

I'll monitor the WIFI connections over the next week and let you know how I get on and whether you should turn the WIFI Optimisation back on.

Just out of interested what does the WIFI Optimisation do and will it affect the download/upload speeds with it turned off?

Thanks,

Re: Broadband connection dropping

Debbie-TalkTalk — Fri, 16 Feb 2024 08:21:35 GMT

Hi akoumi

Thank you. WIFI optimisation monitors the connection and will try and choose the best wireless channel for you.

Sometimes customers prefer to choose their own wireless channels.