topic Re: Internet keeps disconnecting .. in Fibre

Internet keeps disconnecting ..

hawaye — Wed, 28 Feb 2024 15:22:44 GMT

Since November 2023 the Internet has been disconnecting once or twice daily. Each time I have reported a fault but I've been given a fault number and the Internet has reappeared. A text and an email says If I still have problems, to open a chat with support. Nobody on chat has been interested if the Internet has come back.

The last fault was reported on 25/02/24 number REP-14032492. This report has prevented me reporting this morning's debacle when the Internet has failed at 10:30am, 11:14am and at 2:40pm. Because there is a fault report outstanding I can't seem to get to a chat to discuss the current issue. Typically, the white light stays lit on the router and my ping app says that Talktalk's IP address is different when the Internet starts working again.

I would like to know how bad these problems have to be before Talktalk will accept that their service isn't working and release me from my 2 contracts and let me install a 5G connection with a dish in search of improved reliability. Of course it would be better if things went back to pre-November '23 days.

Our setup at home hasn't changed for 2 years, with a Talktalk DG8041 router. Can anyone help, please?

Re: Internet keeps disconnecting ..

Chris-TalkTalk — Wed, 28 Feb 2024 15:37:35 GMT

Hi hawaye,

I'm sorry to hear that you're experiencing problems with your service. Could I just ask, is your router currently connected to the test socket? Are you experiencing any problems with your telephone service?

Chris

Re: Internet keeps disconnecting ..

hawaye — Wed, 28 Feb 2024 15:51:35 GMT

Hi Chris, thanks for the reply. The router is connected to the Openreach socket. I'll add that the router was updated on 25/02/2024 but it hasn't made any difference. The telephone has no problems although I can't say if that's true when the Internet is down. I was advised to run ping -t which happened to be running this morning; it said timeout, then general failure when the Internet stopped this morning.

Re: Internet keeps disconnecting ..

Chris-TalkTalk — Wed, 28 Feb 2024 16:01:21 GMT

OK thanks. Line test is passing and sync looks fine and there are only 2 disconnections showing in the last couple of weeks (26th and 27th). Have you noticed if the light changes on your router when the connection appears to drop?

Chris

Re: Internet keeps disconnecting ..

hawaye — Wed, 28 Feb 2024 16:09:21 GMT

I'm surprised you can't see the disconnections today and on the 25th which appeared to trigger the router update. There have been a dozen disconnections in the past fortnight. Typically the router light stays white but has gone to flashing orange a few times when disconnected.

Re: Internet keeps disconnecting ..

hawaye — Wed, 28 Feb 2024 16:58:08 GMT

And, annoyingly, today 4:40 pm. Router went to orange light; normal dial tone on phone.

Re: Internet keeps disconnecting ..

Joe902 — Thu, 29 Feb 2024 01:36:50 GMT

Hi, same here for months and days, same here about a test socket for the router which is not possible on a master socket 5c it has a built in filter.

Re: Internet keeps disconnecting ..

Chris-TalkTalk — Thu, 29 Feb 2024 08:07:05 GMT

Hi hawaye,

There are no disconnection or unavailable seconds showing yesterday at all. Could you dial 17070 from your TalkTalk landline and confirm that the number read back to you is your. I just want to make sure that you don't have a crossed line

Chris

Re: Internet keeps disconnecting ..

Chris-TalkTalk — Thu, 29 Feb 2024 08:08:16 GMT

Hi Joe902,

If you need assistance can you please start your own thread/topic if you haven't already, and we'll be happy to help

Chris

Re: Internet keeps disconnecting ..

hawaye — Thu, 29 Feb 2024 08:57:38 GMT

Thanks Chris. I've just dialled 17070 and it reports the right number. I will have a chance to check my second number later this morning.

I'm using an app called Pingtools. On the 5:30 disconnection, it reported that I reconnected to Three, not TalkTalk. Do you have a relationship with Three?

Pingtools also shows the IP address I'm connected to. Every time my Internet reconnects, a different IP address shows, but all so far begin 92.

Hope this helps but I'm very concerned that your system doesn't show the nuisance I'm experiencing.

Re: Internet keeps disconnecting ..

Chris-TalkTalk — Thu, 29 Feb 2024 09:17:33 GMT

Thanks for trying that. What do you mean by "second number", do you have two lines?

Chris

Re: Internet keeps disconnecting ..

hawaye — Thu, 29 Feb 2024 09:46:07 GMT

Chris, yes I have 2 numbers in houses on the same street. The main number ends 9064 and the second number ends 9964. The second number tested OK on 17070 a few minutes ago with no noise on the line.

I am monitoring 9064 with a Windows laptop pinging 8.8.8.8 continuously.

Re: Internet keeps disconnecting ..

hawaye — Thu, 29 Feb 2024 09:57:12 GMT

... and the connection just died at 9:50am. White light stayed on the router and reconnected to TalkTalk 92.4.178.89. Ping reported timeout, then general failure.

Re: Internet keeps disconnecting ..

Chris-TalkTalk — Thu, 29 Feb 2024 10:01:02 GMT

9964 is the number I've been checking, the one in your community profile, is this the number with the issue?

Chris

Re: Internet keeps disconnecting ..

hawaye — Thu, 29 Feb 2024 10:08:21 GMT

The number in my profile is the one I needed to report an Openreach problem when the tree was sawing through the overhead wire. Sorry, I didn't remember about the profile. No wonder you can't see disconnections.

The number disconnecting regularly ends 9064.

Re: Internet keeps disconnecting ..

Chris-TalkTalk — Thu, 29 Feb 2024 10:11:46 GMT

OK thanks, could you add the full number to the private notes section of your community profile and I'll take a look at it

Chris

Re: Internet keeps disconnecting ..

hawaye — Thu, 29 Feb 2024 11:40:58 GMT

Done.

Re: Internet keeps disconnecting ..

Chris-TalkTalk — Thu, 29 Feb 2024 12:10:14 GMT

OK thanks. I'll take a look at this now

Chris

Re: Internet keeps disconnecting ..

Chris-TalkTalk — Thu, 29 Feb 2024 12:23:48 GMT

Line test is passing but I can see that the connection has been unstable. If you've had the same issue with 2 different routers connected to the test socket then the next step will be to arrange an engineer visit. If you'd like us to do this please let us know and well confirm some details with you.

Chris

Re: Internet keeps disconnecting ..

hawaye — Thu, 29 Feb 2024 15:19:59 GMT

OK a borrowed Sagemcom 5364 router is now in place. It's connected to the test socket as you advised. I have Internet. At the moment.

Chris, many thanks for your input so far.