topic Re: Line dropping multiple times a day in Fibre

Line dropping multiple times a day

Pedrofour4 — Fri, 07 Jun 2024 10:22:21 GMT

Hi, I'm having a major issue with my broadband dropping several times a day. The lights on my modem all turn off, apart from the power light, and it can take several minutes for them to return.

If I look on my router logs, I see -

WAN DHCP client (1) failed every few minutes.

I'm also seeing multiple instances of DNS name resolution failure (ota-internal.nvidi.com).

Last month, I was without a connection for almost a week. It took several attempts to get the issue resolved. Initially, a new router was provided, which did not help. Eventually, an engineer visit was arranged and my talk talk modem was replaced with an openreach modem.

Initially, this seemed to solve the issue, but very quickly I started getting the frequent line drops.

Customer service have been no help whatsoever.

Prior to this, I was very happy with my service, but the past 2 months have been a nightmare.

Re: Line dropping multiple times a day

Debbie-TalkTalk — Fri, 07 Jun 2024 10:24:13 GMT

Hi @Pedrofour4

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: Line dropping multiple times a day

HayleyRM — Fri, 07 Jun 2024 12:01:40 GMT

You're not alone. Our connection spontaneously taps out for several minutes at a time but constantly. It's done it for the past year and the reason we are looking at alternative suppliers.

Re: Line dropping multiple times a day

Debbie-TalkTalk — Fri, 07 Jun 2024 12:02:43 GMT

HI @HayleyRM

I'm sorry to hear this.

Please can you create a new topic here Broadband - TalkTalk Help & Support

We can then take a look at this for you.

Re: Line dropping multiple times a day

Pedrofour4 — Fri, 07 Jun 2024 12:12:04 GMT

Hi, thank you for the reply. I have added the information you requested. I should note that since posting this, I have ran another line test that found an issue and I was requested to contact technical services viat web chat. Unfortunately, this was of no help as the only advice they could provide was that I disconnect any wifi extenders and monitor the connection for 7 days. I do not have any wifi extenders or powerline adapters and told the agent this, but the chat was disconnected when I asked about an engineer visit.

Re: Line dropping multiple times a day

Debbie-TalkTalk — Fri, 07 Jun 2024 12:16:12 GMT

Hi @Pedrofour4

Thanks for adding your details.

I'm really sorry about this. I'm just checking this now and I will post back shortly.

Debbie

Re: Line dropping multiple times a day

Debbie-TalkTalk — Fri, 07 Jun 2024 12:19:10 GMT

Hi Pedrofour4

The line tests are detecting a potential fault towards the property and Openreach are requesting that we arrange an engineer visit.

Would you like me to arrange this visit?

Re: Line dropping multiple times a day

Pedrofour4 — Fri, 07 Jun 2024 12:22:06 GMT

I would very much like you to arrange an engineer visit. Thank you!

Re: Line dropping multiple times a day

Debbie-TalkTalk — Fri, 07 Jun 2024 12:25:37 GMT

Hi Pedrofour4

No problem, we can arrange that for you.

Please can you provide your availability for this visit AM and PM?

Can you also confirm potential Engineer charges

Re: Line dropping multiple times a day

Pedrofour4 — Fri, 07 Jun 2024 13:35:20 GMT

Hi @Debbie-TalkTalk, I'm sorry about the delay in replying, my line dropped again and I couldn't get back on. I have full am/pm availability all next week apart from the 12th

I also understand and accept the potential engineer charges.

I really appreciate your help in getting this resolved.

Re: Line dropping multiple times a day

Debbie-TalkTalk — Mon, 10 Jun 2024 07:48:40 GMT

Hi @Pedrofour4

Apologies for the delay.

I've arranged the engineer visit for 11/06 PM (1pm - 6pm)

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

Thanks

Debbie

Re: Line dropping multiple times a day

Debbie-TalkTalk — Wed, 12 Jun 2024 07:38:40 GMT

Hi @Pedrofour4

How are you getting on following the engineer visit?

Re: Line dropping multiple times a day

CharlieMD1 — Wed, 12 Jun 2024 09:40:21 GMT

We're also experiencing this, my router is struggling to cope with a single Google Meet (it keeps dropping from 15Mbps to sub-1Mbps) so I have to switch to hot-spotting 4G on my phone constantly and I'm known as "the guy with the slow wifi" in my team. I'm struggling to see why I shouldn't switch to a 5G Hub as I'm in central London.

I would love for it to be fixed permanently but it just gets fixed once and then regresses a couple of days/weeks later. I'd thought TalkTalk would have some kind of monitoring system that flags when these things happen.

Re: Line dropping multiple times a day

Debbie-TalkTalk — Wed, 12 Jun 2024 09:41:21 GMT

Hi @CharlieMDay

Please can you create your own topic on the Community, we can then take a look at this for you.

Thanks

Debbie