topic Re: Disconnection problems in Fibre

Disconnection problems

Kro15 — Sat, 22 Jun 2024 10:38:14 GMT

For several months now i've been having issues with my internet connection dropping randomly and generally reconnecting fairly shortly after (which to be honest i have largely ignored and lived with) I have three devices that i use wirelessly and the smart TV connected with an ethernet cable (the TV seems pretty dire and slow when trying to watch catch up or youtube) I never had any problems before with any of my devices even down at my garden workshop !

I contacted TT last week via live chat and the guy i spoke top said he thought it was due to congestion and said he would make some adjustments etc. after directing me to reset my router etc. and that it should be fine but may take upto 24hrs to take effect, well there doesn't seem to be any improvement. I have rebooted my router on a number of occasions but to no avail, I even get interruptions watching a video or on a website etc. in the lounge where the router is situated as it has been for many years.....i'm wondering if it is the router that may be at fault !......please advise thanks

Re: Disconnection problems

Divsec — Sat, 22 Jun 2024 10:59:11 GMT

Hi @Kro15 your post has been escalated and you should hear Monday, in the meantime please add your landline phone number to your community profile so that your account can be identified by the team, if a landline is a problem please add your account number in the private notes.

What model is your router?

Re: Disconnection problems

Kro15 — Sun, 23 Jun 2024 11:22:31 GMT

Thanks for the reply, I have added my landline number and I believe my router is a Sagemcom 5364.....hope this helps.

Re: Disconnection problems

Anonymous — Mon, 24 Jun 2024 06:12:10 GMT

Morning,

Thank you. I've run a test on the line now which is clear. Would you like us to send a replacement router for testing purposes to rule this out?

Thanks

Michelle

Re: Disconnection problems

Kro15 — Mon, 24 Jun 2024 09:07:17 GMT

Hi Michelle thanks for the response, all the test's i've done from this end are telling me all seems ok apart from the connection between the router and my devices, which makes me think this could be the issue !

So I would appreciate trying a new replacement router if that is possible please.....(do you agree the router could be the problem ?)

many thanks.

Re: Disconnection problems

Debbie-TalkTalk — Mon, 24 Jun 2024 09:31:00 GMT

Hi @Kro15

The replacement router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

Re: Disconnection problems

Debbie-TalkTalk — Wed, 26 Jun 2024 13:00:26 GMT

HI @Kro15

Have you received the replacement router?

Re: Disconnection problems

Anonymous — Fri, 28 Jun 2024 05:54:18 GMT

Morning,

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

Thanks

Michelle

Re: Disconnection problems

Kro15 — Wed, 10 Jul 2024 12:09:42 GMT

Having replaced the router and re situating it I'm still having my connection disconnecting and reconnecting occasionally....

when I carry out tests it still tells me that there is an issue from router to devices !

I just managed to carry out a speed test to my router which comes up as good, but am unable to carry out a speed test from router to devices as it comes up 404 error !

Re: Disconnection problems

Debbie-TalkTalk — Wed, 10 Jul 2024 12:11:40 GMT

Hi @Kro15

I'm really sorry about this.

Can I just check, are wired connections also dropping or is it only wireless affected?

Re: Disconnection problems

Kro15 — Sun, 14 Jul 2024 08:46:20 GMT

Debbie it happens with both wired and wireless......

Re: Disconnection problems

Debbie-TalkTalk — Mon, 15 Jul 2024 05:54:54 GMT

Hi Kro15

Thanks for your reply.

If the connection is dropping when connected wired with the new router (cables and filter) at the test socket then the next step will be an Openreach engineer visit.

Would you like me to arrange this visit?

Re: Disconnection problems

Kro15 — Mon, 15 Jul 2024 09:50:43 GMT

Thanks again for the reply Debbie, I believe I have the latest main socket mk4 5C that I understand has a built in filter, but my router is connected via an extension socket from the main socket (which it has been for a number of years) so I will try the router connected directly to the main socket and see how this goes for a few days first I think..

Would there be any cost involved for an engineer visit ?

Re: Disconnection problems

Debbie-TalkTalk — Mon, 15 Jul 2024 10:01:21 GMT

Hi @Kro15

Thank you. Testing directly at the test socket will just help rule out any issues with the faceplate or internal wiring.

If the fault is found to be on Openreach maintained equipment then no charges will be applied.

Further information can be found here Engineer charges

Re: Disconnection problems

Debbie-TalkTalk — Wed, 17 Jul 2024 05:59:19 GMT

Morning @Kro15

Were you able to test the connection directly at the test socket?

Re: Disconnection problems

Kro15 — Wed, 17 Jul 2024 10:23:24 GMT

Hi Debbie,

so I moved the router right next to the test socket and ran it for a while, I hard wired my laptop to it and carried out a speed test from router to devices which all came out good, but when I tried wireless it went poor again, I tried this many times and then moved the router back to it's normal position and carried out the same test's which came out exactly the same !

I noticed when online at the time that the connection dropped out and back in again on both Monday and yesterday (that I actually saw pop up on screen on both laptop and phone)

Also a real issue for me is when in my workshop approx 30 yds away that I have lots of connection problems that I never used to have atall including trying to access email or watch an instructional video on youtube etc.

Re: Disconnection problems

Chris-TalkTalk — Wed, 17 Jul 2024 13:13:03 GMT

Hi Kro15,

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

Chris

Re: Disconnection problems

Kro15 — Wed, 17 Jul 2024 14:57:16 GMT

Hi Chris,

I virtually never use the landline these days but I do check the dial tone every now and then (especially if having issues) and have found no problems with that......

Re: Disconnection problems

Chris-TalkTalk — Thu, 18 Jul 2024 08:31:44 GMT

OK thanks. Line test is passing and showing very few connection drops. I've also checked the realtime data for your line for the last week and apart from a couple of drops on the 15th the connection appears to have been stable with a very low error count every hour. Have you noticed if the light changes on the router when the connection appears to drop?

Chris

Re: Disconnection problems

Kro15 — Thu, 18 Jul 2024 10:28:51 GMT

Hi Chris,

honestly no I haven't noticed any change on the router light.....but I dont understand the issues regarding wi fi connection around my property now when I never experienced this before it always used to work fine !!