topic Re: Random internet disconnection issue, mostly evening in Fibre

Random internet disconnection issue, mostly evening

KimJongIl — Thu, 26 Sep 2024 00:05:13 GMT

Hi all,

After many months of happy browsing, my router started dropping internet connection at random again. It happens mostly late evening, today I lost connection 4 or 5 times between 23:30 and 0:10, I can't see anything indicating a fault in the logs other than "TR-069 connectivity to (acs.talktalk.co.uk) has been closed".

Any help appreciated.

Re: Random internet disconnection issue, mostly evening

Anonymous — Thu, 26 Sep 2024 06:29:03 GMT

Morning,

I'm sorry to hear this. I've run a test on your line now which hasn't detected a fault, however I can see some re-connections on the line and the sync speed has also dropped. Is there any noise on the voice service? Does your main socket also have a test socket please?

Thanks

Michelle

Re: Random internet disconnection issue, mostly evening

KimJongIl — Thu, 26 Sep 2024 13:28:28 GMT

Hi Michelle,

We have only one socket in the house, it's right by the entrance to the property, it's also relatively new, Openreach installed it a few years ago. There's no landline phone at all, I never needed one.

The connection dropped multiple times again today, I'm at work but my wife works from home and you can imagine how disturbing it might be when you drop out of a teams call with a customer several times in a row.

The router is also fairly new, this isn't a new issue for us as it happened before, but each time TalkTalk managed to fix it with some tweaks to the line. The last time router's firmware was at fault, you might find more useful info in my previous discussions.

Thanks for looking into this,

Kamil

Re: Random internet disconnection issue, mostly evening

KimJongIl — Thu, 26 Sep 2024 13:34:11 GMT

Hi again,

Here's the photo of our socket, the router is plugged directly into it. not through a splitter like in some older types. Hope this helps!

socket

Re: Random internet disconnection issue, mostly evening

KimJongIl — Thu, 26 Sep 2024 23:13:38 GMT

And one more update, the connection has been fine for 9 hours now, but download speed dropped from usual 50-60mbps to only 30, speedtest shows high 20s. Upload doesn't seem to be affected.

router

Re: Random internet disconnection issue, mostly evening

Anonymous — Fri, 27 Sep 2024 05:36:06 GMT

Morning,

Thanks for the update. This type of main socket should have a test socket below the faceplate. If you squeeze the sides of the faceplate gently then it should lift away. There may be wires connected to the underside of the faceplate so do this gently. Could you then connect the microfilter and router at the test socket please.

Thanks

Michelle

Re: Random internet disconnection issue, mostly evening

KimJongIl — Sun, 29 Sep 2024 16:45:12 GMT

Hi Michelle, I can't find the filter anywhere but I'll borrow one next week for a few days to see if it makes a difference. For now it's been pretty stable, Online for 02:16:20 day(s) according to my router, but something is definitely up. I had lots of missing footage from my Ring doorbell movement sensor, which only happens when the internet isn't available.

Re: Random internet disconnection issue, mostly evening

Anonymous — Mon, 30 Sep 2024 06:16:31 GMT

Good morning,

Would you like us to send you a Microfilter?

Thanks

Michelle

Re: Random internet disconnection issue, mostly evening

KimJongIl — Tue, 01 Oct 2024 22:06:20 GMT

Hi Michelle, if it's not too much hassle! My connection has been stable since the weekend, Online for 04:21:44 day(s), but the bandwidth has dropped sightly and currently it's at 15 upload and 49 download, down from 18 and around 55-60. Have you made any changes to my line, or it just settled on the lower speed by itself?

Re: Random internet disconnection issue, mostly evening

Anonymous — Wed, 02 Oct 2024 05:13:47 GMT

Morning,

Thanks for the update and I'm glad to hear this. I've not made any changes personally, however it's most likey DLM adjusting the speed/stability to improve the overall performance of the connection.

Michelle