topic Re: Intermittent dropouts most days in Fibre

Intermittent dropouts most days

LetsGoPackers — Wed, 04 Dec 2024 08:45:27 GMT

Hi there

I have 2 issues. My connection drops out almost every day - often for multiple times. To rectify I usually have to reset the power to the router or even do a 20 min reset.

Problems have persisted for a while now, so used the online chat numerous times. Last year, there was suggestion to use a mesh but more recently the advice was to not unplug. While the operative was polite, he was not especially helpful in looking to resolve my problems.

Secondly - I am paying for Fibre 250, but this is just an imaginary number these days. I am sure the speeds were close to this a few years ago. More recently however, the internet speed is well down on expected and below the guarantee. Your website recently shows 103mps-117mps vs a guaranteed 136mps. My own tests show around 93mps.

Any help would be great.

Re: Intermittent dropouts most days

KeithFrench — Wed, 04 Dec 2024 08:50:57 GMT

When these drop outs occur does this affect all connections or just wireless ones? What happens to the light on the router?

Re: Intermittent dropouts most days

LetsGoPackers — Wed, 04 Dec 2024 09:14:02 GMT

I have no wired connections. Sometimes the router light stays green, sometimes flashes orange.

Re: Intermittent dropouts most days

Chris-TalkTalk — Wed, 04 Dec 2024 09:40:16 GMT

Hi LetsGoPackers,

Can you also please update your community profile to include your:

Name
Telephone number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Chris

Re: Intermittent dropouts most days

LetsGoPackers — Wed, 04 Dec 2024 10:01:11 GMT

Thanks Chris - updated profile as requested.

Lots of problems this morning - 4 drop-offs in the past 90 minutes, so would appreciate your help.

Re: Intermittent dropouts most days

KeithFrench — Wed, 04 Dec 2024 10:38:21 GMT

It does sound more like an unstable connection. That is impossible for any mesh network to fix.

Re: Intermittent dropouts most days

LetsGoPackers — Wed, 04 Dec 2024 17:32:58 GMT

Hello Chris / Talk Talk team

Any updates please on this? I have had more than a 12 outages today.

Thanks

Re: Intermittent dropouts most days

Chris-TalkTalk — Thu, 05 Dec 2024 08:42:20 GMT

Thanks for updating your profile. Line test is passing but your connection looks very unstable and speed is low. Is the modem connected directly to the test socket at the moment? - Your guide to main phone sockets - TalkTalk Help & Support

Are you experiencing any problems with your telephone service?

Chris

Re: Intermittent dropouts most days

LetsGoPackers — Thu, 05 Dec 2024 08:58:36 GMT

Thanks Chris

Yes plugged in directly, it looks most like NTE 5C MK 4 as per the link provided.

Nothing has changed in the setup over the years. Leaving aside the connection issues, the speed is well down from what I've had before.

Don't know about the phone line, seems fine but is very rarely used.

Re: Intermittent dropouts most days

Chris-TalkTalk — Thu, 05 Dec 2024 09:08:45 GMT

OK, to investigate further we'll need to arrange an engineer visit, if you'd like us to do this please let us know and we'll confirm some details with you

Chris

Re: Intermittent dropouts most days

LetsGoPackers — Thu, 05 Dec 2024 09:19:41 GMT

Yes please, that would be much appreciated

Re: Intermittent dropouts most days

Chris-TalkTalk — Thu, 05 Dec 2024 09:52:24 GMT

OK, can you confirm:

That you accept potential Engineers charges
Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

Thanks

Chris

Re: Intermittent dropouts most days

LetsGoPackers — Thu, 05 Dec 2024 10:05:16 GMT

Hi Chris

Well hopefully there is no charge but yes I agree.

Depending on timeframe, afternoons probably best.

Thanks

Re: Intermittent dropouts most days

Chris-TalkTalk — Thu, 05 Dec 2024 10:58:59 GMT

We can usually get an appointment next working day or the working day after, are you available tomorrow afternoon if it's available?

Chris

Re: Intermittent dropouts most days

LetsGoPackers — Thu, 05 Dec 2024 11:04:34 GMT

OK great - tomorrow afternoon would work. Thanks

Re: Intermittent dropouts most days

Chris-TalkTalk — Thu, 05 Dec 2024 12:14:33 GMT

I'll book the engineer and get back to you with the details

Chris

Re: Intermittent dropouts most days

Chris-TalkTalk — Thu, 05 Dec 2024 12:28:15 GMT

I've booked the appointment for tomorrow afternoon - December 06 2024, PM - please let us know how you get on

Chris

Re: Intermittent dropouts most days

LetsGoPackers — Thu, 05 Dec 2024 12:45:31 GMT

Thanks for your assistance.

Will the engineer be aware of the problems and the results of your investigations?

Re: Intermittent dropouts most days

Chris-TalkTalk — Thu, 05 Dec 2024 12:47:07 GMT

No problem. Yes the engineer will be aware of the issues

Chris

Re: Intermittent dropouts most days

LetsGoPackers — Sat, 07 Dec 2024 17:19:49 GMT

OK - the engineer was able to resolve the low speed issue through a series of measures. Back up to full speed now.

The intermittent drop offs he thinks are related to a faulty wifi hub and has requested a new one be sent out to me. Will this be automatically enacted or will I need to contact TalkTalk myself?

Thanks for the help on this, hopefully we are close to fully fixing the issues