topic Re: Frequent Loss of Sync in Fibre

Frequent Loss of Sync

Pete_G — Wed, 29 Jan 2025 19:30:06 GMT

Hi,

I'm getting frequent sync loss (and high packet loss pre sync loss) intermittently over the last few days (and for 2 days last week).

I conducted a line test via the account page which detected a potential fault and then directed me to webchat for support. I've spent a few hours on webchat but I can't seem to make any progress support wise unfortunately.

I was told in the same webchat from the Agent;

"The reason you are experiencing this problem is due to planned engineering work in your area, which is affecting both Voice and Data services."

"There is nothing wrong with your Service, Engineer is just checking Your area causing you to experience this issue for the meantime. As they are checking the Area so that you won't have issues in the future"

"Our engineers are currently doing their utmost to get this sorted out as soon as possible. We currently don't have a timeframe, but rest assured that this is now being taken care of with the utmost urgency. I can definitely link your account to the incident for you to be sent a confirmation SMS as soon as the service is up and running again."

"They have also prioritise your name on their list on fixing this issue at your area and assured to contact you"

"Performing a factory reset of your router will allow the new data to sync to your router and the speed and range will cover all parts of your house. To do this, use a small pin or a straightened paper clip to press the reset pin hole at the back of the router and hold it for 30 seconds until the lights turn off and on again. It's recommended to reset the router once or twice a month to ensure that all unnecessary data causing speed issues is deleted from the memory."

...I'm not sure what to do really as the statements are a little contradictory and no matter how many times I say I'm just using the router as a straight DSL bridge, clients via an ethernet cable with no wifi option, they keep asking me if the drop outs are in all areas of my house 🙂

So I guess my question is, how do I know if I fault is actually raised on my behalf? ..and if it has how can I track progress?

Thanks for any help!

Router version SG4K100206 / straight into master socket / currently sync'd in-between drop outs @40/17 (compared with the usual sync of 80/20 which has been stable for the last 3 years)

Re: Frequent Loss of Sync

Divsec — Wed, 29 Jan 2025 20:07:10 GMT

Hi @Pete_G your post has been escalated and you should hear tomorrow.

Re: Frequent Loss of Sync

Anonymous — Thu, 30 Jan 2025 06:53:53 GMT

Morning Pete,

I've run a test on your line now and the test is detecting a potential fault towards the property. Does your main socket have a test socket please? If it does then could you connect the microfilter, router and phone (if used) to the test socket so we can re-run the line test again?

Thanks

Michelle

Re: Frequent Loss of Sync

Pete_G — Thu, 30 Jan 2025 07:41:02 GMT

Hi @Anonymous

Thanks for the response!

I’ve just popped off the pre filtered faceplate on the master socket and connected a microfilter, router and phone to the test socket behind if that helps.

let me know if you need me to do anything else.

Cheers!

Re: Frequent Loss of Sync

Anonymous — Thu, 30 Jan 2025 07:48:43 GMT

Hi Pete,

Thank you. I've re-run the line test now and it's still detecting the same fault. Would it be possible to remove all the equipment from the line and leave the faceplate off for 30 minutes so we can run the test with everything removed?

Michelle

Re: Frequent Loss of Sync

Pete_G — Thu, 30 Jan 2025 07:56:44 GMT

Hi @Anonymous

I’ve removed everything from the master socket as requested.

let me know if you need anything else.

cheers!

Re: Frequent Loss of Sync

Anonymous — Thu, 30 Jan 2025 08:11:17 GMT

Hi Pete,

The line test is still detecting the same fault with all equipment removed from the line. Would you like to try a replacement router first before we arrange an engineer visit to the property?

Thanks

Michelle

Re: Frequent Loss of Sync

Pete_G — Thu, 30 Jan 2025 08:17:05 GMT

Hi @Anonymous

if the line test is still showing a potential fault with the equipment removed I’d prefer an engineer to look at it if that’s ok.

happy if you want to send a replacement out as well to cover that as a subsequent fault though.

there’s 2 of us that work from home currently so struggling a bit!

thanks for your help so far, much appreciated 🙂

Re: Frequent Loss of Sync

Anonymous — Thu, 30 Jan 2025 08:19:09 GMT

Hi Pete,

I'm happy to arrange an engineer visit for you. Could you confirm that you accept potential time related engineer charges and also provide a few days availability AM (8-1) and PM (1-6) and I can get this booked in for you.

Thanks

Michelle

Re: Frequent Loss of Sync

Pete_G — Thu, 30 Jan 2025 08:26:28 GMT

Hi @Anonymous

We can be here any time, so the earliest opportunity for an engineer would be perfect, thanks!

Re: Frequent Loss of Sync

Anonymous — Thu, 30 Jan 2025 09:06:50 GMT

Hi Pete,

I've arranged the earliest engineer appointment for 31st January AM. Please let us know how you get on following this visit.

Thanks

Michelle

Re: Frequent Loss of Sync

Pete_G — Thu, 30 Jan 2025 10:18:25 GMT

Thank you!

Re: Frequent Loss of Sync

Anonymous — Thu, 30 Jan 2025 10:26:17 GMT

Hi Pete,

You're welcome 🙂 We'll check back in with you tomorrow just to make sure that the fault has been resolved.

Thanks

Michelle

Re: Frequent Loss of Sync

Chris-TalkTalk — Fri, 31 Jan 2025 13:38:20 GMT

Hi Pete,

How are you getting on?

Chris

Re: Frequent Loss of Sync

Pete_G — Fri, 31 Jan 2025 19:31:36 GMT

Hi @Chris-TalkTalk

I had no contact from an engineer this morning (the appt was scheduled 8am - 1pm) but at 1:30pm we lost sync again and then it re-sync'd @80/20 and then remained stable, which it hasn't for the duration of the fault.

I did have a text at 2pm-ish though that said "we hope the visit from our engineer has resolved the issue".

It is stable currently, but it has been stable intermittently for the last week or so anyway, so none the wiser really!

Cheers.

Re: Frequent Loss of Sync

Divsec — Fri, 31 Jan 2025 20:02:20 GMT

Hi @Pete_G tentative good news then. It's possible the engineer fixed a fault at the exchange and didn't need to visit your house.

🤞

Re: Frequent Loss of Sync

Chris-TalkTalk — Mon, 03 Feb 2025 08:49:03 GMT

Hi Pete, how has it been over the weekend?

Chris

Re: Frequent Loss of Sync

Pete_G — Tue, 04 Feb 2025 06:45:33 GMT

Hi ,

Its been sync’d @ 80/20 without packet loss (or any re-syncs) now for 3 days so yes fingers crossed the issue is resolved.

thanks for all your help.

cheers,

Pete

Re: Frequent Loss of Sync

Anonymous — Tue, 04 Feb 2025 06:50:20 GMT

Morning Pete,

I'm glad to hear this 🙂

Thanks

Michelle