topic Re: More frequent disconnections recently in Fibre

More frequent disconnections recently

jamieburchell — Sun, 23 Feb 2025 16:23:10 GMT

I've noticed that my internet connection is dropping more frequently than usual. It seems to have coincided with neighbours getting full fibre but may be a coincidence (or a sinister push towards selling it to me). Can someone please check?

Thanks

Jamie

Re: More frequent disconnections recently

KeithFrench — Sun, 23 Feb 2025 21:56:29 GMT

Please can you elaborate by answering these few questions:-

1. What make/model of router do you have (if this is a TalkTalk router, these details will be on a label on the rear or underside of it)?
2. What package are you on?
3. What is the exact status of the lights on the front of the router when this happens?
4. If you have any wired connections, are they affected in the same way as wireless ones?

Re: More frequent disconnections recently

Debbie-TalkTalk — Mon, 24 Feb 2025 10:08:45 GMT

Hi @jamieburchell

I'm sorry to hear this.

I've completed a line test and this has detected a possible issue with the landline service.

Do you use the line for making calls?

Re: More frequent disconnections recently

jamieburchell — Mon, 24 Feb 2025 12:54:29 GMT

We don't use the landline for calls anymore. I have an automated voicemail on it to this effect if you do call it.

Re: More frequent disconnections recently

Debbie-TalkTalk — Mon, 24 Feb 2025 12:58:13 GMT

Hi @jamieburchell

Thanks for your reply.

Is your router currently connected at the test socket?

Re: More frequent disconnections recently

jamieburchell — Mon, 24 Feb 2025 13:08:18 GMT

We only have one (master) socket and it's still connected to that. We don't have any extension wiring.

Here's the connection logs from the router (FritzBox 7590) for the past few days.

23.02.25 16:15:43 DSL not responding (no DSL synchronization).
23.02.25 01:46:23 DSL not responding (no DSL synchronization).
22.02.25 18:55:55 DSL not responding (no DSL synchronization).
22.02.25 18:41:58 DSL not responding (no DSL synchronization).
22.02.25 18:32:50 DSL not responding (no DSL synchronization).
21.02.25 20:11:54 DSL not responding (no DSL synchronization).
21.02.25 20:07:56 DSL not responding (no DSL synchronization).
20.02.25 19:28:59 DSL not responding (no DSL synchronization).
20.02.25 19:23:20 DSL not responding (no DSL synchronization).
19.02.25 08:09:02 DSL not responding (no DSL synchronization).

Re: More frequent disconnections recently

Chris-TalkTalk — Mon, 24 Feb 2025 14:01:42 GMT

Hi Jamie,

Do you have a TalkTalk router that you can test with?

Chris

Re: More frequent disconnections recently

jamieburchell — Mon, 24 Feb 2025 14:19:14 GMT

I do not. I'm confused- is there a fault with the line or?

Re: More frequent disconnections recently

Chris-TalkTalk — Mon, 24 Feb 2025 14:32:51 GMT

The broadband line test passed, no fault found, but did say 'voice fault suspected'. We can arrange an engineer visit to investigate. If you'd like us to do this please let us know and we'll confirm some details with you

Chris

Re: More frequent disconnections recently

jamieburchell — Mon, 24 Feb 2025 14:35:06 GMT

Ah, OK. Could the affect the broadband connection? I don't really care about the voice side.

Re: More frequent disconnections recently

Chris-TalkTalk — Mon, 24 Feb 2025 15:00:37 GMT

Yes it could affect the broadband service, that why we ask you to check the voice as noise on the line can cause disconnections

Chris

Re: More frequent disconnections recently

jamieburchell — Tue, 25 Feb 2025 08:29:48 GMT

Thanks. I haven't had a disconnection since 23rd so I'll come back if this situation gets worse. My speed has gone from the usual 40Mbit/s to 34.2Mbit/s though.

Re: More frequent disconnections recently

Anonymous — Tue, 25 Feb 2025 08:35:35 GMT

Hi jamie,

Thanks for the update. The line test is now detecting a loop fault. Can I just check, which main socket do you have please?

Your guide to main phone sockets - TalkTalk Help & Support

Thanks

Michelle

Re: More frequent disconnections recently

jamieburchell — Tue, 25 Feb 2025 10:19:50 GMT

Master Socket 5C MK4

Re: More frequent disconnections recently

Chris-TalkTalk — Tue, 25 Feb 2025 12:32:27 GMT

Is that the only telephone socket in your home?

Chris

Re: More frequent disconnections recently

Anonymous — Tue, 25 Feb 2025 12:53:24 GMT

Hi jamie,

The 5C main socket should have a test socket below the faceplate. Would it be possible to gently lift away the front faceplate (there may be wires attached to the back) and connect the microfilter and router at the test socket so I can re-run the line test again please?

Thanks

Michelle

Re: More frequent disconnections recently

jamieburchell — Tue, 25 Feb 2025 14:05:20 GMT

It's the only socket in the home. There is no extension wiring.

I don't have a microfilter to test with.

Re: More frequent disconnections recently

Anonymous — Tue, 25 Feb 2025 14:09:26 GMT

Hi jamie,

Ok, we can send a microfilter out to you, would this be ok? It's just so we can rule out any potential issues with the faceplate causing the loop fault.

Michelle

Re: More frequent disconnections recently

jamieburchell — Tue, 25 Feb 2025 14:30:06 GMT

Sure no problem. Thanks.

Re: More frequent disconnections recently

Chris-TalkTalk — Tue, 25 Feb 2025 15:17:10 GMT

I've ordered a micro-filter, it should be with you within a couple of working days

Chris