topic Re: Connection repeatedly dropping out in Fibre

Connection repeatedly dropping out

MetalHealth — Thu, 27 Mar 2025 15:28:25 GMT

This is approximately the 4 or 5th time this has occured. For a period of time usually a number of days my internet connection will drop out repeatedly every few minutes at intervals throughout the day.

I have called before to report this because it was happening for over a week. An engineer was booked but lo and behold the day before he was due to visit the symptoms stopped so I can cancelled as I don't want to be charged if he doesn't find anything.

It's been happening yesterday and today. From about 2:30 onwards. Yesterday it happened approx 6 times in that period and has happened today 3 times already.

Every time I do a line test it says nothing found.

I am certain it is not my equipment (unless it's your router). No it's not WiFi, everything is cabled. No resetting the router doesn't work. No using the test socket doesn't make a difference. None of these Noddy troubleshooting techniques do anything.

Apparently it's impossible to speak to an actual human being who knows anything over the phone so I'm posting here in the hopes of reaching someone.

I have a video of it happening so you can see what's up if necessary.

The videos would be from when it happened 6th, 7th a d 8th November 24 but apparently I can't browse files on my phone to upload them.

Re: Connection repeatedly dropping out

Divsec — Thu, 27 Mar 2025 16:15:37 GMT

Hi @MetalHealth your post has been escalated and you should hear soon. In the meantime please check your community profile and add your landline number and/or account number so your account can be identified. Please don't post personal information here.

Re: Connection repeatedly dropping out

Karl-TalkTalk — Fri, 28 Mar 2025 07:52:45 GMT

Hi MetalHealth

Can you please update your Community Profile to include your

Name
TalkTalk Telephone number or Account 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.

Do not post any personal information, account numbers or phone numbers publicly.

Thanks

Karl

Re: Connection repeatedly dropping out

MetalHealth — Sat, 29 Mar 2025 11:27:37 GMT

Hi. I've updated my profile. Thanks

Re: Connection repeatedly dropping out

Karl-TalkTalk — Mon, 31 Mar 2025 07:07:08 GMT

A new router is on the way, lets get this swapped out. Use the new powerpack with the router also, so all is replaced. This will at least rule out a router fault before we progress further.

Thanks

Karl.

Re: Connection repeatedly dropping out

Divergordon — Mon, 31 Mar 2025 07:17:15 GMT

I’m having exact same issue. I tried to cancel my subscription about a month ago but I was persuaded that I just needed a new router, so I took out a new (2year) subscription!!

lo and behold, soon after the “cooling off period “ when I could cancel, the exact same issue, repeated loss of service.
speaking to a human at talk talk seems like an impossible task unless you tell the AI that you want to cancel

Re: Connection repeatedly dropping out

Karl-TalkTalk — Mon, 31 Mar 2025 07:20:24 GMT

If you start your own thread (new message), we’d love to help.

We’ve found that posting in someone else’s conversation makes it harder to follow when looking for an answer.

It’s easier and quicker if we can chat with you in a single thread, if you start your own thread, that will keep our community organised and help others with a similar problem.

Check your home phone number or account number are also added to your Community Profile as that will really help us to find your details quicker.

Thanks

Karl

Re: Connection repeatedly dropping out

Gliwmaeden2 — Mon, 31 Mar 2025 07:30:34 GMT

@Divergordon, the above response should be a reply to you to please start your own topic.

(Shows a response to the OP.)

Re: Connection repeatedly dropping out

MetalHealth — Fri, 04 Apr 2025 12:05:36 GMT

Hi Karl,

I have received the new router on Tuesday this week and set it up using all the components in the box (router, PSU and filter)

Unfortunately I have had 2 further drop outs this week.

Once on Thursday around 4pm and once today at 12:51.

Re: Connection repeatedly dropping out

Karl-TalkTalk — Fri, 04 Apr 2025 12:18:48 GMT

looks like the drops have been a result of DLM changing the line profile.

If these continue, then the next option is to book an engineer.

Karl.

Re: Connection repeatedly dropping out

MetalHealth — Fri, 04 Apr 2025 14:43:09 GMT

Hi Karl,

Thanks! Do you have logs back to 6-8th November 24? If so I can get the times of the drop outs that occurred then, so you could see if they have the same cause?

Re: Connection repeatedly dropping out

MetalHealth — Sun, 06 Apr 2025 15:36:49 GMT

It happened again just now. Approx 4:34 on Sunday

Re: Connection repeatedly dropping out

sabelo-TT — Mon, 07 Apr 2025 08:26:46 GMT

Hello there @MetalHealth,

Can we be able to continue with this privately, as I will need to conduct minor investigation on your line, and this will entitle to sharing account information.

I will pop a message privately to you and ask a few questions. 🙂