topic Re: Frequent disconnections and sync speeds lowered in Fibre

Frequent disconnections and sync speeds lowered

Maxine24 — Mon, 09 Jun 2025 12:22:25 GMT

Hello.

I'm frequently disconnecting and my sync speeds are changing each time.

Currently my speeds are ~21/13.

I spoke to someone in the chat but I don't think their solution will resolve the issue, as I think the issue may lie with the exchange or cabinet.

The issues started around 1AM and have been ongoing since this morning/afternoon.

Could someone take a look? Thanks.

Re: Frequent disconnections and sync speeds lowered

kanya-TT — Mon, 09 Jun 2025 12:34:05 GMT

Hey there, Maxine24. We can run checks for you and in your line as well. All you need to do is to confirm you are home and ready to begin otherwise I am ready on my side.

Kanya

Re: Frequent disconnections and sync speeds lowered

Maxine24 — Mon, 09 Jun 2025 12:35:27 GMT

I am home.

Thank you!

Re: Frequent disconnections and sync speeds lowered

kanya-TT — Mon, 09 Jun 2025 12:40:55 GMT

Great, we can begin with tests. Do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector.

Kanya

Re: Frequent disconnections and sync speeds lowered

Maxine24 — Mon, 09 Jun 2025 12:44:01 GMT

No I do not.

Re: Frequent disconnections and sync speeds lowered

kanya-TT — Mon, 09 Jun 2025 12:44:51 GMT

Does the problem occur everywhere you try and use the WiFi, or just in certain parts of the house - for example upstairs, or outside the house?

Kanya

Re: Frequent disconnections and sync speeds lowered

Maxine24 — Mon, 09 Jun 2025 12:47:16 GMT

The router completely disconnects, there is no connection.

It happens everywhere.

Re: Frequent disconnections and sync speeds lowered

kanya-TT — Mon, 09 Jun 2025 12:48:32 GMT

That's interestng. Do you find that your internet cuts out whenever you make or receive phone calls from your landline?

Kanya

Re: Frequent disconnections and sync speeds lowered

Maxine24 — Mon, 09 Jun 2025 12:50:11 GMT

I rarely receive or make calls on the landline. So that wouldn't be the issue.

Re: Frequent disconnections and sync speeds lowered

kanya-TT — Mon, 09 Jun 2025 12:51:08 GMT

We now need to capture the make and model of your router. This can be found on the back or underneath your router. Can you provide me with this please?

Kanya

Re: Frequent disconnections and sync speeds lowered

Maxine24 — Mon, 09 Jun 2025 12:56:55 GMT

I don't use the TalkTalk router, but it's a Netgear D7000.

My connection is normally very stable, the issue isn't on my end.

Re: Frequent disconnections and sync speeds lowered

kanya-TT — Mon, 09 Jun 2025 12:59:38 GMT

Thank you, but if I may ask do was this router supplied by TalkTalk.

Kanya

Re: Frequent disconnections and sync speeds lowered

Maxine24 — Mon, 09 Jun 2025 13:02:24 GMT

No it was not.

Re: Frequent disconnections and sync speeds lowered

kanya-TT — Mon, 09 Jun 2025 13:04:20 GMT

Do you still have the one supplied by TalkTalk.

Kanya

Re: Frequent disconnections and sync speeds lowered

Maxine24 — Mon, 09 Jun 2025 13:09:23 GMT

Yes, but I have misplaced the AC adaptor.

Re: Frequent disconnections and sync speeds lowered

kanya-TT — Mon, 09 Jun 2025 13:11:31 GMT

Okay we will need you to get it connected right, this is because we are able to resolve issues with the internet when a TalkTalk router.

Do you regularly turn your broadband router off? For example, do you switch your router off at night

Kanya

Re: Frequent disconnections and sync speeds lowered

Maxine24 — Mon, 09 Jun 2025 13:15:14 GMT

No, it stays on 24/7.

Re: Frequent disconnections and sync speeds lowered

kanya-TT — Mon, 09 Jun 2025 13:16:47 GMT

Have there been any recent changes in your home that could have impacted your service?

For example - new or replacement equipment, building work on the premises or damage to any wiring in or around the home

Kanya

Re: Frequent disconnections and sync speeds lowered

Maxine24 — Mon, 09 Jun 2025 13:53:54 GMT

No, nothing new or changes.

Re: Frequent disconnections and sync speeds lowered

kanya-TT — Mon, 09 Jun 2025 14:03:04 GMT

A line test has not identified an issue outside your premises. As you've not made any changes before this issue started, the next step is to look at the router.

I'll guide you through the router checks - ensuring it's up to date and addressing any potential temporary issues that could have caused the connection drops.

If these steps don't resolve the issue then I'll look at other potential causes.

Kanya