topic Re: Intermittent Connection in Fibre

Intermittent Connection

AmberParlsow — Sat, 26 Apr 2025 20:10:23 GMT

The internet is constantly dropping.

Ive already been sent a new router.

They reset it all this afternoon and it was better for about an hour, now its dropping constantly again.

I can’t believe I can’t talk to anyone past 8pm! I’m supposed to wait until tomorrow morning with useless internet?!

Re: Intermittent Connection

ferguson — Sat, 26 Apr 2025 20:23:21 GMT

You won't be able to speak to anyone on Sunday either. Is it just wireless connections that are dropping, or wired as well? What are the lights on the ONT showing when this happens?

Re: Intermittent Connection

fr8ys — Sat, 26 Apr 2025 20:23:50 GMT

Monday I'm afraid.

You will have to use chat if you require help tomorrow.

This forum is manned by staff normal office hours Monday to Friday.

Opening Hours can be found here - https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529#

If you still require help Monday, you are in the staff's queue for a response.
For a quicker reply can you please ensure you have your personal information up to date in your profile including your TalkTalk landline phone number so your account can be traced. Link here - https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info
If you are unsure of your phone number, you can find this in My Account or dial 17070 from your landline phone and this will confirm the number for you.
You can also add your account number in the private notes field, which only you and the support staff can view.
Please post back when done.
Thank you

Re: Intermittent Connection

AmberParlsow — Sat, 26 Apr 2025 20:30:44 GMT

It’s all internet

Re: Intermittent Connection

AmberParlsow — Sat, 26 Apr 2025 20:32:02 GMT

Chat is closed too…

So I can’t get any help to resolve my issue until office hours?! That’s ludicrous!

Re: Intermittent Connection

ferguson — Sat, 26 Apr 2025 20:35:32 GMT

So what are the router/ONT lights doing when these disconnections happen?

Re: Intermittent Connection

AmberParlsow — Sat, 26 Apr 2025 20:36:13 GMT

Flashing orange/white

Re: Intermittent Connection

ferguson — Sat, 26 Apr 2025 20:39:14 GMT

OK, and this is a replacement router? Do the ONT lights remain steady?

Re: Intermittent Connection

AmberParlsow — Sat, 26 Apr 2025 20:51:08 GMT

There is only one light

Re: Intermittent Connection

ferguson — Sun, 27 Apr 2025 11:18:41 GMT

Is it actually Full Fibre that you have?

Re: Intermittent Connection

AmberParlsow — Sun, 27 Apr 2025 16:54:29 GMT

I have Fibre 65

Re: Intermittent Connection

ferguson — Sun, 27 Apr 2025 17:21:15 GMT

Connected via a phone socket, or an ONT?

Re: Intermittent Connection

AmberParlsow — Sun, 27 Apr 2025 17:25:43 GMT

A phone socket

Re: Intermittent Connection

Gliwmaeden2 — Sun, 27 Apr 2025 17:33:46 GMT

@AmberParlsow, I'll move this thread to the Fibre section as you don't have Full Fibre, just FTTC.

Important to distinguish between them for support purposes.

Re: Intermittent Connection

ferguson — Sun, 27 Apr 2025 17:51:17 GMT

@AmberParlsow

OK, so my previous questions and advice were not relevant in your case. Have you noticed any issues with your voice service, noise on the line etc? Have you tried connecting at the test socket?

https://community.talktalk.co.uk/t5/Articles/Your-guide-to-main-phone-sockets/ta-p/2205432

Re: Intermittent Connection

AmberParlsow — Sun, 27 Apr 2025 19:18:54 GMT

I don’t have a home phone.

Re: Intermittent Connection

AmberParlsow — Sun, 27 Apr 2025 19:19:06 GMT

Ok sorry - I didn’t know

Re: Intermittent Connection

Gliwmaeden2 — Sun, 27 Apr 2025 19:54:12 GMT

If you are able to borrow a phone hand set it can help diagnose the issue, @AmberParlsow.

Splashy, crackling noise even when you just lift before dialling, or in conversation - dialling 03451 720088 from a Talktalk landline is free, so you could try that just to check [after 9am tomorrow] - any extra noise can be indicative of a problem.

A problem with the landline can cause problems with your Internet on FTTC.

You do have a landline number associated with your account, by the way, if you ever need to know it.

It shows up in My Account but also in My Connection, via Service Status Dashboard, when your Internet is working!

Re: Intermittent Connection

AmberParlsow — Sun, 27 Apr 2025 21:01:22 GMT

Unfortunately I have no one to borrow a home phone from. Does anyone have one anymore?!? 😂

Re: Intermittent Connection

Gliwmaeden2 — Sun, 27 Apr 2025 23:59:42 GMT

A fair few people keep them for receiving calls on or calling out on free numbers - I find that the sound quality is miles better than on a mobile, and my mobile signal frequently drops out where I live, though it can be great sometimes elsewhere and a completely transformed data speed elsewhere too!

Some people simply don't get a mobile signal at home at all. It's actually still a very patchy sort of network, @AmberParlsow.

Anyway, that's one aspect of diagnosis that you are not going to be able to do.

Staff try to eliminate all possible causes in case sending out an engineer turns up a fault with your own wiring, your side of the faceplate - that can mean you might incur a charge for the visit, if you haven't checked.

So do check the guide to master sockets that Ferguson posted to see if you can leave the router just plugged in at the test socket. That will help staff eliminate a cause on your side of the faceplate.

Staff will be on from around breakfast time in the morning.