topic Re: Internet Down DY6 in Full Fibre

Internet Down DY6

McParland57 — Wed, 14 Feb 2024 11:43:27 GMT

Been trying to get a response from Twitter for over an hour to understand why my connection keeps dropping every <5 mins.

Can anybody advise?

FYI - SamKnows has been taken over by CISCO and I can't find their lookup service..

Re: Internet Down DY6

Anonymous — Wed, 14 Feb 2024 12:04:36 GMT

Good afternoon,

I'm sorry to hear this. I've run a test on the line now which has detected a potential voice fault. Are you experiencing any issues with your voice service such as no dial tone or any noise on the line? Is your connection also dropping when connected to the test socket?

Thanks

Michelle

Re: Internet Down DY6

McParland57 — Wed, 14 Feb 2024 12:21:19 GMT

Thanks for the prompt response Michelle

Have dial tone but also crackling on the line.

Plugged into what I think is the test socket and not getting a connection as of yet (5 mins)

FYI - I have a 5c Socket Mk 4

Re: Internet Down DY6

Anonymous — Wed, 14 Feb 2024 12:26:01 GMT

Hi again,

Ok thanks for trying this. Could you connect the router back in the original set up and once connected again then please let me know and I will re-run the line test again.

Michelle

Re: Internet Down DY6

McParland57 — Wed, 14 Feb 2024 12:43:06 GMT

Have connected the router back again.

Have left the phone disconnected, would you like me to plug it back in also

Re: Internet Down DY6

McParland57 — Wed, 14 Feb 2024 12:47:34 GMT

Not seeing any connection again.

Hope that this is noting to do with brsk who are in the area.

Re: Internet Down DY6

Anonymous — Wed, 14 Feb 2024 12:50:58 GMT

The line test is now clear and the line is now showing in sync. Are you now able to connect since your last post?

Michelle

Re: Internet Down DY6

McParland57 — Wed, 14 Feb 2024 13:05:52 GMT

Sorry, been making lunch. It is still not connecting. Sorry

Re: Internet Down DY6

Debbie-TalkTalk — Wed, 14 Feb 2024 13:26:06 GMT

Hi McParland57

Which lights are showing on the router? I've checked and as Michelle also advised the line shows in sync and connected at the moment.

Thanks

Re: Internet Down DY6

McParland57 — Wed, 14 Feb 2024 13:29:56 GMT

A single white one, but it was orange 2 minutes ago.

Re: Internet Down DY6

McParland57 — Wed, 14 Feb 2024 13:30:32 GMT

It's now a flashing orange one

Re: Internet Down DY6

Debbie-TalkTalk — Wed, 14 Feb 2024 13:37:39 GMT

Hi McParland57

Apologies for this.

If you have tested with a different router at the test socket then the next step will be an Openreach engineer visit.

Would you like me to send a new router for testing first?

Re: Internet Down DY6

McParland57 — Wed, 14 Feb 2024 13:39:06 GMT

I have a Netgear in the garage I'll try....

HAng on..

Re: Internet Down DY6

Debbie-TalkTalk — Wed, 14 Feb 2024 13:42:31 GMT

Hi McParland57

Ok thank you.

Re: Internet Down DY6

McParland57 — Wed, 14 Feb 2024 13:59:11 GMT

Took a while - did a full reset of old router and I appear to have a stable network connection again.

Will run for 30 mins - and try my current talktalk router again. And will feedback after that if that's ok?

Re: Internet Down DY6

Debbie-TalkTalk — Wed, 14 Feb 2024 14:06:38 GMT

Hi McParland57

Yes of course. If the connection remains stable with your own router (Netgear) then I can send you a replacement TT router.

Thanks

Re: Internet Down DY6

McParland57 — Wed, 14 Feb 2024 14:22:21 GMT

Netgear appears to be holding a connection but is so slow I can't stream anything ;-(

Have tried the TT router and it won't hold a connection. Could you send me a replacement TT please?

Re: Internet Down DY6

Debbie-TalkTalk — Wed, 14 Feb 2024 14:26:27 GMT

Hi McParland57

Thanks for your reply. I've ordered the replacement router, please allow 24-48hrs for this to arrive.

Please let us know how you get on.

Debbie

Re: Internet Down DY6

McParland57 — Wed, 14 Feb 2024 14:41:51 GMT

Thanks for all your help chaps.

Re: Internet Down DY6

Debbie-TalkTalk — Wed, 14 Feb 2024 14:42:59 GMT

Hi McParland57

No problem 🙂

We will check in again with you once you have received the router.

Thanks

Debbie