topic Re: Full fibre dropping out regularly in Full Fibre

Full fibre dropping out regularly

Judders — Wed, 20 Mar 2024 22:16:52 GMT

Hello,

I have full fibre which, since its installation in December of last year, has been regularly dropping out. Since the end of January I have recorded the dropouts when I notice them. It Generally drops 3-4 times a day for a minute or two.

I am fairly certain this is a line problem and not a router/wifi issue. Each time the service drops out the router orange light comes on and flashes a bit before connection is re established. I have been unable to get to the ONT every time to see what the lights are doing on each drop out but have, on a couple of occasions, observed one of them (I don't recall which one) going off before coming back on and service re connecting.

I chose full fibre because I had been having this issue with my old copper line for years. Despite changing providers a couple of times and an extremely hard won visit by an open reach engineer to check the connections it could never be fixed. I finally upgraded but alas the problem persists.

Please could someone please advise how to go about getting this fixed?

Thank you

Re: Full fibre dropping out regularly

Anonymous — Thu, 21 Mar 2024 06:53:18 GMT

Morning,

Can you please update your community profile to include your:

Name
Telephone number/Account number
Alternative contact 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.

Thanks

Michelle

Re: Full fibre dropping out regularly

Judders — Thu, 21 Mar 2024 22:35:18 GMT

Hello,

I’ve updated the info as requested.

Re: Full fibre dropping out regularly

KeithFrench — Fri, 22 Mar 2024 13:42:09 GMT

I'll escalate this back to TalkTalk for you.

Re: Full fibre dropping out regularly

Anonymous — Mon, 25 Mar 2024 08:20:46 GMT

Morning,

I'm sorry for the delay. I've run a test on the line which is clear, however I can see drops in connection. Are you currently using the Huawei Wifi Hub? I think we should send a replacement router for testing purposes, would this be ok?

Michelle

Re: Full fibre dropping out regularly

Judders — Mon, 25 Mar 2024 12:26:51 GMT

Hello,

Thanks for the response. Yes I’ve got a Huawei router. See attached pic. And happy to try anything to rectify the issue so please send a replacement and we’ll give it a go.

thanks

Re: Full fibre dropping out regularly

Debbie-TalkTalk — Mon, 25 Mar 2024 12:43:19 GMT

Hi Judders

The router is on its way, please allow 24-48hrs for this to arrive.

Please let us know how the connection compares with this router.

Thanks

Debbie

Re: Full fibre dropping out regularly

Debbie-TalkTalk — Thu, 28 Mar 2024 08:17:13 GMT

Hi Judders

Have you received the router?

Re: Full fibre dropping out regularly

Judders — Thu, 28 Mar 2024 09:36:40 GMT

Thank you, yes it’s all set up and I’m keeping an eye on it. Hopefully this will resolve it. Thanks for your help so far.

Re: Full fibre dropping out regularly

Debbie-TalkTalk — Thu, 28 Mar 2024 09:39:34 GMT

Hi @Judders

That's great 🙂 If you do experience any further issues then please let us know.

I have also sent you a Private Message with a link to a short survey for the Community.

Thanks again.

Debbie