topic Re: Internet connection loss, intermittent but now becoming more constant in Full Fibre

Internet connection loss, intermittent but now becoming more constant

ANC_567 — Sat, 16 Nov 2024 09:27:29 GMT

Hi,

Over the last couple of months we have had regular dropouts (ethernet and wifi before you ask). It became so bad that my wife can no longer rely on her home office (ethernet). In the last couple of days we have suffered dropouts of up to 3 hours.

On Thursday and Friday mornings I had long chat interactions with tech dept. all of which made me start with router resetting, checking internal connections, direct ethernet, in other words nothing seemingly relevant to the symptoms. I should add that TT replaced the router start of October for this and now the problems have returned and worsened.

The chat calls were time consuming and frustrating in that they were frequently interrupted and resumed with a different operator, sometimes starting the same questions. I have lodged a complaint (for which I have a reference number, but not been contacted about, and there is also a tech job no. open when I looked at connection test). I have no information about the progress of this.

I know it is not reliable to add 'hearsay', but other local TT users have reported similar issues in our locality

Re: Internet connection loss, intermittent but now becoming more constant

Gliwmaeden2 — Sat, 16 Nov 2024 09:50:11 GMT

There won't be a staff response to your post till after the weekend, @ANC_567.

If you already have a Complaint process started, you may find help on the forum is limited.

Re: Internet connection loss, intermittent but now becoming more constant

Chris-TalkTalk — Mon, 18 Nov 2024 07:48:03 GMT

Hi ANC_567,

I'm sorry to hear that you're experiencing problems with your service. Have you noticed if the lights change on the ONT when the connections drops?

Chris

Re: Internet connection loss, intermittent but now becoming more constant

ANC_567 — Mon, 18 Nov 2024 08:02:17 GMT

Yes. When we changed to full fibre they fitted a white BT openreach ONT. (It doesnt quite look like the white one shown in the router set up guide but they didnt comment on this when i was asked for a photo of it from tech chat advisors.) The POWER light and PON light are green. I notice the LAN light flickers lightly when it is working. When it drops out and tries to reconnect, the LAN cycles through flashing and then after a while goes off. This is in sequence with the router going through fast orange flashing/slow orange/brief white/fast orange.....etc

Re: Internet connection loss, intermittent but now becoming more constant

ANC_567 — Mon, 18 Nov 2024 08:48:33 GMT

I've just had a look (as it dropped out a couple of times this morning already). When it drops out the router fasts flashes orange, while the ONT green LAN flickers or goes off intermittently. Then after a bit, the router goes to steady slow flashing orange for a while and the green LAN is off. Eventually the router flashes orange/white briefly, green LAN flickers on. Then it all drops out again and repeats

Re: Internet connection loss, intermittent but now becoming more constant

Chris-TalkTalk — Mon, 18 Nov 2024 13:06:20 GMT

OK thanks, have you tested with a second router?

Chris

Re: Internet connection loss, intermittent but now becoming more constant

ANC_567 — Mon, 18 Nov 2024 15:00:40 GMT

You could say so. This is the replacement router they sent a month or so back.

Re: Internet connection loss, intermittent but now becoming more constant

Chris-TalkTalk — Tue, 19 Nov 2024 15:23:55 GMT

Did you have the same exactly the same issue with the old router?

Chris

Re: Internet connection loss, intermittent but now becoming more constant

ANC_567 — Tue, 19 Nov 2024 18:03:24 GMT

Hi Chris,

To a certain extent. Briefly(?!), we started having intermittent dropouts during September (hadnt been an issue previous to that, full fibre been working since installation some months previously). As we mentioned recent power surges in our area, TT surmised it might be the problem, and sent an identical replacement router. No major issues until about two weeks ago, when dropouts again became too regular for my wife's home office. Contacted TT chat last thursday and they made me try some in house diagnostics. After that, the broadband connection got worse and in the last few days has been unusable, going off for hours or whole days(down all day today and most of yesterday).

Re: Internet connection loss, intermittent but now becoming more constant

Anonymous — Wed, 20 Nov 2024 09:05:10 GMT

Morning,

I'm sorry to hear this. I've run a test on the line which has advised - Service is working - problem with ONT connection to router. Check cable is in place and connected to router WAN port. Are all the cables connected securely?

Thanks

Michelle

Re: Internet connection loss, intermittent but now becoming more constant

ANC_567 — Wed, 20 Nov 2024 09:25:01 GMT

Hello Michelle,

Thanks for having a look. Ive had three different ethernet cables plugged between the ONT and the router WAN input, each time checking carefully the connections, and leaving them in situ for some time. Its bizarre, for example last two nights the connection reestablished itself about 2130-2200 hrs and was still in when I went to bed. In the mornings its back to constantly dropping out and trying to reconnect.

Re: Internet connection loss, intermittent but now becoming more constant

Anonymous — Wed, 20 Nov 2024 09:27:19 GMT

Hello again,

Thanks for checking and confirming. I can raise this over to our Fault Escalation Team for the team to contact you directly. Would this be ok?

Michelle

Re: Internet connection loss, intermittent but now becoming more constant

ANC_567 — Wed, 20 Nov 2024 09:42:31 GMT

That would be great if they'll talk to me directly...but i have to tell ui have been in constant contact over website 'tech (?)' chat and finally a less than inspiring 'case manager', who has eventually booked an engineer who cant come til next Wednesday. If you can (and are allowed) to help solve it i would be just as relieved

Re: Internet connection loss, intermittent but now becoming more constant

Anonymous — Wed, 20 Nov 2024 10:01:20 GMT

Hello,

I've passed this straight over now and I'll post back as soon as I receive an update.

Thanks

Michelle

Re: Internet connection loss, intermittent but now becoming more constant

ANC_567 — Wed, 20 Nov 2024 10:06:48 GMT

Hi, many thanks. If it helps i wont have time to try any diagnostics today, but i would be free til late morning tomorrow? Also, would it help if you had the current job no.?

Re: Internet connection loss, intermittent but now becoming more constant

Anonymous — Wed, 20 Nov 2024 10:20:02 GMT

Hi,

If you're not available when they call then they will be able to re-schedule a callback for you.

Thanks

Michelle

Re: Internet connection loss, intermittent but now becoming more constant

ANC_567 — Wed, 20 Nov 2024 10:32:56 GMT

Thanks again Michelle. It would be great just to talk through the details with someone.

Re: Internet connection loss, intermittent but now becoming more constant

Anonymous — Wed, 20 Nov 2024 11:59:12 GMT

Hello again,

Can I just confirm, have the team been in contact?

Thanks

Michelle

Re: Internet connection loss, intermittent but now becoming more constant

ANC_567 — Wed, 20 Nov 2024 12:46:30 GMT

Yes, have talked to a support representative and its been a massive step forward. Thank you so much.

Re: Internet connection loss, intermittent but now becoming more constant

Anonymous — Wed, 20 Nov 2024 12:54:26 GMT

Hi,

I'm glad to hear this 🙂

Thanks

Michelle