topic Re: Issues with connection dropping in Full Fibre

Issues with connection dropping

Aaron_Campion — Tue, 03 Dec 2024 21:06:43 GMT

My internet connection for the last hour has been going down for around 15-20 mins then coming back on for a few mins.

I’ve tried restarting the router however the connection went down with a couple of minutes.

i have done a line test on talk talk website which says no issues.

anyone else having issues?

Re: Issues with connection dropping

Divsec — Wed, 04 Dec 2024 08:03:12 GMT

Hi @Aaron_Campion you don't mention which router you are using?

Your post has been escalated.

Re: Issues with connection dropping

Aaron_Campion — Wed, 04 Dec 2024 08:31:16 GMT

I have the Sagemcom WiFi Hubs however not sure of the model number. Will check when I get home.

i tested my internet this morning and was still having issues. I have found the WiFi drops whenever u use it.

it will come back on but once u load a video or load a game the internet drops again

Re: Issues with connection dropping

Debbie-TalkTalk — Wed, 04 Dec 2024 08:56:15 GMT

Hi @Aaron_Campion

The line test has detected a potential external line fault so we've passed this over to Openreach now to complete an external line investigation. We'll monitor the fault for any additional updates for you.

Thanks

Re: Issues with connection dropping

Aaron_Campion — Wed, 04 Dec 2024 08:58:40 GMT

Hi Debbie,

many thanks for your reply. Do you know when openreach might attend?

Thanks

Re: Issues with connection dropping

Debbie-TalkTalk — Wed, 04 Dec 2024 09:16:08 GMT

Hi @Aaron_Campion

No problem. I will check on this again later this afternoon for any additional updates from Openreach.

There are no timescales at the moment but I will keep monitoring for updates.

Re: Issues with connection dropping

Anonymous — Wed, 04 Dec 2024 14:24:02 GMT

Hello,

I've re-checked for an update and the fault has been assigned to a Openreach line engineer this afternoon to resolve the fault. I'll check again first thing in the morning.

Thanks

Michelle

Re: Issues with connection dropping

Aaron_Campion — Wed, 04 Dec 2024 15:30:00 GMT

Hi Michelle,

thanks for the update

Re: Issues with connection dropping

Aaron_Campion — Thu, 05 Dec 2024 06:27:53 GMT

Just to provide another update.

not sure if the engineer came or what he found. Internet seemed okay for a few hours but it just randomly dropped again. Connection goes off for a few mins then comes back.

I have noticed light on router stays white while there is no connection.
I have also noticed loads of errors on my router logs mentioning about DNS resolution failure. Not sure what that means.

Morning Update: connection has been on and off all night. Whenever it comes back on as soon as u try to load anything it drops straight away. Basically can’t use my internet at all now

Re: Issues with connection dropping

Debbie-TalkTalk — Thu, 05 Dec 2024 06:49:34 GMT

Morning @Aaron_Campion

Openreach have now closed the fault as resolved - yesterday evening.

Are you still experiencing issues with the connection this morning?

Re: Issues with connection dropping

Aaron_Campion — Thu, 05 Dec 2024 06:57:27 GMT

Hi Debbie,

it was working fine until around 8:45pm. After this I’ve got the same issues. Internet constantly dropping.

takes around 15 mins to reset but drops pretty much straight. It has being doing this all night.

i have tested this morning and it’s still having issues.

Re: Issues with connection dropping

Debbie-TalkTalk — Thu, 05 Dec 2024 06:58:38 GMT

Hi @Aaron_Campion

I'm really sorry about this. Let me complete some tests now and I will post back shortly.

Re: Issues with connection dropping

Debbie-TalkTalk — Thu, 05 Dec 2024 07:12:59 GMT

Hi @Aaron_Campion

Both line tests are now clear - no faults detected.

Have you tried powering down the router for a full 30 minutes?

Is the router also connected at the test socket?

Re: Issues with connection dropping

Aaron_Campion — Thu, 05 Dec 2024 08:36:14 GMT

Hi Debbie,

are u able to run a few more line tests spread over an hour. I found when I did a line test on talktalk website that it would display no issues if the internet was working. Once it cut out the line test picked up issues.

the router I reset on Tuesday night for around 20 minutes. Once it came back on internet dropped within a few minutes.

my router I believe is always connected to test socket now. Several years ago I had issues with my main socket where the internet would drop. When the engineer came as the test socket worked with no issues u rewired the test socket into the main socket.

thanks for your help

Re: Issues with connection dropping

Debbie-TalkTalk — Thu, 05 Dec 2024 08:50:15 GMT

Hi @Aaron_Campion

Yes sure, I will run another test at around 9am and then another at 9.30am.

Would it be possible to post a photo of your master socket on this thread?

Re: Issues with connection dropping

Debbie-TalkTalk — Thu, 05 Dec 2024 09:06:37 GMT

Hi @Aaron_Campion

The line test at 9am was clear.

Re: Issues with connection dropping

Debbie-TalkTalk — Thu, 05 Dec 2024 09:45:25 GMT

Hi @Aaron_Campion

The line tests completed after 9.30am are still clear - No faults detected.

Re: Issues with connection dropping

Aaron_Campion — Thu, 05 Dec 2024 09:59:10 GMT

Hi Debbie,

thanks for checking again. I’m not sure what the issue could be.

I will post a picture of the master once I get home later today. Do u need a picture of just the socket where my router is plugged in?

Re: Issues with connection dropping

Karl-TalkTalk — Thu, 05 Dec 2024 11:15:26 GMT

Just a photo of the master socket please 🙂

Thanks

Karl.

Re: Issues with connection dropping

Aaron_Campion — Thu, 05 Dec 2024 16:39:00 GMT

Hi,

please see a picture of my master socket.