Boadband (still) dropping multiple times a day

[wren123]

I posted back on April 28th about my broadband connection going down a handful of times a day, and TalkTalk arranged for an engineer to come out and take a look.

The engineer said he ran a test and found an unacceptable attenuation on the line. He replaced the outer panel on the Master Socket, re-ran the test and said the problem had been fixed. He said this is a common problem, and it'll all be fine now.. and left.  That was on May 1st.

Since then, here are all the drops and the durations of each one:

02-May-25 03:01:03: 01:23    (i.e. it dropped at 3:01am and was down for 1m 23s)
02-May-25 04:45:56: 01:10
02-May-25 06:15:56: 01:11
02-May-25 06:45:55: 01:19
02-May-25 07:38:30: 01:13
02-May-25 14:57:43: 01:21
02-May-25 15:47:36: 01:10
02-May-25 19:37:05: 01:52
02-May-25 20:14:43: 01:23
02-May-25 23:48:56: 01:09
03-May-25 05:49:44: 01:21
03-May-25 13:39:07: 01:18
03-May-25 15:54:08: 01:24
03-May-25 16:21:36: 01:07
03-May-25 17:57:04: 01:15
03-May-25 18:12:48: 01:23
04-May-25 02:42:24: 01:07
04-May-25 09:36:36: 01:09
04-May-25 10:03:08: 01:13
04-May-25 10:06:29: 02:18
04-May-25 14:07:21: 01:22
04-May-25 15:37:37: 01:22
04-May-25 16:37:50: 01:07
04-May-25 22:03:06: 01:19
04-May-25 22:20:19: 01:26
04-May-25 23:25:39: 01:46
05-May-25 03:34:00: 01:23
05-May-25 08:04:41: 01:10
05-May-25 18:20:28: 01:17
06-May-25 01:44:31: 01:07
06-May-25 07:22:38: 01:16

Up to 9 drops in a single day.

I don't know what else to say... I'm sure the engineer was genuine in his test, fix, re-test, but as this problem has been occurring for over a year now, how does this get resolved?

Do I need a new router? That's the thing dropping the link.

Is the the other side, on the street? Is it a bad card or port in that box?

How can this be escalated to someone with authority to take a deeper look?

[sabelo-TT]

@wren123 It's a pleasure. 🙂 

Do enjoy the rest of your day. 

[wren123]

Nothing else, thank you.

[sabelo-TT]

Rest assured 🙂 

While I still have you on the forum, would there be anything else you would like for me to further assist you with apart from what we have discussed today? 

[wren123]

Thank you. I hope this solves the issue.

[sabelo-TT]

Thank you for this as I do understand. I have also doubled checked on my end and can confirm that indeed your line is working perfectly and has detected no issues. Also checked on care notes of the engineer on your case and they have confirmed that they have moved connection to different DSLAM port at your exchange which is also why I asked if the engineer checked on your internal wiring the time of the visit. 

I've ordered you a new router to help fix the issues with your broadband connection. It should arrive in 2-3 working days, but if there are any delays, it might take up to 5 working days. You'll also get a returns bag for the old router. 🙂

[wren123]

The engineer reported that the line condition was excellent and he could not explain the reason why the connection would drop.

He suggested it could either be the DSLAM port or the router. He said he would move my connection to a different DSLAM port, but I have no way to know if this happened.

[sabelo-TT]

Thank you for this as I am proceeding further on my end and will be doing my utmost best to helping and provide you with a suitable resolution today. 

If you don't mind me asking @wren123, did the engineer which recently visited your property/home attempted to checking on your internal wiring within your home?

[wren123]

No active monitoring devices.

[sabelo-TT]

Thank you for this as I do apologise for any difficulties that this may have caused to you. 

Rest assured as I will look into this matter for you on my end. 🙂 If I may kindly ask, Do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line? For example a care alarm, lifeline, health pendant or fall detector.

[wren123]

No, the connection continues to be unstable.

[sabelo-TT]

@wren123, since the engineer has visited your property/home, is the connection currently stable?

[wren123]

The engineer came this morning, so I want to wait a few days to see what the stability is like.

I don't want to engage with the new bot, which isn't aware of the current status.

[Gliwmaeden2]

@sabelo-TT, @wren123's information looks complete, judging by the symbols by their name. 

Are you able to follow up now or do you need them to add anything extra?

[sabelo-TT]

I understand however, on my end, I will need to firstly locate your account and see through this matter. Which is why I will kindly ask for you to update your profile using the link I have just provided you with. 

[wren123]

Sometimes I forget I'm conversing with bots...

[sabelo-TT]

I do apologise for any difficulties caused by this @wren123, 

As I will need to look into this on my end, could you please update your community profile and add your landline number and/or account number so your account can be identified. Please don't post personal information here.

https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info

Thanks. 

[wren123]

Yes, still dropping. 6 times yesterday. 4 times today already.

The OpenReach engineer is coming today. I will follow-up here in a few days to report whether or not the stability changes.

[sabelo-TT]

Hello there @wren123, 

Just checking to see if your broadband services are still affected by drops while connected to the internet. Kindly confirm with feedback once you have received this message. 

Thanks. 

[Divsec]

Hi @wren123 I would share your suspicion that your side is good and that exchange side has the issue. Your post has been escalated and you should hear soon.