Broadband Dropouts

[opticfibre]

I'm hoping to get some thoughts or suggestions on my problem.  I've been with TT for 20 years or so, and have regularly upgraded my broadband service and equipment, currently on their 70 Mbps package using a Sagemcom Fast 5364.   

My problem is intermittent broadband dropouts, full or partial, any time of the day, which has been ongoing for 12 to 18 months or more.  The symptoms are frequent poor or no wifi connection on our mobile phones and laptops in the house together with streaming problems on our smart TV (eg BBC I-Player).  Important to note that the TV is connected to the router via an Ethernet cable.  I live in a smallish 4-bed detached house, standard construction, about 40 years old.    I've been in communication with the TT technical service countless times to no avail.  About 6 weeks ago they suggested and supplied a Sagemcom Wifi Extender, which I installed half way between my router and the living room.  It's supposed to show  White-Green-White lights, but half the time it's White-Red-Green or just White-Red.

More recently TT said they would send a TT Engineer round; he came, looked at my setup, switched his laptop on and within 10 minutes said there was nothing wrong with the house equipment, the problem was categorically at the nearby street BT Cabinet.  He said he'd contact them and they should respond within 72 hours.  Needless to say, they didn't. 

A week later I rang TT technical help again, who didn't seem to know a TT Engineer had been to the house (not too sure if they did or didn't).  They then, to my astonishment asked me to wait while they did more tests, after which they said they would send a BT Engineer round, but only if I agreed to a £65 payment if the fault was not BT's!!  The BT Engineer came to the house today, did some tests, etc, and said the TT Engineer didn't know what he was talking about, and the fault was definitely NOT with their lines or Cabinet !!

I'm at a complete loss to know where to go now, when faced with such conflicting information.  I'm not at all confident TT are going to resolve this matter.

[Chris-TalkTalk]

Yes, no problem, just PM me with your questions 🙂

Chris

[opticfibre]

Hi Chris,

Regarding an engineer visit, yes in principle, but is it possible to talk with you by PM, there are a number of questions I have?

[Chris-TalkTalk]

Hi opticfibre,

Thanks for answering the security questions. We can usually get an engineer appointment for next working day or the working day after, would you just like me to book the first appointment available?

Chris

[opticfibre]

Debbie,

I'm still waiting for your reply, please.

[opticfibre]

I have replied to your PM.

[Debbie-TalkTalk]

Hi opticfibre

PM has been sent 🙂

Thanks

[opticfibre]

Please send PM.

[Debbie-TalkTalk]

Hi opticfibre

I'm just sending you a Private Message.

[Debbie-TalkTalk]

Hi opticfibre

I only see your replies on this thread not as an email. You will see my replies by email if you have subscribed to your thread.

If you reply back by email then I wont see your replies, only posts directly on the Community.

Hope this helps.

Thanks

[opticfibre]

Yes, sorry, don't really understand, I'm getting your posts by email already.  Are you not seeing my replies?

[Debbie-TalkTalk]

Hi opticfibre

Apologies, we can only reply on the Community or by Private Message.

Would you like me to arrange another Openreach engineer visit? I will need to send you a Private Message to confirm some details.

Thanks

Debbie

[opticfibre]

Yes, as I said at the beginning my PC is connected by ethenet cable.

Can we discuss by email?

[Debbie-TalkTalk]

Hi opticfibre

I'm really sorry to hear this.

I can't see a high number of re connections on the line.

Are any wired devices also losing connection?

[opticfibre]

Debbie, I'm sorry to say that the broadband problems persist, despite my earlier optimism.  Just to recap, the replacement TT router is installed and (sort of) working, and I have a TT wifi extender, apparently working.

But, we continue to have intermittent broadband dropouts.  For example, this morning when I switched on my desktop PC, which is connected via ethernet cable to the router, there was no internet with the message "This site can't be reached", and www.bbc.co.uk's server IP could not be found.  Once again I had to switch off and then back on my router to regain an internet connection.  On another occasion when my PC wouldn't connect i went to 'Troubleshooting', and it came back with "Problem found.  The DNS server isn't responding."  

I've also had different messages on my PC, eg "Network Adaptor.  Issues found - Wifi doesn't have a valid IP configuration, Re-set the Wifi adapter". 

 I'm not an expert and none of this means much to me.  All I do is switch the Router off and back on.

Other issues; my wife's mobile is continually switching to 4G (and using up all her data) because of unreliable wifi - this is in the house. I'm being blamed for this!!

Our laptops lose the internet intermittently.

I've had 2 engineers visits.  The first - a TT engineer - said categorically the problem was in the BT cabinet in the street, not in the house.  The 2nd visit - an Openreach engineer - said that the TT engineer's diagnosis was complete rubbish and his equipment showed the cabinet was working.

I hope you can appreciate the situation.  I need more help, perhaps another engineer, perhaps a better router, to sort it all out.

Alexa drops out, then announces to us that because of intermittent wifi I should restart my router!

[Debbie-TalkTalk]

Hi opticfibre

Thanks for your reply.

Yes no problem, please let us know how the connection is over the next couple of weeks.

Thanks again.

Debbie 🙂

[opticfibre]

Hi Debbie,

Thank you, I’ve received and installed the replacement TT router.  My first impression is that it is definitely better!  The main reason I say this is because I’d previously received a TT Wifi extender which has given trouble – refer to my posts on the Community.  Anyway, once I’d factory reset the extender it is working fine, showing white-Green-white LEDs with no interruptions, unlike when I was using the original router.

So far so good, and I wanted to continue to evaluate the new router to confirm that the previous faults have been eliminated, maybe over a couple of weeks.

BUT, this morning when I switched on my desktop PC (connected by ethernet cable to router) it wouldn’t connect to the internet!!!  I had a wifi signal for my mobile though.  The only think I could think of was to restart my PC, then switch off and restart the router.  Thankfully the internet was restored and my PC has worked fine since.  There’s just that element of doubt, though.  So as I said I will continue to see how it all goes for a couple of weeks before shouting Whoopee!

Regards

Opticfibre 

[Debbie-TalkTalk]

Hi opticfibre

How are you getting on, have you received the replacement router?

[Debbie-TalkTalk]

Hi opticfibre

No problem. The router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

[opticfibre]

Hi Debbie, yes I think a new router would be a very good idea!  Thank you.

[Debbie-TalkTalk]

Hi opticfibre

The line tests are clear and your router has the latest firmware version.

The sync speed looks good - 76mb and the connection appears to be stable, no re connections showing.

Would you like me to send a replacement router for testing so we can rule out any potential issues with your router?

Thanks

Debbie