Broadband connection dropping out

[reynot]

My broadband keeps dropping out at varying intervals, sometimes every 10 mins.

It started two weeks ago but I reported on 24/10

I have tried a different router (I have a spare Talk Talk hub) and changed the micro filter.

I have contacted support multiple times and they tell me there is a problem in the line or exchange side. I have been waiting for open reach to investigate, I have a investigation number.

I contacted support this morning asking what is going on and they said an engineer was looking at it at "this moment". I have since heard nothing back (I was told I would receive an SMS), my internet is still dropping and I cannot work from home still.

Its like talking to a black hole, no feedback, no status updates.

Can somebody please help me?

Thanks Tim

[Michelle-TalkTalk]

Morning,

I'm really glad to hear that and thanks for confirming 🙂

Thanks

[reynot]

Its been solid all weekend thank you, I think the issue is now resolved, many thanks

[Michelle-TalkTalk]

Morning,

Just checking back in to see how the speed has been over the last few days?

Thanks

[Debbie-TalkTalk]

Hi reynot

I'm so glad to hear this, thanks for letting us know 🙂

Debbie

[reynot]

So, after powering down the router for an hour and switching back on ... things are much improved, around 40Mbps as before.

Probably still some settling in to do but in the right ball park

Thanks @Skynet_TX @nophead and @Debbie-TalkTalk  your help was much appreciated.

[reynot]

Thanks @Skynet_TX 

I thought that they had disconnected the line for some time, so didn't bother but a good shout, turned it off for just under an hour and we shall see. Thanks again

Tim

[Skynet_TX]

If your speed test results are significantly lower than your sync speed then try switching the router off for over 30 minutes, this will ensure you get a new session when you switch it back on, and will often get the throughput speed back up to something much closer to the sync speed.

It is quite common for the session parameters to get a bit confused when you have a fault on your line, so a +30 minute shut down will ensure they all get cleared out and you get a nice fresh session.

However as you are also seeing some strange behaviour with the details shown when logging into the router it is not clear if there might also be something a bit strange going on with your router that might be contributing to this issue.

[reynot]

Thanks ... I understand there is an overhead when using WiFi ... but the router is reporting 45Mbps and tests show 23Mbps.

So there is a descrepancy between the router reported and measured. I am sure yours is working just fine.

The TalkTalk speedtest is working, confirming my FAST 21Mbps results (a ~2Mbps overhead for over WiFi)

@Debbie-TalkTalk ... I would have expected the training to improve the speed by now? Am I being inpatient?

Thanks 

Tim

[nophead]

I have the same router but I don't use the WiFi. The rest of the info is believable for me. My linerate shows Download: 56.05 Mbps Upload: 7.46 Mbps and speedtest.net shows 53.13 and 6.19 on a wired connection. Wifi speeds can be less depending on how far you are away from the router.

[reynot]

Thanks nophead for the reply

It seems to be very unreliable in connecting, once refreshed, logged out etc a lot of times it displays some unbelievable data.

It only shows the 2.4GHz WiFi, although the 5GHz is enabled (I am connected via it). 

It shows no WiFi connected devices, although I know they are. All seems very confused.

It also shows the DS as 45Mbps and US 6.5Mbps which I am way off.

I have reset the cache, in case it was showing cached data.

All in all, its seems to be showing incorrect and missing information

Thanks

Tim

[nophead]

The status screen login times out and then it displays rubish. You have to get back to the login screen and log in again to get it to display sense. Getting back to the login screen is random whether you can refresh with F5 or hit the refresh button or logout buttons.

[reynot]

Hi Debbie

So the good news, is that the connection is no longer dropping out, which is fantastic, you only learn how much you need the internet when it is not available!

The speed is stuck at 21Mbps however, it has not improved over the last couple of days, which it has much more quickly in the past.

I am using the FAST website, the TalkTalk speed check is broken but I have always used FAST in the past, I was previously getting 38-42 Mbps on spot checks (expected on the FIBRE65 prediction before signing up).

An odd thing when logging into the router, I get the following screen, implying the WiFi and network connections are broken. I have not seen this before. They are both clearer working, for I am using it now ... not noticed this before. Just wondered if this could be a clue!?

Thanks

Tim

[Debbie-TalkTalk]

Hi Tim

Thanks for your reply.

I will check in again with you on Friday to see how the connection/speed has been.

Debbie

[reynot]

Thanks

My wife spoke to the engineer as she happened to be passing. He found a corroded connection box, so that should be the cause of the problem. The speed is 50% slower but it will need to retrain over time I am told.

Will monitor and report back later.

Thank you for your assistance!

Tim

[Debbie-TalkTalk]

Hi reynot

Openreach have now closed this fault as resolved - In Joint AreaCable (Underground)

Please can you monitor the connection and let us know how it compares.

Thanks

Debbie

[Debbie-TalkTalk]

Hi reynot

No problem. I will check on this fault again this afternoon.

Thanks

Debbie

[reynot]

Great thank you 

[Debbie-TalkTalk]

HI reynot

It appears that this fault has been assigned to a line engineer this morning. We should hopefully have additional updates this afternoon.

Thanks

[reynot]

Thanks for the update 

[Karl-TalkTalk]

Hi

Openreach have advised the fault is now assigned to an engineer and have advised us to check back with them after the weekend.

Karl.