Broadband disconnecting

[david19551]

On Friday 13th Jan I contacted Talktalk regarding my broadband disconnecting randomly, they ran some tests and said they needed to send an openreach engineer to fix the fault.  It was arranged that the engineer would call on Sat 14th between 1pm and 6pm and we would have to be in when he called.  We waited in all afternoon and no engineer called or came anywhere near our property.  Then the same day Sat 14th at 16:02 I received an email saying the engineer had fixed the issue and the case was closed.  Well I can tell you it has not been fixed at all, how did the engineer fix it without visiting our property, Talktalk keep rattling their gums on TV claiming they are the best, well prove it fix my issue.................

[Michelle-TalkTalk]

Hello,

No problem, I understand. We will check back in with you on Friday to see how you've been getting on.

Thanks

[david19551]

Openreach have replaced the box which connects openreach equipment to mine saying that it was possibly corrosion that was the culprit.  Internet has been connected now for 4.5hrs, although that is not anything to go by as the disconnections were completely random.  We will see what happens over the next week or so, I will reserve my judgement till then  

[Michelle-TalkTalk]

Good afternoon,

Just checking back in to see how you are getting on?

Thanks

[Debbie-TalkTalk]

Hi David

Would you like me to arrange the engineer visit?

I will need to send you a Private Message to confirm some details so I can arrange this visit.

Thanks

[david19551]

Hi Debbie

Its getting worse it has disconnected at leas twice overnight looking at the logs, the router reports it has only been connected for 7hrs.  The router also reports the speed to the router is now 39.0 download but the upload remains strong at 20.  There is clearly something wrong with the supply to my house, nothing has changed  inside my house since your (engineer and openreach the time before last complaint) carried out extensive tests inside my house and found the faults were outside.

I think the only thing left is for openreach to do a proper survey on the ling to my house.

[Debbie-TalkTalk]

Hi David

I'm really sorry to hear this.

The line test hasn't detected any faults. If you have tested with a different router, cable and filter at the test socket then the next step will be an Openreach engineer visit.

Would you like me to arrange this visit?

[david19551]

Well I spoke to soon I have now had 3 disconnections and the speed to router has reduced from 78.5ish to 61.5.  It doesn't seem to me like I shouldn't expect anything else, not happy at all

[Michelle-TalkTalk]

Morning,

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

Thanks

[david19551]

Hi Michelle

So far so good stable connection now for 3 days

Thanks

[Michelle-TalkTalk]

Hello,

How has the stability been since your last post?

Thanks

[Chris-TalkTalk]

OK thanks 

[david19551]

Morning

It has clearly been off again overnight, I am out most of this morning so I will see when I get back.

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. I've run a test on the line which hasn't detected a fault. I can see that the stability has started to improve over the last 24hrs and the sync speed has also increased again. How is your connection at the moment?

Thanks

[Skynet_TX]

It would be worth going to the Service Centre to ‘run a connection test’ on your line, just to see if it does still find a fault. If it can still detect a clear external fault then it may be able to arrange another engineer automatically.

But the team here should also reply, hopefully tomorrow, to help further.

[david19551]

Hi @Skynet_TX 

Yes it has continued to randomly disconnect, if I don't see the disconnection and log onto my router I see (Online for 00:04:28 day(s), this is the longest I have seen so far). This is no good for my wife who is working from home and connected to her company remotely.

I have seen some disconnections and they match some of these  (I haven't seen all disconnections)

15.01.2023 13:21:05	Warning	DHCPC	WAN DHCP client (1) stopped
15.01.2023 13:19:59	Warning	DHCPC	WAN DHCP client (1) stopped
15.01.2023 08:41:56	Warning	DHCPC	WAN DHCP client (1) stopped
15.01.2023 08:05:20	Warning	DHCPC	WAN DHCP client (1) stopped
15.01.2023 08:03:52	Warning	DHCPC	WAN DHCP client (1) stopped
14.01.2023 23:25:25	Warning	DHCPC	WAN DHCP client (1) stopped
14.01.2023 23:24:31	Warning	DHCPC	WAN DHCP client (1) stopped
14.01.2023 23:21:42	Warning	DHCPC	WAN DHCP client (1) stopped
14.01.2023 23:18:18	Warning	DHCPC	WAN DHCP client (1) stopped
14.01.2023 22:17:13	Warning	DHCPC	WAN DHCP client (1) stopped
14.01.2023 22:15:27	Warning	DHCPC	WAN DHCP client (1) stopped
14.01.2023 22:09:33	Warning	DHCPC	WAN DHCP client (1) stopped
14.01.2023 18:41:25	Warning	DHCPC	WAN DHCP client (1) stopped
14.01.2023 17:14:00	Warning	DHCPC	WAN DHCP client (1) stopped
14.01.2023 14:58:43	Warning	DHCPC	WAN DHCP client (1) stopped
14.01.2023 14:55:59	Warning	DHCPC	WAN DHCP client (1) stopped
14.01.2023 11:22:14	Warning	DHCPC	WAN DHCP client (1) stopped
14.01.2023 10:18:28	Warning	DHCPC	WAN DHCP client (1) stopped
13.01.2023 17:13:01	Warning	DHCPC	WAN DHCP client (1) stopped

[Skynet_TX]

Hi @david19551,

The support team here will be back tomorrow and will be able to take a look at this for you, it is possible that an engineer did go and do something in the street cabinet or exchange, but they really should have come to the property too if you had been told they would.

Can you confirm if the disconnections have continued even since you had the email saying the engineer had fixed it ?