Broadband dropping out for a couple of minutes multiple times day

[wren123]

I have a standard phone-line broadband, 25Mbps down/4Mbps up, and it goes down sporadically. Sometimes it'll stay up for days, other times it will go down many times a day.  It usually comes back after a couple of minutes - i.e. like its dropping link and coming back.

I set up a pinger on a raspberry pi, just so I had a log of when it was going down, and here's the log of the last few weeks:

12-Apr-25 14:16:35: down for 01:32
12-Apr-25 14:46:10: down for 02:39
12-Apr-25 16:58:56: down for 01:24
12-Apr-25 23:11:15: down for 01:27
13-Apr-25 00:11:59: down for 01:12
13-Apr-25 02:03:48: down for 01:10
13-Apr-25 15:57:34: down for 01:29
13-Apr-25 16:16:18: down for 01:10
13-Apr-25 17:54:44: down for 01:21
13-Apr-25 19:07:54: down for 01:32
14-Apr-25 15:51:16: down for 01:12
14-Apr-25 21:04:29: down for 01:23
15-Apr-25 13:37:59: down for 01:12
15-Apr-25 15:55:47: down for 01:21
15-Apr-25 16:47:42: down for 01:10
15-Apr-25 17:34:37: down for 01:11
15-Apr-25 19:57:33: down for 01:21
15-Apr-25 20:18:08: down for 01:10
15-Apr-25 22:16:46: down for 01:24
15-Apr-25 22:25:19: down for 01:12
17-Apr-25 15:15:53: down for 01:11
17-Apr-25 19:31:59: down for 01:22
18-Apr-25 14:15:51: down for 01:11
18-Apr-25 14:52:32: down for 01:25
18-Apr-25 14:56:54: down for 01:09
19-Apr-25 08:41:40: down for 01:28
21-Apr-25 11:01:13: down for 01:32
21-Apr-25 17:17:06: down for 01:10
22-Apr-25 00:09:04: down for 01:20
22-Apr-25 00:28:58: down for 01:10
22-Apr-25 06:29:59: down for 01:20
22-Apr-25 09:35:20: down for 01:36
22-Apr-25 12:34:08: down for 02:01
22-Apr-25 19:18:11: down for 01:26
24-Apr-25 18:15:13: down for 01:11
24-Apr-25 18:45:00: down for 01:17
24-Apr-25 19:21:14: down for 01:21
26-Apr-25 19:26:14: down for 01:31
26-Apr-25 20:00:53: down for 01:14
26-Apr-25 22:12:15: down for 01:31
27-Apr-25 13:36:20: down for 01:27
27-Apr-25 14:06:48: down for 01:32
27-Apr-25 14:17:19: down for 02:10
27-Apr-25 14:22:53: down for 01:22
27-Apr-25 15:00:27: down for 01:34
27-Apr-25 15:14:58: down for 01:26

I've done a line test, and the line test says all is ok, but clearly something isn't.

Can anyone help?

[wren123]

Thanks for the help!

[angelique-TT]

I have sent you a private message to confirm some details. Please check it out and respond thanks:)

[angelique-TT]

Okay thank you for confirming. We've run a test on your line which has identified a line fault that requires a supplier escalation to resolve.

Typically, these escalations involve an engineer conducting checks on the supplier network, though occasionally they may need to visit your premises. I’ll need to confirm some information with you before I go ahead and arrange the escalation.

[wren123]

Yes, it's everywhere... but it's definitely not the WiFi signal. When it goes down I can log in to the router and see that the broadband link itself is down.

The unit isn't creating its own logs since a firmware upgrade a month or two ago, but back when there were logs, it was showing link down/link up events.

I tried resetting it (and at different times, power cycling it) daily, to see if it that helped... but it didn't.

[angelique-TT]

Does the problem occur everywhere you try and use the WiFi, or just in certain parts of the house - for example upstairs, or outside the house?

[wren123]

No, this is regular broadband for everyday use, streaming, etc.

[angelique-TT]

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]

Hi. Yes, I am messaging you from home. Thanks.

[angelique-TT]

Good morning @wren123. I will run checks for you regarding this issue. Please confirm if you are messaging us from home. 

[wren123]

Thanks!

[Divsec]

Hi @wren123 your post has been escalated and you should hear during tomorrow.