Broadband (ethernet/ADSL & wifi) keeps dropping out

[Hotblack1]

I normally connect to my router via ethernet cable then another cable direct to my phone line via a filter. For about a week my internet connection has been very intermittant/slow and I've tried changing cables etc. but the problem continues. The issue is the same if I use the WiFi connection.

My initial fault/service request (REP-16021258) noted an issue and it was corrected but the problem has returned. The connection failed during another service request so I don't know if it's being followed up (REP-16039372).

Help!

[Hotblack1]

OK.

[siphosethu-TT]

I'm doing something different, so you don't have to worry, I was just updating the socket so it might act strange a bit okay. Thanks

[Hotblack1]

It's an NTE5 socket. Yesterday I open the socket and plugged the router directly into the NTE5's internal connector - the broadband connection appears stable but Ookla Speed Test shows my download speed is around 50mbps. Before the issue started last week I was getting about 67mbps.

[siphosethu-TT]

Thank you for confirming that for me, I need to find out what type of master, or main, telephone socket you have so I can give the correct troubleshooting advice.

The master socket will be a white box on a wall and is where the telephone line connects into your house from outside.

Please browse to https://community.talktalk.co.uk/t5/Articles/Your-guide-to-main-phone-sockets/ta-p/2205432 - this page shows you images of the different socket types so you can identify which you have.

Can you confirm what type of master socket you have please?

[Hotblack1]

No, the router is switched on all the time.

[sabelo-TT]

Do you regularly turn your broadband router off? For example, do you switch your router off at night?

[Hotblack1]

I don't use my phone very much so I'm not sure if the phone causes any issues. The broadband connection has been dropping since last week however it appears stable (but slow) at the moment.

[sabelo-TT]

We understand @Hotblack1 as I am checking on this matter on my end to see if I am able to detect any issues on your line. If I may double check, do you find that your internet cuts out whenever you make or receive phone calls from your landline?

[Hotblack1]

I'm on fibre 65 to the house and usually get 67mbs. The router is connected to the phone socket via what I believe is known as an ADSL cable with rj11 connectors either end.

Anyway, I think TalkTalk should be able to handle the issue as they identified a problem at their end last week.

Enjoy your weekend.

[ferguson]

OK, thanks for that. I am puzzled by something else you said though, namely variations between 16 Mbps and 60Mbps? The upper is way beyond the capabilities of an ADSL connection. 

[Hotblack1]

Hi - my connection path is:

computer to router via ethernet cable then from the router it's an ADSL cable with rj11 connectors to the filter at main phone socket where the line enters the property. I prefer a 'cabled' connection rather than wifi as I feel it's more secure (laptop is in flightmode).

Hope that clarifies. 

[ferguson]

You said at the outset: "I normally connect to my router via ethernet cable then another cable direct to my phone line via a filter." Can you just clarify this a wee bit? What "other" cable? And do you not have a pre-filtered master socket? 

[Hotblack1]

The router is next to my computer and I do not use wifi in any other part of the house. The connection drops whether I use wifi or ethernet.

[mandisa1-TT]

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

[Hotblack1]

No.

[mandisa1-TT]

Thank you. Do you have any active monitoring for life threatening health reasons which is solely dependent upon your Talk Talk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector.

[Hotblack1]

Slow speed AND dropping connection.

[mandisa1-TT]

Can you please confirm the issue you are currently having. Is it slow speeds or dropping connection?

[Hotblack1]

Both - connection speed varies between 16mbs and 60mbs and connection drops. The connection might work for an hour or it might drop after just a minute or two. Very frustrating!

[Hotblack1]

Yes, I'm at home.