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]

I've just sent you a private message re my home address - thanks for your help!

[Philile-TT]

@Hotblack1 please send me a private message confirming your address for delivery purposes. I will order a new router for you to check if the issue still continues with a new router. 

[Hotblack1]

The issue has not been fixed - connection is very intermittant and slower than normal.

[Mandisa-TT]

I completely understand. If the issue continues, please reach out to us again, and we will investigate it further for you. Is there anything else I can assist you with?

[Hotblack1]

OK but if the issue continues I'll expect compensation for the distruption and time spent 'chatting' with TT support.

[Mandisa-TT]

We believe that by completing the steps that we have just gone through, we have fixed your problem and your service should be working as expected.

If the issue happens again, please do not hesitate to contact so we can investigate further. Alternatively you can visit our community for more information and tips on how to keep a stable connection using the following link - https://community.talktalk.co.uk.

[Mandisa-TT]

I understand, a change has been made the router will need to reconnect - this can take up to 6 minutes. If it connects sooner then we'll be able to progress once we see it connect.

[Hotblack1]

I have used the equipment for years and nothing has changed regarding connections etc.

After the same fault was fixed a couple of weeks ago the connection was stable and the issue returned a few days ago - the cable/connections have not changed therefore I assume the issue is outside my home.

[Mandisa-TT]

Please ensure any devices connected to other telephone sockets in your house are connected to a microfilter, which is then connected to the telephone socket

1) Checked and other devices are connected through microfilters
2) Connected microfilters to the other devices
3) No other devices connected to the telephone line
4) Don't have enough microfilter to correct the setup

[Hotblack1]

Nothing is plugged into the red port on the router.

[Mandisa-TT]

Thank you, can you please check an Ethernet cable is not connected to the WAN (red) port on your router.

[Hotblack1]

Yes.

[Mandisa-TT]

I understand, I will need you to check the equipment, is the TalkTalk router is securely connected to the data (computer) port of a microfilter, and the microfilter is then connected to your master telephone socket.

[Hotblack1]

The socket is an NTE 5.

[Hotblack1]

I've already told you there have been no changes to the equipment (cables or router). I live alone so no one else has been in contact with the equipment.

[Mandisa-TT]

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?

NTE 5C mk4
NTE 5C
NTE 5
FTTC
NTE 2000
Non-NTE
No Socket Provisioned
Unable to identify due to accessibility needs

[Mandisa-TT]

As router checks haven't resolved the issue, the next step is to look at potential equipment damage and ensure it is connected correctly.

I'll guide you through the checks - ensuring any damage or setup issues that could have caused the disconnections from the Internet are identified and resolved.

If these steps don't resolve the issue then I'll look at other potential causes.

[Hotblack1]

It appears to be connected at the moment.

[Mandisa-TT]

I understand, as a change has been made the router will need to reconnect - this can take up to 6 minutes. If it connects sooner then we'll be able to progress once we see it connect.

[Hotblack1]

The power is switched on - note that once connection is made, the white light no longer comes on. I believe that is a common fault with the router.

I have not changed any cables or settings on my equipment etc.

The connection has dropped quite a few times in the last 15 minutes.