Broadband keeps disconnecting every minute

[anita7]

Hi,

Since yesterday afternoon my broadband keeps disconnecting every minute.

The line test says it works fine but in reality it doesn't.

I have already tried restart, test socket etc. without any luck.

Any ideas?

[Chris-TalkTalk]

I'll order the router, it should be with you within a couple of working days

Chris

[anita7]

Ok

[Chris-TalkTalk]

We can send one to test with, would you like me to arrange this?

Chris

[anita7]

I don't have a second router. The engineer threw away the old one because he said it's too old and I should not use it.

[Chris-TalkTalk]

OK thanks. Have you tested with a second router?

Chris

[anita7]

Yes

[Chris-TalkTalk]

Hi anita7,

So just to confirm, you currently have the router and one telephone connected to the test socket via a micro-filter?

Chris

[anita7]

No noise on the telephone line, router connected to the test socket at the moment.

Thanks

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this and I will take a look now. I've run a test on the line which hasn't detected a fault, however I can see that SNR is varying quite a bit. Is there any noise on the voice service? Is the router still connected to the test socket at the moment?

Thanks

[anita7]

Hi Chris,

The broadband is not working again since last night. The telephone works fine. Can you please investigate? It's becoming unacceptable to have so many issues in such a short period of time.

Thanks

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. Would you like us to send a replacement router for testing purposes to see how the connection compares and to rule this out?

Thanks

[anita7]

Hi,

I have issues again with the broadband, it is terribly slow, the normal speed is 7.5/0.9 Mbs but at the moment I have0.9/0.8 Mbs.

Any idea what's going on with my connection?

Thanks

[Debbie-TalkTalk]

Hi anita7

Thanks for your reply.

If you do experience any further issues then please let us know and we can send a router for testing.

Debbie

[anita7]

The connection has been stable since my last post so I assume it has been fixed.

I'll let you know if it starts acting again.

Thank you for your help!

[Chris-TalkTalk]

OK thanks. Do you have access to another router that you can test with?

Chris

[anita7]

The socket is 5C MK4 and the router is currently connected to the test socket with a filter but it makes no difference.

[Chris-TalkTalk]

OK thanks. Does you master socket have a master socket, if it does could you try connection your router to it and let us know if there's any improvement (line test is passing)

Chris

[anita7]

Only one socket by the front door where only the router is connected.

I don't normally have a telephone connected but I have one now for testing purposes.

[Chris-TalkTalk]

OK thanks, how many telephone sockets do you have? Do you have anything connected to your telephone socket(s) in addition to your router and one telephone socket?

Chris

[anita7]

 Hi Chris,

The telephone line is clear and it works as normal. No noises or crackling.

Thanks