Connection dropping but seems external.

[Graham30]

Hi been with talktalk for many years. On fibre65 and never had a problem. Wednesday the connection dropped 4 times during the day which is a pain as work from home. Did it again today at 9.30 pm then 10pm. 

All WiFi is staying connected to the router when it stops and the router seems to have disconnected from the outside world! Switching the router off waiting a few minutes then switching back on seems to solve the issue. Again, the WiFi connections seem to stay live when it disconnects so I'm sure it's external. I did a Line test and it highlighted a Potential issue but no feedback yet and no further details. The fault reference is REP-15074851.

Thanks.

[Michelle-TalkTalk]

Hi Graham,

Thank you. This socket should have a test socket below the bottom half of the faceplate. If you remove the screws then gently lift the plate away (there may be wires connected behind so do this carefully) you should then be able to connect the router at the test socket using a microfilter.

Michelle

[Graham30]

Hi looks like an NTE5C. It actually went off at 9.47 and needed to be reset 

 

[Michelle-TalkTalk]

Morning Graham,

Thank you. Which socket do you have from the help guide please?

Michelle

[Graham30]

Hi checked the line quality for voice and it seems okay, tiny bit of crackle now and then but nothing unusual. No i dont see a test socket. Just has the splitter plugged in and the two cables from the router and phone to that splitter.

[Michelle-TalkTalk]

Hi Graham,

I'm sorry to hear this. I've run a test on the line now which is clear, however I can see that the connection is unstable. Is there any noise on the voice service? Does your main socket also have a test socket please?

Your guide to main phone sockets - TalkTalk Help & Support

Thanks

Michelle

[ferguson]

Sorry to see this, the support team here will look into this for you as soon as they can when they are back online tomorrow.