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,

I'm glad to hear this 🙂

Michelle

[Graham30]

I have found it a lot better thanks and I've not had to restart the router myself. Thanks for your help on this. Much appreciated. Any more issues I'll let you know.

Thanks again.

[Michelle-TalkTalk]

Morning Graham,

The re-connections could also be DLM optimising the connection. If the connection looks stable then DLM will change the profile to provide the best balance between stability and speed for the line. How have you found the overall connection since the replacement router has been connected?

Michelle

[Graham30]

Okay thanks. They doesn't sound very positive considering I changed the router 13 days ago.

[Michelle-TalkTalk]

Hi Graham,

I've re-checked your connection stats now and the connection looks stable for almost 48hrs.

Thanks

Michelle

[Graham30]

Currently I've not noticed any disconnections unless it's still happening and reconnecting itself ? ( I assume it wouldn't do that).

Can you check and see if the disconnections have gone down from your logs? I'd be interested to know.

[Chris-TalkTalk]

OK, please let us know if the disconnections continue

Chris

[Graham30]

Currently okay but only switched it on just after 6am this morning. Has previously run fine on old router for 24 hours then can drop 3 times in day.

As stated in my last post, it did drop at 10pm last night after the router change at 6pm.

I'll continue to monitor it.

[Chris-TalkTalk]

Hi Graham30,

How has it been since your last post?

Chris

[Graham30]

Swapped router and all cabling over at around 6pm tonight. I also put the face plate back on I'll see how it goes.

Update: connection dropped around 10pm as per other drops but obviously with new router. Switched router off until morning. I know it's not a huge period of time but to me it's NOT improved, I've never had the connection drop in all of the years I've been with talktalk.

Router switched on at 6:07am.

[Debbie-TalkTalk]

Hi @Graham30 

I've ordered a replacement router, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

[Graham30]

No sorry I don't. I'm afraid you'll have to send me one 

[Michelle-TalkTalk]

Hi Graham,

Thanks for confirming. I've re-checked the connection stats now and I can still see re-connections on the line. Do you have an alternative router that you can test with? If not then we can send a replacement router for testing purposes.

Thanks

Michelle

[Graham30]

Faceplate is off and connected to the test point inside

[Michelle-TalkTalk]

Hi Graham,

Oh ok, thanks for confirming. I'll re-check your connection stats first thing in the morning to see how the stability of your connection compares.

Thanks

Michelle

[Graham30]

Can i just add we have no extensions in the house, only this one socket, and we never have the phone plugged in. We actually had to go and find it to try the voice test you mentioned earlier.

[Michelle-TalkTalk]

Hi Graham,

Sorry for the delay. Yes the connection should work fine at the test socket. If there are any issues then just re-connect the faceplate and connect back as normal.

Thanks

Michelle

[Graham30]

That should be find. I'll post on here once I've done it. Will my internet be usable from the test socket?

[Michelle-TalkTalk]

Hi,

Would it be possible to keep the microfilter, router and phone connected to the test socket for at least 24hrs so we can re-check to see how your connection stats/stability compares please?

Thanks

Michelle

[Graham30]

Thanks Michelle. I'll do this when I get home after work. What do I do once I've connected my router? Or do you do the test from your side?