Connection keeps disconnecting/reconnecting

[cotmire]

Hello,

This morning I started to experience random disconnections and reconnections. It often seems as frequent as every 3-5 minutes. For the short time that it's connected the speed etc is great, but then it disconnects and fairly swiftly reconnects itself automatically (I can still connect to router admin panel the whole time and observe that and I can see the internet connection uptime reset to 0). I am using the Sagemcom TalkTalk WiFi Hub but I also have an old "Super Router" so did try switching back to that for a little while so as to rule out a router issue but encountered the same problem.

I opened fault REP-13249974 which says it's in progress but got a text message which told me if I'm still having issues to chat to tech support. I did so but was asked some quite irrelevant troubleshooting questions and then he inexplicably blamed the ethernet card on my 3rd party smartphone device and said he's going to send me a new Ethernet cable, um...

Anyway not sure where I stand now on this fault? I've unplugged the router for a little while to see whether the connection stabilises at all when I plug it back in after a longer off-time. Appreciate any help/advice thanks.

[Karl-TalkTalk]

No Problem 🙂

Karl 

[cotmire]

Current connection uptime is 3 days 14hrs so I think that's the only reconnection I've had since putting the faceplate back on 6 days ago, the upstream Kbps rate has dropped slightly and it says the downstream noise margin is 0 dB (which is supposed to be bad?) but have not noticed any problems it's been fine to use and very good download speeds. I can reach out if the original problem comes back. Thank you.

[Karl-TalkTalk]

Hi

this sounds positive, monitor over the weekend and let us know how it has performed.

Thanks  

Karl. 

[cotmire]

Hello,

I've put the faceplate back on. Initially when I just plugged the phone into it the line was extremely crackly and there was a voice telling me to "please hang up", but I've re-plugged everything back in as it was originally set up now and it has all been working correctly for the last 4 hours; dial tone is there and no more broadband disconnections yet. Speed is still very good. Thank you.

[Michelle-TalkTalk]

Morning,

Thank you for confirming and please let us know if there is any change in speed once the faceplate has been re-connected.

Thanks 🙂

[cotmire]

Thank you for the follow-up. I've had no problems since it's been plugged in to the test socket. I'll try putting the faceplate back on later or tomorrow and see if the problem comes back.

[Michelle-TalkTalk]

Morning,

How have you found the stability of your connection since your last post?

Thanks

[Karl-TalkTalk]

Hi

TAM is clear an no longer picking up a loop fault, the Fibre test is still showing a possible copper joint issue.

Keep the equipment connected and lets see if this remains stable at the test socket, and if not, then we can take this to an engineer visit.

Karl.

[cotmire]

Thank you Karl, yes seems like that may be what the problem is.

[Karl-TalkTalk]

Hi

The test socket is the second picture, if the connection improves at this point it could be a faulty faceplate.

I'll run some tests now and let you know what they show.

Karl.

[cotmire]

Hello,

Sorry I am a little confused because I only see one socket and it's the one I've circled in the screenshot I'm including, but that is the same socket that the face plate itself plugs into. Do you mean if I unscrew it as well? There is nothing else under there. I've numbered some photos in the attachment below to confirm, but my understanding is that although the faceplate plugs into the same socket, once the faceplate is off, that is what we call the test socket. Still monitoring it but I do think plugging it into there per photo (5) may have resolved the issue. Can you confirm I've done that right & run another test?

(1) is how it was before I touched it

(2) is what it looks like if I pull the face plate off

(3) is the underside of the face plate

(4) is what's underneath if I unscrew it

(5) is how I've left it now - is this what you intended? the only way I could see to plug the router in directly there is by adding the DSL filter.

Edit: I do have a dial tone and an internet connection uptime of 46 minutes so far since plugging it in this way (says it's connected at 79.7 Mbps)

[Michelle-TalkTalk]

Hi,

Thanks for the update. The test socket is just behind the faceplate at the top. Would it be possible to connect the microfilter, router and phone directly at the test socket please so we can re-run the line test again in this set up?

Thanks

[cotmire]

Hi Michelle,

Thanks for the quick reply. I hadn't noticed but my phone actually says "Line cord error" on it and is not allowing me to press the button for a dial tone.

I'm attaching a picture of the socket with the face plate removed. I don't see a test socket but if I plug the phone directly into the inner socket then the line works and I do get a dial tone.

I have plugged it back in as it was now and plugged the router back in (router was powered down during your last test).

[Michelle-TalkTalk]

Hello,

I'm sorry to hear this. I've run a test on the line now which has detected a possible voice fault and also a loop fault. Can I just confirm, does your main socket have a test socket please? Do you have a dial tone?

Thanks