Daily internet dropouts at very specific times.

[LiTTam]

Hello,

My internet drops out at 13:55 and 19:55 daily for a few seconds. It's not a long time but I work from home and this causes important work calls to cut out etc. if they're at these times.

This happens on all devices, so it is not the device(s) at fault.

This happens to devices both on WiFi and ethernet, so it's not a WiFi/Ethernet issue

The router remains powered on, and the devices remain connected to it

I know the above by running constant ping tests, and each day at the same times for 5 - 6 seconds, the internet drops out.

Chat support have determined there's no problem with the line, the router has been factory reset, but the issue remains.

It seems likely a task/service is running at these times either on the router, or on the ISP's end. I have not been able to get anywhere with the live chat as they want to run constant line tests, which find no problems.

[Chris-TalkTalk]

Hi Liam,

If you log on to the router UI, I think they are in maintenance section

Chris

[LiTTam]

How do I view router logs?

I run a constant ping test to 8.8.8.8 (Google) and during the effected times the ping spikes up from the usual 16ms to over 200ms, and anything internet related during this time complete freezes. I've run this test on my PC (ethernet), my work laptop (wifi) and my mobile phone (wifi) all at the same time and the results are the same, at specific times (7:31:39 so far today) the ping results show either a completely dropped ping or at least 10x slower than usual, and the internet on each device freezes. Work meetings drop, webpages dont load etc.

[Chris-TalkTalk]

Hi Liam,

Thanks for checking. Yes, I've checked the Openreach connection history and there are no unavailable seconds showing at any time yesterday and no errors at any time so it doesn't look as though the internet connection is dropping.

Do the router logs show anything at that time?

Chris

[LiTTam]

Just checked, it just spiked again and nope, the light on the router doesn't change.

[Chris-TalkTalk]

OK thanks 

Chris

[LiTTam]

The 9th at ~3pm would have been when I changed my router power cable and RJ45 cable

I'll keep an eye on the router light tonight at the usual drop out time and report back, I haven't noticed the light changing but that's because I haven't looked thus far

[Chris-TalkTalk]

Ok thanks. I've checked the line history for the last few days and the only unavailable seconds that I can see are on the 9th at around 3pm. The error count appears to be low all the time too

Have you noticed if the light changes on the router when the connection drops?

Chris

[LiTTam]

Morning Chris,

Yeah at the exact same times as previously mentioned on Friday

[Chris-TalkTalk]

Hi Liam,

How has it been over the weekend, are you still experiencing the same issue?

Chris

[Gliwmaeden2]

Staff will follow up after the weekend, @LiTTam.

[LiTTam]

Hi again

Sadly I was mistaken and the issue didn't vanish, it just seemed to change time in which the internet drops. Suspiciously it seems to be about 30 mins later, which was roughly the time my internet was down for whilst I was changing the router over. It drops exactly 6 hours apart, it's currently daily at 7:31:43, 13:31:43 and 19:31:43. I'd likely assume it happens at 01:31:43 too but I'm not on to test at that time.

So, I've ruled out:

Router

Microfilter

RJ45 Cable

Router Power Supply

Ethernet or WiFi Specifically (happens on all/any device regardless of connection type)

Device (Happens on all devices at the same times)

Anything in my house (other devices) causing it. I've literally powered off any internet connectable device such as Smart TV etc.

The only thing that hasn't been changed, and that I cant rule out, is the actual source of internet, before it hits my router.

[Karl-TalkTalk]

Hi Liam

Glad to hear the new router has resolved the issue for you.  I'll send a quick survey so you can rate your interaction with our Community.

Regards,

Karl. 

[LiTTam]

New router arrived, I installed it, and have since had no more drop outs

Thank you very much for the help

[Debbie-TalkTalk]

Hi LiamVxT

Thanks for updating your Community Profile.

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

Please let us know how you get on.

Thanks again.

Debbie

[LiTTam]

Talktalk number added

[Anonymous]

Hi Liam,

Can you please update your community profile to also include your:

• TalkTalk Telephone number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle

[LiTTam]

I have updated this now

[Anonymous]

Hi Liam,

Can you please update your community profile to include your:

• Name
• Telephone number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle

[LiTTam]

Sadly I do not have a spare router to test with.

If you could send one that would be good

[Anonymous]

Morning Liam,

Ok thanks for confirming. Do you have an alternative router that you could test with please to rule this out? If not then we can send a replacement router for testing purposes.

Thanks

Michelle