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.

[siphosethu-TT]

Thank you gcotgreave, I'll leave it to you then. Thanks😇

[gcotgreave]

@ferguson Thanks, I already have a topic open https://community.talktalk.co.uk/t5/Fibre/TalkTalk-Wi-Fi-Hub-Firmware-SG4K100208/td-p/3100591  it looks like it is related to s/w version  SG4K100208 as when it was downgraded to SG4K100206 as a test, the dropouts appeared to stop. Then auto upgrade took it back to 08 (which has the lack of user logs problem too). Will have to wait until SG4K100209 or later to see if it is fixed. 

[siphosethu-TT]

Hi there lynlib20, please confirm if you are still having the same issue. Thanks

[ferguson]

Sorry to see this is still an ongoing issue. I have re-escalated it to the support team, for what it's worth. 

[LiTTam]

Hi,

Just so you know I never got this fixed and it still happens to this day. I gave up with TT support as I was getting nowhere at all. Just waiting on my contract to run out so I can switch to once and for all see if it is TT at fault.

[ferguson]

@gcotgreave 

If you would like the support team to look into this for you then please start your own topic.

[gcotgreave]

6 second drop outs 6 hours apart, difficult to see how it's anything other than TT router s/w otherwise why would so many have similar stories?

See the line monitoring screenshot, the incidents line up nicely each day.

[badappleuktalk]

@LiTTam That's a shame to hear, I was hoping you'd have some insight to what's caused it and what the fix was! As you'll have seen from my daily updates, I'm not making much progress, there's a new router on the way and another visit on Monday.. will see how that goes but I don't hold out much hope as it would be very unlikely both my own router and talk talks are both faulty... not sure how a third router is going to help..

[LiTTam]

I've requested they close this case because I've given up on anyone finding a solution.

The last thing the escalation team have come up with is to send out an Openreach engineer, with the condition that if the fault is found to be on my "property boundary" then I will be charged. Not really worth the risk of the OR engineer determining "Whilst we can see it's not your devices, or router, we also can't find any problems on our end". The escalation team are unable to guarantee I wont be charged, nor are they willing to cover the charge if OR decide to be awkward.

Over the past 2 months I've had about 1 call a week basically asking "Is the issue still happening?", I tell them yes, and I get "Right, we're still looking into it". The engineer visit is like a respectable plan to get me to say "No thanks" as I don't want to be charged. Throwing the 1000KG ball into my court.

I'll just be dealing with the issue until I can leave talktalk at the end of my contract I suppose.

Mainly posting this message for anyone in the future with the same issue who has the same fault, rather than leaving them thinking "How did they fix it?". They didn't.

[badappleuktalk]

@Luket92  I'm having the same issue but worse, at least 2 times an hour : https://community.talktalk.co.uk/t5/Broadband/Intermittent-WAN-Connection/m-p/3032745#M864332

[LiTTam]

I don't actually see those same log entries at the time of the dropouts, but do at other times where I don't have dropouts.

I'll keep an eye on your thread, thanks.

[Luket92]

Hi Liam,

I've posted my fault here, if you'd like to follow in case any information useful to you is revealed.

Out of interest, if you check your router logs for the dropout times, do you see messages similar to the ones I've posted?

Cheers,
Luke

[Anonymous]

Hi Liam,

I'm sorry to hear this. I've checked the fault ticket and I can see that the team are still investigating this particular issue. 

Michelle

[LiTTam]

They are, but it's not going anywhere. It's a call once a week to basically see if the issue resolved itself yet, which it never will do.

[Anonymous]

Hi Liam,

I'm sorry to hear this. Can I just confirm, are the team keeping in touch with you?

Michelle

[LiTTam]

Hello,

Nope, this is still on going with the "escalations team" who have no idea what's going on, and aren't any closer to resolving it.

If you do somehow get yours resolved, please let me know how.

[Anonymous]

Hi Luke,

I'm sorry to hear this. Please can you create your own topic and we can look into this further for you.

Thanks

Michelle

[Luket92]

Hi, 

Did this ever get resolved? I've been experiencing the same issue: dropouts at 10.06am every day across all devices. I've had a new router and the problem remains, but no faults are found on the line when a live test is performed

Need to get this sorted 

[Chris-TalkTalk]

OK, please let us know how you get on

Chris

[LiTTam]

Apparently I should hear back from the team looking at it today.