Frequent disconnections...

[mikeyb200]

I'm getting periods where my router (Sagemcom Fast 2) frequently disconnects the broadband. It'll run fine for a few weeks, then we get another episode of instability. We're in one now, hence this post.

Running the TT line test shows no problem with the line - instead it suggests there are Wifi connectivity issues in the house. There aren't!

Looking in the Router Admin, it always shows the Downstream Noise Margin as 0dB. Surely this is the problem - I've always understood the minimum stable noise margin to be about 6dB.

So is it the line or the router? The router has already been replaced by TT twice before - so we're on our third one since moving here 3 years ago.  

All very frustrating!

[siphosethu-TT]

Our tests show that you may be experiencing WiFi coverage problems. To address this, I would recommend Total Home WiFi to ensure good WiFi coverage in your home. This service provides boosters that extend your Wi-Fi coverage throughout your home.

Would you like to know more about your upgrade options?

[siphosethu-TT]

A line test is currently underway. This checks the equipment used to provide the broadband service to your home - including the exchange, cabinet and line equipment.

This can take up to 5 minutes to complete. I'll let you know if this test finds a fault, otherwise I'll continue with further checks.

[mikeyb200]

Thanks!

[siphosethu-TT]

I am about to run a test that will look at the condition of your line. This test will identify any faults in the cables and associated equipment, between your home and the exchange, that could effect your service.

The result will allow us to determine if an engineer is required, or whether additional checks need to be completed with you. Thanks

[mikeyb200]

OK, if you need an answer to this before we can move on!  The problem of no internet access occurs everywhere. It is NOT related to wifi, which works everywhere. 

[siphosethu-TT]

Does the problem occur everywhere you try and use the WiFi, or just in certain parts of the house - for example upstairs, or outside the house?

[mikeyb200]

Yes, I'm still available. What do you need of me to progress this?

[siphosethu-TT]

No, we still have time if you are available. Thanks

[mikeyb200]

Hi @siphosethu-TT ,

Have we run out of time here? I'm happy to continue on another occasion if necessary.

[siphosethu-TT]

mikeyb200 I understand that the issue is with the internet itself however I'm required to ask this question, before we can move on. Thanks

[siphosethu-TT]

Hi @KeithFrench, I'll have that looked into, but we have to go through these questions. I am thankful for the help, will take note. 

[mikeyb200]

The problem I have seems to be the actual internet connection, not the Wifi. 

The router flashes orange, and during that, I can - via wifi - connect to the Admin console and see that there is no internet connection.

[KeithFrench]

Hi @siphosethu-TT 

As I said in my escalation, this has nothing to do with WiFi. When it goes down the light flashes orange.

[siphosethu-TT]

Thanks, does the problem occur everywhere you try and use the Wi-Fi, or just in certain parts of the house - for example upstairs, or outside the house?

[mikeyb200]

No, nothing 

[siphosethu-TT]

Thank you for confirming, do you have any active monitoring for life threatening health reasons which is solely dependent upon your TalkTalk Broadband or Telephone line?

For example, a care alarm, lifeline, health pendant or fall detector.

[mikeyb200]

Yes, and it's currently 'happy' - white LED

[siphosethu-TT]

Thank you, will just start right away. Please confirm if the router is currently powered on?

[mikeyb200]

Hi siposethu,

I'm back 🙂

[siphosethu-TT]

Yes, please get in touch as soon as you get home. Thanks