Frequently no internet connection

[famille_bennett]

I am having regular internet connection issues.  Many times per day, the internet connection will drop, from between 10 seconds up to 4 or 5 minutes.  This has only happened since returning to home working after New Year 2023.  No issues before this time.  I stay connected to the router.  The orange light does not come on during the drop out – the white light on my Huawei router usually stays on. 

Logging in to the router suggests internet connection is working correctly; this is not my user experience.  Makes working from home using teams (without video) impossible.

Most noticeable with wireless devices (basically all that I have).

I read another post here which talked of kernel panic.  To note, my TalkTalk Wi-Fi Hub is a model DG8041W, firmware version v1.05t. 

I have no issues with my telephone service.  My router is connected to the master socket.  I have no other Telephone sockets in my house.  I have made zero changes to the sockets, cables, etc.

[famille_bennett]

Hi,

i have no issues with the telephone.  Nothing has changed in this regard - clean line, no crackles, no drops during a call, etc.

The phone socket i have is an OpenReach 5c Mark 4, with the clear plastic cable clamp.  This has not changed - been in use consistently for some time throughout when we had very good internet service until; today. 

i will try the test socket later today, and let you know.

If all works fine in the test socket, should i assume simply need a new Mk4 faceplate?

Andrew

[Chris-TalkTalk]

OK thanks. Are you experiencing any problems with your telephone service, any noise on the line?

Is your router currently connected to your test socket? - Your guide to main phone sockets - TalkTalk Help & Support

Chris

[famille_bennett]

hI,

please note as well, we live less than 50 metres from one of those local openreach exchange boxes, and as a reminder, we have changed zero things within the house (apart recently your new router) in relation to devices, wires, sockets, telephone, etc...

Could openreach come and take a look as the next step? (we know they are busy in the area, we see them)

Andrew

[famille_bennett]

HI,

in brief, yes.

All our wifi used devices suffer this - currently including 2 x work laptops, 1 iphone13, 2 samsung mobiles, 1 ipad, 1 samsung tablet, 

Our ethernet connected TV also suffers from this (Netflix app)

 The drop outs seemed to occur more frequently as evening progressed last night.

This morning, i have been online 30 minutes, no issues (low internet traffic, low problems?)

Andrew

[Chris-TalkTalk]

OK thanks. Are you experiencing the problems on more than one device?

Chris

[famille_bennett]

hi,

not using a vpn

andrew

[Chris-TalkTalk]

Hi Andrew,

Sorry to hear that you're still experiencing problems. Are you using a VPN? If you are, do you only experience problems when using the VPN?

Chris

[famille_bennett]

Hi,

I have been working with the new router for 3 ½ hours, initially successfully. The router provided is TalkTalk Wi-Fi Hub version SG4K100136.  I assume firmware is up to date and there are no issues of this type.

Apart from a couple of minor setting up gremlins, no concerns.

Since working with Teams, however, it is all going wrong, multiple dropouts from calls etc.  From a working from home point of view, this is unacceptable.  In fact, I am getting quite frustrated, angry even that this is such an issue and not quickly getting sorted.

I have the router at the side of me – whenever it drops out, the light remains as a stable white.  I thought it was meant to flash orange as it re-established connection?

Looking at the maintenance log, there are 21 pages worth of DNS errors – no clue what this means, but the word error doesn’t seem to be good news.

Connecting to the router, it shows there are 4 connected devices, whereas I have 5.  Is there an issue here?  Are there some settings I need to know about or even change?

In other posts, related to internet dropouts, I have read often about OpenReach being busy – is there anything to know about here?

Do I need an engineer visit?

I've reset the router now - no more Teams calls today, but goodness me, since Christmas, this is poor internet service.

Andrew

[Debbie-TalkTalk]

Hi Andrew

That's great, please let us know how you get on.

Debbie

[famille_bennett]

Hi Debbie,

pleased to say the new router has been delivered and is connected.

I am working from home, so will be stressing it with Teams calls and so on during the coming days.

Any issues, i'll report back, but fingers crossed ...

Thank you and bye for now

Andrew

[Debbie-TalkTalk]

Hi Andrew

Apologies, the router is delivered by a courier (yodel) this is not delivered by Royal Mail.

I've completed another line test which is clear, no faults detected.

If you haven't received the router by the end of the day then please let us know.

Thanks

Debbie

[famille_bennett]

Hi,

quick update.  The router has not yet arrived more than two days on.  I assume this is due to all the postal strikes delays, but i have no clue which service to query this through - is it Royal Mail / DHL etc, nor do i have any tracking number.  I accept this is possibly out of TT control, but with terrible drop out rates, and no robust solution, it reflects badly on TT where blame may not be due.

I am reading a number of posts saying either "we've got no internet even though the white light is on the router" or "Openreach have resolved a fault on the line".

Both of these also apply to me - do you know if there are OpenReach queries in my area which are being looked into?

I ask because i am assuming all will be resolved with a new router...

Andrew

[Debbie-TalkTalk]

Hi Andrew

Sorry for the delay.

The router is on its way, please allow 48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

[famille_bennett]

Hi 

yes please, sending another router to test with would be very appreciated.

thank you,

andrew

[Chris-TalkTalk]

Thanks. We can send another router to test with, would you like us to arrange this?

Chris

[famille_bennett]

Hi, yes, this is correct,

Andrew

[Chris-TalkTalk]

Hi Andrew,

As far as you are aware do all wifi devices (or more than one) drop the connection at the same time?

Chris

[famille_bennett]

Hi,

the connection occasionally drops the single wired connection - which is a powerline used to connect our TV.

Andrew

[Michelle-TalkTalk]

Morning,

DLM is Dynamic Line Management which monitors the connection to provide the best balance between stability and speed for the line. I've re-checked the connection stats now and the connection look stable. Is the connection also dropping on any wired devices?

Thanks

[famille_bennett]

hi again, by the way, what is DLM that you refer to?

Andrew