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.

[Chris-TalkTalk]

Thanks for the update Andrew, just let us know if you need any further assitance

Chris

[famille_bennett]

Morning Michelle, 

things are better.  

The engineer visited my home and ran several tests, all pointing towards a correctly functioning internet setup.

The engineer supposed there may have been a problematic arrangement with the cabinet, so spent time there, informing me at the end that the card we were linked to within had several reported issues with it (possibly TT customers, possibly other ISPs), so the card was reset / re-initialised, etc..  If happens again though, must report it, card may need replacement.

Since, performance has improved greatly.

I'm monitoring, will let you know if further issues.

Andrew

[Michelle-TalkTalk]

Morning,

How are you getting on?

Thanks

[Chris-TalkTalk]

I'm sorry about this, I know it must be really frustrating. I think the agent may have thought it was a wifi issue because everything looks OK at our end. Line tests are passing and line history isn't showing any non-available seconds, disconnections or a high error count. 

(Unfortunately it doesn't always just work straight out of the box either)

Hopefully the engineer tomorrow will get to the bottom of the problem and be able to sort it out for you. Apologies again for any inconvenience 

Chris

[famille_bennett]

Thank you Chris,

i understand there are not available slots, so tomorrow will be acceptable as the next best thing.

This is becoming infuriating.  I asked for a re-visit yesterday, and was asked to wait, even suggesting that it was how i used Wifi that was the solution.

Today, after waiting, i'm told to wait because engineers are busy.

May i ask, when a new customer gets a new router, why does this service just seem to work straight out of the box without any settling down issues like mine after engineer intervention?

Sorry, this is driving me potty now.

Andrew

[Chris-TalkTalk]

Hi Andrew,

I've checked the line history for yesterday and today. There were interruptions to the connection between 9am and 2pm yesterday, (probably mostly due to engineer activity), nothing since then.

I'm sorry, there are no appointments available today so I've booked the earliest appointment available, tomorrow morning - January 19 2023, AM - please let us know how you get on

Chris

[famille_bennett]

Good morning, 

updating you, the droupouts continue as before and did not improve during the rest of yesterday.  

Leaving the router switched on, no resets by me, no restarts, etc., same story this morning, alas.

i logged into the router this morning, here's a few facts which may or may not be useful/relevant.

1. there are 29 pages of DNS errors in the log since yesterday lunchtime

2. primary DNS server set to 192.168.1.1

3. DNS1 set to 79.79.79.79

4. DNS2 set to 79.79.79.80

i'm sure there are other things an engineer could look at, maybe firmware, who knows, but fundamentally, there are so many dropouts that i believe are a distribution network issue rather than thiings like DNS settings which are well known and well used by many.

I would like an engineer revisit today please.  Being advised by TT yesterday to look more at how i use WiFi as the problem source ... no, not good enough (sorry), especially as the pressure on the WiFi is reduced with fewer connected devices than when everything was fine before Christmas.

If you prefer to talk to me in real time, i am available - you have my mobile number - working through an internet chatroom like this is a bit ironic when i have so many internet issues.

This internet performance cannot continue, it is not the service i am paying for (deal with that later, elsewhere) but it makes working from home equally unprofessional.

Please prioritise an engineer re-visit for today - i will be in. I understand charges, etc., but the engineer clearly confirmed the problem is not at my property and was detected on the network, as he said, 92.1 metres away, which is the cabinet in the road, which is what was attempted to be fixed yesterday.

I'm looking out for your response, but please assume i will be available and at my property all day.

Andrew

[Chris-TalkTalk]

Could you see how it goes for the rest of the day and bump the thread tomorrow morning. I can then check the line history to see if there's any improvement.

Chris

[famille_bennett]

Chris, i received a text following the mail, from TT, including a link to "engineer-repeats".  i followed the link and chatted via mobile (not wifi) connection.  a whole load of things were mentioned, tests performed were mentioned, but this suggested that the issue was the way i have wifi in the home.  i'm baffled.  nothing has changed indoors in terms of the hardware, except the replacement router and use of the test socket with the microfilter instead of the 5C Mk4 faceplate.  There are fewer people in the house, and fewer devices connected.  yet still dropouts.  what is the expectation, should i simply be patient and let line stability resolve itself?  i have reset the router, per the request of the talktalk chat person, so we will see if i can work from home successfully.  your guidance will be appreciated, as would a return visit from an engineer, but i do not understand why wifi is now the issue when there is actually less strain than when it worked fine.

Andrew

[famille_bennett]

engineer said he thought the issue was caused by some kinked wire in the unit, which he replaced/rewired, then checked it.

[Chris-TalkTalk]

I'm sorry to hear that there's been no improvement, did the engineer say what he thought could be causing the problem?

Chris

[famille_bennett]

Hi Chris, the engineer has been and gone.  Household checks were completed, and aceptable.  The engineer worked on the cupboard unit in the road which feeds all local houses, and then checked, confirming everything was as it should be.

Alas, no.  Been online for 80 minutes and have had a ton of dropouts.

i am plugged into test socket / new cable / new router.

Can i have the engineer back please?

Andrew

[Chris-TalkTalk]

Hi Andrew,

I've booked the engineer for tomorrow morning - January 17 2023, AM (8am-1pm) - please let us know how you get on

Chris

[Chris-TalkTalk]

OK thanks Andrew, I've sent you a PM requesting a little more information

[famille_bennett]

Hi, yes it is

andrew

[Chris-TalkTalk]

Thanks. Is the mobile the one that's in your community profile?

Chris

[famille_bennett]

Hi,

i accept charges.

Am available Tuesday - Friday AM and PM.

I will not send my mobile number on open chat - what is the alternative?

Andrew

[Chris-TalkTalk]

Hi Andrew,

If you'd like us to arrange an engineer visit can you confirm:

• That you accept potential Engineers charges
• Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.
• Confirm your mobile number

I've also sent you a PM to confirm some details

Thanks

Chris

[famille_bennett]

Hi,

update after the weekend. 

The new router is connected to the test socket in the master [there are no others in the house] socket using the new broadband cable.  All through the weekend, there have been dropouts.  The dropouts initially were “occasional” at best.  Saturday we were out in the daytime, so not using broadband in the daytime.  Sunday we used broadband (either via Netflix or with ipad, phones, etc) and dropout rate was identical to the initial problem.  All suggestions have been tried that TalkTalk suggested, “inside the house”, without resolution of this problem.

I would like to request an engineer attends and sorts this out.  I am aware of costs.  When can you do this by?

I still have the old router – a precaution in case the replacement was not working correctly.  Should I resend immediately?

Andrew

[Chris-TalkTalk]

Yes, if it works OK in the test socket then you will probably just need a new faceplate. Please let us know how you get on

Chris