Intermittent WiFi dropout

[Bailey22]

I have recently experienced a problem with intermittent WiFi dropout that is becoming more frequent. When this happens and I interrogate any of my devices I get a message that says (words to the effect of) 'You are connected to the internet but there is no signal. Contact your Internet Service Provider'.

When the dropout occurs, the light on the front of the Huawei DG8041W-2.T5 router is rapidly flickering between red and white. Turning off the router and waiting 5 minutes before turning it back on clears the issue - until the next time!

Do I have a faulty router?

[Chris-TalkTalk]

I've booked the engineer for - December 20 2024, AM - please let us know how you get on

Chris

[Chris-TalkTalk]

I can't book the engineer at the moment due to a system issue. I'll try again later

Chris

[Chris-TalkTalk]

I'll book the engineer now and get back to you with the details

Chris

[Bailey22]

Good afternoon 

Guess that highlights the difficulty in trying to diagnose an intermittent fault. I feel sorry for the engineers as it must be a nightmare to resolve. 

If you consider that another engineer visit is required, we are available on the 19th, 20th or 23rd December 2024. After that it would have to be early in the New Year. 

Thank you for your continued support. 

Kind regards. 

[Michelle-TalkTalk]

Morning,

Thanks for the update and I'm sorry to hear this. I've re-run the line test now which is clear. The only option we have is to arrange another engineer visit if the connection is still unstable. Would you like to go ahead with this and when are you next available?

Thanks

Michelle

[Bailey22]

Good afternoon

You asked me to let you know how things had gone with the Openreach engineer. The engineer visited on Thursday morning and was quickly able to identify with his diagnostic tools that there was a problem. Establishing exactly what was causing the problem was not straightforward as it is difficult to diagnose an intermittent fault, but he was very thorough and tried everything he could think of to eliminate the fault. Unfortunately, it may be a coincidence, but it seems that whatever has been changed has inadvertently made matters worse rather than better as the network connection is less stable and is now being dropped much more frequently. Three times today - so far!

Please advise what the next steps will be. 

Kind regards. 

[Chris-TalkTalk]

I've booked the first appointment available -  December 12 2024, AM - please let us know how you get on

Chris

[Chris-TalkTalk]

Hi Bailey22,

I'll book the engineer now and get back to you with the details

Chris

[Bailey22]

Good afternoon

The question is not whether I would like you to book an engineer but whether you think that another engineer visit is necessary to try to identify the problem that is plaguing my connection. If the answer is 'yes' then there should be no question of any charges as there is definitely something wrong. However, I know that you will not send an engineer unless you cover your backsides so I have no option but to reluctantly agree. 

I am available anytime on weekdays with the exception of Tuesday, 10 December and Friday, 13 December when I will be out all day. 

All I want is a reliable stable service , which I have not had since October. 

Kind regards. 

[Chris-TalkTalk]

Hi Bailey22,

If you'd like us to book the engineer 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.

Thanks
Chris

[Bailey22]

Good morning

The network connection dropped out at 1945 yesterday (4 December) so that now makes 14 times since I received my email from TalkTalk Customer Service to tell me that the problem was fixed!

Can you please confirm that you are still proposing to send an another engineer and if so, can you confirm when the visit will be. 

Kind regards. 

[Bailey22]

Good afternoon

On 6 November I received an email from TalkTalk Customer Service telling me that 'Our engineer has resolved the service issue'.  In that case what is a visit from another engineer going to achieve?

Since that time the network connection has dropped out 13 times so it seems that the service issue has not been resolved. If you have no option but to send another engineer I expect it will be at no charge to me. 

I will be out all day tomorrow but will be at home on Thursday and Friday. 

Kind regards. 

[Michelle-TalkTalk]

Good afternoon,

I'm really sorry to hear this. Would you like us to arrange an engineer visit to the property?

Thanks

Michelle

[Bailey22]

Good morning

After the network connection  dropped out at 1701 on 27 November the system has worked fine until 1440 yesterday (2 December) when the network connection  dropped out again. So unfortunately, the problem still exists.

I will continue to monitor it and will contact you again if/when  connection to the network is lost again.

Kind regards.  

PS: As I was typing this the network connection dropped out again at 1145. I have rebooted the router and will send this as soon as the connection is re-established. 

PPS:  The router refused to connect to the network at the first attempt so I have had to reboot it again. Connected successfully at the second attempt. 

[Michelle-TalkTalk]

Hi,

Apologies. If the line tests are clear and all testing has been completed then the only option we have is to arrange a further engineer visit if the connection is still dropping.

Michelle

[Bailey22]

Thank you, but an Openreach engineer spent 2 hours here on 6 November. 

[Michelle-TalkTalk]

Hi,

Thank you. If the connection does drop and 2 different routers have been tested at the test socket then the next step will be to arrange an engineer visit to the property. We'll check back in with you on Monday morning.

Thanks

Michelle

[Bailey22]

Hi

The router is permanently powered up but I will leave it connected to the master socket and note if there are any more network

dropouts.  

[Debbie-TalkTalk]

Hi @Bailey22 

This could be DLM changing the profile as there isn't a high number of re connections showing.

Would it be ok to keep the router powered up and we can check the connection stats again on Monday morning?

[Bailey22]

Good morning

I connected the router to the master socket at around 1615 on 26 November. The network connection dropped at 1701 on 27 November, so there has been no improvement. 

What happens now?