Internet dropping regularly

[chris_m]

My internet has been dropping for the past 3 weeks. It comes back on goes periodically but it seems to be off more that it's on.

Very low level activity seems to work such as skype messaging and whatsapp but browsing doesn't. The router maintains a white light and if I test the line it says I have a healthy broadband connection.

Currently restarting my router several times a day to try and kickstart it.

Have been on to talktalk support a number of times and it's all the same process and and never any improvement.

On all occasions they have said that the updating the firmware on the router has failed so I don't know if this is a related or not. Support don't seem overly concerned about it.

Was advised to factory reset it  if the issues continue but no difference. Any ideas?

[Debbie-TalkTalk]

Hi Chris

Thanks for confirming your details.

I have arranged the engineer visit for 09/12 AM (8am - 1pm)

Please let us know how you get on following this visit.

Thanks again.

Debbie

[Debbie-TalkTalk]

Hi Chris

I'm just sending you a Private Message to confirm some details so we can arrange this visit.

Thanks

Debbie

[chris_m]

Yes, that would be great thanks Chris

[Debbie-TalkTalk]

Hi Chris

I'm so sorry to hear this.

The line test is clear, but I can see re connections on the line.

If the connection is dropping with 2 different routers, cables and filters at the test socket then the next step will be an Openreach engineer visit.

Would you like me to arrange this visit?

[chris_m]

Hi,

I'm now experiencing the same issues as I did last week. Internet is dropping again. I restarted the router this morning and it worked. I've been out and come back to no internet, tried restarting it again but it doesn't work.

As before, doing a connection test says I have a healthy broadband connection!

I've just taken the socket cover off and plugged directly into the test socket with a micro filter.  It still doesn't work. The router has the white light on the front.

Any ideas?

Chris

[Debbie-TalkTalk]

Hi Chris

I'm so glad to hear this 🙂 Thanks for confirming.

Debbie

[chris_m]

All seems to be working perfectly! Thanks very much for your help

[Debbie-TalkTalk]

Hi Chris

Oh great that's the correct version, please can you retest your VPN connection?

Could you reboot the router first?

[chris_m]

Hi Debbie,

Firmware version is showing as SG4K10002829t but there still doesn't seem to be any internet.

[Debbie-TalkTalk]

Hi Chris

Can you see which firmware version is now showing on the router?

[chris_m]

Yes, the router is on. The white light is showing but the internet had dropped. On my mobile data currently. White light is still on the router

[Debbie-TalkTalk]

Hi Chris

Is the router still switched on? I'm trying to push the firmware update through now. 

Thanks

Debbie

[chris_m]

Yes that would be great thanks. I'm on Windows 11

[Debbie-TalkTalk]

Hi Chris

I can try a different firmware version, will it be ok if I do this in the next 30 minutes?

[chris_m]

I found this online. I think that's the version my router is on.

[Debbie-TalkTalk]

Hi Chris

I can try a different firmware version, will it be ok if I do this in the next 30 minutes?

Are you using VPN windows 7?

[chris_m]

Changed the VPN type to Point to Point (from automatic) and got the above error

[chris_m]

Hi Debbie,

Just the VPN client built into Windows

[Debbie-TalkTalk]

Hi Chris

Thanks for your reply.

Can you confirm the VPN client you are using?

[chris_m]

Hi Chris,

The router arrived yesterday and seems to have resolved the connectivity issues so far!

A new issue though... I can't connect to my work VPN this morning and I could with the old router.  The message states:

Can't connect to the VPN
The remote connection was not made because the attempted VPN tunnels failed. The VPN server might be unreachable. If this connection  is attempting to use an L2TP/IPsec tunnel, the security parameters required for the IPsec negotiation might not be configured properly