Internet keeps on dropping out

[Berkoboy]

I am having the same problem as a number of others - my internet keeps on cutting out then 5 or so minutes later restores itself. This is happening dozens of times a day - and has been particularly bad in the last few days . 

I had Openreach at the property a few weeks ago to fix a speed issue - and when connected I do now get Fibre 65 rated Mbps . Tested as REP 14451453

The TalkTalk error page says "intermittent sync".

There have been no changes to any of my equipment or cabling since the Openreach visit. I rather not go through the Helpdesk  same old same old  checks of with/without microfilters/ ethernet cable checks / router reboots / faceplate removal - I can't see any point . Either its the router (unlikely ) or some issue outside the property

[Debbie-TalkTalk]

Morning @Berkoboy 

How's the connection/speed been over the weekend?

[Debbie-TalkTalk]

Hi @Berkoboy 

Thanks for your reply.

We will check back in with you on Monday to see how you getting on.

[Berkoboy]

Hi , The drop-outs seemed to have stopped ( or a least now down to 1 or 2 a day ) . So I haven't persisted with the new router and I will return it to TalkTalk. I think the problem lies outside the property - especially as my speed has now dropped back beneath the guaranteed Fibre 65 quote . 41 Mbps just now . Openreach were here before for the same problem a few weeks ago and say they found and fixed a couple of loose connections which seemed to have solved the problem . But I am now almost back where I started ( speed is slightly better than first time around ) . I suspect the issue is just the poor quality of the old BT infrastructure between my house and the green junction box which is less than 100 meters away or in the green box itself. 

I have just renewed my Fibre 65 contract .  I will test speed over the next few days ,  clearly I will be expecting this to be resolved in the not to distant future as the moment I am not getting what I paid for. 

[Michelle-TalkTalk]

Good morning,

Ok thanks for the update and please let us know how you get on.

Thanks

Michelle

[Berkoboy]

Hi , I tried the replacement router but it didn't go smoothly . I decided to go wi-fi rather than the TP-link (via the power supply) as the old set-up.  The connection was only intermittent . The router showed the steady white light as connected but Windows settings showed disconnected - and Edge/other connected programs errored as 'unable to find address/DNS not found' etc. It did connect for  short periods but I gave up after 1/2 hour and went back to the old router .  As mentioned the old router is still disconnecting but now in single figures per day rather than dozens - not ideal but  an improvement. 

My PC wi-fi USB dongle  is round the back of  the metal PC case and not in line of sight to the router - so I will try again with a front facing  port in the next day or so. 

[Michelle-TalkTalk]

Morning,

How are you getting on?

Thanks

Michelle 🙂

[Michelle-TalkTalk]

Good morning,

No problem 🙂 We'll check back in with you next week.

Thanks

Michelle

[Berkoboy]

Hi ,

Apologies - I have a few important things to do remotely - so I haven't yet tested the new router. I didn't want to risk a problem occurring .

As mentioned dropouts are now down to single figures per day without the change. I plan to test the new router on Sunday .  

[Michelle-TalkTalk]

Morning @Berkoboy 

How are you getting on?

Thanks

Michelle

[Michelle-TalkTalk]

Good morning,

Thanks for letting us know. We'll check back in with you in a few days to see how you're getting on and how the connection has been.

Thanks

Michelle

[Berkoboy]

New router received - I will fit it tomorrow . Thanks . Having said that the drop-outs have diminished substantially over the weekend and  only one so far today. 

[Debbie-TalkTalk]

Hi @Berkoboy 

Have you received the replacement router?

[Debbie-TalkTalk]

Hi @Berkoboy 

Thanks for your reply.

The replacement router is on its way, please allow 24-48hrs for this to arrive.

If you experience the same fault (connection dropping) with the new router then the next step will be an Openreach engineer visit.

Please let us know how you get on.

Debbie 🙂

[Berkoboy]

Hi Debbie , 

My router is left on  24/7 . My router is the original one from some years ago so no new router has been tested . Happy to test a new one . 

Thanks

[Debbie-TalkTalk]

Hi @Berkoboy 

I'm really sorry to hear this.

The line test hasn't detected any faults but I can see a high number of re connections on the line.

Is the router at the test socket at the moment?

Have we recently sent you a new router for testing?