My connection keeps dropping outs

[AnnieMin]

I am experiencing a very annoy issue that my internet connection suddenly became very unstable since days ago, router's light constantly went amber, lost connection but reconnect again every around 10 minutes,  I've tried to restart the router after turning power off for half-hour but the problem remains.

I've run an online connection test but no issue reported.

I also checked the router's few latest logs it says:

28.10.2023 23:10:29	Error	DNS	DNS name resolution failure (32.156.90.20.in-addr.arpa)
28.10.2023 23:10:08	Info	SYS	TR-069 connectivity to (acs.talktalk.co.uk) has been closed
28.10.2023 23:10:05	Info	DHCPC	The WAN DHCP client IP address 78.147.219.88
28.10.2023 23:09:31	Info	DHCPC	WAN DHCP client (1) started
28.10.2023 23:09:28	Info	XDSL	VDSL connectivity is up port 1
28.10.2023 23:08:59	Warning	DHCPC	WAN DHCP client (1) stopped
28.10.2023 23:08:58	Info	XDSL	VDSL connectivity is down port 1
28.10.2023 23:05:59	Error	DNS	DNS name resolution failure (_7001._https.appdeum.talktalk.co.uk)
28.10.2023 23:04:57	Error	DNS	DNS name resolution failure (_7001._https.appdeum.talktalk.co.uk)

[AnnieMin]

still not working, but no worries I have a workaround to monitor the connection.

[AnnieMin]

is it possible to import  a configuration file (.cfg) to the replacement router? as I want to duplicate the advance settings to new router.

the cfg file was exported from my old router maybe months ago.

I cannot find the way to do that, did you remove the function from the latest firmware?

Thanks

[Michelle-TalkTalk]

Morning,

Thanks for the update. The logs should be present. Could you try resetting the router and set this up again and let us know if the logs show please?

Thanks

Michelle

[AnnieMin]

Hi Debbie,

I thank you sending me a new router, I have set it up and I will monitor the connection for sure.

However I cannot see any logs in new router's system, compare to my old router, even a login operation will lodge the log.

this would be a tricky things that even there is a dropouts happened I am not able to check it with the logs, unless I see it happen with my eyes....

So is there a setting to turn on logs? please advise.

no logs recorded.

[Debbie-TalkTalk]

Hi AnnieMin

Thanks for the additional information.

If the fault is still present with the replacement router then we can arrange an engineer visit and add to the notes that the fault maybe weather related.

Thanks again.

Debbie

[AnnieMin]

Thank you so much.

I exported all the logs of past week and screened the dropouts logs, I got some findings and here is my guess FYI.

1, There were much more dropouts over night than day time

2, from 23  OCT to 28 OCT, there were 17 times of dropouts ,but from 28 OCT to now, there were 111 times of dropouts 

I checked the weather for past week, it was raining in past two days and before 28 weather is relatively dry.

please allow me to take a guess, it could  be somewhere poor line connection outside, when temperature going low and humidity get high, the connection became unstable then dropouts take places.

😁

[Debbie-TalkTalk]

Hi AnnieMin

Thanks for your reply.

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

Let us know how the connection compares with this router. We can also run another line test once the new router has been connected.

Thanks again.

Debbie

[AnnieMin]

sure you can 

[Debbie-TalkTalk]

Hi AnnieMin

Would you like me to send a replacement router for testing first so we can rule this out?

The next step following this will be an Openreach engineer visit.

Thanks 

[AnnieMin]

to answer your questions:

I only have one socket in the room which is "master socket 5c" installed by openreach 2 years ago.  and I don't use landline phone so I am very sorry cannot test landline service.

I've tried following actions in order to find out if there is a poor connection issue from socket but no luck.

1, change line splitter connecting to the socket

2, change the telephone line connect to the router 

3, remove the front plate of socket then plug in the splitter directly 

Thanks

[Debbie-TalkTalk]

Hi AnnieMin

The line test has detected a potential fault towards the property and Openreach are requesting that we arrange an engineer visit.

Just to confirm, is the router currently connected at the test socket?

Are you experiencing any faults with the landline service when making calls?

[AnnieMin]

again:

29.10.2023 17:58:27	Info	SYS	TR-069 connectivity to (acs.talktalk.co.uk) has been closed
29.10.2023 17:58:23	Info	DHCPC	The WAN DHCP client IP address 78.147.219.88
29.10.2023 17:57:52	Info	DHCPC	WAN DHCP client (1) started
29.10.2023 17:57:50	Info	XDSL	VDSL connectivity is up port 1
29.10.2023 17:57:21	Warning	DHCPC	WAN DHCP client (1) stopped
29.10.2023 17:57:20	Info	XDSL	VDSL connectivity is down port 1

[AnnieMin]

unfortunately I don't spare route to do the test, but I can copy the latest logs which just happened a few minutes ago as below

29.10.2023 17:47:22	Info	SYS	TR-069 connectivity to (acs.talktalk.co.uk) has been closed
29.10.2023 17:47:19	Info	DHCPC	The WAN DHCP client IP address 78.147.219.88
29.10.2023 17:46:45	Info	DHCPC	WAN DHCP client (1) started
29.10.2023 17:46:43	Info	XDSL	VDSL connectivity is up port 1
29.10.2023 17:46:14	Warning	DHCPC	WAN DHCP client (1) stopped
29.10.2023 17:46:13	Info	XDSL	VDSL connectivity is down port 1

[Divsec]

Hi @AnnieMin your post has been escalated and you should hear tomorrow.

Do you, by good fortune, have a spare router you could try for a few hours today?