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)

[Michelle-TalkTalk]

Hi AnnieMin,

I'm really sorry for the delay. Have you been able to connect since your last post or do you still need help with this?

Thanks

Michelle

[AnnieMin]

Hi,

internet is down, all looks normal but no connection.

 

[Michelle-TalkTalk]

Good afternoon,

I'm glad to hear that the stability has improved. I've not made any changes, however if it hasn't dropped since Friday then it may have been related to the previous outage which the team were working to resolve earlier in the day. Hopefully the connection will now remain stable but please let us know if anything does change.

Thanks

Michelle

[AnnieMin]

Morning,

It has being stable since last dropouts, I saw the gateway IP changed and DHCP allocated another IP for me when reconnected, I assumed you've done something on your side that fix the problem.

Thank you 

Min

[Michelle-TalkTalk]

Morning AnnieMin,

I'm really sorry for the delay. Is your connection still dropping since your last post?

Thanks

Michelle

[AnnieMin]

Now coming back, the disconnection lasted for 5 minutes, during the time the indicator light is white, and the router shows it is well connected, but in fact unable to connect internet.

Attempting to ping the gateway IP or DNS IP results in a time-out.

This issue has occurred at least four times today so far.

Is the talktalk side outage still there?

[AnnieMin]

Hello,

Down again now.

 from router it seems all right, light is white, but no internet connection... use hotspot to post this msg.

.Seems good but

[AnnieMin]

down for 2 minutes this time, now it is up, the light keeps on white. annoying

[AnnieMin]

oh no.... the connection is down again

[Michelle-TalkTalk]

Hello,

Thanks for the update. I've just re-checked for an update and can see that this outage has now been resolved.

Thanks

Michelle

[AnnieMin]

the speed is also OK now at 74Mbps.

[AnnieMin]

Hi,

Thank you for the update, the internet is coming back now.

I just went downstairs to ground floor to see if anybody was touching the exchange, but nobody was there.

[Michelle-TalkTalk]

Hi again,

Update - This may be related to an outage which our team are looking into. I'll post back as soon as I know more.

Thanks

Michelle

[Michelle-TalkTalk]

Morning,

I'm really sorry to hear this. I've re-run the line test now which is clear and I can see 1 re-connection in the last 8 days. Are you still seeing the amber light on the router now? Is the voice service ok, do you have a dial tone?

Thanks

Michelle

[AnnieMin]

Hi,

I just want to report the faulty coming back again.

The internet connection is totally cut off  right now..... the router's light shows solid amber,  restart the router already but not coming back.

please help.

[Michelle-TalkTalk]

No problem, please let us know how you get on 🙂 

Michelle

[AnnieMin]

Thank you for your advise I would like to try if I have some free time .

I was told the root cause is a physical issue at the exchange inside the building, Openreach is planning to replace something at exchange,

but this would not proceed until a third party completes some repair works on the building.

Thanks

[Michelle-TalkTalk]

Hi again,

Thank you for the update. I've had a look at your connection stats now and the sync speed looks ok. Could you try powering down the router for a full 30 minutes and then retest the speed again please as this will reset the current session and can often increase the throughput speed.

Please let us know how you get on 🙂

Thanks

Michelle

[AnnieMin]

Good morning,

The connection has remained stable for over 5 days since the Openreach visit, which is positive news. However, the speed remains low, with the download speed (DS) under 40Mbps, despite the router saying 80Mbps, which is not reflective of the actual speed.

According to the Openreach engineer's comments, resolving this issue might take a considerable long time.

Kind regard

not realonly half speed

[Michelle-TalkTalk]

Morning Annie,

How are you getting on?

Thanks

Michelle