Openreach modem: connection dropouts

[speedzilla]

I have Fibre250 with the MT992 G.fast modem and a separate router.

Over the last months, the modem loses the internet connection intermittently (internet LED is off, see photo). It will usually resync with the network after a few minutes, but in the mean time there will be no internet. It's very disruptive, particularly for active zoom/teams calls. It can happen several times a day, or not at all.

modem

I registered a fault with TT and went thru multiple line tests. One of them indicated an issue and an Openreach engineer attended the cabinet (but not my house). They said it was solved but it isn't. I suspect it's not an issue in the cabinet and a good start would be to replace the modem.

I tried different routers and that isn't the issue. The issue is the modem losing sync. It seems I am not alone experiencing this, with other posts on the same topic on reddit and here. For example:

https://community.talktalk.co.uk/t5/Broadband/OpenReach-modem-dropping-internet-connection-periodica...

TT can you help with this?

[Chris-TalkTalk]

Hi speedzilla,

I've sent you another PM

Chris

[Chris-TalkTalk]

Hi speedzilla

I've sent you a PM

Chris

[speedzilla]

Thanks, I'll follow up in PM

[Chris-TalkTalk]

Ok, if you'd like us to arrange the engineer visit 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.
• Confirm your mobile number

I've also sent you a PM to confirm some other details

Thanks

Chris

[speedzilla]

yes please

[Chris-TalkTalk]

OK  thanks. We can arrange an engineer visit to investigate. If you'd like me to do this please let me know and I'll confirm some details with you

Chris

[speedzilla]

yes

[Chris-TalkTalk]

No non-available seconds showing for the 21st and no errored seconds. The disconnection on the 20th is showing but for a much shorter time. Nothing showing at all for yesterday, zero unavailable seconds all day and zero errored seconds.

The disconnection on the 14th is showing, 284 unavailable seconds

The outage yesterday, did the lights on the modem indicate a loss of connection?

Chris

[speedzilla]

Hi Chris

Appreciate you checking on the OR website.

My data and experience are a little different.

Uptime robot reports an outage on 21/6 at 2237 for 3'35" and 20/6 at midnight for 4'47" and 14/6 at 1741 for 1'10".

It doesn't report the outage I had yesterday, 26/6, for about 5min between 1700-1800.

Whether the disconnections show or not, I definitely experience them. What's the best next step to resolve this?

[Chris-TalkTalk]

Hi speedzilla,

I've checked the real time data for your line on the Openreach website for the last week or so, this shows non-available seconds on an hour by hour basis. The only disconnections that I can see are one for 84 seconds just after midnight on the 20th and one for 80 seconds in the early hours of 23rd. There are no disconnections showing since the 23rd.

Chris

[speedzilla]

Dropouts are usually 3-5 mins long so I don't always spot them if I'm not using the network at the time. Surely feels like more than twice over 11 days. I installed a port monitor that alerts me when a port is down (which is when the internet is down). Last instances are 14/6, 20/6, 21/6. But it does not track very short outages. The internet LED is off during an outage, and this affects wired devices and wireless devices. The netgear router is working fine and devices are connected to it wirelessly, but there is no internet on the WiFi network when the modem is not cooperating.

[Anonymous]

Morning,

I'm sorry to hear this. I've run a test on the line now which is clear and I can see 2 re-connections over the last 11 days. Has the connection been dropping more than this? Have you noticed if any of the lights change on the router or the Openreach modem when this happens? Does this also affect any devices connected wired?

Thanks

[speedzilla]

Hi Chris

Can we pick this up again?

Still facing the same issues- repeated, short, disconnections. Can happen more than once a day.

I had an Openreach engineer visit recently for an unrelated matter, replaced the whole cable leading up to the house, but disconnections are still abound.

Can you help?

[Chris-TalkTalk]

OK thanks

[speedzilla]

I’ve turned them off and on and will now monitor disconnections for a few days to see if they persist. 

[Chris-TalkTalk]

OK, Could you switch the modem and router off for 30 minutes then switch back on and monitor to see if the disconnections continue. If they do then the next step will be to arrange an engineer visit

Chris

[speedzilla]

Just one master socket and only the modem connected to it.

[Chris-TalkTalk]

OK thanks. How many telephone sockets do you have? Do you have anything connected to your telephone socket(s) in addition to your modem

Chris

[speedzilla]

Hi Chris,

Thanks for looking at this.

I've never had a landline phone connected to the socket...

[Chris-TalkTalk]

Hi speedzilla,

Line test is passing but  I can see that there have been some reconnections over the last few days. Are you experiencing any problems with your telephone service, any noise on the line?

Chris