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For queries about your TalkTalk broadband service.

Router loses connection - Only when accessing online games

Shaun43
Team Player
Private Message TalkTalk
Message 56 of 56

This issue has been ongoing for some time and I'm all out of avenues for a resolution. So if anyone can look at the info below and come to any solution that'd be much appreciated, as my current one is "wait for fibre". (satellite internet / cellular options aren't viable)

 

The issue:

The internet is 95% of the time completely fine. Until I try to play a online game where I'll be loading say more than 4-5 other peoples data in-game (happens noticeably more frequently).  The router will randomly completely lose it's connection and the lights flash orange. It will automatically reconnect. It can then immediately re-occur when reconnecting to the game or happen 6-7 more times spread out or not at all and be fine. The disconnects will happen everyday without fail but is fully capable of running the games for multiple hours without a problem.

 

I've never had an issue like there where the internet fully stops, usually you'd get high latency as the bandwidth drops, which happens easily when downloading with my speeds. Side note, sometimes crashes do occur while not on a game, but this is exceedingly rare.

 

Details:

  • Max D/L speed from exchange 42Mbps. Speed tests tend to sit around 25-30.
  • Distance to exchange is quite far and its copper cable into the home.
  • Main access to the internet is on the computer via ethernet cable.
  • Throughout the day there are also random ping spikes and guaranteed ping spikes at set times (two set times twice a day, i.e 02:15 and 14:15, 07:15 and 19:15)
  • Flat Building with 6 homes total in this block.

Attempts to resolve:

  • Keeping a record of all the disconnects and there is no pattern other than the one above.
  • Use a different PC.
  • Simple turn router off and on or factory resets.
  • Run talk talk router in modem mode and relay it into my own third party router.
  • Replace all cabling/fixtures including trying other sockets that aren't the master one.
  • 4 new routers provided by talk talk.
  • Calling talktalk support far too many times going through the same useless loop of them running tests and telling me there is nothing wrong.
  • 4-5 talk talk engineers coming to the home to run the same tests.
  • 3-4 BT openreach engineers trying multiple things. Lift and shift, rebuilding the radius, tidy up connectors. All of which when running their tests tell me nothing is showing at fault.
  • See if neighbours have similar issues - none play games to my knowledge so not conclusive.
  • Turn off everything feasible at the switchboard/sockets to try and eliminate REIN/SHINE.
  • Running as many downloads and internet using software outside of games at once to simulate high download/upload usage. Does not cause crashes, but extremely slow speeds. (youtube videos, steam downloads, spotify, netflix, twitch, chrome tabs etc.

Thanks for reading, any help appreciated.

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55 REPLIES 55

Message 1 of 56

If the connection is stable after an engineer visit but then deteriorates again after a few days, this is usually because DLM has been reset and is then moving to faster profiles but that isn't the case here, your line profile hasn't changed since the 9th and the previous 2 profiles were slightly faster

 

Chris

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Message 2 of 56

The stable period does appear to follow an Openreach engineer visit. It doesn't seem a plausible fix to have an engineer visit every 8 days.

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Message 3 of 56

The only thing that we can really do is arrange another engineer visit


Chris

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Message 4 of 56

I only play games in the evening so I'll know then.

 

Are there any other things that can be done to look into a fix or is it exhausted?

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Message 5 of 56

OK thanks. How has it been so far todays?

Chris

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Message 6 of 56

I recorded what I was doing for each crash:

  1. A game was open but not in a session, in discord voice chat with 6 others and watching a live stream.
  2. I was accessing a live game for all other crashes. (also in discord voice with 1 other for all of these)
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Message 7 of 56

Hi Shaun,

 

Did the connection drops occur again when accessing online games?

Chris

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Shaun43
Team Player
Private Message TalkTalk
Message 8 of 56

It was nice while it lasted, 9 days of no router crashes.

 

Sunday just gone I had 5 router crashes at the following times: 15:01. 15:08, 17:13, 17:15 and 17:55.

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Message 9 of 56

Morning Shaun,

 

Ok, thanks for letting us know.

 

Michelle

 

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Shaun43
Team Player
Private Message TalkTalk
Message 10 of 56

So far still no disconnects, unsure what's causing the spree of stability. I'll continue to monitor as this has happened before.

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Message 11 of 56

Hi Shaun,

 

How are you getting on?

 

Thanks

 

Michelle

 

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Message 12 of 56

OK thanks Shaun. Could you see how it goes over the next couple of days and we'll check in again with you on Wednesday to see how it's been

Chris

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Shaun43
Team Player
Private Message TalkTalk
Message 13 of 56

Borrowed a phone and there was not anything untoward noise wise on dial up or during a call. Tried a couple times at various hours.

 

Side note: I've not had a disconnection since Friday. I don't think its fixed as this happens sometimes, just odd that it can be stable for random brief periods of time.

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Message 14 of 56

Hi

 

Any landline phone will do.

 

Karl.

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.

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Shaun43
Team Player
Private Message TalkTalk
Message 15 of 56

Hi Karl,

 

That sounds like an interesting angle to look into.

 

I shall try and acquire a phone to test this out. Does it need to be anything specific or any landline phone that plugs into the master socket?

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Message 16 of 56

Hi

 

are you able to borrow a phone from a friend or neighbour for 2 minutes just to test your line to see if there is a clear dial tone or any noise or static.

 

Whilst the usual broadband and phone tests are passing and showing clear, I've been looking at some more in depth testing across the line and am showing an increased voltage on the line >7 volts.

 

A-Earth & B-Earth AC voltages too different, ratio > 0.03 (mfl) one or more DC voltage(s) higher than expected, volts > 10.0 volts (mfl) from discharge (mfl) length too different from expected one (mfl)
 

So we could go down the route of a line engineer, but I would like to see what noise i detected at your end.

 

Thanks  

Karl. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.

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Shaun43
Team Player
Private Message TalkTalk
Message 17 of 56

Looks like it may just be a router, that is unfortunate. It would seem I'm stuck with disconnecting internet then. I'm out of ideas to troubleshoot.

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Message 18 of 56

Hi Shaun,

 

Could you confirm that it does have a built in modem and isn't just a router
 

Chris

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Shaun43
Team Player
Private Message TalkTalk
Message 19 of 56

I did try to use this guide when I set it up before and had no luck. The issue being it doesn't really say where I need to apply these settings.

 

When setting up a new connection (as the standard wireless router setup) I get the following options:

  • Automatic IP
    • talk talk does not appear as an ISP profile option, the manual option looks as below
  • Shaun43_0-1725536718228.png

     

  • PPPoE
    • This option leads to a username and password prompt whereby the password cannot be blank as instructed by the guide.
  • The last three also don't have options like the guide.
  • Static IP
  • PPTP
  • L2TP

All the other settings within Wireless, LAN, WAN  etc don't appear to have anything from the guide.

 

 

 

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Message 20 of 56

Thank you for confirming. Did the help guide help?

 

Michelle

 

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