Strange Contradiction regarding internet access

[drscarb]

When I check my network status on 192.168.1.1 it tells me that I have no internet access:

But,  when I check in My Account:

What's going on? Do I need a new router?

[Debbie-TalkTalk]

Hi drscarb

No problem. If you do experience any issues with the performance of the connection then please post back here to let us know.

Thanks again.

Debbie

[drscarb]

Internet appears to be working well. No dropouts  - yet! Still some strange anomalies in your line checking software, though. The Wi-Fi hub still says the internet connection is disconnected, but my account dashboard says the internet connection is OK - which it is.  

As long as my internet connection stays good I'm happy.

Thanks for following all this up.

[Debbie-TalkTalk]

Hi drscarb

How was the connection yesterday after we optimised the connection?

[Debbie-TalkTalk]

Hi drscarb

The line tests are all clear, no faults detected.

The SNR is dropping a bit low so I have reset DLM and optimised the connection.

Please let us know how the connection compares over the next few days.

Thanks

[drscarb]

People calling us have reported "scratchy" connections and have had to redial. Calling out usually seems OK, though.

[Chris-TalkTalk]

Hi drscarb,

Could I just ask, is your telephone service working OK?

Chris

[KeithFrench]

Hi @drscarb Thanks for that, it must be something to do with the line or card in the exchange then. I'll ask TalkTalk to investigate this.

[Debbie-TalkTalk]

Hi drscarb

Apologies for the delay. I've just checked and the firmware version is 174.

@KeithFrench

[drscarb]

There appears to be only one socket behind the faceplate of the Openreach master socket:

Openreach socketI tried what you suggested with the new filter that came with the replacement router,  but as of now the Wi-Fi hub dashboard is still showing the internet connection as Disconnected even though it continues to appear to be working normally.

[KeithFrench]

Yes, I know the router was swapped out. You can tell the firmware by looking at any page in the Sagemcom & it is shown along the bottom left, where it says version:-

Example of f/w V174

With it being ordinary broadband, I would suspect either the line or the line card in the exchange. However, before going down that route, have you tried the router connected via a new filter to the test socket that is located behind the master socket's removable faceplate (assuming your master socket is not too old)?

[drscarb]

Thanks for taking an interest. I have ordinary ADSL. I am running the replacement router TalkTalk sent me, but I don't know what firmware it's running. I'm sure you can tell me how I can find out!

[KeithFrench]

Hi @drscarb 

Whilst I have never seen this before, as I said earlier, what firmware is it running? It possibly has not updated to V174 yet, but may do so overnight.

Other than that, as it is not the router, there must be something that it does not like with the broadband. Do you have ordinary ADSL, FTTC or full fibre?

[Debbie-TalkTalk]

Hi drscarb

This may update over the next few days. If you do experience any issues with the connection then please let us know.

Thanks

[drscarb]

Not as far as I can tell.

[Debbie-TalkTalk]

Hi drscarb

Just to confirm, is this message affecting any aspects of the connection at all?

[drscarb]

Just tried it. No change!

[Debbie-TalkTalk]

Hi drscarb

Thanks for keeping us updated. Have you tried factory resetting the router for ten seconds?

[drscarb]

Thank you for sending the replacement router so quickly. Everything is connected and internet connection appears to be working well. My PC tells me that I am connected to the internet:

However, when I go to 192.168.1.1 it still tells me that the internet is disconnected. The following screen grab was taken just now:

My PC is connected to the router via ethernet cables and a tp-link powerline network. I have tried connecting to the WI-Fi hub dashboard from my iPad with the same result.

I am happy that I appear to have reasonably good internet access, albeit with occasional brief drop-outs, but it would be good to know what is causing this anomaly.

[Debbie-TalkTalk]

Hi drscarb

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

Let us know how the connection compares with this router.

Thanks

Debbie

[drscarb]

Thank you for responding so quickly. Yes, that sounds like a good idea. I look forward to testing a replacement router.

Thanks again.