WIFI OPTIMISATION

[Chris1012]

I recently switched to Talktalk broadband and I'm having issues with WIFI optimisation and channel hopping causing certain devices to disconnect from the WIFI network. From reading these pages I understand that a Talktalk employee can disable this feature on my router? Please can this be actioned?

[Debbie-TalkTalk]

Hi Chris

We can only rule out the router once you have received the new one we've sent.

No line faults have been detected on Openreach tests. The fault has been raised on our side to say a fault has been reported with the connection (by yourself) Once the router has been tested then I can book the engineer for you.

[Chris1012]

Hi Debbie,

You say no faults have been detected, so why does my Talktalk account show a fault with reference number REP-14310214 and say 'We've found an issue with your connection and need to speak with you'? I spent ~3 hours on chat yesterday evening (I saved the transcript when I was cut off), the agent ran several line tests and said 'We can see the line test still indicating an internal wiring issue after your equipment was disconnected, so this will need further investigation.' This was with the router attached to the test socket, so 'internal wiring' is not relevant (there is no internal wiring anyway, no extensions, no other phone sockets). Does this mean a fault with the router since this was the only 'wiring' connected to the test socket?

[Debbie-TalkTalk]

Hi Chris

There have been no faults detected on the line tests.

Would you like me to book an Openreach engineer visit? (to the property)

[Chris1012]

Hi Michelle,

Just to update you. This afternoon around 4pm I had yet another VDSL dropout (~10 so far today). I ran the online connection test from my account and it showed a fault (REP-14310214) and said to contact Talktalk via chat. I started this around 6pm, was cut off several times, went through lots of line checks etc etc etc and was told there was a fault on the line just as 9pm came around and the chat was cutoff!! Having to spend ~3 hours on chat was not a very good customer experience, but being rudely cutoff with no warning at 9pm was definitely the worst part. Is it possible for you to please find out what is going on with the line fault?

[Chris1012]

Thanks Michelle,

I'll await the new router and report back. Luckily since ~10.30am the dropouts have 'calmed down' and I can use the internet again. It's almost like someone was working in the cabinet/exchange for 10-15mins between 10.12am and 10.25am today and this constantly interrupted my line connection! 

[Michelle-TalkTalk]

Hi Chris,

Thanks for confirming. That's all the checks we require, apart from testing the replacement router. The next step would be to arrange an engineer visit to the property.

Michelle

[Chris1012]

Hi Debbie,

Yes, it's been there since Friday morning

[Debbie-TalkTalk]

Hi Chris

Is the router still at the test socket?

[Chris1012]

Hi Debbie,

Is there anything I can try now since the internet is virtually unusable at present? I've had 5 dropouts in just the last 15 mins.

13.05.2024 10:25:42	Info	DHCPC	WAN DHCP client (1) started
13.05.2024 10:25:40	Info	XDSL	VDSL connectivity is up port 1
13.05.2024 10:25:10	Warning	DHCPC	WAN DHCP client (1) stopped
13.05.2024 10:25:10	Info	XDSL	VDSL connectivity is down port 1
13.05.2024 10:19:51	Info	DHCPC	WAN DHCP client (1) started
13.05.2024 10:19:49	Info	XDSL	VDSL connectivity is up port 1
13.05.2024 10:19:19	Warning	DHCPC	WAN DHCP client (1) stopped
13.05.2024 10:19:19	Info	XDSL	VDSL connectivity is down port 1
13.05.2024 10:14:46	Info	DHCPC	WAN DHCP client (1) started
13.05.2024 10:14:45	Info	XDSL	VDSL connectivity is up port 1
13.05.2024 10:14:15	Warning	DHCPC	WAN DHCP client (1) stopped
13.05.2024 10:14:15	Info	XDSL	VDSL connectivity is down port 1
13.05.2024 10:13:37	Info	DHCPC	WAN DHCP client (1) started
13.05.2024 10:13:36	Info	XDSL	VDSL connectivity is up port 1
13.05.2024 10:13:06	Warning	DHCPC	WAN DHCP client (1) stopped
13.05.2024 10:13:06	Info	XDSL	VDSL connectivity is down port 1
13.05.2024 10:12:47	Info	DHCPC	WAN DHCP client (1) started
13.05.2024 10:12:45	Info	XDSL	VDSL connectivity is up port 1
13.05.2024 10:12:15	Warning	DHCPC	WAN DHCP client (1) stopped
13.05.2024 10:12:15	Info	XDSL	VDSL connectivity is down port 1

[Debbie-TalkTalk]

Hi Chris

Apologies for this.

If the connection continues to drop with the new router, cables and filter then the next step will be an Openreach engineer visit.

Thanks

[Chris1012]

Thanks Debbie,

I hope this can be sorted out soon since the VDSL has dropped 4-5 times already this morning! It wasn't perfectly stable over the weekend with 1-2 drops per day, but that's preferable to 4-5 drops in a couple of hours!

[Debbie-TalkTalk]

Hi Chris

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

[Chris1012]

Hi Michelle,

Thanks for getting back to me. Yes, please send out another router for me to test (my current router is a FAST 5364). So that you know, the VDSL dropped out several times over the weekend (in addition to the dropout on Friday) all while the current router was plugged in to the test socket. Also, there is no additional wiring/telephone points attached to the master socket, it's just the incoming phone line/master socket/router. So there's nothing in the house that could be causing this apart from possibly the router.

[Michelle-TalkTalk]

Morning Chris,

I'm sorry to hear this. The next step will be to test a different router just to rule this out before we arrange an engineer visit. Will this be ok?

Thanks

Michelle

[Chris1012]

Hi Debbie,

The VDSL has just dropped again whilst the router is connected to the test socket. I'm also getting a load of TR-069 failed to connect messages in the router log:

10.05.2024 14:36:57	Info	DHCPC	WAN DHCP client (1) started
10.05.2024 14:36:55	Info	XDSL	VDSL connectivity is up port 1
10.05.2024 14:36:25	Warning	DHCPC	WAN DHCP client (1) stopped
10.05.2024 14:36:25	Info	XDSL	VDSL connectivity is down port 1

10.05.2024 14:37:34	Info	SYS	TR-069 connectivity to (acs.talktalk.co.uk) has failed
10.05.2024 13:59:15	Info	SYS	TR-069 connectivity to (acs.talktalk.co.uk) has failed
10.05.2024 12:44:24	Info	SYS	TR-069 connectivity to (acs.talktalk.co.uk) has failed
10.05.2024 12:04:00	Info	SYS	TR-069 connectivity to (acs.talktalk.co.uk) has failed
10.05.2024 11:43:30	Info	SYS	TR-069 connectivity to (acs.talktalk.co.uk) has failed
10.05.2024 11:36:21	Info	SYS	TR-069 connectivity to (acs.talktalk.co.uk) has failed
10.05.2024 11:33:25	Info	SYS	TR-069 connectivity to (acs.talktalk.co.uk) has failed
10.05.2024 11:31:32	Info	SYS	TR-069 connectivity to (acs.talktalk.co.uk) has failed
10.05.2024 11:30:51	Info	SYS	TR-069 connectivity to (acs.talktalk.co.uk) has failed
10.05.2024 11:30:12	Info	SYS	TR-069 connectivity to (acs.talktalk.co.uk) has failed
10.05.2024 11:29:58	Info	SYS	TR-069 connectivity to (acs.talktalk.co.uk) has failed
10.05.2024 11:29:49	Info	SYS	TR-069 connectivity to (acs.talktalk.co.uk) has failed

[Debbie-TalkTalk]

Hi Chris1012

Apologies for the confusion. Yes we can see the drops/re connections we just couldn't see specific errored seconds during this time.

If the connection is still dropping with the router at the test socket then the next step will be a replacement router (to rule this out) then an engineer visit.

[Chris1012]

Hi Debbie,

I was still having some VDSL dropouts over the week before yesterday's 'mass sync event', but yesterday was the worst. I will post any future VDSL dropouts that occur. Can you see the VDSL dropouts on your system or are these only in the router log?

[Debbie-TalkTalk]

Hi Chris1012

From the test results earlier this morning it suggested that a mass sync event occured which is most likely related to the instability you experienced yesterday.

We can check on this again on Monday to see if the connection has stabilised (as per the message from Openreach)

[Chris1012]

Hi Michelle,

You can't see any errors on the line for yesterday from 4.09pm to 4.43pm? If so, this is very surprising since the router log (below) shows 9 VDSL dropouts during that period and the internet was virtually unusable! I don't have a phone connected so can't comment on any noise on the line.

09.05.2024 16:43:04	Info	DHCPC	WAN DHCP client (1) started
09.05.2024 16:43:02	Info	XDSL	VDSL connectivity is up port 1
09.05.2024 16:42:33	Warning	DHCPC	WAN DHCP client (1) stopped
09.05.2024 16:42:33	Info	XDSL	VDSL connectivity is down port 1
09.05.2024 16:42:01	Info	DHCPC	WAN DHCP client (1) started
09.05.2024 16:41:59	Info	XDSL	VDSL connectivity is up port 1
09.05.2024 16:41:30	Warning	DHCPC	WAN DHCP client (1) stopped
09.05.2024 16:41:29	Info	XDSL	VDSL connectivity is down port 1
09.05.2024 16:41:11	Info	DHCPC	WAN DHCP client (1) started
09.05.2024 16:41:08	Info	XDSL	VDSL connectivity is up port 1
09.05.2024 16:40:39	Warning	DHCPC	WAN DHCP client (1) stopped
09.05.2024 16:40:38	Info	XDSL	VDSL connectivity is down port 1
09.05.2024 16:39:21	Info	DHCPC	WAN DHCP client (1) started
09.05.2024 16:39:19	Info	XDSL	VDSL connectivity is up port 1
09.05.2024 16:38:50	Warning	DHCPC	WAN DHCP client (1) stopped
09.05.2024 16:38:49	Info	XDSL	VDSL connectivity is down port 1
09.05.2024 16:38:29	Info	DHCPC	WAN DHCP client (1) started
09.05.2024 16:38:28	Info	XDSL	VDSL connectivity is up port 1
09.05.2024 16:37:59	Warning	DHCPC	WAN DHCP client (1) stopped
09.05.2024 16:37:58	Info	XDSL	VDSL connectivity is down port 1
09.05.2024 16:36:55	Info	DHCPC	WAN DHCP client (1) started
09.05.2024 16:36:53	Info	XDSL	VDSL connectivity is up port 1
09.05.2024 16:36:24	Warning	DHCPC	WAN DHCP client (1) stopped
09.05.2024 16:36:23	Info	XDSL	VDSL connectivity is down port 1
09.05.2024 16:35:28	Info	DHCPC	WAN DHCP client (1) started
09.05.2024 16:35:26	Info	XDSL	VDSL connectivity is up port 1
09.05.2024 16:34:56	Warning	DHCPC	WAN DHCP client (1) stopped
09.05.2024 16:34:56	Info	XDSL	VDSL connectivity is down port 1
09.05.2024 16:33:34	Info	DHCPC	WAN DHCP client (1) started
09.05.2024 16:33:32	Info	XDSL	VDSL connectivity is up port 1
09.05.2024 16:33:02	Warning	DHCPC	WAN DHCP client (1) stopped
09.05.2024 16:33:02	Info	XDSL	VDSL connectivity is down port 1
09.05.2024 16:10:15	Info	DHCPC	WAN DHCP client (1) started
09.05.2024 16:10:13	Info	XDSL	VDSL connectivity is up port 1
09.05.2024 16:09:44	Warning	DHCPC	WAN DHCP client (1) stopped
09.05.2024 16:09:43	Info	XDSL	VDSL connectivity is down port 1

[Michelle-TalkTalk]

Hi Chris,

I can't see any errors on the line during this time. Have you noticed if there is any noise on the voice service when your connection drops? 

Michelle