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Error reference: Intermittent Sync

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FunkyFerret
Popular Poster

My internet connection has always dropped occassionally but this last few weeks it's got to the stage it's unusable and frustrating beyond belief

 

The internet light is red more often than a set of traffic lights. 10 times it happened last night just during a 1/2 hour program. I've resorted to putting on a DVD. This is pretty much constant now and you just can't do anything for a prolonged period of time (more than a few minutes) 

 

If I am using my PC I'll get the "Error reference: Intermittent Sync" splash screen.

 

I've tried changing the filter and the line isn't noisey. I have restarted the router many MANY times.

 

Advice appreciated! Thanks

Community Team

Hi Funky Ferret

 

I'm really sorry to hear this.

 

I've completed a line test which has detected a possible voice fault. Have you tried making a couple of test calls from your landline just to see if there are any issues?

 

Have you tested with a different router at the test socket?

 

Thanks

 

Debbie

FunkyFerret
Popular Poster

There doesn't appear to be any noise on the line. I will try another call tonight - However, had phone calls with no issue. Either way, that fault needs attending to.

 

Unfortunately I don't have another router to test.

 

Bizzarely after posting yesterday it was the best it's been in ages and I actually got through a couple of on-deman programs with no issues but then it went bad again.

 

Thanks

Jason

Community Team

Hi Jason

 

Thanks for your reply.

 

I can send a replacement router for testing to rule out any possible faults with your router. Would you like me to arrange this?

 

Thanks

 

Debbie

FunkyFerret
Popular Poster

It would be appreciated as we are desperate to resolve this. The wife can't spend 6 hours a night on Facebook and it's causing issues ;-)

Community Team

Hi Jason

 

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 :-)

FunkyFerret
Popular Poster

That's great - will do.

 

Thanks

Jason

Community Team
FunkyFerret
Popular Poster

OK, we had great success at first - no problems for about 3 days. Then more disconnections / red light.  It is getting more frequent and a real pain TBH.

 

Please can you look into this again as you can't enjoy movie etc with this keep happening?

Community Team

Hi Funky Ferret

 

I'm really sorry to hear this.

 

Can I just check which router you are using? (make and model)

 

Thanks

 

Debbie

FunkyFerret
Popular Poster

It's the one you just sent me. The D-Link  DSL-3782

 

 

Community Team

Hi Funky Ferret

 

Was your previous router also a DSL3782? I think we should send a HG633 router for testing.

 

Thanks

 

Debbie

FunkyFerret
Popular Poster

Sorry, I didn't make a note of the model number but visually it was different. I sent it back to you in the prepaid envelope after two faultless days with the new one (only to find the problems reappear).

 

Are you sure this is router related? However, I'm happy to go with anything if it might lead me to a usable service. It's just an evening of frustration every single day not to mention the daytime problems my 2-year old has trying to watch her things.

 

 

Community Team

Hi Funky Ferret

 

Apologies that this fault is still ongoing.

 

The line tests are not detecting any faults. The HG633 router is on its way, please allow 24-48hrs for this to arrive.

 

If the dropping connection fault is still present then we can raise this over to our Network Team for investigation.

 

Thanks

 

Debbie

FunkyFerret
Popular Poster

The one you recently sent was the same as the one I had initially. Sorry but it is still the same.I swapped over the router and changed the filter too.

 

I am at the end of my tether with this now. It's going for big chunks of time and it's just not fit for purpose. I sit down after a long day and just want to watch some on demand programs.  Surfing the net is obviously also problematic. This afternoon my wife called me as she is trying to get some coursework done and it went for 1/2 hour in one block - this is in amongst the constant shorter term dropouts.

 

We are paying for a service that we are just not getting. You are saying there is nothing wrong with the line but, to be honest, I don't really want to be playing the new router game any more. I'm sick of staying late at work because I can't rely on getting jobs done later at home.

 

I cannot express strongly enough how bad this is. It's not the occassional dropout. It is multiple times per hour.

 

At the very least you need to be offering a refund for the lack of service and we need to discuss ending my contract if you are unable to find a fault and fix it.

 

 

 

 

 

 

Community Team

Hi Funky Ferret,

 

Apologies for any inconvenience caused by this issue, I know it must be frustrating. I've raised this to our network team for further investigation, but as it's likely to need an engineer visit can you please confirm the following:

  • That you accept potential Engineers charges
  • Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

To confirm you're the account holder can you PM (Personal Message) me with the following information: 

  • Full Name
  • Home telephone number
  • Are you the account holder
  • How do we send the bills to you each month
  • What package do you have with TalkTalk

    Note: Please do not post personal information directly in the Forums.

Thanks

Chris

FunkyFerret
Popular Poster
Hi Chris

A visit would be very much appreciated. Last night was particularly shocking.

PM sent

Thanks
Jason
Community Team

Thanks for the PM, I've replied requesting a bit more information 

 

Chris

Community Team

Hi Jason,

 

I've asked our network team for an update and passed on your availability if an engineer is required, If you don't hear anything later today can you bump your thread again tomorrow


Thanks

Chris

Community Team

Hi Jason,

 

We've received an update from our network team saying the issue is now resolved, Could you please monitor your connection over the weekend and let us know how you get on

 

Chris