Line dropping out

[Patacoco]

Hi,

Every day at certain times my line completely drops out and resets. It's becoming quite an issue as I use the internet for work and communications. 

I have tried keeping it connected to the test socket under the faceplate but that has not seemed to solve the issue.

I also changed the filter and the micro filter. 

I am using the TalkTalk Wi-Fi Hub version SG4K10001400t.

I am unsure as to why this is occuring, could someone please help me in fixing this?

Any further information that is needed please do let me know. 

Currently internet is connected directly to the test socket for any tests you may need to perform.

The logs are full with errors such as this: 

18.11.2018 03:29:28	Warning	DHCPC	
The WAN DHCP client process has successfully been terminated on Vlan 36
18.11.2018 10:22:51	Warning	DHCPC	
The WAN DHCP client process has successfully been terminated on Vlan 36
18.11.2018 15:01:55	Warning	DHCPC	
The WAN DHCP client process has successfully been terminated on Vlan 36
19.11.2018 12:25:37	Warning	DHCPC	
The WAN DHCP client process has successfully been terminated on Vlan 36
19.11.2018 23:29:57	Warning	DHCPC	
The WAN DHCP client process has successfully been terminated on Vlan 36
20.11.2018 06:16:26	Warning	DHCPC	
The WAN DHCP client process has successfully been terminated on Vlan 36
20.11.2018 07:02:57	Warning	DHCPC	
The WAN DHCP client process has successfully been terminated on Vlan 36
20.11.2018 07:04:23	Warning	DHCPC	
The WAN DHCP client process has successfully been terminated on Vlan 36
20.11.2018 09:45:51	Warning	DHCPC	
The WAN DHCP client process has successfully been terminated on Vlan 36
20.11.2018 09:58:17	Warning	DHCPC	
The WAN DHCP client process has successfully been terminated on Vlan 36
20.11.2018 10:19:00	Warning	DHCPC	
The WAN DHCP client process has successfully been terminated on Vlan 36
20.11.2018 14:01:05	Warning	DHCPC	
The WAN DHCP client process has successfully been terminated on Vlan 36
20.11.2018 16:30:48	Warning	DHCPC	
The WAN DHCP client process has successfully been terminated on Vlan 36
20.11.2018 17:57:14	Warning	DHCPC	
The WAN DHCP client process has successfully been terminated on Vlan 36
21.11.2018 08:39:10	Warning	DHCPC	
The WAN DHCP client process has successfully been terminated on Vlan 36
21.11.2018 18:24:35	Warning	DHCPC	
The WAN DHCP client process has successfully been terminated on Vlan 36

[OCE_Debbie]

Hi Patacoco 

I'm sorry to hear this.

I've completed a line test which has detected a possible fault.

Is your landline service working ok when making calls?

Thanks

Debbie

[Patacoco]

Yes, I can make and receive calls just fine. 

[Patacoco]

An engineer came tonight, was not aware I had one booked. I am thankful he did. He ran some tests on the line. Hopefully the problem has been solved or is being looked in to.

[OCE_Michelle]

Hi Patacoco,

Just to confirm, is your connection still dropping at the moment?

Thanks

[Patacoco]

Sadly yes, just happened now. Not exactly how I wanted to spend my saturday night.. Frustrated.

24.11.2018 13:35:20	Warning	DHCPC	
The WAN DHCP client process has successfully been terminated on Vlan 36
24.11.2018 19:24:48	Warning	DHCPC	
The WAN DHCP client process has successfully been terminated on Vlan 36
24.11.2018 20:26:31	Warning	DHCPC	
The WAN DHCP client process has successfully been terminated on Vlan 36
24.11.2018 20:35:44	Warning	DHCPC	
The WAN DHCP client process has successfully been terminated on Vlan 36
24.11.2018 20:42:19	Warning	DHCPC	
The WAN DHCP client process has successfully been terminated on Vlan 36

[OCE_Michelle]

Hi Patacoco,

I'm sorry to hear this. I've passed the intermittent connection over to our Network Team now. If you don't hear back by the end of today then please can you bump your thread and we can re-check for an update for you.

Thanks

[Patacoco]

bump

[OCE_Michelle]

Hi Patacoco,

The next step will be to arrange an engineer visit so I've sent you a Private Message to confirm some details.

Please do not post any personal information on the Community, reply via Private Message (PM) only.

Thanks

[Patacoco]

Is this necessary? I already had an openreach engineer come out and run tests. I do not want a talk talk engineer to come out to not find a problem and then be charged for no reason at all.. There is a new openreach socket on the house which got replaced when engineer came out. 

Would it be possible to send a new talk talk wifi hub to rule out potential fault with it?

[OCE_Chris]

Hi Patacoco,

I've ordered you another router to test with, should be with you within a couple of working days but please allow up to 5 working days for delivery 

Thanks

Chris

[Patacoco]

Sadly the new router has not solved the issue.. 

 I read on other posts with the same issue, I am not meant to be on Vlan 36.

If this is the problem? I did check in the settings and I'm set to 101, so maybe something is confusing it?

Date/Time	Severity	Module	Message
03.12.2018 17:41:08	Info	XDSL	
VDSL connectivity is down port 1
03.12.2018 17:41:08	Warning	DHCPC	
The WAN DHCP client process has successfully been terminated on Vlan 36
03.12.2018 17:41:30	Info	IGMP	
IGMP join received (239.192.152.143)
03.12.2018 17:41:39	Info	XDSL	
VDSL connectivity is up port 1
03.12.2018 17:41:41	Info	DHCPC	
The WAN DHCP client process has successfully been launched on Vlan 36
03.12.2018 17:41:59	Info	SYS	
Modem login was successful
03.12.2018 17:42:00	Info	IGMP	
IGMP join received (239.192.152.143)
03.12.2018 17:42:11	Info	DHCPC	
The WAN DHCP client IP address 92.19.200.237
03.12.2018 17:42:11	Info	IGMP	
IGMP join received (239.192.152.143)
03.12.2018 17:42:13	Info	SYS	
TR-069 connectivity to (acs.talktalk.co.uk) has been closed
03.12.2018 17:42:30	Info	IGMP	
IGMP join received (239.192.152.143)
03.12.2018 17:43:00	Info	IGMP	
IGMP join received (239.192.152.143)
03.12.2018 17:43:30	Info	IGMP	
IGMP join received (239.192.152.143)
03.12.2018 17:44:00	Info	IGMP	
IGMP join received (239.192.152.143)
03.12.2018 17:44:30	Info	IGMP	
IGMP join received (239.192.152.143)
03.12.2018 17:45:00	Info	IGMP	
IGMP join received (239.192.152.143)
03.12.2018 17:45:30	Info	IGMP	
IGMP join received (239.192.152.143)
03.12.2018 17:46:00	Info	IGMP	
IGMP join received (239.192.152.143)

[OCE_Michelle]

Hi Patacoco,

Thanks for testing this. Just to confirm, do any of the lights change on the router when the connection drops as the connection does look stable for almost 6 days. Is this also affecting wired devices?

Thanks

[Patacoco]

Yes it goes and flashes Amber for 10-15 seconds. Then it reconnects back to the Internet(white and Amber). 

Yes affects wired device. My desktop is wired directly so I notice it right away. 

[OCE_Michelle]

Hi Patacoco,

Thanks for confirming this. I've passed this back to our Network Team and I'll let you know as soon as I receive an update back.

Thanks

[OCE_Michelle]

Hi Patacoco,

I've received an update to advise that the fault has been passed to BTOR for investigation and we should receive a further update within 48hrs.

Thanks

[Patacoco]

Thank you for your continued assistance with this matter.

[OCE_Michelle]

Hi Patacoco,

You're welcome 🙂 Please can you bump your thread on Thursday and we can re-check this again for you.

Thanks

[Patacoco]

BTOR have been and examined the connections in the flat and where the lines come in for the flats. Apparently they replaced an old connection outside. Hopefully this has solved the intermittent issue. :rockfingers:

Wait and see, I'll let you all know in a couple days.

[OCE_Debbie]

Hi Patacoco 

Thanks for keeping us updated.

Please let us know if you do experience any further issues.

Debbie