I have reported this in the past and it was never fully resolved I had to put up with WAN interruptions typically 2-3 times a week, Its now much worse with the disconnects being as often as every few hours.
I have been through the support chat multiple times and its been the usual factory reset of router and constantly having to explain the fault to each individual support representative (the fact they don't or can't access previous support ticket information is beyond a joke).
I have asked them not to factory reset the router as it doesnt work, it ISNT a fix and means I then have to setup my SSID and devices all over again.
Currently, I am connected to the master socket using an ADSL filter as requested and it's still occurring. The most recent support exchange resulted in the support representative telling me "its fixed now" when I asked what has been done I was told they have changed my WIFI channel settings I then asked how that would bare any relation to WAN drop out and disconnects and got no answer.
There is clearly some form of line fault or noise levels on the line, Can I please request 2md or 3rd line assistance as I am on the verge of looking into cancellation options based on breach of contract
Please bear with me on this, but as a customer, I rightly have no access to your fault history. The questions that I am about to ask you may have been covered off numerous times before, but as you have not said that you have done these in your opening post, I have no way of knowing this.
Have you tried the router connected to the test socket behind the master socket's removable faceplate with a new filter?
When you lose the connection, what do the lights show on the router (you haven't stated which make/model of TalkTalk router that you are using)?
What about the lights on the router as I asked in my previous reply? With it in the test socket, is the connection stable?
The light is solid white most of the time, when the WAN disconnects the lights go orange and flash as the ADSL connection establishes and then returns to solid white.
All my years in IT tell me this is a line fault or something external, using the FTTC fascia or the inner socket on the master socket results the same unstable connection.
The line was newly installed 3 years ago and no phone/land-line is in use so this can't be a factor
Thanks for that, yes now that I have all the facts, I totally agree with you. I have asked one of TalkTalk's OCEs to pick your thread up and investigate it for you.
The forum is not real-time 24/7 support, so depending on how busy they are & how many are working at any one time, this can take 24 - 48 hrs (excluding weekends & limited cover on Bank Holidays). Alternatively, you can call the call centre or use online chat. The posts are responded to in time/date order, oldest first. So the fewer entries you make on your thread now, the sooner they will pick it up.
To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-
Personal Profile > Personal Information
Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.
I'm sorry to hear this and I'll take a look now. I've run a test on the line which hasn't detected a fault, however I can see quite a few re-connections on the line. Thanks for confirming that the router has been tested at the test socket. Have you also tested with a different router to see how the stability compares?
I have managed to find our original "Super Router - Dlink" which I have now connected and is online but thanks for the offer to send a test router out.
Do I know just need to see how things go with this now the "Wifi Hub" router has been removed to see if the equipment is at fault?
Thanks for your reply.
I've checked the connection stats and I can see some re connections.
If you have tested with 2 different routers at the test socket and the connection is still dropping then the next step will be to arrange an Openreach engineer visit.
Apologies for the delay.
I have provisionally booked the engineer visit for 07/11 AM (8am - 1pm)
I will post back shortly to confirm once this has been confirmed by Openreach.