Broadband drop outs

[DazWorld]

Hi, 

I'm a Fibre 65 customer, I've been experiencing drop-outs and have been sent a new router as the tech support thought it was router related.

I've plugged the new router in, new psu, new network cable but I'm still seeing drop-outs.

It's not wifi related, I'm working from my usual desk position, Apple TV also buffers while not getting any internet.

The only thing that's not been replaced is the power supply to the box on the wall.
When there is a drop-out, I get three solid lights on the wall box and a flickering ethernet light.

I've set up a ping log on my laptop which checks for internet connectivity but I can't see how to set up logging on the router - It's set to Debug or Lower but there are no logs in the list.

The support guy is calling me back tomorrow but I just thought I'd ask if anyone has had a similar thing happen?

Thanks,

Darren

[nomfezeko-TT]

Thank you so much @DazWorld for getting back to us, please also keep us updated this side on how things are going. 

[KeithFrench]

Hi @DazWorld 

Possibly more than just the filter, but it is worth checking with them anyway.

[DazWorld]

Just to add to this. There was a big outage between 13:12 and 13:21 - this time I notice that the 'Service' light on the ONT was out completely.

@nomfezeko-TT - I have a call later with Oli to check on the new router, I'll let him know where we're at.

[nomfezeko-TT]

@DazWorld, I am so sorry for the issues you are experiencing, please let us know if you'd need further support or clarity, we'll be here to help you. 

[nomfezeko-TT]

Thank you so much @KeithFrench for helping out. 

[KeithFrench]

Hi @DazWorld 

In that case, there could be another issue. Have you asked the Full Fibre Helpdesk if you are on the correct CityFibre profile? It should be profile "T".

The TalkTalk support staff on this forum do not have access to the Full Fibre systems. Therefore, you will need to contact the Full Fibre Helpdesk on: 0345 172 0074.

Their opening hours are Monday-Friday 08:00 to 19:00, Saturday 09:00 to 18:00, Sunday: Closed.

[DazWorld]

I've changed my DNS to 8.8.8.8 (just on my MacBook, not on the router) I'm getting the same problems.

Interestingly I'm seeing a pattern of a big drop out around 9am which is leading me to think its an external problem.

Back in Feb, CityFibre were working on our street box and since then I've had colleagues tell me that my Teams calls are poor quality. I'm wondering if it's a congestion thing in the box.

The only thing I haven't changed is the ONT and the ONT power supply.

[KeithFrench]

That does sound like a DNS issue, then. Domain names such microsoft.com cannot be routed across an IP network. DNS is required to find out MS's IP address and the request goes out using a destination IP address, not the domain name.

If you are using Windows, then please PM me (to protect your privacy) the output of this command from the Command Prompt when the PC is connected OK:-

ipconfig /all

[DazWorld]

Thanks for the advice - I've updated the ping to google.co.uk.

I never lose the wifi signal to the router - it just doesn't give me internet.

[KeithFrench]

Currently, no, you cannot get the logs working. Please can you change your PING to:-

ping google.co.uk

All your current ping proves is that you can reach the DNS server (assuming that the device is using Google DNS, of course), it does not prove if the DNS process is working or not.

I thought that you said in your opening post that the issue could not be Wi-Fi related. Are there any Ethernet-connected devices that fail as well?

[DazWorld]

I'm pinging Google (8.8.8.8) via wifi. I'm not hooked up to ethernet at the moment but it would be worth a try to see if the results any different (although, with a second router, probably not likely).

Is there a way to get the logs working?

[KeithFrench]

Thanks, that sounds like the issue is not related to the internet connection itself. The log from the router is the best way forward, in case these are short-duration dropouts. However, there is a bug in V208 firmware on this router that has disabled the log. I can easily see why the agent thought that the router was at fault; that would have been my first suspicion as well. It is very unlikely that two routers would have the same fault on.

I assume from your initial description that your main PC is connected to the router via an Ethernet cable?

When you use the pings, are you targeting the router's IP address or somewhere on the internet? If the destination of the ping is out to the internet,  are you specifying the domain name or its IP address? It is best to ping a domain name, in case the problem is DNS-related, in which case the internet link over the fibre would still be up.

The information below is provided by TalkTalk. For confirmation, please contact @Lorrainef, the manager of the TalkTalk support staff on this forum.

KeithFrench is one of our valued Community Stars and can help with a range of issues related to wireless and networking. At times, he may ask you to send him test results via a Private Message to help analyse/diagnose an issue. Although Keith does not work for TalkTalk, he very kindly shares his time and knowledge to help others.

If you need further help or if we need to take any details such as personal information about your account, like phone numbers, account numbers, etc, one of the TalkTalk team will jump in and help out.

[DazWorld]

Thanks for the reply.

The router is a FAST 5464-2 T4
I believe it's full fibre as they recently disconnected the copper connection.
The ONT has a lights for Power, Broadband, Service and Ethernet - the Ethernet light flickers quickly. The router light stays white when I lose internet.

[KeithFrench]

Please can you elaborate by answering these questions:-

1. How is your Fibre 65 provided, by fibre to the cabinet & copper cables to your property or full fibre direct to your property?
2. It sounds like Full Fibre from your description. If so, there are different models of ONT (wall box). Exactly what are the lights that remain on?
3. What make/model of router do you have?
4. When the dropouts happen, what is the light displaying on the router?