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Constant Issues

jwatson
Chat Champion
Message 21 of 21

My broadband works for a few days, then plays up! this has been ongoing for months.... and months!

 

15.08.2021 23:55:09 Info XDSL
VDSL connectivity is down port 1
16.08.2021 00:00:24 Info XDSL
VDSL connectivity is up port 1

14.08.2021 21:50:44 Info XDSL
VDSL connectivity is up port 1
14.08.2021 21:46:43 Info XDSL
VDSL connectivity is down port 1

14.08.2021 08:27:00 Info XDSL
VDSL connectivity is up port 1
14.08.2021 08:22:55 Info XDSL
VDSL connectivity is down port 1

13.08.2021 23:16:44 Info XDSL
VDSL connectivity is up port 1
13.08.2021 23:13:18 Info XDSL
VDSL connectivity is down port 1

13.08.2021 22:26:22 Info XDSL
VDSL connectivity is up port 1
13.08.2021 22:22:10 Info XDSL
VDSL connectivity is down port 1

13.08.2021 19:41:13 Info XDSL
VDSL connectivity is up port 1
13.08.2021 19:33:39 Info XDSL
VDSL connectivity is down port 1

12.08.2021 04:43:15 Info XDSL
VDSL connectivity is up port 1
12.08.2021 04:40:52 Info XDSL
VDSL connectivity is down port 1

11.08.2021 03:14:01 Info XDSL
VDSL connectivity is up port 1
11.08.2021 03:11:59 Info XDSL
VDSL connectivity is down port 1

 

 so frustrating! Up and down.... enough is enough!!

 

I am looking at a different provider next week!

 

JW

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20 REPLIES 20

Message 1 of 21

Hi jwatson,

 

If you'd like us to arrange the engineer visit can you confirm:


  • That you accept potential Engineers charges

  • Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

  •  

I've also sent you a PM to confirm some other details 


Chris

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jwatson
Chat Champion
Message 2 of 21

Hi, I did reply a few days ago, but can't see my reply... anyway, yes I need someone to sort this once and for all!

My router went offline 9pm 31/08 - and is still offline 15 minutes later! Typical, right in the middle of watching something on Netflix! This is just not fit for purpose! JW

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Message 3 of 21

We would need to arrange an engineer visit to your home as the line tests are passing. The engineer may not need to enter but you would have to be available in case they do. Let me know if you'd like to go ahead and I'll confirm some details with you

 

Chris

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jwatson
Chat Champion
Message 4 of 21

Hi Chris, yes please... however I'm away from home until Monday Evening, working Tuesday and some of Wednesday, would the Openreach engineer need access, I'm pretty sure the cabling inside my house is OK, the master socket is literally at the window where the cable comes in, and I have no phone line extensions in the house. I think last time someone came out I was out, but he fixed the issue which was at the box in the street.

 

Thanks.. JW

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Message 5 of 21

Hi jwatson,

 

Connection still looks unstable, would you like us to arrange another engineer visit?

Chris

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jwatson
Chat Champion
Message 6 of 21

UPDATE 7am, FRI 27/08: Now down to 16.5mb download! It's getting slower by the day!

 

JW

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jwatson
Chat Champion
Message 7 of 21

UPDATE: Apologies for the delayed update, been working away quite a bit. I have put the TalkTalk WiFi hub back on, and the connection seems to be more stable somehow. However, my download speed has dropped, it used to be 30mb, then 24mb, then 20mb.... now it's dropped to 18mb, the upload is stable at 5.3mb. I remember when an engineer came out a while back, he did some sort of a profile reset? Dunno if this is something that is possible?

 

JW

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Message 8 of 21

Hi

 

No Problem, get back to us on Monday and let us know how things are going.

 

Thanks  

 

Karl. 

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Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


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jwatson
Chat Champion
Message 9 of 21

Hi, thanks Michelle, I'm going to be away from today until Monday next week, so will monitor it then.

 

JW

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Message 10 of 21

Morning,

 

I'm really sorry to hear this. It looks like there was planned engineering work at your exchange out of hours that may have caused this. Would it be possible to let us know if there is any improvement today please? If there is no improvement and the connection is still unstable with 2 different routers at the test socket then the next step will be to arrange an engineer visit to the property.

 

Thanks

 

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jwatson
Chat Champion
Message 11 of 21

Hi Michelle... OK, I tested with the HG633, and about 1am, the connection dropped to the extent that it was unusable. It wasn't flashing offline however, like the Talk Talk Wifi Hub! I had to restart DSL though to get it to work however!

 

Speed tests showed  PING ms 1097 - DOWNLOAD Mbps 0.00 UPLOAD Mbps 4.19!

 

There is obviously something wrong somewhere!

 

JW

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Message 12 of 21

Hi,

 

Thank you. Would it be possible to post back here in 24-48hrs and we can re-check the connection stats again to see how they compare?

 

Thanks

 

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jwatson
Chat Champion
Message 13 of 21

OK, thanks I have connected the HG633 up.

 

JW

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Message 14 of 21

Hi,

 

Thanks for confirming. Would it be possible to test with the HG633 router for 24-48hrs to see if this still occurs as this will help to rule out or confirm if the issue is with the current router?

 

Thanks

 

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jwatson
Chat Champion
Message 15 of 21

Hi Michelle, thanks for the reply. The Router I have is the TalkTalk Wi-Fi Hub - version SG4K10002816t. I have an old Huawei HG633, is it worth me rolling back to the old router?

 

JW

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Message 16 of 21

Hello,

 

I'm sorry to hear this. The line test is clear, however the connection does look unstable. Have you ever tested with the Huawei Wifi Hub?

 

Thanks

 

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Gliwmaeden2
Community Star
Message 17 of 21

Just wondering if it's Homesafe interfering, perhaps @jwatson.

 

Best to wait for staff to reach your thread. I'll escalate it to make sure it's in their workflow. Hopefully a response from them soon.

Gliwmaeden2, a fellow customer.
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jwatson
Chat Champion
Message 18 of 21

BT have been out several times, this has been reported many times! My landline sounds clear, no issues. However I have noticed the router goes offline, usually several times, and usually between 10 and 11pm most days.

 

17.08.2021 22:33:16 Info XDSL
VDSL connectivity is up port 1
17.08.2021 22:30:09 Info XDSL
VDSL connectivity is down port 1

17.08.2021 22:25:33 Info XDSL
VDSL connectivity is up port 1
17.08.2021 22:23:02 Info XDSL
VDSL connectivity is down port 1

16.08.2021 22:40:11 Info XDSL
VDSL connectivity is down port 1
16.08.2021 22:42:46 Info XDSL
VDSL connectivity is up port 1

16.08.2021 22:31:07 Info XDSL
VDSL connectivity is up port 1
16.08.2021 22:29:06 Info XDSL
VDSL connectivity is down port 1

16.08.2021 22:27:27 Info XDSL
VDSL connectivity is up port 1
16.08.2021 22:24:27 Info XDSL
VDSL connectivity is down port 1

 

I'm not sure an engineer coming out will make any difference, I'm convinced this is something at the Talk Talk end. The online line test doesn't throw up any issues either!

 

JW

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Gliwmaeden2
Community Star
Message 19 of 21

@jwatson, you raised this issue here:

 

https://community.talktalk.co.uk/t5/Fibre/Issues-again-keeps-disconnecting/m-p/2799884

 

And previously here:

https://community.talktalk.co.uk/t5/Broadband/Router-broadband-is-up-and-down-like-a-yoyo/m-p/278138...

 

This problem seems to have continued despite what seemed like a solution back in March.

 

It's definitely worth considering getting an engineer to take another look at this - it will be Openreach, whoever you were to jump ship to unless you go for a different network altogether, such as Virgin, so you might as well ask Talktalk to pass this on to Openreach!

 

The last couple of threads, you've not responded to staff offering to send an engineer out, after completing other tests.

 

They couldn't solve anything for you if you don't respond to their offer to help....!

 

 

 

Gliwmaeden2, a fellow customer.
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Skynet_TX
Community Star
Message 20 of 21

Hi @jwatson,

 

Just be aware that if this is being caused by a fault on your phone line then if you move to another provider that also supplies their service down your phone line then you may still experience the same problems.

 

Have you actually reported this issue to TalkTalk before for them to investigate ?

 

It would be worth going to the Service Centre to run a connection test on your line, this will indicate if there is currently a fault affecting your service. You can also access this from the ‘My Account’ site.

 

Also, if you have a landline phone can you check to see if that is working normally (i.e. you have a clear dial tone and no noise on the line).

 

If your master phone socket has a test socket then you could also try the router in there, that would then eliminate any of the phone wiring in your home as being a possible cause of the problem.

 

The TalkTalk staff on this community will be able to help, they will hopefully be able to respond to this post tomorrow.

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