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Constantly dropping connection.

ByDesign1977
First Timer
Message 4 of 4

Hi

 

Since my Fiber 500 connection went live weeks ago I have been having problems with connection drops, almost every 5 to 15min which has made it unusable.  I have shown its not environmental i.e. poor wifi signal as it happens when connected via wifi and ethernet connection and also when connected direct to the ONT box (on my second ONT box by the way).

 

Having done some investigation my self I am seeing that when the connection is up, doing a trace route it see's my internal IP address (the router) then the external IP address from the property, then it goes to:

 

ae51-ner001.mlk.as13285.net [78.144.1.25]

ae51-scr102.thw.as13285.net [78.144.1.24]

 

Full trace below when working:

 

1 1 ms 2 ms 3 ms 192.168.1.1
2 13 ms 14 ms 5 ms ae51-ner001.mlk.as13285.net [78.144.1.25]
3 8 ms 7 ms 9 ms ae51-scr102.thw.as13285.net [78.144.1.24]
4 23 ms 10 ms 19 ms 74.125.51.108
5 323 ms 8 ms 35 ms 216.239.40.81
6 * 8 ms 7 ms 142.250.215.125
7 17 ms 8 ms 22 ms dns.google [8.8.8.8]

 

When the connection drops I see the connection go to my external IP address then no further:

 

Tracing route to 8.8.8.8 over a maximum of 30 hops

1 2 ms 3 ms 1 ms 192.168.1.1
2 88.104.**.** reports: Destination host unreachable.   <<<88.104 is my external IP

 

and

 

1 3 ms 3 ms 3 ms 192.168.1.1
2 * 88-104-**-**.dynamic.dsl.as9105.com [88.104.79.15] reports: Destination host unreachable.

 

I have just had another openreach engineer book for this coming tuesday but I suspect like last time they will find no issue and having done a look up on the next hoop IP addresses these are TalkTalk owned addresses.

 

This has been going on for weeks (as I said since my service went live) and as I work from home and also have 3 kids that use internet a lot this is unbearable.

 

I have also read that others have had similar issues to this on these boards.

 

Can someone please help as I believe the problem to be on those next hops which are owned by TalkTalk but when calling in, whilst very nice and kinda helpful no one seems to know what I am talking about.

 

Any assistance on here would be great as I can't go on like this.

 

Many thanks in advance.

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3 REPLIES 3

Message 1 of 4

Hi ByDesign1977

 

Apologies for this.

 

You would need to contact our Future Fibre Team again as we are unable to investigate this on the Community.

 

 

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ByDesign1977
First Timer
Message 2 of 4

Yes many times.  As mentioned I am already on my 3rd router.

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Michelle-TalkTalk
Support Team
Message 3 of 4

Morning,

 

I'm sorry to hear this. Have you been in contact with our Future Fibre Team?

 

Thanks

 

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