Disconnections since 25th January

[Franco_B]

Hey,

Firstly - I'm having to use the account holders community account to start this thread as you seem to have deleted mine even though I can see my posts.  So I'm not the account holder, just the one who sorts the tech issues in the house.

The setup.

Wifi hub (not black) connected by master socket.  All devices except one on wifi, the other one is wired directly into the router with Cat6 (no power lines used).

The issue.

Random disconnections of the internet. Router reconnects syncing at different speeds.  Prior to thursday I'd sync around 50mbps, now it's between 45mbps and 30mbps after it disconnects

What's been tried.

New filter via test socket.

Engineer visit - swapping master socket filter, faceplate and cable connecting to router

Engineer couldn't see any issues, when testing.  Noted that the line was capable of 55mbps while the router was syncing below 45mbps so requested a new router from you guys.

New router (wifi hub black) arrived, connected.

Issues persist.

The events.

I contacted TT via Twitter DM.  Initially told that there was no line issue and the test were fine.  I was informed it was a WiFi issue.  I replied I have wired devices and it's the router losing connection.  I was again informed it was a WiFi issue.  I again replied that I have Cat6 wired into the router, it's not a WiFi issue.  A different agent asked me to explain the Cat6, so I did.  I was again informed it was a WiFi issue, i again sent the I'm wired, that it's not a WiFi issue, and sent photos of the router logs. They told me that sorting the WiFi issue solve the problem.  I sent more photos and said it wasn't a WiFi issue - then I hear nothing.

I reported more disconnections the next day, the agent (different one) did more line checks and noted there was a fault on the line, they arranged for an engineer.

Engineer came (openreach) and found no issues in the cab or the house. They replaced the integrated microfilter on my master socket, and if i recall correctly, changed the faceplate too as well as supplying a new cable to connect to the router. They noted the speed discrepancy between the router and their equipment and requested a new router.

More disconnections followed that evening/night.

Today, the new router arrived (WiFi hub black), I've installed it and we've had more disconnections.

Currently talking on twitter again, and they're booking an engineer again.

Why am I posting this?

I've had to restart the conversation on twitter multiple times, I don't know if the agents don't have access to the full conversation or what, but I've been asked the same questions a fair few times.  I started this in the hope that I may get help here.

I'm also being informed that if the engineer comes and finds no faults we'll be charged £75.  Considering Openreach has come and found no faults in the home or the cab, this feel like I'm being put in a position where I'll be charged and not have the issue resolved. Presumably the bill payer has been charged for the Openreach visit.

Many thanks

Rob_B

Edit: Engineer booked, no clue as to if we're being charged or not to be honest.  I'd hope not considering the home/cab has already been cleared by openreach. 

[Franco_B]

Hi,

We've been charged £75 for the TT engineer even after the engineer himself said we wouldn't be, and at least one fault has since been found in the cab by OpenReach.  How do I go about getting this refunded?

Many thanks,

Rob_B

[Maxjonz]

I've had similar problems early in the week  up to Feb 14th 2024.  My Sky Q mini boxes kept becoming unattached to the main Sky box due to the internet being unavailable.  The internet was very slow too and I got a download reading of 45mbps instead of 60 mbps.  I contacted TalkTalk online and had various conversations (mainly about security and asking me to reset my router)  where they said all was normal - I even tried a new router but this didn't work any better.   They then said that  I was to "monitor" the router (?) during the next 24 hours, so I said that I would contact them in 48 hours.  They gave me a reference number , which would have been useful if I did contact them (so I wouldn't have to repeat everything again).   When I next tried my Sky connections  and  the internet connection on 16th Feb things had miraculously been repaired , and everything was back to normal.     My guess is that there was a fault but the TalkTalk technician wouldn't admit it, but  overnight  something had been fixed  (I hope)  I've never had this sort of problem before in 10 years of using TalkTalk at my present house.  It's been back to normal up until now (Sunday 18th Feb @ 12:00)   Maybe the fault affected more people than me, but I will probably never know.  I didn't contact them again as I felt it wasn't needed.

[Franco_B]

Heya,

Yes please when you're back, I would like to see if it stops the WiFi setting have changed issue that seems to be happening.  How do I control the channels after you turn it off?

I also notice the DLM has kicked my speed up another notch during the night.

Many thanks,

Rob_B

[Debbie-TalkTalk]

Hi Rob_B

Sure no problem. 

I can switch the WIFI optimisation off for you, would you like me to do this now?

[Franco_B]

Hey Debbie,

I was expecting it to drop again and it hasn't so can we hold for the moment and continue to monitor it please?

The other thing I wanted to ask was, as mentioned in this thread https://community.talktalk.co.uk/t5/Fibre/Broadband-connection-dropping/m-p/3022846#M386466 KeithFrench suggested turning off WiFi optimisations to try and stop the wireless setting changed issue, how do you control the channels after it's been turned off as I couldn't see the options in the WiFi hub.

Also am I able to turn it off myself or do I need you guys to do it for me? I seem to recall setting the channels manually at some point in the past to be honest.

Many Thanks,

Rob_B

[Debbie-TalkTalk]

Hi Rob_B

Please can you provide your availability for this visit AM and PM?

Thanks

[Franco_B]

Hey Debbie,

I can see it's resynced at 46mbps.  I'm assuming these are the DLM

but the others in my previous message are not? If that's the case please arrange another engineer visit.  Interesting OpenReach found an issue last time but the problems persist, I can only assume there's more than one fault.

Many thanks,

Rob_B

[Debbie-TalkTalk]

Hi Rob_B

I can see that DLM is still adjusting the profile (15/02) but there appears to be more re connections showing on the line.

Would you like me to arrange another engineer visit?

[Franco_B]

Heya,

Just disconnected.  It's not windy or raining here.  Picked up the phone and I could hear noise on the line which disappeared shortly afterwards.

It's saw it sync at 33mbps then resync at 38.6mbps.

Many thanks,

Rob_B

[Chris-TalkTalk]

Hi Rob

One disconnection showing yesterday, nothing so far today

Chris

[Debbie-TalkTalk]

Hi Rob_B

Thanks for the additional information.

I will check the connection stats again tomorrow afternoon and I will post back here.

Debbie

[Franco_B]

Heya,

can report back there was no noise on the line when my gran phoned today, nor was there any packet loss reported by Think Broadband nor a disconnection - it's also wet out and been on/off raining. So that's promising.

As for the DLM, I was expecting you to say it was the DLM for the 13/02 since it at 1am and it seemed to be one disconnection and reconnected, however I wasn't expecting you to say the 10th was the DLM as the disconnection was the middle of the day (11am), occured exactly when my gran phoned, and disconnected twice back to back. Unless only one of those were the DLM.

Speed is still down overall - but I understand that it does take time for it to trend back up.

Router will be left on and connected - it's never reset or turned off generally.  I'll leave Think Broadband pinging the router as well and I'll report back with any further developments. Fingers crossed it's resolved and we can finally get back to having a stable internet connection!

Many thanks,

Rob_B

[Debbie-TalkTalk]

Hi Franco_B

DLM did make changes on 10/02 and 13/02.

The re connections could be related to DLM making changes to the line profile.

Please can you leave the router powered up without being rebooted, I can then check the connection logs again this week to see if there are any further re connections.

[Franco_B]

Heya,

Router is right by our master socket next to our phone base station and an alarm box - it's been this way for years. 

I've tested in the test socket with a brand new in box microfilter, we've also had the original integrated microfilter swapped by the first OpenReach engineer as well as the cable to the router, and they wired up and connected a new faceplate just in case.  And I've tested with a different router.

Noise on the phone line seems to be random, so I can test with a phone call without the router attached but it might not show anything of use.

Currently waiting for my gran to call to see if it causes issues - either packet loss or a disconnection - since when she phoned they seemed rather common. 

It's also worth noting that there was a week of no disconnections, not that that means the line was stable as the speed never went back up to what it was and I'm fairly sure latency was still having problems.

Do you know if last nights disconnection was due to DLM?

Many Thanks,

Rob_B

[Debbie-TalkTalk]

Hi Franco_B

Thanks for your reply.

I've completed another line test this morning it's clear - no faults detected. There are a couple of re connections showing.

Is the router located near to any devices that could cause any interference? 

In regards to the phone, have you tested with a new microfilter? It would also be worth testing the line (to make a test call) with the router removed.

[Franco_B]

Heya,

Possibly, but I've not tracked weather.  Looking briefly online shows that it may have rained at night on the 6th into the 7th, rained thursday 8th and into friday 9th early hours. Fairly sure we had disconnections on those days looking at my previous posts.

That said, saturday 10th seems to have been clear though with a possible short shower around 11:08am

but still disconnected with that phone call.  Sunday and Monday also seem to have been clear, yet it disconnected last night and we didn't make or receive any calls at 1am, nor was it raining as far as i can tell.

Many thanks,

Rob_B

[Debbie-TalkTalk]

Hi Franco_B

Can I just check, does it appear to be weather related, worse during wet weather etc?

I can run some more line tests today.

[Franco_B]

Heya,

As per my post yesterday to Chris, disconnections on saturday 10th, dropped packets on the 10th, 11th and 12th coinciding with some phone calls, issues with the line during two seperate phone calls over the weekend too.  So all after the engineer has applied their fix.

It does seem to be improved compared to say wednesday, but looking at the graphs, as well as the noise on the phone line, it doesn't seem like the issue is sorted. For note - it did disconnect again last night

Many Thanks,

Rob_B

[Debbie-TalkTalk]

Hi Franco_B

It shows 09/02 in the afternoon time.

Has there been any improvement with the connection?

[Franco_B]

Hi Debbie,

Does it say what day they completed the work?

Many thanks,

Rob_B