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. 

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. Thanks for connecting the router at the test socket and we'll re-check your connection stats first thing on Monday morning.

Thanks

Michelle

[Franco_B]

Heya, 

Another disconnection upon receiving a phone call this morning. 

Phone and router are now connected via the test socket with a microfilter, however the filters haven't been used in so long that, in all honesty, i'm not sure of their condition.  

Many Thanks,

Rob_B

[Michelle-TalkTalk]

Hi,

Ok thanks for confirming. If it's possible to connect the microfilter, router and phone at the test socket then we can re-check the connection stats again to see how your speeds and stability compares?

Thanks

Michelle

[Franco_B]

Heya,

No noise that I or other uses can detect or think of on the phone line. 

I notice it disconnected again during the night and the speed has dropped back down.  I've re-enabled Think Broadbands monitor, I've not connected to the test socket as of yet.

Many thanks,

Rob_B

[Michelle-TalkTalk]

Morning,

Thanks for confirming. I've run a test on the line now which hasn't detected a fault, however I can see that the speed has been varying over the last 48hrs. Is there any noise on your voice service?

Michelle

[Franco_B]

Heya,

It's the one on the profile not the one in the notes listed as my grans.  

Had 3 calls today, disconnections on two - one at 11am, one at 6.05pm.  So unfortunately it seems like the issues we were having before have returned.  

Many Thanks,

Rob_B

[Michelle-TalkTalk]

Good morning,

I'm sorry to hear this. Can I just confirm, is this for the number in your Community Profile or the Privates Notes section? Please do not post any personal information on the Community.

Thanks

Michelle

[Franco_B]

Heya,

Thought I'd re-bump this in with the expectation that we might have issues again.  Was windy and rained last night and the Internet disconnected, dropping speed down to 40mbps down. 

Gran called this morning, and the internet disconnected again, reconnected back up at 48mbps.  All the same applies as before - nothing internal added or changed.  

Between the previous issues and this we've had no issues to my knowledge - or at least nothing that stands out. 

Not sure if this is it starting to play up again or not, but I wanted to keep track of it in case it is.  

Many Thanks,

Rob_B

[Debbie-TalkTalk]

Thanks Rob

Please let us know how you get on.

Debbie

[Franco_B]

Heya Debbie,

Yep I can do that when I'm next round there. Not sure when that will be though.

I'll pass on the message so everyone knows what the options are.

Cheers,

Rob

[Debbie-TalkTalk]

Hi Rob

Ah apologies, I thought there was a router connected too.

Would it be possible to make a couple of test calls just whilst the corded phone is at the test socket to see if you can replicate the fault in this setup?

The next step following this will be an engineer visit if the noise/dropping calls are still present with the phone at the test socket.

[Franco_B]

Heya Debbie,

As far as I'm aware the corded phone is in the master socket, but if I use the test socket I have to removed the cordless ones which is the issue as she's by herself and has mobility and hearing issues. 

There are no microfilters on any of the sockets - since she has no router I've always assumed she wouldn't need any.

Cheers,

Rob

[Debbie-TalkTalk]

Hi Rob

Would it be possible to test the corded phone at the test socket?

It would also be worth using a new microfilter too.

[Franco_B]

Heya Debbie,

As far as I know she has 2 different phones, a corded and a seperate cordless set and to my knowledge they've both had the issues.

I doubt it's ever been tested on the test socket though - as that would be me doing it and, if I recall correctly, it would disconnect her cordless phones which is not ideal. 

The disconnections at first I thought it was the phone battery dying on the cordless phones, until I realised she wasn't switching phones.

I think my mum has experienced the issues once or twice,  but every time I've been there the line has been clear.

The main reason I've never said anything is because it's entirely random (both the disconnections and noise) and I'm not there enough to be able to witness it and chase it up.

It was only during the course of this thread did it occur to me that the sound she describes reminds me of an old dialup modem doing its thing.  Not that she has any internet equipment at hers, she only has phones.

Cheers,

Rob

[Debbie-TalkTalk]

Hi Rob

Thank you 🙂

The line test is clear - No faults detected.

Do you know if anyone has tested with a different phone at the test socket at your grans house?

[Franco_B]

Heya Debbie, name added.

Thanks for passing on the DM info.

Rob

[Debbie-TalkTalk]

Hi Rob

Thank you, I'm just running a line test now.

Please can you also add your grans name to the Private Notes section.

[Franco_B]

Heya Debbie,

I've just gone to Setting - sorry, I added it to alternative number without thinking 😔

added it to Private Notes now.

Many thanks,

Rob

[Debbie-TalkTalk]

Hi Rob

Apologies, I can't see this information in the Private Notes section, did you click the save changes button?

[Franco_B]

Heya Debbie,

Right I think I've added her number to the account, ends in a 0.  I've just asked Mum and Dad, they say that the issues happen with anyone, it has also been disconnecting calls according from what my gran has told them. 

Cheers,

Rob