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]

Heya,

I think I can hear a small amount of noise of the phone line - nothing like what you can hear when the internet drops out though.

Am I OK to switch the external filter to see if that makes a difference?

Many thanks,

Rob_B

[Debbie-TalkTalk]

HI @Franco_B 

Hi Rob

One of the line tests is now clear but the other one is showing a potential line issue.

Is there any noise on the phone at the moment?

[Debbie-TalkTalk]

HI Rob

Thank you. I will run the test now and post back shortly.

[Franco_B]

Heya,

It's been connected via a filter and the test socket since friday - however I'm not sure if i'm using the same filter I did before, so that could be the culprit of the weekends antics.

After you've run the line test I'm going to change filter over to a different one and see if it makes any difference. 

Cheers,
Rob_B

[Debbie-TalkTalk]

Hi @Franco_B 

Would it be ok to connect the phone, router and filter back to the test socket so I can run another line test in this set up?

[Franco_B]

Heya,

Another 2 disconnections tonight so far, at one point I noticed outbound packet loss at first which cleared up, followed by inbound. after about couple of minutes and then a disconnection.  Definitely managed to pull the router out of the filter this time and the noise continued while it was unplugged.

Many thanks,

Rob_b

[Franco_B]

Heya,

Cheers, I know they're off at the weekend, I use this thread to contact them and to log what's going on.

Another disconnection during the night at 1am it looks like,  router now connected at 36mbps. 

Many thanks,

Rob_B

[Gliwmaeden2]

@Franco_B, staff will follow up after the weekend. 

[Franco_B]

Hey,

Another disconnection - this time while using the test socket and external filter.

Many thanks,

Rob_B

[Franco_B]

Heya,

They are not in the test socket - I put the integrated filter back on after OR fixed the fault they found.  Though the line has been stable since then until today.

We've just had another disconnection - massive amounts of noise on the phone line too and I noticed it was fairly windy outside at that moment.  I managed to get downstairs on the phone just as the noise was dying off and pull out the router - the noise did not clear up instantly, but faded off.

I've now reattached the external filter to the test socket.

Many thanks

Rob_B

Edit: The think broadband graph, I was noticing some packet loss before the internet dropped

[Debbie-TalkTalk]

HI Rob

The line tests have detected a loop fault (towards the property)

Are the router and phone at the test socket at the moment?

[Debbie-TalkTalk]

Hi @Franco_B 

Apologies for this. I'm just running some line tests now and I will post back shortly.

[Franco_B]

Heya Debbie,

I was going to post saying we'd had a week without issues (and we have as far as I know), however today we once again got noise on the line requiring a call back and the internet dropped out at the same time at around 9.45am.  I've not noticed any dropouts other than this, but I've not checked the router much during the past week. 

Many thanks,

Rob_B

[Debbie-TalkTalk]

Hi Rob_B

Thanks for your reply.

If you would like me to take a look at the speed then please let me know.

Debbie

[Franco_B]

Heya,

No disconnections so far and I'm not seeing packet loss looking at the Broadband Monitor.  Phone calls I believe have been clear too for the moment.
Speed has dropped a bit again unfortunately, but there's nothing you can do about that. 

I will keep monitoring,

Many thanks

Rob_B

[Debbie-TalkTalk]

Morning @Franco_B 

How's the connection been?

[Debbie-TalkTalk]

Hi Rob_B

Thanks for your reply.

I will check in again with you on Friday to see how the connection has been.

Thanks

Debbie

[Franco_B]

Heya,

Not noticed anything, however the Broadband monitor was offline as I reconnected the integrated filter faceplate yesterday after receiving a message from OR and that changed our IP, so the monitor wasn't monitoring anything. I've set up a new monitor using our current IP. 

Also received no calls this morning, so no info on that front.

Will keep monitoring.

Many thanks,

Rob_B

[Debbie-TalkTalk]

Hi @Franco_B 

Openreach have now closed the fault as resolved.

How was the connection last night/this morning?

[Michelle-TalkTalk]

Hello again,

I've just re-checked the fault again and it's still assigned to the line engineer at the moment, so no additional updates as yet. We'll continue to monitor this for you.

Thanks

Michelle