Dropouts

[MelC1]

Hi,

Over the last couple of weeks I’ve been experiencing occasional brief broadband dropouts.  The Sagemcom router light flashes orange, but then restores itself about a minute later.

I ran a connection test via your website, and it identified a fault between my home and the exchange stating an engineer would investigate.  This was apparently fixed on 31st Oct but the issue remains.  I since ran another connection test, and it stated “Radio interference is impacting Broadband”.  However, I didn’t think household interference could affect the broadband signal to the router itself, but happy to be corrected.  Last two dropouts were 2nd Nov around 8pm, and 5th Nov 8am.

Just to confirm:

There’s been no change in my internal setup recently.

We just have the 1 telephone socket in the house.

I’ve tried with 2 different routers, associated cables and filters.

Connected to test socket (and always has been)

Dial tone on phone seems ok

Issue affects both wired and wireless networks.

Current measured speed is somewhat slower than the guaranteed minimum.

Any help you can give to resolve would be appreciated.

Thanks

[Debbie-TalkTalk]

Hi Mel

No problem 🙂

Debbie

[MelC1]

Ok; thanks Debbie.

[Debbie-TalkTalk]

Hi Mel

Thanks for your reply.

I've completed another line test and there is a message from Openreach to advise that because work has been recently carried out the line is going through an optimisation stage.

The line should start to settle down within the next few days. I will continue to monitor this for you.

[MelC1]

Hi Debbie,

Just to let you know that all seemed to be going well, however this evening (Sunday 12th), we had a brief dropout at 7.45pm lasting about a minute (orange light on router).  

Thanks

[Debbie-TalkTalk]

Hi Mel

Thank you 🙂 Speak to you Monday.

Debbie

[MelC1]

Will do.  Thanks for your help.

[Debbie-TalkTalk]

Hi Mel

Thanks for your reply.

The drop may have been DLM adjusting the profile to increase the speed if the connection has remained stable.

Please can you keep the router powered up over the weekend (without rebooting) and I will check the connection stats again on Monday morning to see if I can see any re connections on the line.

[MelC1]

Hi Debbie,

Broadband seems ok this morning, but the router log suggests it briefly disconnected at around 12.30am which is at a time when a disconnection would have gone unnoticed.  If that's the case, then I'm not completely convinced the periodic disconnection issue has  gone away? 

Thanks

[Debbie-TalkTalk]

Hi Mel

Thanks for letting me know.

Can I just check how the connection was last night?

[MelC1]

Hi Debbie,

The engineer arrived and believes he has fixed the issue.  I will monitor.

Thanks for your help

[Debbie-TalkTalk]

Hi Mel

I've just contacted Openreach and they have provided the below update:

I can see the job is in issued status and the engineer will be working on this fault to resolve the issue and to complete the work today, hence further updates will be available on end of the day. So, I would suggest you kindly review back on tracker 10/11/23 for further update.

I will monitor for additional updates.

[Debbie-TalkTalk]

Hi Mel

The fault ticket is still open with the appointment still showing for today.

I will check again now and I will post back shortly.

[MelC1]

Hi,

Unfortunately the engineer has not turned up or called to say that they are delayed, which is rather frustrating.

Please can you advise.

Thanks

[Debbie-TalkTalk]

Hi Mel

Has the engineer made contact? They haven't updated the fault ticket as yet.

[Debbie-TalkTalk]

Hi Mel

Sorry for the delay.

I've arranged the engineer visit for 9th of Nov AM (8am - 1pm)

Please let us know how you get on following this visit.

Thanks

[MelC1]

Ok thanks Debbie. 

[Debbie-TalkTalk]

Hi Mel

Thanks for confirming your details.

I'm just arranging the engineer visit and I will post back here to confirm the date and time.

Debbie

[MelC1]

Thanks.  I have replied to your message.

[Debbie-TalkTalk]

Hi Mel

I've replied to your Private Message.

Thanks again.

Debbie

[MelC1]

Thanks.  I have replied to your message.