FIbre Support

Get expert support with your Fibre connection.

cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Fibre 150 keeps dropping

nexxusone
Whizz Kid
Message 29 of 29

had fibre 150 G.Fast upgrade a few months back took 3 visits by BT to get stable line ( they replaced everything form junction box on side of house, new wiring and new master socket ) at same time they re cabled our cabinet and estate.... and 5 houses down, road was dug up and repaired or replaced cables!!! this was 4 weeks ago and all WAS fine until a week or so ago. NOW we are getting re sync or restart on the G.fast modem - at random but worse from 2pm onwards.... of course when working a live connection test says line is fine... Can someone raise a test and or BT openreach engineer - I'm am NOT spending 4 hours+  to and idiot reading a script to be told again (like last time) to phone BT myself...

0 Likes
28 REPLIES 28

Message 1 of 29

Hi nexxusone

 

Thanks for your reply 🙂

 

Please let us know if you do experience any further issues.

 

Debbie

0 Likes

Message 2 of 29

I'm going to say better, so  fault can be closed and obviously I will rearrange a check if it goes down hill again in future.

Michelle-TalkTalk
Support Team
Message 3 of 29

Hi nexxusone,

 

How has the connection been since your last post?

 

Thanks

 

Message 4 of 29

I will it's improved, but not perfect.... had to reset modem twice as all lights on but no internet throughput. 

0 Likes

Message 5 of 29

OK nexxusone, please let us know how you get on

Thanks

Chris

Message 6 of 29

New router installed - at same time modem and  new router factory reset as well, firmware updated on router to 2816t overnight - so will give it a good test over weekend with a mix of streaming , gaming etc and see if drops connections.

Message 7 of 29

Hi

 

A new router is on the way for testing.

 

This should arrive in the next 24-48 working hours.

 

Thanks

 

Karl. 

 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


WEAR A MASK      -      WASH YOUR HANDS      -      SOCIAL DISTANCE

0 Likes

Message 8 of 29

o.k send a replacement router 1st

we will test with that 

yes the modem well ventilated and on its own shelf on wall at shoulder height so has air above and below it.

if router doesn't cure it - we will then arrange via here for BT to visit.

0 Likes

Michelle-TalkTalk
Support Team
Message 9 of 29

Hi nexxusone,

 

I've just re-run the line test now which is clear, however I can see re-connections on the line. We can send a replacement router, however we can't send a different modem as this is provided by Openreach. Would you like to go ahead with the engineer visit and we'll confirm some details with you?

 

You've mentioned that the modem is getting a bit hot, is this located in a well ventilated location?

 

Thanks

 

0 Likes

Message 10 of 29

so did the 2 line tests after fault found by service centre, where it disconnects line ( 30 mins ones) and it came back fine!!!! via text at this point 8.50am we still had NO internet.... 3 out of four green lights on modem and solid orange on wi-fi hub. So as SMS  text said we need to check equipment, I though well lets get Logical here, I have a talk talk wi-fi router going into a bt openreach modem, lets try my independent MESH wi-fi router,  so I turned them all off and on again- no change - and as a light STILL missing on modem and I have already had to do this once before.... I factory reset the modem and TA-DA! we have internet again. The Modem is Fecking HOT to touch, So I believe modem is faulty or a piece of dog mess......  can you send me a replacement G.FAST Modem the current one is a ZTlink MT992 - a different make would be preferred.

0 Likes

Message 11 of 29

We have lost Internet fully now says line fault when test ran via mobile in the TT service centre page and solid orange light on hub  and 3 out of 4 green lights on modem, was up and down since 6am finally totally lost line at approx. 7am

0 Likes

Message 12 of 29

Nope still dropping and lagging , purely text pages can take up to 30 seconds to load, 

worse after 3pm till midnight and beyond, worse when raining ....

 

So as I said our house had completely new junction box new cabling and new g.fast socket (master) front and back parts, when installed in june (our house is less than 10 years old)

So I doubt its that.

 

I have tried another wi-fi router to replace the TT supplied one Sagemcom fast 5364 .

I have directly wired to p.c with a 1 GIG (NEW) ethernet cable to the BT open reach supplied G.Fast modem, still drops...

 

So my conclusion is faulty supplied G.Fast Modem or still a fault outside as there were broken cables repaired 5 doors down - the new hatch put in by bt is in pavement, right next to road drains and at bottom of a slope (street T junction) where water use to collect,

 

Can you get BT to investigate fix etc. - we are not available till 28/10/2020 for house access if required

 

 

0 Likes

Michelle-TalkTalk
Support Team
Message 13 of 29

Hi nexxusone,

 

Ok, please let us know how the connection compares.

 

Thanks

 

0 Likes

Message 14 of 29

I will hold off for a while as EVERYTHING was new from external junction box , cabling , master socket in the G.fast install in june 2020, and BT are still poking about down hatch and cabinet.... also line seems better (not saying fixed) but useable, plus other commitments mean we cant take time off, to wait for a BT visit at moment.

0 Likes

Message 15 of 29

Hi nexxusone,

 

The next step will be to arrange an engineer visit to your home, if you'd like us to do this please let us know and we'll confirm some details with you


Chris

Message 16 of 29

The modem drops the green internet light and sometimes the dsl light, the separate talktalk wi fi hub (sagemcom fast 5634) does not drop - we had completely new juction box , wiring and master socket installed when bt did the install of g.fast - After this, it still was showing a fault 299m away after  (cabinet is approx 300m away) - so they swapped ports at cabinet and pair of wires external / coming into house.  At same time frame period they repaired broken cables underground approx 4 to 5 houses down road @ no.1 our road - we are 5A (dug up pavement, repaired and put in inspection hatch).

to add to this, there was pre planned work to rewire our cabinet which, was done for another 4-6 weeks after june install.

I'm confident its an external fault in wiring or cabinet.

when internet is connected (all 4 green lights) it also hangs and has ZERO throughput, this can take up to 5 mins to resolve.

I have only once turned off modem at 7.38am till 8.10am this morning, no other times.

 

0 Likes

Michelle-TalkTalk
Support Team
Message 17 of 29

Hi nexxusone,

 

I'm really sorry to hear this. I've re-run the line test now which is still clear at the moment, however I can see re-connections on the line. Can I just confirm, are both the modem and the router dropping connection? Has the set up changed at all since this was installed?

 

Thanks

 

Message 18 of 29

Absolutely unusable through out sunday even large buffer pages - youtube and fire sticks not working buffer under runs and total lost of connection - any live gaming was a no no.

So still NOT fixed.

0 Likes

Message 19 of 29

Saturday evening dropped out , Sunday lunch dropped out ( green lights off for internet and dsl) Also Sunday Laggy slow, high ping or no measurable connection but connected.... bt speedtest fails to complete. the time between drops out is better but no the working connection hangs

0 Likes

Message 20 of 29

Nope not fixed - dropped at 22.15 and came back 22.20 - then dropped at 22.25 came back after a few minutes but laggy -and slow and high ping - web pages not loading (youtube + talk talk + oither webpages tested) 

First thing this mornings BT wholesale speed test were good....7ms PING - 149.88 mbp DOWN - 29.48mbps UP

But tonight 9ms PING 0mbps DOWN 0mbps UP.......!!

then later a 56ms ping 135 odd down and so on - 3 test over 30 mins giving wildly different results

also dropped 22.35.... so that 3 times in 20 mins...

0 Likes