Fibre 150 no connection.

[sacilc]

So, internet died for second time this month. The modem on the wall just starts flashing lights and then internet dies.

Been off for 2hrs now and the TT connection test keeps lying to me, saying connection is fine.  I know the Router is fine, as I'm writing this post using the router via a ethernet cable from a 4g modem. But the moment I connect the cable from the modern on the wall, nothing!!

Checked the router when connected to Open reach modem, like before it cannot sync timeserver!  Very frustrating issue to troubleshoot, as everything thinks it has a connection, but without a timeserver connection is dead. I reset router and reset modem.   Nothing, can't connect.  

I feel I am being pushed off TT, because I'm on the aging 150 fibre.... And the quality of service is literally falling apart.   No issues for years, then the moment there is new fibre in the street, my connection is unreliable.  I'm on copper from cabinet, so it is something from cabinet that is failing.Perhaps the modem , not the TT router, is slowly breaking, perhaps needs few update or replacement. 

Either way, boxing day, evening, close to 3 hrs no internet and TT account happily saying my line is fine, but won't close the fault?

Any hints here?   Does the moden fail?  Is this a know issue?  Appreciate and help I can get, from a human....😐

[Chris-TalkTalk]

OK thanks, to investigate further we'll need to arrange an engineer visit. If you'd like us to do this please let us know and we'll confirm some details with you

Chris

[sacilc]

Hi Chris, 

Don't have a phone, not ever used the number or been able to check dial tone for a many years now.

After leaving overnight, connection hasn't resolved itself.  Modem lights still indicating no upstream connection, and router has solid amber led.  Restarted both. No change.  

Anyone able to confirm my fault yet?   Last TT message on my account says, nothing wrong with line, but fault stays open??? Would be great to confirm anyone can see a modem connected?  (Access to modem via portal appears disabled, so I can't provide any additional insight into issue it may be seeing)

Modem is the Huawei mt992.  Over the years I've seen it working without a Lan light, then this past year working with a Lan light, then this past month has died twice, got "better" somehow before after logging fault, so hopeful again this time?  

Appreciate your help.... What's next?

Edit:  using router logs, router can see modem, modem fails to support DHCP, and since router can't sync timeservers, I get some interesting dates in the log files. 

01.01.2013 00:11:19	Error	DHCPC	WAN DHCP client (1) failed
01.01.2013 00:09:57	Error	DHCPC	WAN DHCP client (1) failed
01.01.2013 00:08:35	Error	DHCPC	WAN DHCP client (1) failed
01.01.2013 00:07:31	Info	SYS	Modem login was successful

[Chris-TalkTalk]

Hi sacilc,

I'm sorry to hear that you're experiencing problems with your service. Are you experiencing any problems with your telephone service, is there a dial tone?

Chris

[KeithFrench]

I have asked one of TalkTalk's support (they are clever people & do not work to scripts) to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.