Fibre 65 disconnections and drop-outs

[TMC101]

Hi

In April 2023 I upgraded to Fibre 65 from Fibre 35.

Recently I have had constant slow-downs and disconnections.
I have twice been through the process of testing my connection and having an Openreach engineer automatically called out.

Each time they have tested the connection and said it was fine - only to have it drop out again later.
I never had any problems with Fibre 35.

When I was switched to Fibre 65 I was not sent a new router.

My current router reports the following device details:

Device Type: DG8041W
Description: EchoLife DG8041W Home Gateway
SN: 2153035991QUKA032150
Hardware Version: I.1.01
Software Version: v1.05t

Is this router suitable for Fibre 65? Could it be faulty?

The LED on the front no longer lights up green when I have a connection.

Also, the last Openreach engineer I spoke to said that there had been a lightning strike on a 'cab' in my area recently.

Apparently, several other people have reported router issues.

Can you suggest a course of action?

Thanks

Terry

[Debbie-TalkTalk]

Hi Terry

I'm so glad to hear that this fault has been resolved, thanks for letting us know 🙂

I have sent you a Private Message with a link to a short survey for the Community.

Thanks again

Debbie

[TMC101]

Hi

Apologies for my late reply.

An Openreach engineer visited on 17th July 2023 and fixed the issue.

It was a bad connection at the pole.

Since then I have had a fast and reliable connection.

Many thanks for all of your help.

Regards

Terry

[Michelle-TalkTalk]

Morning,

How are you getting on?

Thanks

[Debbie-TalkTalk]

Hi Terry

Thanks for confirming your details.

The engineer visit has been arranged for 17/07 PM (1pm - 6pm)

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

Thanks again.

[Debbie-TalkTalk]

Hi Terry

I've replied to your Private Message.

Thanks again.

[Debbie-TalkTalk]

Hi Terry

Thanks for your reply.

I've checked again and but I can't see an appointment arranged, apologies for this.

Once you have confirmed the details in the PM and provided your availability then I can arrange this visit for you.

[TMC101]

HI Debbie

I received an SMS yesterday asking me to book an Openreach engineer visit.

The text pointed me to the following link:
https://support.talktalk.co.uk/fault-timeline/REP-13138878

The latest message in the Fault Timeline was:
"We've run a test and found a fault that requires an Openreach Engineer to visit your home. Please book as soon as possible."

The only button on that page was 'Contact Our Team' - so I clicked that and then had an on-line conversation with someone named John who assured me that he would talk care of it.

Do I still need to respond to your private message?
Thanks

Terry

[Debbie-TalkTalk]

Hi Terry

I've checked for an update and Openreach are requesting that we arrange an engineer visit to the property.

I'm just sending you a Private Message to confirm some details so we can arrange this visit.

Thanks

Debbie

[Debbie-TalkTalk]

Hi Terry

No problem. We will post back as soon as we receive additional updates from Openreach.

Thanks again.

[TMC101]

Hi Debbie

Thanks for your help.

Regards

Terry

[Debbie-TalkTalk]

Hi TMC101

Thanks for your reply.

I've completed another line test now and this is detecting a potential line fault.

I have passed this fault straight over to Openreach to be investigated by a line engineer.

We should receive further updates from Openreach within the next 48hrs.

[TMC101]

I have a 'Master Socket 5C' - fitted recently by an Openreach engineer.

This has a separate direct connection for the router - without needing a microfilter.

However, I have removed the face-plate and connected the router via a microfilter to the internal socket.  

[Michelle-TalkTalk]

Morning,

Thanks for the update and I'm sorry to hear this. Can I just confirm, does your main socket have a test socket? If it does then would it be possible to connect the microfilter and router directly at the test socket (behind the faceplate) so we can re-run the line test again please?

Thanks

[TMC101]

Hi Michelle

The DSL connection was fine for the first few days, but yesterday (12 July 2023) it disconnected several times during the day.

This morning it has also just disconnected and reconnected.

The router is currently showing a download speed of 35 Mbps.

So the new router  hasn't completely fixed the problem.

Regards

Terry

[Michelle-TalkTalk]

Morning,

How have you found the stability since your last post?

Thanks

[Michelle-TalkTalk]

Morning,

Thank you for the update. We'll check back in with you towards the end of the week to ensure that the connection has remained stable.

Thanks

[TMC101]

Hi Michelle

I have set up the new router (thanks!) and over the weekend it has stayed connected.

I'll monitor the situation and see how it does over the next couple of days - but so far so good.

Regards

Terry

[Michelle-TalkTalk]

Morning,

Just checking in to see how you're getting on?

Thanks

[Debbie-TalkTalk]

Hi Terry

Thank you 🙂

Debbie

[TMC101]

Will do. Thanks.