Fibre Internet keeps disconnecting

[jtwns]

Since yesterday morning my internet connection keeps dropping out entirely (OpenReach modem internet light goes out, TalkTalk router blinks white and orange until it reconnects again). Wired and wi-fi connections are both impacted.

This occurs once every few minutes making WFH very difficult and is causing me lots of issues.

Restarting the router and modem after leaving them off for a few minutes does not fix the issue. The connection test in my account claims the connection is healthy and no issues.

I am on the Fibre 150 service with a Wi-Fi Hub router.

Any help to resolve this so I can get back to work would be much appreciated.

[Anonymous]

Hi @Fhalls20 

I'm sorry to hear this. Please can you create your own topic and we can look into this further for you.

Thanks

Michelle

[Fhalls20]

Hi!

Do you know what was causing the issue? I'm experiencing the same problem (going on for 3 weeks now), I have had several engineers out to look, but nothing seems to be helping long term. 

Also WFH so is directly impacting my job now. 

Thanks! 

[Debbie-TalkTalk]

Hi jtwns

I'm so glad to hear this, 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

[jtwns]

Hi Debbie,

It seems my internet is now back to normal after the engineer visit.

Many thanks for both of your help!

[Debbie-TalkTalk]

Hi jtwns

How are you getting on following the engineer visit?

Thanks

[Debbie-TalkTalk]

Hi jtwns

Thanks for your reply.

I've arranged the Openreach engineer visit for 16/02 PM (1pm - 6pm)

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

Thanks again.

Debbie

[jtwns]

Yes please, I’m available anytime from tomorrow afternoon onwards for the next week and accept any potential charges.

[Chris-TalkTalk]

OK, so would you like us to rearrange the engineer visit?

Chris

[jtwns]

No an engineer has not come out yet, this wasn't needed at the time as the issue seemingly resolved itself and I wanted to avoid the £75 charge if it was nothing so informed them it was fixed (my bad!)

Now the issue has returned, it's clear it's not going away on its own but is intermittent and isn't always happening - sometimes will go a day without happening, sometimes will keep disconnecting constantly for an hour multiple times that day. No obvious pattern to when this happens either.

Router logs show nothing beyond the devices being disconnected.

[Chris-TalkTalk]

Hi jtwns

Did the engineer go out to you on the 9th?

Chris

[jtwns]

Initially the engineer didn’t need to come out as the issue seemed to resolve itself but now it’s happening again just as badly. 

Could I please request this looking into again? Thanks

[Chris-TalkTalk]

No problem 🙂

[jtwns]

Many thanks Chris!

[Chris-TalkTalk]

I've booked the engineer for tomorrow morning - February 09 2024, AM - please let us know how you get on.

Chris

[Chris-TalkTalk]

Thanks. I'll book the engineer now and get back to you with the details

Chris

[jtwns]

I accept the potential charges.

My availability is free AM and PM Mon - Fri from now until next Friday.

[Chris-TalkTalk]

OK, if you'd like us to go ahead with the engineer visit can you confirm:

• That you accept potential Engineers charges
• Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

Thanks

Chris

[jtwns]

Yes please, that would be appreciated.

Also worth noting OpenReach did a survey on my road 2 days ago (to look to install Full Fibre in a couple months time). Possibly very coincidential timing but thought'd be worth mentioning.

[Chris-TalkTalk]

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

[jtwns]

Yes that's right, just the one telephone socket.