Frequent disconnects - getting worse

[harrybarman]

Just back from 2 weeks away and my broadband is suffering from very frequent disconnects (every 5 minutes or so). It's extremely hard to work using the connection.

It started to degrade after OpenReach did some work on the telephone pole servicing my house. The landline on a different pair was out of action (and fixed). I am getting dialtone on the talktalk line. Before going away I had periods where I had frequent disconnects but nothing like this.

Can you help?

Harry

[Debbie-TalkTalk]

Hi Harry

I'm so glad to hear this, thanks for letting me know 🙂

If you do experience any further issues then please post back on this thread.

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

Thanks again.

Debbie

[harrybarman]

Hi Debbie - I think it's finally fixed! Two guys came over on Friday and replaced the star junction box on the side of the house and sorted out the junction box on the pole. There were faults in both (especially the pole). Luckily they could use ladders on the pole.

So... fingers crossed but no disconnects since Friday. I'll keep an eye on it but I'm pretty confident it's fixed since we've now had pretty much every connection point between here and the cabinet renewed.

Thanks so much for your help working with openreach. If you can pass thanks to Openreach & the guys who came on Friday (Mudy + colleague) that would be great.

Regards,

Harry

[Debbie-TalkTalk]

Hi Harry

How are you getting on following the engineer visit?

[Debbie-TalkTalk]

Hi Harry

No problem.  We will check in again with you after the engineer visit.

Thanks again.

Debbie

[harrybarman]

Thanks so much for organising this Debbie! Really hoping it can get fixed this time.

Harry

[Debbie-TalkTalk]

Hi Harry

Thanks for your reply.

I've arranged the engineer visit for 13/10 PM (1pm - 6pm)

I have also added to the fault ticket to advise that this is a repeat fault and that the last engineer advised that fault may be with the junction box on the pole.

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

Thanks

Debbie

[harrybarman]

Hi - thanks for organising this. AM would be better but I'm out in the morning until 8.30am. Afternoon is also fine.

Harry

[Debbie-TalkTalk]

Hi Harry

I'm really sorry that this fault is still ongoing. I will try and book the visit for Friday. Is AM or PM better for you?

[harrybarman]

Hi - connectivity is still not at all good. Although it's better than before it's still pretty annoying. Is it possible to try to get openreach to come and try to fix this on Friday? If you can speak to someone maybe we can reiterate it's been 4 visits so far and the issue is not resolved. The only area that they haven't looked at yet is the junction box at the top of the telephone pole which requires the cherry picker.

Dropped connections today (so far) and yesterday below.

Harry

Date/Time	Severity	Module	Message
09.10.2023 17:03:31	Info	XDSL	VDSL connectivity is down port 1
09.10.2023 15:48:21	Info	XDSL	VDSL connectivity is down port 1
09.10.2023 15:39:57	Info	XDSL	VDSL connectivity is down port 1
09.10.2023 11:25:03	Info	XDSL	VDSL connectivity is down port 1
09.10.2023 05:23:30	Info	XDSL	VDSL connectivity is down port 1
09.10.2023 01:56:44	Info	XDSL	VDSL connectivity is down port 1
09.10.2023 00:15:37	Info	XDSL	VDSL connectivity is down port 1
09.10.2023 00:14:30	Info	XDSL	VDSL connectivity is down port 1
09.10.2023 00:12:58	Info	XDSL	VDSL connectivity is down port 1
09.10.2023 00:07:19	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 23:54:01	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 23:26:58	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 21:17:39	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 20:37:25	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 20:36:01	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 20:35:09	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 20:30:18	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 20:29:11	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 20:27:38	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 19:47:05	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 19:17:32	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 18:12:13	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 18:01:06	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 17:57:38	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 17:46:56	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 17:33:30	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 14:30:04	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 14:23:46	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 14:15:13	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 13:52:17	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 13:49:24	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 13:32:23	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 13:27:20	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 12:44:31	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 12:10:20	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 12:08:04	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 12:03:30	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 11:48:35	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 11:46:45	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 10:49:41	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 10:35:19	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 09:18:32	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 08:44:47	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 08:40:57	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 07:04:11	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 06:31:58	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 05:29:39	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 05:25:08	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 05:03:09	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 04:28:40	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 04:21:14	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 04:17:49	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 04:15:19	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 03:33:26	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 03:24:23	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 03:19:53	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 03:07:49	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 03:04:14	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 02:56:01	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 01:58:20	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 01:05:47	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 00:56:17	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 00:48:10	Info	XDSL	VDSL connectivity is down port 1
08.10.2023 00:21:01	Info	XDSL	VDSL connectivity is down port 1

[Debbie-TalkTalk]

Hi Harry

I'm sorry to hear this.

Would you like to monitor the connection for today just in case the connection remains stable?

[harrybarman]

Hi - we had the engineer visit on Friday. He found the cabinet port we were using had a fault and switched us to another port. Sadly we were still getting disconnects over the weekend, but today the connection has been up for 5 hours so far. 

The engineer said the only other thing that could be causing disconnects is the junction box on the pole - but that requires openreach to use a cherry picker to reach it (old pole). 

The only day that I'm in for the whole day this week is Friday - so I'm thinking that I monitor the situation over the next couple of days and if it's still not great then perhaps you can try to get OpenReach to come back for visit 5 and crucially see if the cherry picker can be booked.

Fingers crossed.

Harry

[Debbie-TalkTalk]

Hi Harry

No problem 🙂

I have added to the notes that this is a repeat fault and that the fault hasn't been resolved previously. Apologies that this fault is still ongoing.

I will check in again with you after the engineer visit.

Debbie

[harrybarman]

Thanks so much Debbie! Fingers crossed for 4th time lucky

Harry

[Debbie-TalkTalk]

Hi Harry

I've arranged the engineer visit for 06/10 PM (1pm - 6pm)

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

Thanks again.

Debbie

[harrybarman]

Hi Chris,

Yes - the usual sequence orange to white. Still getting disconnects to the new master socket didn't really help. So I think we'll need another visit. Is it possible to let openreach know they've had 3 visits already and still not solved the issue. They might need to have someone come out for a bit longer to properly diagnose the issue. It's a shame they can't leave something connected to the line that looks for breaks when there is a disconnect. 

Friday would be good, or Monday next week.

Cheers

Harry

[Chris-TalkTalk]

OK thanks. Is the light changing on the router when the internet disconnects?

Chris

[harrybarman]

Actually the router is fine. The power supply got dislodged by the engineer. Still getting disconnects...

Harry

[Chris-TalkTalk]

Glad to hear that you have a dial tone and internet connection now. Could you see how it goes for the rest of the day, if the disconnections continue we can then arrange another engineer visit

Chris

[harrybarman]

Hi - I just checked the landline again and I have dialtone. Also I tried my spare router and that's working fine. So I think the main router has failed but let me just double check. If it has failed we will need a replacement.

Sadly we are still getting disconnects. (just had one as I was writing this)

Thanks for all your help and patience.

Harry

[Chris-TalkTalk]

Hi Harry,

Just to confirm, is there still no dial tone on your phone?

Chris