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Intermittent internet | 2 weeks | Fibre 65

nashpc
Popular Poster
Message 20 of 20

Dear TT team,

 

Could you please help me with this problem. 

 

I'm connected to the sagemcom router over ethernet. The router is connected to the test socket now. 

 

The internet connection has been going out intermittently over the past 2 weeks. (Blinking amber LED)

 

Everytime this happened, I would run a 'live connection test' from the service center page and that would unstick things and then overnight DLM would take my downstream speeds down from 68 to 60 to 55.  

 

It seemed to have stabilised over the last 2 days with upload speeds going up from 12 Mbs back to 20 and upstream noise margin going from ~10 dB to 6.5 dB this morning but no change on the downstream at 55 and the noise margin at ~10.5 dB 

 

But now, it's been down for nearly an hour with a blinking amber led on the router. 

 

Best wishes

 

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19 REPLIES 19

Message 1 of 20

Hi nashpc,


I can see that the engineer visit has now been booked, please let us know how you get on


Chris

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Message 2 of 20

Hi TT team, 

 

After 3 weeks of stability after the engineer visit on 26th June, the connection was down for most of the day today. It came back at around 5 PM but the sync speed is only 6177 versus 69576 until yesterday. 

 

A line test run from the account page detected a line fault and I followed the steps to book an engineer visit. I didn't get a confirmation sms. At 9 PM I got an sms from Talk Talk checking in after the recent engineer visit and asking me to check my in home setup. 

 

The router is connected to the test socket.

 

Could you let me know if the engineer visit is booked and if not then what is the next step to fixing this ? 

 

Best wishes

 

PS. Old router was returned 

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Message 3 of 20

Hi

 

Returns bag is on the way for you.

 

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

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nashpc
Popular Poster
Message 4 of 20

Sigh, Connection down again and this time the "test your line" on the service center page has detected a line fault and so an Openreach engineer has been booked after following the instructions in the sms. 

 

Yes, please send a router returns bag as I didn't get one with the new router. 

 

Best wishes

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Message 5 of 20

Hello,

 

Thanks for the update. Did you receive a router returns bag? If not then we can send one out to you.

 

Thanks 🙂

 

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nashpc
Popular Poster
Message 6 of 20

Hi TT team, 

 

Sync & throughput speeds almost back to what they were before this issue started. It's good enough for now and the remaining possible improvement is up to the DLM gods. Since the router was powered down for an hour I hope that a DLM step down is not on it's way. 

 

Thanks for all your help. 

 

How do I return the old and presumably faulty router - sagem 5364?

 

Best wishes, 

Message 7 of 20

Hello,

 

Thanks for the update. If the sync speed increases, however the throughput speeds are still low then we advise powering down the router for a full 30 minutes and then retest the speed again as this will reset the current session and can often increase the throughput speed. Please let us know how the speeds compare following this.

 

Thanks 🙂

 

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nashpc
Popular Poster
Message 8 of 20

Hi Debbie, 

 

Looks like DLM has increased the downstream speed but I'm not seeing that reflected in the download speeds. Router has gone from 44 Mbps to 64 Mbps, but the speed test on ethernet and wifi are still in the same range 39 - 40 Mbps. 

 

Best wishes,

 

Date23-Jun-21
Time11:32
DSL synchronization status:Up
Connection status:Showtime
Upstream line rate (kbit/s):17000
Downstream line rate (kbit/s):63928
Maximum upstream rate (kbit/s):21962
Maximum downstream rate (kbit/s):78576
Upstream noise safety coefficient (dB):9.2
Downstream noise safety coefficient (dB):6
Line standard:Vdsl2_ANNEX_B
Upstream line attenuation (dB):5.1
Downstream line attenuation (dB):10.9
Upstream output power (dBm):6.9
Downstream output power (dBm):13.3
DSL up time:08:31
Time of reconnection/DLM23-Jun-21 03:01
  
Speed Test 
Wifi40.8 / 14.6
Ethernet40.1 / 14.5
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Message 9 of 20

Hi nashpc

 

Thanks for your reply.

 

I've checked the connection stats and the line is in sync at just under 42mb.

 

If the connection continues to remain stable then DLM may increase the speed further. I will check the connection stats again on Wednesday to see if DLM has made any further changes.

 

Thanks

 

Debbie

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Message 10 of 20

Hi Debbie, 

 

Connection has been stable with 0 reconnections, consistent speeds, but slower than what I had before.

 

Thanks,

 

Date21-Jun-21
Time12:14
DSL synchronization status:Up
Connection status:Showtime
Upstream line rate (kbit/s):17000
Downstream line rate (kbit/s):43999
Maximum upstream rate (kbit/s):22188
Maximum downstream rate (kbit/s):78284
Upstream noise safety coefficient (dB):9.4
Downstream noise safety coefficient (dB):10.3
Line standard:Vdsl2_ANNEX_B
Upstream line attenuation (dB):5.1
Downstream line attenuation (dB):11
Upstream output power (dBm):6.8
Downstream output power (dBm):13.1
DSL up time:2 days 22 hours 54 minutes 36 seconds
 18-Jun-21 13:21
  
Speed Test 
Wifi39.6 / 14.8
Ethernet39.7 / 14.7

 

 

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Message 11 of 20

Hi nashpc

 

How has the connection been over the weekend?

 

Thanks

 

Debbie

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Message 12 of 20

Hi TT Team, 

 

Thanks for your help so far. 

The new router has been setup on the test socket. I will monitor it over the next week. 

 

Since the first post and before the new router, I have had 2 early morning reconnects, which I believe are because of DLM. (55 to 49 to 44/20 to 19 to 17) and I had another instance of the connection dropping for around an hour at 3 PM yesterday.

 Also, I don't know if this is relevant but the max downstream rate has changed significantly between the old and the new router. 68 Mbps to 78 Mbps. Details below.

 

Thanks,

 

Old

18-Jun-21  
10:12  
Line 1  
StatusUP 
Connection Time07:11 
Link StatusUP 
StandardVDSL2 (G_993_2_ANNEX_ B) 
Line EncodingDMT 
Link EncapsulationATM (G_992_3_ANNEX_ K_ATM) 
 Line 1 
 DownstreamUpstream
Actual Rate [Kbps]4399817000
Maximum Rate [Kbps]6895317000
Noise Margin [dB]13.910.2
Attenuation [dB]18.30
Power [dBm]12.56.9
   
18-Jun-21 03:01  
DLM: Drop from 49 Mbps to 44 down; 19 to 17 up  

 

New

Date18-Jun-21
Time13:28
DSL synchronization status:Up
Connection status:Showtime
Upstream line rate (kbit/s):17000
Downstream line rate (kbit/s):43999
Maximum upstream rate (kbit/s):22406
Maximum downstream rate (kbit/s):78284
Upstream noise safety coefficient (dB):9.5
Downstream noise safety coefficient (dB):10.5
Line standard:Vdsl2_ANNEX_B
Upstream line attenuation (dB):5.1
Downstream line attenuation (dB):11
Upstream output power (dBm):6.8
Downstream output power (dBm):12.7
DSL up time:00:07
Time of reconnection/DLM18-Jun-21 13:21
  
Speed Test  
Wifi39.4 / 14.4
Ethernet39.9 / 14.2

 

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Message 13 of 20

Hi nashpc

 

Thanks for your reply.

 

Please can you connect the router at the test socket first, if the connection remains stable then please connect the router to your usual set up.

 

Let us know how you get on.

 

Thanks

 

Debbie

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Message 14 of 20

Hi TT Team, 

 

When the test router arrives how should I connect it?

- Test socket + microfilter

or

- Master socket (NTE5c Mk4) 

 

Thanks

 

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Message 15 of 20

You're Welcome 🙂

 

Regards 

 

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

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Message 16 of 20
Thanks a lot...
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Message 17 of 20

Hi

 

Router on the way.

 

Regards,

 

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

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Message 18 of 20

Hi @Debbie-TalkTalk .

 

Yes, please arrange for a router. 

 

Best wishes

 

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Debbie-TalkTalk
Support Team
Message 19 of 20

Hi nashpc

 

I'm really sorry to hear this.

 

The line test has not detected any faults but I can see re connections on the line.

 

I think we should send a replacement router for testing, would you like me to arrange this?

 

Thanks

 

Debbie

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