on 19-04-2022 05:18 PM
We have been having internet drop outs for the last month. Before this issue started the internet has stable (150mb down and 30 up) with no dropping. Now we have 4 to 10 drops a day where are internet goes off for 2-5 mins and reconnects back at the same speeds (150mb down and 30 up).
On the provided BT modem when the internet drops out, the lights on are the power and the LAN lights. The DSL light flashes until the internet works again and once that happens the light is solid again.
As G.Fast has a Openreach modem and TalkTalk provided router we tested the router while the internet was out. It seems fine while the internet is out as we can transfer files on our home network while the internet is down with out any issues.
We have other ISP in the area laying fibre and they are running the fibre via Openreach ducts and have damaged cables recently (https://www.bridgwatermercury.co.uk/news/20070588.bridgwater-residents-left-without-reliable-interne...). So we are not sure if this is the case here as well as we did not have issue before.
Can you help pin down what is causing this issue?
on 21-04-2022 12:52 PM
I can check the availability for the date provided. Charges would apply if the engineer locates a fault with your own internal wiring or equipment. If nothing has changed since the engineer install then charges shouldn't apply as this was set up by the engineer. Would you like to proceed?
on 21-04-2022 12:49 PM
on 21-04-2022 06:20 AM
on 20-04-2022 06:58 PM
The support team here can make the booking for you, they can try to fit it around the times that are convenient for you. If you are happy to post the times that are good for you in this topic then you could go ahead and do that. If you would prefer to keep the details private then you could add it into the 'private notes' section in your community profile.
Either way, the support team here would then be able to make a booking for you when they return tomorrow.
20-04-2022 06:50 PM - edited 20-04-2022 06:52 PM
Yes that would be the next step.
Is there a way of choosing a date and time range for the engineer visit? It is hard to get free time in weekdays due work commitments, so picking a day within in the week that someone in the house will be free will help.
on 20-04-2022 10:33 AM
on 20-04-2022 10:02 AM
We can't send out a replacement Openreach modem as this would have to be replaced by an engineer as part of an engineer investigation to the property. Can I just confirm, what lights change on the modem when the connection drops?
on 20-04-2022 09:58 AM
You can send it but I don't believe it is the router as it is not used to connect to the internet. With a G.fast line there is a modem from Openreach used to connect to the internet and this is disconnecting from the internet. Its like the picture below. It might be worth this piece being replaced.
Will there be a charge for the router and free return if it turns out not to be the problem.
on 20-04-2022 07:19 AM
on 19-04-2022 09:59 PM
It would be worth going to the Service Centre to run a connection test on your line, this will indicate if there is currently a fault affecting your service. You can also access this from the ‘My Account’ site.
Also, if you have a landline phone can you check to see if that is working normally (i.e. you have a clear dial tone and no noise on the line).
The TalkTalk Support Team on this community will be able to help, they will hopefully be able to respond to this post tomorrow.