Loss of Fibre 35 connection & intermittent speed.

[Yorky678]

Over the last two days my connection has been intermittent  and when reconnecting drops to a lower speed.It is currently 6.2 download which is below the guaranteed  minimum of 8.0.I have rebooted the router for 30 minutes. It reconnects sometimes with a better speed and then drops.I have tried Live Chat but cannot get to chat to any one but the Virtual Assistant.

[Philile-TT]

You are most welcome @Yorky678 I'm happy that we have got to a solution. Cheers. 

[Yorky678]

That is brilliant. Thankyou so much for your help. I agree will give it a couple of days and see how it goes with this router. If it recurs may have to change it. Thankyou.

[Philile-TT]

Okay that great, that is the speed you are supposed to be receiving, let do this, I will not order the router for now. If the issue comes back please let me know. How about that? 

[Yorky678]

Thankyou for your help. I see you are sending me a new router. If the speed is maintained do I still need to replace the old one.

[Yorky678]

Hi Phili

I removed the faceplate and obviously lost Internet connection.

On reconnecting I logged into the router and now have a speed of 26.0Mbps up and 7.0 Mbps down.

Maybe will have to see if this speed is maintained as it dropped previously when this happened.

[Philile-TT]

@Yorky678 Please put it back, I will pause the case and order a new router for you if the new router does not solve the issue, please jump back on the thread and advise. You will receive the router within 2-3 working day.

[Yorky678]

I removed the faceplate and obviously lost Internet.

[Yorky678]

No problem

[Philile-TT]

I'll now need you to remove the faceplate from your master socket. Please advise if you were able to remove it.

[Yorky678]

Picture as requested

[Philile-TT]

Not yet received maybe it still loading that side. 

[Yorky678]

I have sent a picture. But not sure if successful.

[Philile-TT]

Please send a picture of your master socket. 

[Yorky678]

The Openreach 5C does not require a microfilter it is built into the socket.

[Philile-TT]

Do you have a microfilter?

These would be supplied with the router so may be in the box if you still have it.

[Yorky678]

Hi Philli

The set up has not changed and all connections are sound inside the property.I have checked the cables into the router and they are fine.

[Philile-TT]

Does any of the equipment appear to be damaged?

[Yorky678]

The socket is Open reach 5C

[Philile-TT]

I need to find out what type of master, or main, telephone socket you have so I can give the correct troubleshooting advice.

The master socket will be a white box on a wall, and is where the telephone line connects into your house from outside.

Please browse to https://community.talktalk.co.uk/t5/Articles/Your-guide-to-main-phone-sockets/ta-p/2205432 - this page shows you images of the different socket types so you can identify which you have.

Can you confirm what type of master socket you have please?

[Yorky678]

I have logged into the router and the speed is only 8.1