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]

As a change has been made the router will need to reconnect - this can take up to 6 minutes. If it connects sooner then we'll be able to progress once we see it connect.

As router checks haven't resolved the issue, the next step is to look at potential equipment damage and ensure it is connected correctly.

I'll guide you through the checks - ensuring any damage or setup issues that could have caused the disconnections from the Internet are identified and resolved.

If these steps don't resolve the issue then I'll look at other potential causes.

[Yorky678]

The power light is now white.

[Yorky678]

The power light is flashing orange. I have just logged into my account and it confirms that the router is up to date .

[Philile-TT]

You should be able to see the power light on the front of the router.

If this light is on, your router is receiving power.

Just to verify, is the router currently powered on?

[Philile-TT]

I understand @Yorky678 I will continue with the checks and also have a look at the router. 

I’m now going to try to remotely restart your router automatically.

This should only take around 1-2 minutes to complete.

If I’m unable to do this, I’ll advise you how you can restart it manually from your side.

[Yorky678]

When the router was checked a couple of days ago when I did a line test through my account the results as you say indicated that everything was fine and that the router was up to date. Previously  when we have had issues even though the fault was not showing outside it was sometimes found to be in a cabinet.

[Philile-TT]

A line test has not identified an issue outside your premises. As you've not made any changes before this issue started, the next step is to look at the router.

I'll guide you through the router checks - ensuring it's up to date and addressing any potential temporary issues that could have caused the connection drops.

If these steps don't resolve the issue then I'll look at other potential causes.

[Yorky678]

There has been no building work at the property. The set up is as it has always been without issues until now .The router I believe is fairly new. Whenever we have had issues previously they have always been outside the property. Just outside the property is a junction box in the ground this on occasion has caused a problem when it fills with water.

[Philile-TT]

Have there been any recent changes in your home that could have impacted your service?

For example - new or replacement equipment, building work on the premises or damage to any wiring in or around the home?

[Philile-TT]

I can see you've had connection drops on the line - this will have impacted the devices you use, regardless of whether you use Wi-Fi or a cable to connect.

I need to complete some checks with you to identify and fix the cause - looking at your setup and equipment - as our testing shows no issue with equipment outside your home.

While you haven't reported a dropping connection issue it's possible this is causing the problem you've experienced - so I'll need to work on fixing this first. I can then check if it also solves the problem you've reported

[Yorky678]

The only time I turn the router off is if my speed has dropped, then I reboot after 30 minutes.I never turn it off at night the broadband has been running fine until recently with the connection getting progressively  worse.

[Philile-TT]

Do you regularly turn your broadband router off? For example, do you switch your router off at night?

[Yorky678]

Hi Phili

The phone line is not affecting  the broadband it has dropped even when the phone line is not in use.

[Philile-TT]

I will take as that the issue is everywhere. Do you find that your internet cuts out whenever you make or receive phone calls from your landline?

[Yorky678]

The issue appears to be with the broadband to the property. The dropping of connection is with the router,which in turn leaves us with no Internet or a slow speed.

[Philile-TT]

Does the problem occur everywhere you try and use the Wi-Fi, or just in certain parts of the house - for example upstairs, or outside the house?

[Yorky678]

No we have no life support or are not dependant on phone line or broadband.Yesterday when I rebooted the router I had a speed of 24.4 down then it dropped to around 12.0 and then where it is now at 6.2.

[Philile-TT]

Do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector.

[Philile-TT]

Thank you for the information. I will conduct diagnostics.

[Yorky678]

Hi Phili. I am at home and have just logged into router which shows 6.2 Mbps up and 6.1 down.