More frequent disconnections recently

[jamieburchell]

I've noticed that my internet connection is dropping more frequently than usual. It seems to have coincided with neighbours getting full fibre but may be a coincidence (or a sinister push towards selling it to me). Can someone please check?

Thanks

Jamie

[jamieburchell]

I am using my own router. I understand you want me to test with yours, but I need specific functionality such as VPN that my router has setup and using another router will disrupt my work.

If you are unable to send an engineer, then it's probably best to just forget about it until they come to install FTTP.

[sabelo-TT]

Thank you for this as I do understand. Upon further checking on my end, I noticed that you are currently in use of our Super router while contracted to pour Fibre 65 plan. In this instance, I would like to order a replacement router and once this arrives, I will strongly ask for you to monitor your connection just to check if you would still be experiencing the same issue. 🙂

[jamieburchell]

I have arranged an upgrade to FTTP, but this will not be installed for another couple of weeks.

[sabelo-TT]

@jamieburchell, thank you for this as I do apologise for any difficulties caused. 

Upon further investigation, I noticed that a resolution was provided to this matter on your complaint case today. Correct?

[jamieburchell]

Hi @sabelo-TT

Yes, I'm still capped at around 7Mbps.

[sabelo-TT]

Hello there @jamieburchell, just checking to see if you are still affected by internet issues. Kindly confirm with feedback once you have received this message. 

[jamieburchell]

Raising a complaint was a waste of time. The operator started by sympathising about how incredibly frustrating it must be to be asked irrelevant questions about WiFi when I'm using wired ethernet, then proceeded to ask the exact same questions about WiFi. When challenged, they informed me that they were trying to establish where in the house my WiFi was weak. Incredible but not surprising. I guess this is the tier one script.

For the sake of my own sanity, I'm just going to pray that DLM is more effective than support is.

[ferguson]

You can find a Complaints link at the bottom of every page.

[jamieburchell]

How can I raise a complaint please? I'm not getting anywhere here - going around in circles trying to explain to support staff (again) that questions about WiFi are irrelevant because I'm using wired ethernet. Still - where in the house are you using WiFi.

Please can we deviate from the script and apply some intelligence? Seriously frustrating.

Why is it that it's always assumed that the client equipment is to blame anyway? It's been sat there happily connected at 40mbps for months, now I'm capped by DLM at 8mbps. It's Openreach outside up and down the poles and in the cabinets installing FTTP and changing stuff, not me.

[jamieburchell]

Yes

[amahle-TT]

Thank you, just to confirm are you messaging us from home?

[jamieburchell]

Hi @amahle-TT I have checked and my profile details are already correct.

Thanks

[amahle-TT]

Hi there @jamieburchell, can you please register/update your details on your community profile such as account number and/ landline number so I can be able to gain access to your account, look into this for you and run further checks, thanks.

[jamieburchell]

I have tried directly in the test socket, I have tried directly in the test socket with a filter, I have tried with just the pass-thru faceplate to the test socket. No difference in sync speed, SNR or errors. DLM is capping me at 8Mbps. I guess I'm just stuck waiting until the cap is removed.

I tried reaching out to TT support yesterday, they ran a few line tests but didn't say either way if there was a problem. The conversation then went to "have you changed your WiFi SSD password recently" and at that point I knew I was just wasting my time. That's why I come here - shame that the people that are able to resolve things are no longer around.

Hey ho.

[ferguson]

Indeed, but that can fail, hence my suggestion. It will just help to rule an issue out, one way or another.  🙂

[jamieburchell]

I'll connect to the test socket, with a filter too, overnight and see if it makes any difference. I don't have the original TT router to test with. However, AFAIK I am practically already connected to the test socket - there is a small faceplate (no components) that passes straight through to it attached to the front of the socket to make it look less ugly.

[ferguson]

I don't doubt that, this is just another way to check if any part of your internal setup is at fault. Have you tried the FritzBox at the test socket? It may also be better from the support team's point of view if you tested with a TalkTalk router rather than a third-party one. 

[jamieburchell]

I have a BT to RJ11 cable, comes with the FritzBox, so yes I can plug it in directly. In this thread Debbie tells me that I can buy the faceplate from Amazon to make it look neater than connecting to the test socket all the time and without a filter, so I'm getting conflicting information.

Either way, I was running at 40mbps+ with my current setup without a filter since March.

[ferguson]

Yes. Apart from anything else, the test socket won't take a DSL cable directly.

[jamieburchell]

The faceplate doesn't have a filter in it, and I don't use a separate filter. I don't use a telephone. Do I need to use a filter?