Random disconnects, no new router supplied after asking multiple times

[akjoint]

Router model: EchoLife DG8041W Home Gateway (Huawei)

Plan: Faster Fibre

Symptoms:

1. Router drops connection to the internet at random intervals
2. Router drops connection to the internet when large files are being uploaded
3. Router only allows traffic through to one device at a time, others fail with DNS errors
4. Connection typically only provides ~300kbps uploads to sites like Google Drive, YouTube and other cloud storage
5. None of the above symptoms experienced with BT with the same home network connections

Steps already taken to remedy:

1. First Live Chat, asked for new router as not experienced issues with BT. Line test performed and resulted in OpenReach engineer visiting and replacing home socket with direct line from router to master socket. Issues persisted
2. Placed Asus RT-N66U Dark Knight router as a static device on the IP range, used a separate range to connect to the Asus itself. Connection drops from uploads somewhat resolved but other issues persisted
3. Second Live Chat, asked for new router as issues not resolved. Personnel did not, after repeatedly stating, know which router model was being discussed. Line test performed and 'issues found' that will have a specialist call in 72 hours. 2 hours later text message sent saying engineer has found problem in the network and simultaneously an e-mail contradicting this information saying no issue found, check your local network connections. 'Specialist' never called after waiting 3 weeks
4. Third Live Chat started after router rapidly losing connection every 5 minutes over a period of 1 hour during work from home hours. Asked for clarity on sporadic disconnections and, for the third time, asked for a replacement router. Live Chat team cannot access accounts and told to return in 2-3 hours. Random disconnections persist for a further hour before normalising to symptoms displayed above

Multiple attempts have been made to get TalkTalk to resolve this problem. Issues persist. Using this forum as an alternative method of getting traction as Live Chat doesn't seem effective.

If not amicably resolved, will be switching to alternative provider.

[Chris-TalkTalk]

Hi akjoint,

I've ordered the router, it should be with you within a couple of days but please allow up to 5 working days for delivery 

Thanks

Chris

[akjoint]

Hello,

No, the current and previously supplied routers have both been the Huawei routers. Happy to try the Sagemcom.

[Debbie-TalkTalk]

Hi akjoint

I'm really sorry to hear this.

I've completed a line test which hasn't detected any faults - Line test is clear.

I can see that you are using the Huawei WIFI Hub, have you also tested with the Sagemcom WIFI Hub?

Thanks

Debbie

[akjoint]

Hello,

Update after some days' testing. After leaving the router off over night, around 13 October / 14 October, upload speeds were fast and uploading (such as to an FTP or Google Drive) did no longer cause DNS issues for the same or other clients using the internet at the same time. Issue appeared fixed!

However, upload speeds started to drop over the week again. Lost connection 20 October at around 16:10 and uploading causing DNS issues behaviour returned. Getting very low upload speeds (around 300kbps in reality) again. Power cycled the router this morning - speeds slightly faster but DNS issues when uploading behaviour remains.

This just doesn't seem all that consistent or stable for a residential use, let alone the thousands of files and Gigabytes I need to transfer for working from home. Does this information provide any additional reasoning for what the issue is? I'm now at the point where this problem is severely affecting my ability to work effectively and considering moving supplier in order to get a consistent connection.

[Chris-TalkTalk]

Hi akjoint,

Apologies for the delay.

Line history isn't showing any disconnections since the 2nd but sync speed is low. Could you switch the router off and leave it off for 30 minutes then switch back on and check speed, please let us know how you get on

Chris

[Gliwmaeden2]

I'll re-escalate this thread for you,  @akjoint, to ensure it is still in the workflow. 

[akjoint]

Hello,

Uploads continue to cause DNS issues on the same client or others on the network. Uploads are still very slow (less than 1Mbps). No correspondence for approaching a month.

[akjoint]

As mentioned 2 weeks ago, issues continue. No correspondence from TalkTalk or Openreach since 15 September.

Considering this thread has been going on for nearing 3 months, and issues have been present since I joined TalkTalk in March, are there any thoughts as to what is at fault or any escalation that can be applied?

[akjoint]

Hello,

Bumping the thread. On Thursday I had 4 complete disconnections in the space of 2 hours. In the evening my connection speed ground to a halt so I restarted the router.

Since then I have tested the same scenarios again several times. I am still struggling to upload on one device while using another. Equally doing video calls is consistently difficult (via Teams or Discord).

Considering we've been at this 2 months now, is there any suspicion of the fault, or any escalation that can be taken to resolve the problem?

[Chris-TalkTalk]

Hi akjoint,

I've passed this back to Openreach for further investigation. Can you bump the thread on Thursday and we'll check for updates 

Thanks
Chris

[akjoint]

Hello,

Issues are as before - one device uploading causes others on the network to get DNS errors and be unable to access web pages (or any other content).

I have also observed that download speeds get very slow at peak hours (not like half of the advertised speed of 38Mb, but more like a tenth). Last night, watching something via Amazon Prime prevented using voice on Discord on a different device, and vice versa. 2500ms pings.

No improvement over the last few weeks.

[Chris-TalkTalk]

Hi akjoint,

I can't check your connection stats a the moment due to a system issue. How has your connection been over the weekend?

Chris

[akjoint]

Hello,

Yes a 'non-appointed task' was raised on 18 August. Nothing since then.

[Debbie-TalkTalk]

Hi akjoint

Did you reply to OCE_Chris previous Private Messages?

Thanks

Debbie

[akjoint]

Hello,

Around 20:30 last night I was getting speeds of 0.3Mb, necessitating a reboot of the router (which seems overkill) despite it reporting I was getting 38Mb. Speeds returned to around 8Mb after that, still well below what is advertised.

Upload speeds then and this morning at 7:30 are middling around 2.5Mb still.

Performing uploads continues to cause DNS errors for other devices. Yet another example: using automatic cloud saving from games consoles stops other devices from being able to browse web pages.

I've yet to have any correspondence since 21 August.

[Chris-TalkTalk]

Hi akjoint,

I've replied to your PM

Chris

[Chris-TalkTalk]

Hi akjoint,

It looks as though we are going to need to arrange an engineer visit, to do this can you confirm:

• That you accept potential Engineers charges
• Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

I've also sent you a PM to confirm some details 

Thanks

Chris

[akjoint]

Hello,

Directly after the update from OCE_Michelle on Wednesday I received an immediate e-mail:
"We're just checking in after your recent engineer visit and think you may still be experiencing problems with your service."

Obviously this is an automated message. Other than this, I have as yet received no additional updates, visits or calls.

[Michelle-TalkTalk]

Hi akjoint,

Thank you. I've re-run the line test again now which is detecting a possible external line fault so I've passed this over to Openreach now for an external line investigation to be completed. If you don't hear anymore by Friday then please let us know and we can re-check for an update on the fault for you.

Thanks

[akjoint]

Hello,

Certainly. The filter is now connected to the test socket. Will leave as such until ready to move back to the master socket.