on 23-09-2020 06:13 PM
I have been having regular disconnects since I switched to Fibre (from TalkTalk ADSL) just after Christmas. These can range from a couple of times a day to having 2-3 days without issue.
I have been through all the line tests, repeatedly, and had two openreach engineer visits which found nothing of any great interest on the line itself. My master box was replaced during one of these visits.
After the second visit some months ago, with everything bar the modem having been checked and/or replaced I was advised the modem was faulty. Since the original modem was apparently a welcome gift I had to replace it myself and duly did with a TP-Link Archer VR2800.
This has not fixed the problem.
It does however provide more interesting diagnostics. I can see that during a loss of service (I run a constant ping test) the line status remains up with the same up/downstream speeds as is normal. During this time the router is trying to renegotiate PPoE which usually takes exactly 5 minutes despite me dropping the echo request interval down somewhat. When trying to work from home it's faster to forcibly drop the connection and let it login again.
Unfortunately there is no joined-up thinking when calling support. Everytime I phone I'm pasted the same boilerplate about plugging into the master socket etc with no reference to the ongoing history with all of this.
on 27-10-2020 04:14 PM
Glad to hear this has been resolved for you.
Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.
WEAR A MASK - WASH YOUR HANDS - SOCIAL DISTANCE
on 26-10-2020 12:18 PM
I have finally been able to speak with someone on support who understands stuff.
It looks likely my problem is related to how my static IP is setup on the TalkTalk end. Temporarily removing it has stopped all the random disconnects. Quite how this will be fully resolved is ongoing.
So nothing to do with the line, or the cabling, or the router.
on 07-10-2020 12:01 PM
on 06-10-2020 08:13 AM
An engineer tried to visit us today (Tuesday), despite my having stated several times that this is only possible on a Saturday. As such I have had to once again refuse him access.
on 01-10-2020 11:33 AM
on 30-09-2020 06:10 PM
Thanks Debbie, for the update.
TT Business have so far been unable to resolve this problem over multiple cases and quite some months other than send OpenReach engineers who find nothing of note.
I have yet another visit pending as of now. We will have to see.
on 30-09-2020 02:41 PM
on 30-09-2020 01:39 PM
on 30-09-2020 06:39 AM
on 28-09-2020 08:32 PM
I've logged 3 reconnections since Friday evening with no obvious pattern to the timings. If you think a replacement router would aid in diagnostics then that would be much appreciated.
on 25-09-2020 12:32 PM
I understand and thanks for the additional information. I've re-checked the connection stats and I can only see 1 recent re-connection on the line. How often is your connection dropping at the moment? I've re-read back through your thread in relation to the router, would you like us to send a replacement router for testing purposes?
on 24-09-2020 03:09 PM
on 24-09-2020 11:45 AM
on 24-09-2020 10:40 AM
on 23-09-2020 10:48 PM
It is not a prerequisite to use a TalkTalk router. But you cannot expect TalkTalk to diagnose any possible router related issues with other than their own. Your connection should not be running over PPPoE. And there should be no need to vary MTU from the standard VDSL setting of 1500.