FTTP Stability Issues

[DaveC90]

Hi all,

Forgive me if this is in the wrong place but I'm out of options and looking for support with the stability of my FTTP connection.

As of about a week ago my line started to drop and won't come back online until I reset the fibre connection socket. The issue is intermittent and I can't time it or predict it. I've tried two different routers and the problem persists with the wifi staying online and no connection being found by either router. I've tried a variety of different devices, factory resets and ensured all ethernet cables are secure and properly connected.

I've been through the chat service which proved fruitless (just a scrip follower), the text service is just a bot and I can't get through on the phone. Every time I've run a connection test the line boots back into life but I can only do this once every 5 days. Every time I reset the FTTP connection it will eventually boot back into life within a few minutes.

Chat assistants claim there's no issue but clearly there is, and there's a single common variable between all scenarios. I've been a software engineer for 13 years and have experience in hardware so throw any ideas or checks you might have at me because I'm all out of avenues to get support from TalkTalk's side from what I can see.

Thank you in advance.

[Debbie-TalkTalk]

HI @DaveC90 

Openreach have now closed the fault as resolved and the connection appears to be stable.

How was the connection yesterday?

[Debbie-TalkTalk]

Morning @DaveC90 

I've requested an update this morning and I will let you know here as soon as I receive additional information.

Thanks

Debbie

[Debbie-TalkTalk]

Hi @DaveC90 

It's no problem. I will let you know as soon as I receive further updates.

Thanks

[DaveC90]

Hi @Debbie-TalkTalk 

Thank you for letting me know, we've been stable here since Sunday now which is great. I've had a couple of calls off James but I've not been able to pick up.

Thank you for keeping me updated on the situation and please pass my thanks on to James.

[Debbie-TalkTalk]

Hi @DaveC90 

My colleague James has confirmed that this fault is still open and has been associated with a wider incident and we are awaiting that to be fully cleared.

I will let you know as soon as I receive further updates.

Thanks

Debbie

[Debbie-TalkTalk]

Morning @DaveC90 

This fault may still be open and being worked on by the engineers. Let me check for an update from my colleague.

I will post back here as soon as I have more information.

Thanks

Debbie

[DaveC90]

@Debbie-TalkTalkwe're now back to the same issue at 11:58pm Saturday 22nd March.

Connection was stable for yesterday evening and all the way through to today.

[DaveC90]

@Debbie-TalkTalkthis issue appears to have been rectified around 19:30, no disconnects so far and I'm no longer seeing the type of packet loss during gaming I was getting last week.

Thank you for all your help, I think we can probably close this issue now.

[Debbie-TalkTalk]

Hi @DaveC90 

You're welcome 🙂

Debbie

[DaveC90]

Hi @Debbie-TalkTalk 

That's correct yes thank you for helping me so quickly. Glad I wasn't going mad, I'll update here when it's back up and running.

[Debbie-TalkTalk]

Hi @DaveC90 

My colleague James has advised that he has made contact with you and passed this fault to an engineer for an external investigation.

Thanks

Debbie

[Debbie-TalkTalk]

Hi @DaveC90 

It's no problem. I will let you know if I receive any further updates.

Thanks

[DaveC90]

Hi @Debbie-TalkTalk 

Thanks for replying and I appreciate you passing on my fault for investigation, I'll keep an eye out for further communication.

Cheers

[Debbie-TalkTalk]

Hi @DaveC90 

Thanks for updating your Community Profile. I have passed this over to our faults escalation team so they can investigate.

The team should contact you directly.

Debbie

[DaveC90]

Current status, permanently down.

Eero claims there's a WAN IP issue and shows the red light. The ONT shows the right 3 lights as green, this looks functional but correct me if I'm wrong.

Powercycling both now no longer brings the internet back up and this will now affect our WFH setup so it's fairly urgent that I get this back up and running if anyone can provide assitance.

Changing to Google's public DNS has no effect either and I have no static IP to try.

Edit: Further updates, having a deeper search of the forums it looks like this isn't entirely uncommon. Seeing suggestions in these threads I've tried:

- Powering down the ONT for 30 mins. Result: no change.

- Connecting to the ONT directly via ethernet. Result: no connection.

[DaveC90]

Thanks for replying Karl, I've updated that information now.

[Karl-TalkTalk]

Hi

Can you please update your Community Profile to include your

• Name
• TalkTalk Telephone number or Account number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Do not post any personal information, account numbers or phone numbers publicly.

Thanks

Karl