Internet Dropping Out Issues.

[RandyHuggins75]

Hi,

I’m hoping that someone here will be able to help me?

I have been dealing with intermittent internet dropouts since before Christmas, they happen 3-4 times a day, only lasting a few minutes or less before reconnecting again, before repeating the process again later on. The timings of these dropouts are random & do happen at some inconvenient times!

I thought the issue was my Wi-Fi signal until I noticed that it was also happening when I was using my main PC which is hardwired to the router. So I thought it might have been the router causing the issues.

I tried replacing the TalkTalk router with a spare router for a number of days to see if the router was the issue, it wasn’t.

The dropouts still occurred regardless of how many users were on my local network, even when I was the only one using it.

My next culprit was the white Openreach box...

I placed the white Openreach box where I could see the lights while using my main PC, this is where I noticed that all of the lights go out when the internet drops out, then the lights come back on as they usually do. I'm not sure if the device is powering down completely? Its not placed in a position where it would overheat, etc.

I have a feeling that I may have an issue with the white Openreach box?

Can anyone help?!!

Keith.

[siphosethu-TT]

That's good, has there been a change in your services? Thanks

[RandyHuggins75]

Okay, I've restarted both boxes regardless.

[RandyHuggins75]

Are we talking about the white openreach box or the talktalk wifi router?

[siphosethu-TT]

While go through a few checks, I'll ask you to do something for me and I'll need you to let me know when that's done. Firstly, please reboot your router by turning it off and on. Thanks

[RandyHuggins75]

Hi,

Okay, I'm a little confused. During the face to face conversation I had with the engineer, I was informed by him that a new openreach router would be needed (Indicator LEDs burning out or are already dead on box) & that he would arrange to have a replacement router sent out?

I apologise if I'm coming across as difficult, but I am a disabled, full-time carer who is looking after my mother, who is a disabled pensioner. So finding time to sit down to assist in the diagnosis process can be more than a little difficult at times.

I do really want to get this resolved, but please be aware that I can't guarantee that I'll be able stay at the computer during the testing process.

Kind Regards,

Keith.

[siphosethu-TT]

Hi there RandyHuggins75, will have to go through checks once more as the engineer notes state we should go through them instead of ordering a new router. Thanks

[Chris-TalkTalk]

Hi Keith,

I can't check at the moment so I'll check again later

Chris

[RandyHuggins75]

Hi,

Any idea of the timescale will be in getting the replacement Openreach modem needed?

It has been over two weeks since the Engineer said getting the replacement router would sort out the dropouts.

Kind Regards,

Keith.

[siphosethu-TT]

Well, that's okay if everything is working perfectly for now, if it does give you issues though in future please contact us right away. Thanks

[RandyHuggins75]

Hi,

Thanks for getting back to me.

The engineer who visited me on the 8th April said that the line did have a minor issue, which he rectified & it looked like the line was now okay. He also said that the white Openreach router was pretty old & needed replacing

I don't really have time to sit through another diagnostics run, sorry!

Kind Regards,

Keith.

[siphosethu-TT]

Hi there RandyHuggins75, I'm really sorry you had to go through all of that. I'll just run checks with you and hopefully we have this sorted as soon as possible, I just need to confirm if you are currently at home so we can get started. (Running diagnostics need you to be at home as I'll need you to do a few things for me on your end)

[RandyHuggins75]

Hi All,

I was hoping to check in regarding the replacement Openreach router as it's been 2 weeks since the engineer visit?! (8th April)

I'm still getting internet outages most days & they are getting longer as time goes on!

Help!!!

Kind Regards,

Keith.

[Chris-TalkTalk]

OK thanks Keith 🙂

Chris

[RandyHuggins75]

Apologies for the slow response!

Okay, I'll hang on until next week, I'll let you know if it hasn't arrived.

Keith.

[sabelo-TT]

RandyHuggins75, thank you for providing feedback to us about this matter. 

With regards to delivery timescale, we aim to deliver your equipment within 2 to 3 working days. However, if there are any unexpected delays, it may take up to 3 to 5 working days for your order to arrive.
 

Sabelo. 

[RandyHuggins75]

Hi,

Everything is ok to a point, it's mainly the broadband drop out issues, but that will be down to the white Openreach box being on its way out!.

Do you have a rough idea of the timescale for the new Openreach box to be dispatched?

Thanks again for the help!

Kind Regards,

Keith.

[Debbie-TalkTalk]

Hi @RandyHuggins75 

Just checking in to make sure everything is still working ok since your last post?

[Debbie-TalkTalk]

Hi @RandyHuggins75 

I'm so glad to hear this.

The speed should start to increase again now the fault has been resolved.

If you do experience any further issues then please let us know.

Debbie

[Divsec]

Hi great news, thanks for letting us know, I'll hazard a guess that the download performance will improve over the coming days.

[RandyHuggins75]

Hi All,

Thank you for the help provided.

I had a very nice engineer pop in to look at my broadband yesterday afternoon.

He stated that there was a slight issue with my line but rectified it there & then.

He also said that the white Openreach box was old & would need replacing, he said that he would arrange for one to sent out to me. Not sure what the time-scale is for that.

One thing I have noted is that my download speed has dropped a bit, before the visit I was regularly getting 200+mbps but now I'm getting speeds that rarely go above 180mbps. (I know it's not the worst problem to have!)

Kind Regards,

Keith.