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.

[amahle-TT]

Thank you, please confirm when did you notice this issue with your broadband.

[RandyHuggins75]

DELETED.

[amahle-TT]

Alright, please do provide me with it.

[RandyHuggins75]

Yes, but be aware I can only use it to text, not make phone calls as I am deaf!

[amahle-TT]

Do you have a mobile number you can provide us so we can contact you if needed?

[amahle-TT]

A line test is currently underway. This checks the equipment used to provide the broadband service to your home - including the exchange, cabinet and line equipment.

This can take up to 5 minutes to complete. I'll let you know if this test finds a fault, otherwise I'll continue with further checks.

[RandyHuggins75]

No worries.

[amahle-TT]

I am about to run a test that will look at the condition of your line. This test will identify any faults in the cables and associated equipment, between your home and the exchange, that could effect your service.

The result will allow us to determine if an engineer is required, or whether additional checks need to be completed with you.

[RandyHuggins75]

Both LEDs are blue. The Middle LED is not on.

[amahle-TT]

What is the colour of the 'Broadband' light indicator?

[RandyHuggins75]

It's been powered up & running for few minutes.

Ready to progress.

[amahle-TT]

Looking at your TalkTalk modem, can you please confirm if the 'Broadband' indicator has lights?

[amahle-TT]

We just need to wait for the modem to power up, which can take around one minute.

[RandyHuggins75]

I've restarted the modem.

[amahle-TT]

Alright, please do let me know when you are done

[RandyHuggins75]

Hi,

Apologies, but the modem had issues trying to reconnect to the internet, I had to restart it.

[amahle-TT]

Okay, we've now completed our line testing and we're unable to identify the cause of the issue you're reporting.

We'll now complete some in home checks to try and resolve your problem.To start our diagnostics, can you please restart your Modem by turning it off/on directly at the electrical socket. The modem is the device connected to your telephone socket.

Have you been able to restart the modem?

[RandyHuggins75]

Anything to get this resolved.

[amahle-TT]

I can see your equipment setup was confirmed correct recently.

Do you want to recheck this?

[RandyHuggins75]

No, everything looks fine. No damage to anything.