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.

[sabelo-TT]

@RandyHuggins75, I'm back and as per my previous message to investigating this matter 🙂 

It looks like we’ve identified that the Openreach modem is causing issues with your internet connection. I also noticed that an engineer was scheduled to come and help, but unfortunately, access to your home was not granted, which prevented them from checking the equipment.

The engineer confirmed that the line coming into your home is working fine, but without being able to check the modem itself, we can’t fully resolve the problem.

To fix this, we need to replace the Openreach modem, and this will require an engineer to come to your home for the installation. It’s important to allow access so we can get everything sorted out and restore your broadband service. If you have any questions or need help arranging the visit, just let me know. 

[sabelo-TT]

@RandyHuggins75, we do apologise for any difficulties that this may have caused to you. 

You mind for me to further investigate the matter currently affecting your broadband services? Please note that this will include intrusive checks on my end as I do want to make sure that I provide you with a suitable resolution. 

[ferguson]

I understand. The TalkTalk team are online during normal working hours so they will respond as soon as they can, hopefully tomorrow. There is an email address in the Complaints link at the bottom of the page.

[RandyHuggins75]

I really do appreciate your input furguson, but I need really to communicate with an official TalkTalk representative as I need to make a formal complaint to them (likely in the morning) as the complaints options as supplied by TalkTalk is not going to work.

I've tried resolving this via private chat since after 11am this morning, making a complaint via live chat isn't going to work, going by earlier interactions & the only other method is via the phone, which I am unable to do, being deaf.

As a result, I need to ensure that the official TalkTalk customer services team are aware that I require all further communication be made by email only.

All I need is a proper & formal response from the TalkTalk customer services team to acknowledge this message & how to go forwards with my complaint, as I am unable to use the methods suggested. Perhaps an email address?

Yours,

Keith Gilbert.

[ferguson]

No, just a voluntary helper.  

[RandyHuggins75]

Hi,

Thanks for getting back to me. I see that you are a community star, do you work for TalkTalk?

[ferguson]

No worries. If an engineer has previously identified this as faulty then it should be a simple matter of TalkTalk arranging a replacement for you. 

[RandyHuggins75]

Hi,

Yes, I have both the white G.fast modem which in turn, is connected to the black TalkTalk hub as fitted by the engineer a few years ago.

It's this G.fast modem that is randomly dropping my connection and/or switching off when under load. When this happens I have to unplug it from the mains for a bit.

Thank you for kindly getting back to me.

Keith.

[ferguson]

I am sorry to see that this is ongoing. I get the impression that you have a G.fast service and that the white Openreach box you mention is a modem, rather than a router?

[RandyHuggins75]

Okay,

I have had enough communicating through private messaging, as I've spent 7 hours going back & forwards with customer support. I'd like to keep this on a public forum so other customers can see this. 

I have gone through the same test this & that process with customer support, as of today, 3 times over the few months, with TalkTalk unwittingly or willingly ignoring what I have been trying to tell them, what I know the issue to be, a faulty Openreach modem.

When something starts overheating & shutting down randomly or under load, that normally indicates that piece of equipment is faulty & more than likely fail soon. 

I seriously don't get it, the engineer told me face to face what the issue is, a dying Openreach modem, something that is quite clearly diagnosable as it is randomly dropping connection or shutting down when overheating. But TalkTalk customer support is either ignoring what the engineer said or lying to me about the engineers report. I've already had an engineer out to diagnose this issue, now TalkTalk wants to send out another engineer to try & diagnose the issue despite my being told earlier in private chat, there appears to be no fault with the line!?

Why are TalkTalk willing to waste time & money by sending another engineer out again to diagnose the fault, which will be the Openreach modem that will eventually require replacing down the road at further cost to TalkTalk?!

Something, that someone who has spent decades in the electronics & computer industry that can easily diagnose, i.e. me.

Now that I want to make a formal complaint, I'm provided with a link that either allows me to enter a live chat to go through a process that I assume to be something very similar to the private chat I've been dealing with for the last 7+ hours today alone. Or phone the complaints line, something I am unable to do as I am deaf!! I know what will be suggested next, could I get someone to make contact on my behalf? I don't even have anyone available to call on my behalf!

I'm not trying to be difficult, but seriously, the whole process has been utterly frustrating! Especially as I now can't progress any further without calling TalkTalk as I know I wont get anywhere through live chat!   This whole process has been going on since early March.

I know I had to halt the diagnosis process for a while, due to my being unwell. But it is annoying to have this go on for so long, especially having run the same diagnostics test twice before & not being listened to.

All I am trying to do is ask TalkTalk to trust what I am saying, as someone with experience in this field & save everyone's time!

Yours, 

A very frustrated deaf customer.

P.S. My connection dropped 3 times while writing this!

[RandyHuggins75]

Hello?!

[RandyHuggins75]

Hi,

Yes, it is.

[siphosethu-TT]

Great, please confirm if you have your original setup before we get started. Thanks

[RandyHuggins75]

Hi,

Yes, I'm available at the moment.

Keith.

[siphosethu-TT]

Hi there @RandyHuggins75, I'm really sorry about this. Kindly confirm if you are currently at home so we're able to look into this for you. Thanks

[RandyHuggins75]

Hi,

Apologies for not getting back to you sooner, I'm dealing with some ongoing health issues.

I am still getting multiple drop outs a day, at random times of the day, a number of them requiring me to switch off the Openreach router & restart it. The indicator LEDs are starting to fail, with the Internet LED having failed completely.

The box appears to be overheating before it shuts itself off, while the overheating issue doesn't occur all of the time but mainly when I am running stream intensive programs such as Microsoft Flight Simulator 2024 & similar programs.
The box is not placed in a position that prevents air circulation.

My download speeds are still all over the place, often dropping down to less than 10mbps where I was getting pretty consistent speeds.

Since the 7th May I have had approx 47+ dropouts that I am aware of. The downtime varies from less than a minute, to 5+ minutes or a complete restart when it overheats. I have no idea how many times it drops out at night or when I'm not using it.

The most recent dropouts are as follows;

Today: 08.12am, 09.08am, 9.36am = General drop outs.
Sun 25th May: 20.24pm = Had to reset the Openreach router due to overheating.
Sat 24th May: 9.35am, 17.15pm, 20.35pm = Had to reset the Openreach router during the later times due to shut down & overheating.
Fri 23rd May: Unknown.
Thurs 22nd May: 17.15pm, 20.34pm = Had to reset the Openreach router during the later times due to shut down & overheating.
Wed 21st May: 13.40pm, 15.40pm, 22.30pm = Drop outs & a reset.
& so on.

Kind Regards,

Keith.

[nomfezeko-TT]

Hello Keith, thank you for reaching out and providing such a detailed update on the issues you’ve been experiencing, I am so sorry you had to contact us about an ongoing issue with your services, I truly understand how frustrating and stressful this situation must be, especially given your circumstances. We are here to help you get this resolved.

Please allow us to check into this for you so we can support you further. Kindly confirm if you are home where the services are installed and kindly let us know when was the last time you experienced this issue.

If you have any additional questions or concerns in the meantime, please don’t hesitate to share this with us. 

-Thanks,

Fez. 

[RandyHuggins75]

Hi,

I hope you all had a good weekend?7 

I wanted to touch base & update you with regards to the constant dropout issues I've been having for over a month...

I'm still getting multiples of internet dropouts a day, with some dropouts that do not reconnect, when this happens I have to go upstairs to the white Openreach router, turn it off & on again to get it working again. This is combined with download speeds dropping down to below 15mbps, where I used to get a solid 250+mbps with no issues, again resolved by resetting the Openreach router.

I'm pretty sure the TalkTalk Wi-Fi hub is fine as I tried a spare wireless router for a while to see if the dropouts stopped by using another device. Unfortunately, that didn't change anything.

As I have mentioned earlier I am a profoundly deaf & disabled carer looking after a profoundly deaf & disabled mother who is also a vulnerable pensioner.   We often have to have a GP/Consultant video consultations via the computer & I'm very concerned that a dropout will occur in the middle of one of these consultations. Getting another appointment scheduled can take forever especially as we are unable to communicate over the phone.

As you can imagine, being a full time disabled carer is difficult & the added stress of trying to get these drop out issues resolved is adding to my already full list of things I have to do!

These issues are still occurring after 2 line tests & an engineer's visit, with the engineer clearly recommending a replacement Openreach router be sent out as this is more than likely causing the issues.  Has anyone here read the engineers report & recommendations?

I appreciate the help I've received but I have been trying to get the dropout issues resolved with TalkTalk but this has been going on for a month now, without any success.

All I am asking for, is for this to be resolved.

Kind Regards,

Keith.

[siphosethu-TT]

Please monitor for now, will just run checks if it starts having issue and hopefully you won't be busy if the time comes. Thanks 😄

[RandyHuggins75]

The internet appears to be stable at the moment.