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]

Does any of the equipment appear to be damaged?

[RandyHuggins75]

I'm using the newer black modem.

[amahle-TT]

Please confirm which modem are you using, is it the Openreach white one or the black one?

[RandyHuggins75]

I have the NTE 5C mk4.

[amahle-TT]

I need to find out what type of master, or main, telephone socket you have so I can give the correct troubleshooting advice.

The master socket will be a white box on a wall, and is where the telephone line connects into your house from outside.

Please browse to https://community.talktalk.co.uk/t5/Articles/Your-guide-to-main-phone-sockets/ta-p/2205432 - this page shows you images of the different socket types so you can identify which you have.

Can you confirm what type of master socket you have please?

NTE 5C mk4

NTE 5C

NTE 5

FTTC

NTE 2000

Non-NTE

No Socket Provisioned

[RandyHuggins75]

No, I never touch anything unless there is an issue.

[amahle-TT]

Noted, do you regularly turn your broadband router off? For example, do you switch your router off at night?

[RandyHuggins75]

Not that I'm aware of. I don't use the landline for calls as I am deaf, so there's no phone connected to it anymore.

[amahle-TT]

Do you find that your internet cuts out whenever you make or receive phone calls from your landline?

[RandyHuggins75]

Okay.

[amahle-TT]

Alright, an automated check is in progress to check if the router is able to connect to the Openreach street cabinet. This can take up to 3 minutes to complete. I'll let you know once it's finished.

[RandyHuggins75]

The problem occurs with both wired & wireless, throughout the house. It's not wireless related as it happens with a wired connection. 

I get the same speed while using both wired & wireless.

[amahle-TT]

Alright, does the problem occur everywhere you try and use the WiFi, or just in certain parts of the house - for example upstairs, or outside the house?

[RandyHuggins75]

No, nothing.

[amahle-TT]

Thank you, do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector.

[RandyHuggins75]

Hi amahle-TT,

Thanks for getting back to me so quickly.

Yes, I am at home until 5pm.

Keith.

[amahle-TT]

Hi there @RandyHuggins75, thank you for reaching out. I will look into this for you. Please confirm if you are messaging us from home.

[RandyHuggins75]

Hi,

Hope all is well, despite the heat!

I wanted to provide an update with regards to the new modem.

I installed the new modem on Sat 30th May & as far as I can see have had zero drop out issues, which is great.

Unfortunately, the download speeds are far slower than before, with the speed never going above 80mbps & as of the last few days has started to slow down to 60 to 70-ish mbps. Whereas before I was getting speeds that were in the higher end of up to 250mbps with no issues. Upload speeds seem to be the same as before at approx 15mbps.

I thought that it might be due to peak usage, but it is the same regardless of the time of day or night. This occurs on my main PC, that is connected via ethernet, as well as other devices wirelessly.

I've also ensured nothing else was connected to my network, wired or wireless when running the speed check, with the same result.

I've left it for a few weeks to see if everything stabilised, restarted the modem & router but the speed is still an issue. I’ve unplugged the power cable to the modem & plugged it back in after about 5 minutes, with the same results. As well as pressing the reset button.

Please note that all of the tests below were carried out using my main PC that is connected to the router via network cable, not wirelessly.

I’ve also tested by changing the following cables;

• The RJ11 broadband cable connecting the phone socket to the modem.
• The RJ45 network cable that connects my PC to the TalkTalk hub.
• And finally, the RJ45 network cable between the modem & TalkTalk hub.

I have gone through the trouble shooting advice as laid out here;

https://community.talktalk.co.uk/t5/Articles/Fix-slow-broadband-speeds/ta-p/2204649

I’ve gone through each step as outlined & everything tests okay apart from the actual download speeds & when I need to take the face plate off & connect the RJ11 cable directly into the test socket.

For some reason once plugged into the test socket I am unable to get the modem to connect to the internet (solid red broadband light indicated) I thought I might have inserted the RJ11 connector incorrectly, so I ensured it was seated properly, flipped it over, with the same results. Despite this, once the faceplate is reinstalled, the broadband works as it should but still with speeds far lower than it should be, as stated earlier.

I’ve also run the track my fault process (Ref: REP-15755720) on the TalkTalk support page which has stated that it has found a fault. The page also says to click a link to contact the TalkTalk team but the button does nothing (all pop ups are unblocked across the TalkTalk sites).

I’ve also received an email & a text message saying that I’ll get another message with further steps to follow, nothing else comes through?!

So, at present, I am stuck as to what to do!

Kind Regards,

Keith.

[sabelo-TT]

@RandyHuggins75, thank you for this as I will be awaiting feedback from you once you have connected your new Modem. 🙂 

Thanks..

[RandyHuggins75]

Hi,

Apologies for not responding earlier, had a hospital visit for most of yesterday.

I'm not sure what was arranged, but I was not aware of any engineers visit booked for yesterday. I did not see any communication informing me of any engineers visit.

As a result, I was not able to ensure that I was available to let the engineer in to check out the equipment!?

I received an email earlier from Royal Mail, stating the new modem will arrive sometime tomorrow. I will let you know how things are going at some point next week, once everything has time to settle in.

I'll be fine connecting the new modem myself.

Kind Regards,

Keith.