Internet completely drops semi at random - and only to one device

[posttt]

I'm running the eero 6 provided, and I have been having none stop issues to my PC, running win 10. I use ethernet through powerline and a intel wifi card. Both have similiar issues.

• When booting the PC for the first time in a day (usually in the evening after work) it sometimes fails to connect for a long time. I often have to restart the eero and modem manually (turning it off at a wall for a few minutes before turning it back on), but this doesn't always fix it.
• When the connect becomes stable, it often remains so until I turn off and reboot the PC the next day. Not always though. In fact, while writing this post out, I saw the connection dip and die at random. No touching of the ethernet or eero, no new program been booted. Just died while writing and streaming music.
• Upon playing games which are network connected, the connection drops. The entire PC has lost it's connection - I'm not able to open a webpage, or music streaming will cut out. Sometimes, shutting down these games will see the internet restored. Something it won't.
• When these things go down, it largely doesn't seem to effect other wireless devices connected to the eero.

The major issues I have is the problems are absolutely not consistant, and the solutions are neither. All of these fixes sometimes work, and sometimes don't:

• Manually restart the eero and modem.
• Swap the ports been used by the powerline and the modem into the eero.
• Swap the plugs the powerline are using
• Physically move the PC.
• Disabling the ethnernet and/or wifi card device in the PC's device manager and renabling it

I am also in the unique position that I spend half my time living in one location, and half my time in another. I actually transport my PC between these locations. I have no issues in the other location. Additionally the powerline set up used in the problem location worked perfectly before my swap to TalkTalk and the eero.

I can only conclude there is some issue in the eero, modem or with TalkTalk.

I've tried pretty much everything I can think of and I'm losing my mind. The system is essentially not fit for purpose. Is there another solution or fix I have not tried, or is it possible to request a different router and return the eero?

[nambuso-TT]

I do understand @posttt and this is not the experience we want for our customers for further assistance regarding this please refer to the above number provided by @amahle-TT.

Alternatively, you can use the below live chat link to live chat with the full fibre department, Thanks

https://community.talktalk.co.uk/t5/Articles/Our-live-chat-team/ta-p/2230529

[posttt]

Unfortunately I have now completed the switch. While this problem cannot be resolved for me, I am sure there are other TalkTalk customers in the north of England, who will be routed through Manchester, who are suffering the same issue without the help needed to know that the problem is outside of their home networks. 

Upon figuring out that infomation, I did notice the drop outs were noticably less frequent during the quiet hours of the morning - I am sure it's something overloaded there.

If it can be solved, I am sure they would be much happier.

[nambuso-TT]

`Hi there 

@Gliwmaeden2 Thank you so much for helping out. 

[KeithFrench]

Hi @amahle-TT 

Thanks for that. @posttt please report this to the Full Fibre Helpdesk & then come back on here. However, as advised by @Gliwmaeden2 if you are moving ISP, then it may not get resolved by the time you leave. It is up to you.

[Gliwmaeden2]

@posttt if you are in the process of switching to a new ISP it may not be possible to get to the bottom of this on Talktalk's systems. When do you expect the switch to have completed?

[amahle-TT]

Hi there @posttt, Kindly contact our full fibre team and they will be able to assist you further :

03451720074
Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed

[amahle-TT]

@KeithFrench, Networks team require an open repair case on the account for them to be able to look into it further, in this case there is no repair case opened, and it can only be opened by FTTP team, thank you. 

[posttt]

Apologies for the delay. Yes, it has been changed both on the PC and in the Eero itself.

[KeithFrench]

Changing to a different DNS server such as Google, doesn't mean a different route as such; you are still on the TalkTalk network and have to access the internet from there. What it can do is resolve the sites you want, to a different, more up-to-date IP address. That may well then send you on a different route, but only on the section from the TalkTalk network to the desired web server. With your problem being an address within the TalkTalk network (78.144.1.33), this needs to be passed over to the TalkTalk Networks team. I will do this for you now. 

Hi @Nicolene-TT, please can you pass this over to your Networks team? The customer is doing a trace route and it fails at a hop within the TalkTalk network (78.144.1.33). Thanks.

[ferguson]

In your router?

[posttt]

I hadn't run the trace with my DNS set to 8.8.8.8 or 1.1.1.1 so I decided to. Even with my DNS changed, I am still hitting 78.144.1.33 and seeing my packets dying at that exact point.

[ferguson]

OK, it's just that if you used a different DNS server it shouldn't hop via TalkTalk at all.

[posttt]

This has been attempted as one of the first potential fixes. Anything within easy google searching has not resolved the issue. Trust me, I tried.

For clarity, my issue is in the talktalk owned infrastructure IP address 78.144.1.33 / Manchester - this I was able to confirm by running a tracert check and seeing my ping to local router was 6ms, but ping to that address (my third jump) was 3000ms+

[ferguson]

Could be a DNS server issue, have you tried alternative servers?

[posttt]

I am using my final days with Talk Talk to look a bit more. A friend who works in IT has actually helped a great deal more than fruitless nights googling and with talk talk tech support. For any others having this issue, run this in cmd:

tracert google.com

You can clearly see there where your bottlenecks are. I seem to be encounting issues in my jump 3 been talktalk (or their operators) own network. I believe a hold up with talktalk themselves external to my own local network and the router cause the issues. This would also explain why some apps kill the internet completely - they are not properly routing through talktalk. I believe there is an overloaded or dying internal router on their end - and has been for months - which needs to be repaired. That, or this inconsistant connections are on purpose.

Good luck to anyone else in the future with these issues.

[posttt]

Every day yes, none stop and constantly.

I fear I have solved this issue by migrating ISPs after been unable to solve it. Any remaining solutions are only for the benefit of anyone suffering from the same issue - but I am sure they would welcome it.

[Philile-TT]

Hi @posttt is this happening on a everyday basis? 

[posttt]

Sorry for the late reply - as I said, I move my PC around and it has been running smoothly on another network for a few months, so this has not been a concern. But now I;'m back and the problems persist.

I believe they are on the same unit, however I do not think it is a power line fault. As I stated above, the exact powerline set up been used worked before my swap to talk talk and eero. Additionally, the drop seems to effect other devices too and when I use the wi fi adapter on my PC.

[KeithFrench]

Hi @posttt 

If it affects just the PC, on either Wi-Fi or wired & other devices are OK, then I need to start diagnosing this issue using just your Wi-Fi connection when it is taking a long time to connect.

Please wait just over three hours since your last connection attempt failed and then can you launch a Command Prompt as an administrator? Then issue the command below and press the Enter key:-

Netsh wlan show wlanreport

It creates a report & saves it to the HTML file:-

C:\ProgramData\Microsoft\Windows\WlanReport\wlan-report-latest.html

In addition to the HTML file listed above, a CAB file, as well as an XML file, will be in the same folder. Please, can you zip them up with 7-Zip and set a password? Send the password to me in a PM message. As soon as I have them, I will delete them from your post.

The information below is provided by TalkTalk. For confirmation, please contact @Lorrainef, the manager of the TalkTalk support staff on this forum.

KeithFrench is one of our valued Community Stars and can help with a range of issues related to wireless and networking. At times, he may ask you to send him test results via a Private Message to help analyse/diagnose an issue. Although Keith does not work for TalkTalk, he very kindly shares his time and knowledge to help others.

If you need further help or if we need to take any details such as personal information about your account, like phone numbers, account numbers, etc, one of the TalkTalk team will jump in and help out.

[sabelo-TT]

Hello there @posttt, for further assistance into this matter, I will strongly for you to alternatively get in touch with our Full Fibre department using 03451720074 Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed