Internet keeps going off

[prescol]

It started around 10 o’clock last night, where my Internet on my bt modem keeps going off, I have to demote off and on again and be connected for it and then goes off. I’ve now switched off the modem and needed it off while I’m going up town but can you please do a line test because I can’t do one because there’s a fault on my line date back to June , which not had an update all has been taken off the system.

prescol

[Michelle-TalkTalk]

Ah thank you 🙂 You too @prescol 

Michelle 🙂

[prescol]

Will do Michelle,  have a great weekend and get some sunshine if it’s out.

prescol

[Michelle-TalkTalk]

Morning,

Ok please let us know how you get on. If it is still happening then we can book an engineer visit for you as the modem is classed as Openreach maintained equipment.

Thanks

Michelle

[prescol]

I have checked all the cables are incorrectly including the power cable, and I’m noticed that RJ 11 cable could be the fault.

so I am going to purchase a new RJ 11 cable and moderate if it’s okay. 

prescol

[Michelle-TalkTalk]

Hi prescol,

Thanks for confirming. If it's the Openreach modem which is losing/dropping the connection then we'll need to arrange an engineer visit. Can I just confirm that all the cables are connected securely. Could you try re-connecting all the cables just incase something is loose please?

Thanks

Michelle

[prescol]

I have not switched off the modem, but I think the modem did go off a couple of times last night. 

as you said it was in the home environment would it help if I bought some new leads to replace the old ones?? 

Its the BT white modem which is causing a problem and it’s the The green light which indicates Internet which keeps going off.. 

Prescol

[Michelle-TalkTalk]

Good morning prescol,

I've re-run the line test again now and it shows - Modem is out of sync and fault is most likely to be in the home environment.

Can I just confirm, has the connection dropped again or have you switched off the modem?

Thanks

Michelle

[Michelle-TalkTalk]

Thank you 🙂 I'll re-check the connections stats tomorrow also to see how they are looking from our side.

Michelle

[prescol]

That will be absolutely fine, Michelle. Thank you for doing the line check.

prescol

[Michelle-TalkTalk]

Good afternoon,

Thanks for the update. I've re-run the line test now which is now clear, however I can see that there have been re-connections on the line. Would it be possible to monitor the connection for 24hrs? If the Openreach modem is still dropping the connection following this then we'll need to arrange an engineer visit to investigate further. Would this be ok?

Thanks

Michelle

[prescol]

Back home, and  all powered up BT modem has all four green lights showing. And the EERO  has a solid white light

prescil 

[Michelle-TalkTalk]

Great, thank you 🙂

Michelle

[prescol]

I will contact you when I’m back home and I’ve powered up the modem. Thank you, Michelle

[Michelle-TalkTalk]

Hi prescol,

I'm really sorry to hear this. I've run a line test now which has detected that the modem is powered down. Would it be possible to switch the modem back on so we can run another line test please?

Thanks

Michelle