Phone calls crashing out....

[Gliwmaeden2]

Today both my phone connection and Internet are dreadful. 

Trying to make important calls to sort out muddles made by utility companies.

The line appears to be fine for a few minutes and then crashes - I literally asked the E.on Next lady if she had dropped her phone. 

We tried on the smartphone and the call suddenly lost wifi calling and crashed too. It simply stopped.

I called back on the landline and got a bit further, but the call collapsed into the equivalent of "snowflakes" on an old telly, i.e. crackle, crackle, crackle. 

It recovered enough to finish what we were trying to do. 

I've been out and about dealing with other jobs and have come back to my router repeatedly losing the Internet connection. 

I can't fall back on Three....

The internet keeps disconnecting. Is something happening with the firmware? Check for repeated loss of connection this morning, please. 

[Chris-TalkTalk]

Hi Gliwmaeden2,

These are the last couple of reconnections showing on the system, so nothing showing for today

30/11/2024 16:57

22/11/2024 03:32

Yes probably worth trying the new router if the disconnections continue

Chris

[Gliwmaeden2]

Please could you possibly check for disconnections again?

The line dropped just now. Came back pretty quickly. 

I wasn't next to the router to see the lights.

It might be worth me trying that new router after all, over the weekend?

Faceplate has been back on all week.

[Debbie-TalkTalk]

Morning @Gliwmaeden2 

I'm glad to hear that the connection has remained stable. If you do experience any further issues then please let us know here.

Thanks

Debbie

[Gliwmaeden2]

Thanks for checking, @Chris-TalkTalk. So far, so good.

Have not had a chance to check wifi calling again though.

[Chris-TalkTalk]

Hi Gliwmaeden2,

How has it been over the last 24 hours? The last reconnection showing is 30/11/2024 16:57, this must have been when you replaced the faceplate 

Chris

[Gliwmaeden2]

@Debbie-TalkTalk, a test should show that I replaced the faceplate towards 5pm on Saturday [30th November].

I haven't noticed problems with the WiFi, but I needed to book a holiday and give voucher numbers over wifi calling and, though I could hear the agent clearly, my line broke up giving out the numbers. 

He had to phone back on my landline. 

So wifi calling perhaps not working as it should [over a poor Three mobile service].

Not yet swapped routers.

[Debbie-TalkTalk]

Thanks @Gliwmaeden2 

Ok, yes it should show 1 re connection then.

We will check again on Monday to see how the connection has been over the weekend.

[Gliwmaeden2]

I'll put the faceplate back on later today. Maybe check again Monday?

It would show one drop while I do that. Hopefully just the one!

[Debbie-TalkTalk]

Morning @Gliwmaeden2 

I've checked the connection stats again this morning and the line is showing in sync and connected for just over 7 days and 3 hours.

There are no re connections showing 🙂

[Debbie-TalkTalk]

Hi @Gliwmaeden2 

Yes it appears to be more stable.

It would be worth holding onto the new router for a couple of weeks before returning (if that's ok) just in case you do experience any further issues.

[Gliwmaeden2]

Thanks for checking, @Debbie-TalkTalk.

So it appears to have settled down. 

Should I hang onto the unopened router as a fallback for testing or return it?

Don't want to get fined for not returning something!

[Debbie-TalkTalk]

Morning @Gliwmaeden2 

Ahh I hope you feel better soon. I had a cold last week and I'm just starting to feel better now.

The line is showing in sync and connected for just over 5 days and 6 hours. The last re connection was on 22/11.

[Gliwmaeden2]

@Debbie-TalkTalk, I picked up the router (again it arrived a day earlier than the Royal Mail tracking had been suggesting) but haven't been well, so just getting around to this now.

Currently the old router is still in place and in the test socket. I haven't changed anything yet, so could you check to see what disconnections or low SNR happened over the past week?

I noticed little disconnections up to Saturday night, but not since, so it is worth checking the status quo before I switch the routers.

Got the call back from the doctor out of the way now, so am not anxious about losing the line for a few minutes.

Helpful if you can let me know once it's done.

Thanks.

[Debbie-TalkTalk]

Hi @Gliwmaeden2 

Ok, I've ordered the router and you should receive this within the next 24-48hrs.

If the same fault is still occurring then we will arrange the Openreach engineer visit.

Thanks

Debbie

[Gliwmaeden2]

Give the router option a go first, @Debbie-TalkTalk .....

Given I have the doctor's phone call next Wednesday, it was less convenient to book the engineer. 

[Debbie-TalkTalk]

Hi @Gliwmaeden2 

Would you still like me to go ahead for now and order a router or just book the engineer visit?

If you contact our Future Fibre team they will be able to discuss all the specific details with you.

Your Future Fibre Support Hub

[Gliwmaeden2]

I suppose it could be the router, but the current one replaced the one that conked out after a severe lightning bolt that shook the streets, @Debbie-TalkTalk.

I wonder if there's more infrastructure damage than they realise out there? It was sufficient to knock out my power supply so that I had to start it up from the fuse box. It wasn't going to come back on naturally. 

If I get full fibre installed, it will need to be booked well ahead - I'd look into it during the spring for eg August installation as there's no other time available for potential disruption.  How long a run in period do they want to book?

[Debbie-TalkTalk]

Hi @Gliwmaeden2 

Would you like me to send a replacement router to rule it out?

Routers should last a few years at least and shouldn't become faulty that quickly.

It may be worth upgrading to FTTP if this is available in your area as this will remove the copper part of the line and should be more reliable.

[Gliwmaeden2]

It did seem to drop once in the wee small hours.

The main current nuisance is that I keep finding the one phone (or other) with "connected no Internet."

There was one proper drop out also, probably around 9pm. I didn't check the time, it was simply after teaching, I think, if not in the afternoon....but I was right beside the router at the time and observed it flashing orange. It came back by itself shortly afterwards.

So is it a router problem or do you need to send an engineer, @Debbie-TalkTalk?

Not all the routers sent out to people these days seem to have a very long life!

[Debbie-TalkTalk]

Morning @Gliwmaeden2 

I can see 1 re connection since yesterday (after the line optimisation) The SNR is still dropping slightly.

How was the connection for you last night?