Connection Dropping Out

[cotmire]

Hello,

For about a week now my connection has been dropping out, at first it was a few times a day and I only noticed it on the WiFi-connected PC I was working on furthest away from the router - now it's got really bad, it's happening multiple times an hour and affecting everything including our phones and ethernet-connected TV etc, the connection is basically unusable today.

The connection uptime shown in the router admin panel is unaffected, nothing in the logs indicates that there was actually an internet disconnection.

Today I've tried connecting the router to the test socket but that didn't make any difference. My dial tone sounds fine. For some reason the TalkTalk line test tool just keeps telling me this: "Oops, looks like something went wrong. We're currently struggling to fetch the relevant information due to technical difficulties".

It got so bad dropping out every few minutes this afternoon that I found an old HG633 router and tried plugging that in instead of the Sagemcom hub; for a few hours it seemed to help but I think it was a coincidence as it has dropped out exactly the same way again 3 times in the last hour.

[Chris-TalkTalk]

Yes, I think the Openreach work could be affecting your service as line test is now showing fault caused by existing network event. Hopefully you service will resume shortly

Chris

[cotmire]

It was ok again until 11am, now the broadband connection is off completely for the last 20 minutes - Openreach are currently working in my road, so likely whatever they're doing is related to these problems?

[Chris-TalkTalk]

OK thanks, how has it been since your last post?

Chris

[cotmire]

It was good all day until 5:48pm and then it happened 3 times in a 10 minute period, taking me several minutes to get back online. Been ok again since, but once a day or so is how this all started, and with the severity of the weekend disturbance as well this does all indicate that the issue at the cabinet is still ongoing, so I'm concerned if Openreach have marked it as closed-resolved. I'm monitoring it 24/7 so can let you know again tomorrow.

[Chris-TalkTalk]

OK thanks, if the disconnection continue please let us know

Chris

[cotmire]

The light stayed on, which is consistent with the fault from a few weeks ago where the router behaved as if it was still connected the whole time.

It has been ok again for the last 12 hours, but such is this issue - continuing to monitor it. It really was bad most of the weekend.

[Chris-TalkTalk]

Hi cotmire,

I'm sorry to hear that you're still experiencing problems with your service. It appears that the incident is now closed, I've run a line test, it isn't picking up any issues, sync speed is good and connection looks pretty stable. Did you notice if the light changed on the router when the connection dropped

Chris

[cotmire]

Hello,

Between 4th-10th May we had 6.5 days of continuous uptime and thought the problem was fixed.

This weekend the issue came back and it has been really bad - this afternoon it disconnected 30 times in 6 hours! It seemed to be taking a long time to get back online each time as well; whereas before we usually only had a few seconds of outage and it would reconnect.

Please can you check whether the issue with the circuit board affecting 64 customers in my area is still an open issue that Opeanreach are still actively working on? If not can you inform them that the issue returned at the weekend?

[Michelle-TalkTalk]

Good morning,

Thanks for the update. If you don't hear anymore by today then please let us know and we can request an update for you.

Thanks

Michelle

[cotmire]

Thank you Chris. You were quite right there is an ongoing issue in my area, it's a bad circuit board in the street cabinet and the engineer confirmed that I am one of around 64 customers attached to that board. Sounds like they are not quite sure what the exact cause of the problem is and have been trying to fix it for a while but that it should get resolved eventually. The good news for now is I've only had 1 disconnection since yesterday morning, so perhaps it's improving. If it does get worse again or remains unresolved for a long time is that open issue something you have visibility on to ask if there are any updates?

Edit: 9 dropouts on Saturday, 7 so far on Sunday, so it is still ongoing, but at least I know they are working on it and seems that's all we can do for the moment, thanks for your help.

[Chris-TalkTalk]

I've booked the first available afternoon appointment - April 26 2024, PM - please let us know how you get on

Chris

[Chris-TalkTalk]

OK, I'll book the engineer now and get back to you with the details

Chris

[cotmire]

Hi Chris,

They've been gone for a while and I can already tell it's still happening. The full disconnection incident this morning was likely coincidental. It has disconnected/reconnected about 8 times this afternoon - most recently at 2:03pm and 2:05pm. I will continue to monitor it but please can you go ahead & book the appointment. Thank you.

Edit: 9 times - just happened again at 2:34. Definitely still happening!

[Chris-TalkTalk]

Yes, I think it's part or an incident affecting a number of customers. Could you monitor the connection for 24 hours and if the issue persists we can try booking the engineer again (but I'm pretty sure that it's already under investigation - I think that may be why the line test isn't completing)

Chris

[cotmire]

The internet was completely down for me and at least 2 other flats this morning and I unplugged the router for 30 minutes. It's back up and running now and line sounds fine. There are OpenReach engineers currently working in the cabinet outside so that's likely something to do with it.

[Chris-TalkTalk]

Line test still isn't completing. Could I just ask, are you currently experiencing any problems with your telephone service, any noise on the line line?

Chris

[Chris-TalkTalk]

Sorry, not booked it yet, I need to run a line test before I can book the engineer as I need to enter the line test reference number on the engineer booking form, but unfortunately due to a system issue the line test won't complete. I've tried a couple of times and will try again now

Chris

[cotmire]

Thank you. This actually seems to be affecting neighbouring flats as well - having tried connecting to two WiFi networks at the same time yesterday they both cut out at the same time. Mine cut out and didn't come back on at one point yesterday I had to switch router off for 20 minutes. This morning we have no connection at all. As soon as possible would be good for the engineer booking. Is it booked yet?

[Chris-TalkTalk]

OK I'll book the engineer now and get back to you with the details

Chris

[cotmire]

Ok I understand about potential charges, please arrange, thank you.