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.

[cotmire]

Hello again, I have been incorrectly charged £75 for the recent engineer visit.

The fault was caused by Openreach equipment so there should be no charge - the issue was in the green cabinet in the street - a faulty circuit board affecting 64 customers. There was no issue with the condition of anything on my premises / with my phone socket or equipment.

Please can you rectify this?

"We'll charge you if the Openreach engineer was unable to find a fault with your service or the fault was found to be related to a condition in your property or garden. Any faults related to your main phone socket may also incur a charge, as will issues caused by any personal devices connected to your line. You won’t be charged for faults caused by Openreach equipment."

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[Michelle-TalkTalk]

Good afternoon,

I'm really glad to hear this 🙂 If there is anything else that we can help with then please let us know.

Thanks

Michelle

[cotmire]

Still looking good so far, no problems over the weekend, thanks for checking and both you & Chris for all your help.

[Michelle-TalkTalk]

Hi Karadimuk,

I'm sorry to hear this. Please can you create your own topic and we can look into this further for you.

Thanks

Michelle

[Michelle-TalkTalk]

Hi cotmire,

Thanks for the update. How has your connection been over the weekend?

Thanks

Michelle

[Karadimuk]

My internet has 'dropped' around 25 times today been awful down in Cornwall

[cotmire]

Hi Michelle,

I asked someone from Openreach who was working outside on Wednesday if they were still tackling the issue of the bad circuit board and he said yes it should be resolved in a couple of hours; I've only had 1 blip since then so far. Current uptime is 1 day 16 hours so fingers crossed.

[Michelle-TalkTalk]

Morning,

How has your connection been since your last post?

Thanks

Michelle

[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