WIFI OPTIMISATION

[Chris1012]

I recently switched to Talktalk broadband and I'm having issues with WIFI optimisation and channel hopping causing certain devices to disconnect from the WIFI network. From reading these pages I understand that a Talktalk employee can disable this feature on my router? Please can this be actioned?

[Chris1012]

Hi Debbie,

Is there anything I can try now since the internet is virtually unusable at present? I've had 5 dropouts in just the last 15 mins.

13.05.2024 10:25:42	Info	DHCPC	WAN DHCP client (1) started
13.05.2024 10:25:40	Info	XDSL	VDSL connectivity is up port 1
13.05.2024 10:25:10	Warning	DHCPC	WAN DHCP client (1) stopped
13.05.2024 10:25:10	Info	XDSL	VDSL connectivity is down port 1
13.05.2024 10:19:51	Info	DHCPC	WAN DHCP client (1) started
13.05.2024 10:19:49	Info	XDSL	VDSL connectivity is up port 1
13.05.2024 10:19:19	Warning	DHCPC	WAN DHCP client (1) stopped
13.05.2024 10:19:19	Info	XDSL	VDSL connectivity is down port 1
13.05.2024 10:14:46	Info	DHCPC	WAN DHCP client (1) started
13.05.2024 10:14:45	Info	XDSL	VDSL connectivity is up port 1
13.05.2024 10:14:15	Warning	DHCPC	WAN DHCP client (1) stopped
13.05.2024 10:14:15	Info	XDSL	VDSL connectivity is down port 1
13.05.2024 10:13:37	Info	DHCPC	WAN DHCP client (1) started
13.05.2024 10:13:36	Info	XDSL	VDSL connectivity is up port 1
13.05.2024 10:13:06	Warning	DHCPC	WAN DHCP client (1) stopped
13.05.2024 10:13:06	Info	XDSL	VDSL connectivity is down port 1
13.05.2024 10:12:47	Info	DHCPC	WAN DHCP client (1) started
13.05.2024 10:12:45	Info	XDSL	VDSL connectivity is up port 1
13.05.2024 10:12:15	Warning	DHCPC	WAN DHCP client (1) stopped
13.05.2024 10:12:15	Info	XDSL	VDSL connectivity is down port 1

[Debbie-TalkTalk]

Hi Chris

Apologies for this.

If the connection continues to drop with the new router, cables and filter then the next step will be an Openreach engineer visit.

Thanks

[Chris1012]

Thanks Debbie,

I hope this can be sorted out soon since the VDSL has dropped 4-5 times already this morning! It wasn't perfectly stable over the weekend with 1-2 drops per day, but that's preferable to 4-5 drops in a couple of hours!

[Debbie-TalkTalk]

Hi Chris

The replacement router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

[Chris1012]

Hi Michelle,

Thanks for getting back to me. Yes, please send out another router for me to test (my current router is a FAST 5364). So that you know, the VDSL dropped out several times over the weekend (in addition to the dropout on Friday) all while the current router was plugged in to the test socket. Also, there is no additional wiring/telephone points attached to the master socket, it's just the incoming phone line/master socket/router. So there's nothing in the house that could be causing this apart from possibly the router.

[Michelle-TalkTalk]

Morning Chris,

I'm sorry to hear this. The next step will be to test a different router just to rule this out before we arrange an engineer visit. Will this be ok?

Thanks

Michelle

[Chris1012]

Hi Debbie,

The VDSL has just dropped again whilst the router is connected to the test socket. I'm also getting a load of TR-069 failed to connect messages in the router log:

10.05.2024 14:36:57	Info	DHCPC	WAN DHCP client (1) started
10.05.2024 14:36:55	Info	XDSL	VDSL connectivity is up port 1
10.05.2024 14:36:25	Warning	DHCPC	WAN DHCP client (1) stopped
10.05.2024 14:36:25	Info	XDSL	VDSL connectivity is down port 1

10.05.2024 14:37:34	Info	SYS	TR-069 connectivity to (acs.talktalk.co.uk) has failed
10.05.2024 13:59:15	Info	SYS	TR-069 connectivity to (acs.talktalk.co.uk) has failed
10.05.2024 12:44:24	Info	SYS	TR-069 connectivity to (acs.talktalk.co.uk) has failed
10.05.2024 12:04:00	Info	SYS	TR-069 connectivity to (acs.talktalk.co.uk) has failed
10.05.2024 11:43:30	Info	SYS	TR-069 connectivity to (acs.talktalk.co.uk) has failed
10.05.2024 11:36:21	Info	SYS	TR-069 connectivity to (acs.talktalk.co.uk) has failed
10.05.2024 11:33:25	Info	SYS	TR-069 connectivity to (acs.talktalk.co.uk) has failed
10.05.2024 11:31:32	Info	SYS	TR-069 connectivity to (acs.talktalk.co.uk) has failed
10.05.2024 11:30:51	Info	SYS	TR-069 connectivity to (acs.talktalk.co.uk) has failed
10.05.2024 11:30:12	Info	SYS	TR-069 connectivity to (acs.talktalk.co.uk) has failed
10.05.2024 11:29:58	Info	SYS	TR-069 connectivity to (acs.talktalk.co.uk) has failed
10.05.2024 11:29:49	Info	SYS	TR-069 connectivity to (acs.talktalk.co.uk) has failed

[Debbie-TalkTalk]

Hi Chris1012

Apologies for the confusion. Yes we can see the drops/re connections we just couldn't see specific errored seconds during this time.

If the connection is still dropping with the router at the test socket then the next step will be a replacement router (to rule this out) then an engineer visit.

[Chris1012]

Hi Debbie,

I was still having some VDSL dropouts over the week before yesterday's 'mass sync event', but yesterday was the worst. I will post any future VDSL dropouts that occur. Can you see the VDSL dropouts on your system or are these only in the router log?

[Debbie-TalkTalk]

Hi Chris1012

From the test results earlier this morning it suggested that a mass sync event occured which is most likely related to the instability you experienced yesterday.

We can check on this again on Monday to see if the connection has stabilised (as per the message from Openreach)

[Chris1012]

Hi Michelle,

You can't see any errors on the line for yesterday from 4.09pm to 4.43pm? If so, this is very surprising since the router log (below) shows 9 VDSL dropouts during that period and the internet was virtually unusable! I don't have a phone connected so can't comment on any noise on the line.

09.05.2024 16:43:04	Info	DHCPC	WAN DHCP client (1) started
09.05.2024 16:43:02	Info	XDSL	VDSL connectivity is up port 1
09.05.2024 16:42:33	Warning	DHCPC	WAN DHCP client (1) stopped
09.05.2024 16:42:33	Info	XDSL	VDSL connectivity is down port 1
09.05.2024 16:42:01	Info	DHCPC	WAN DHCP client (1) started
09.05.2024 16:41:59	Info	XDSL	VDSL connectivity is up port 1
09.05.2024 16:41:30	Warning	DHCPC	WAN DHCP client (1) stopped
09.05.2024 16:41:29	Info	XDSL	VDSL connectivity is down port 1
09.05.2024 16:41:11	Info	DHCPC	WAN DHCP client (1) started
09.05.2024 16:41:08	Info	XDSL	VDSL connectivity is up port 1
09.05.2024 16:40:39	Warning	DHCPC	WAN DHCP client (1) stopped
09.05.2024 16:40:38	Info	XDSL	VDSL connectivity is down port 1
09.05.2024 16:39:21	Info	DHCPC	WAN DHCP client (1) started
09.05.2024 16:39:19	Info	XDSL	VDSL connectivity is up port 1
09.05.2024 16:38:50	Warning	DHCPC	WAN DHCP client (1) stopped
09.05.2024 16:38:49	Info	XDSL	VDSL connectivity is down port 1
09.05.2024 16:38:29	Info	DHCPC	WAN DHCP client (1) started
09.05.2024 16:38:28	Info	XDSL	VDSL connectivity is up port 1
09.05.2024 16:37:59	Warning	DHCPC	WAN DHCP client (1) stopped
09.05.2024 16:37:58	Info	XDSL	VDSL connectivity is down port 1
09.05.2024 16:36:55	Info	DHCPC	WAN DHCP client (1) started
09.05.2024 16:36:53	Info	XDSL	VDSL connectivity is up port 1
09.05.2024 16:36:24	Warning	DHCPC	WAN DHCP client (1) stopped
09.05.2024 16:36:23	Info	XDSL	VDSL connectivity is down port 1
09.05.2024 16:35:28	Info	DHCPC	WAN DHCP client (1) started
09.05.2024 16:35:26	Info	XDSL	VDSL connectivity is up port 1
09.05.2024 16:34:56	Warning	DHCPC	WAN DHCP client (1) stopped
09.05.2024 16:34:56	Info	XDSL	VDSL connectivity is down port 1
09.05.2024 16:33:34	Info	DHCPC	WAN DHCP client (1) started
09.05.2024 16:33:32	Info	XDSL	VDSL connectivity is up port 1
09.05.2024 16:33:02	Warning	DHCPC	WAN DHCP client (1) stopped
09.05.2024 16:33:02	Info	XDSL	VDSL connectivity is down port 1
09.05.2024 16:10:15	Info	DHCPC	WAN DHCP client (1) started
09.05.2024 16:10:13	Info	XDSL	VDSL connectivity is up port 1
09.05.2024 16:09:44	Warning	DHCPC	WAN DHCP client (1) stopped
09.05.2024 16:09:43	Info	XDSL	VDSL connectivity is down port 1

[Michelle-TalkTalk]

Hi Chris,

I can't see any errors on the line during this time. Have you noticed if there is any noise on the voice service when your connection drops? 

Michelle

[Chris1012]

Thanks Michelle,

From looking at the logs it seems most of the VDSL disconnects are occurring in the afternoon, with 3-5pm being the most common time for them to happen, although not everyday.

[Michelle-TalkTalk]

Hi Chris,

Great thank you. I'll re-check the connection stats later on today to see how the stability compares at the test socket.

Thanks

Michelle

[Chris1012]

Hi Michelle,

I have connected the router to the test socket via a microfilter (no phone connected). When I did the connection test yesterday afternoon (during the 9 VDSL dropouts/~40 minutes shown in the previous log) I think the router light was flashing amber/white (not just amber). Looking at the router log now (below) for when the cable was unplugged I get the same VDSL/WAN DCHP errors as I was getting yesterday, indicating that the dropouts yesterday (and previously) were 'breaks' in the line.

10.05.2024 07:37:06	Info	SYS	TR-069 connectivity to (acs.talktalk.co.uk) has been closed
10.05.2024 07:37:04	Info	DHCPC	The WAN DHCP client IP address 78.146.XX.XX
10.05.2024 07:36:32	Info	DHCPC	WAN DHCP client (1) started
10.05.2024 07:36:30	Info	XDSL	VDSL connectivity is up port 1
10.05.2024 07:32:11	Warning	DHCPC	WAN DHCP client (1) stopped
10.05.2024 07:32:11	Info	XDSL	VDSL connectivity is down port 1

[Michelle-TalkTalk]

Hi Chris,

That's strange. Does your main socket have a test socket please? If it does then would it be possible to connect the microfilter, phone and router at the test socket please so we can re-run the line test again?

Thanks

Michelle

[Chris1012]

Hi Michelle,

Thanks for getting back to me. Just so you know, yesterday evening and overnight I had further VDSL disconnects/reconnects that interrupted my internet connection. Also, please could you explain why when I ran a connection test through my talktalk account using my phone and 4G it said there were no connection faults despite my router flashing the amber light and the dashboard saying the router was not connected?

[Michelle-TalkTalk]

Hi Chris,

I'm sorry to hear this. I've run a test on the line now which has detected the following - No problem found on the Openreach network. The performance of this service may be impacted by a recent mass sync event. Submitting a fault to Openreach cannot expedite the restabilisation of this service. 

The stability should hopefully start to improve over the next few days so we will re-check the connection stats again first thing on Monday morning to see how this is looking.

Thanks

Michelle

[Chris1012]

Hi Debbie,

I now have another issue with my Talktalk fibre 65 broadband! I joined Talktalk on 4 April 2024 and the VDSL connection was stable for about 4 weeks. However, in the past week I have been experiencing quite a few VDSL dropouts - two on the 2 May, one on the 7 May and nine so far today (see log below). The VDSL dropouts on 2 May were only for a minute or so, the one on 7 May was for 6 minutes and today the dropouts were for ~40 minutes! Nothing has recently changed with my setup. These dropouts are very annoying as they interrupt streaming/internet access. I ran a connection test (using phone 4G) whilst the VDSL was down (flashing amber light on the router) and it said everything was fine and my router was connected, which it obviously wasn't! Please can you investigate and fix this issue?

Thanks

Chris

09.05.2024 16:43:04	Info	DHCPC	WAN DHCP client (1) started
09.05.2024 16:43:02	Info	XDSL	VDSL connectivity is up port 1
09.05.2024 16:42:33	Warning	DHCPC	WAN DHCP client (1) stopped
09.05.2024 16:42:33	Info	XDSL	VDSL connectivity is down port 1
09.05.2024 16:42:01	Info	DHCPC	WAN DHCP client (1) started
09.05.2024 16:41:59	Info	XDSL	VDSL connectivity is up port 1
09.05.2024 16:41:30	Warning	DHCPC	WAN DHCP client (1) stopped
09.05.2024 16:41:29	Info	XDSL	VDSL connectivity is down port 1
09.05.2024 16:41:11	Info	DHCPC	WAN DHCP client (1) started
09.05.2024 16:41:08	Info	XDSL	VDSL connectivity is up port 1
09.05.2024 16:40:39	Warning	DHCPC	WAN DHCP client (1) stopped
09.05.2024 16:40:38	Info	XDSL	VDSL connectivity is down port 1
09.05.2024 16:39:21	Info	DHCPC	WAN DHCP client (1) started
09.05.2024 16:39:19	Info	XDSL	VDSL connectivity is up port 1
09.05.2024 16:38:50	Warning	DHCPC	WAN DHCP client (1) stopped
09.05.2024 16:38:49	Info	XDSL	VDSL connectivity is down port 1
09.05.2024 16:38:29	Info	DHCPC	WAN DHCP client (1) started
09.05.2024 16:38:28	Info	XDSL	VDSL connectivity is up port 1
09.05.2024 16:38:13	Info	SYS	Modem login was successful
09.05.2024 16:37:59	Warning	DHCPC	WAN DHCP client (1) stopped
09.05.2024 16:37:58	Info	XDSL	VDSL connectivity is down port 1
09.05.2024 16:36:55	Info	DHCPC	WAN DHCP client (1) started
09.05.2024 16:36:53	Info	XDSL	VDSL connectivity is up port 1
09.05.2024 16:36:24	Warning	DHCPC	WAN DHCP client (1) stopped
09.05.2024 16:36:23	Info	XDSL	VDSL connectivity is down port 1
09.05.2024 16:35:28	Info	DHCPC	WAN DHCP client (1) started
09.05.2024 16:35:26	Info	XDSL	VDSL connectivity is up port 1
09.05.2024 16:34:56	Warning	DHCPC	WAN DHCP client (1) stopped
09.05.2024 16:34:56	Info	XDSL	VDSL connectivity is down port 1
09.05.2024 16:33:34	Info	DHCPC	WAN DHCP client (1) started
09.05.2024 16:33:32	Info	XDSL	VDSL connectivity is up port 1
09.05.2024 16:33:02	Warning	DHCPC	WAN DHCP client (1) stopped
09.05.2024 16:33:02	Info	XDSL	VDSL connectivity is down port 1
09.05.2024 16:10:15	Info	DHCPC	WAN DHCP client (1) started
09.05.2024 16:10:13	Info	XDSL	VDSL connectivity is up port 1
09.05.2024 16:09:44	Warning	DHCPC	WAN DHCP client (1) stopped
09.05.2024 16:09:43	Info	XDSL	VDSL connectivity is down port 1

[Debbie-TalkTalk]

Hi Chris1012

That's great, thanks for letting us know 🙂

I have sent you a Private Message with a link to a short survey for the Community.

Thanks again.

Debbie