topic Re: Connection goes down many times per day. Seems to be getting worse. in Broadband

Connection goes down many times per day. Seems to be getting worse.

alex7281 — Wed, 01 Dec 2021 13:52:47 GMT

I have a Fibre 150 contract using an MT992 Fibre modem and a Sagemcom Fast 5364-3.T8 router.

The connection has been rock solid for several years, up until a few weeks ago when it started to drop out. Sometimes it comes back by itself after a few minutes and sometimes it requires the router to be rebooted. (This has nothing to do with WiFi. The problem is with a wired connection.)

Recently the problem has been getting worse. I counted seven disconnections yesterday, but I think the true number is higher. This is making it increasingly hard to use the internet to do any serious work. Please would you look into this. Thank you.

Re: Connection goes down many times per day. Seems to be getting worse.

Debbie-TalkTalk — Wed, 01 Dec 2021 14:04:36 GMT

Hi alex7281

I'm really sorry to hear this.

I've completed a line test which hasn't detected any faults but I can see re connections on the line.

Would you like me to send a replacement router for testing first so we can rule this out? The next step following this will be to arrange an Openreach engineer visit.

Thanks

Debbie

Re: Connection goes down many times per day. Seems to be getting worse.

alex7281 — Wed, 01 Dec 2021 14:11:19 GMT

Thank you for the quick reply.

If you think a new router might possibly fix the problem, then yes I'd be grateful if you sent one.

Thanks,

Alex

Re: Connection goes down many times per day. Seems to be getting worse.

Debbie-TalkTalk — Wed, 01 Dec 2021 14:15:33 GMT

Hi Alex

Thanks for your reply.

The 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

Re: Connection goes down many times per day. Seems to be getting worse.

alex7281 — Wed, 01 Dec 2021 14:19:08 GMT

Thanks, will do!

Re: Connection goes down many times per day. Seems to be getting worse.

Debbie-TalkTalk — Wed, 01 Dec 2021 14:20:08 GMT

Hi Alex

Thank you 🙂

Debbie