topic Connection dropping out in Broadband

Connection dropping out

jetman — Tue, 11 Jan 2022 20:49:55 GMT

Hi,

I have a problem with my connection randomly dropping out.

A reboot always fixes it, it doesn't come back for a few days, usually. it's happened twice today hence me coming here.

My router was changed around 2020.

It is a TalkTalk Wi-Fi Hub, version SG4K10002816t

When I go to the service centre page it states the following:

We have not been able to identify your router of its software version.

When I click for more info I get the following:

About Your Router

Our health check was unable to identify the router you have connected or its software version.

This usually occurs with a third-party router but can sometimes happen when a TalkTalk router is being used.

If your service is working fine, there's no need to contact us. If not, we’d suggest speaking to one of our team.

I am on Fibre 150 and when it works it's great, can you help?

I saw that a firmware update may fix this, is this available to download from somewhere?

Thanks,

Jason

Re: Connection dropping out

Divsec — Tue, 11 Jan 2022 21:37:19 GMT

Hi @jetman the team here will take a look, unfortunately we cannot download and update ourselves.

Re: Connection dropping out

Debbie-TalkTalk — Wed, 12 Jan 2022 07:04:41 GMT

Hi jetman

Have you added the correct landline number to your Community Profile? (please do not post the number on this thread)

Thanks

Debbie

Re: Connection dropping out

jetman — Wed, 12 Jan 2022 09:37:15 GMT

Hi Debbie,

The number on my profile was my number, but I have switched to fibre broadband only, no telephone service now.

Re: Connection dropping out

Debbie-TalkTalk — Wed, 12 Jan 2022 09:51:28 GMT

Hi jetman

Are you a Future Fibre customer?

You would need to contact our Future Fibre Team to discuss this.

There is a chat now button at the bottom of this help page FUTURE FIBRE

Thanks

Re: Connection dropping out

jetman — Wed, 12 Jan 2022 10:03:23 GMT

I had a 150 fibre connection installed around four months ago, does this make me a future fibre customer?

Re: Connection dropping out

Debbie-TalkTalk — Wed, 12 Jan 2022 10:06:05 GMT

Hi jetman

Yes if you don't have a landline.

Thanks

Re: Connection dropping out

jetman — Wed, 12 Jan 2022 10:12:18 GMT

ok, thank you.

I was on a previous service and have been with Talk Talk for over a decade using this support, I didn't realise I had to use a different site.

No problem.

Re: Connection dropping out

Debbie-TalkTalk — Wed, 12 Jan 2022 10:15:43 GMT

Hi jetman

No problem. Only our Future Fibre Team can provide support at the moment.

We should hopefully be able to help with these queries over the next few months.