topic Re: Losing internet connection intermittently. in Broadband

Losing internet connection intermittently.

juliehut — Thu, 02 Jun 2022 08:30:01 GMT

After I recently updated to faster fiber broadband, my devices are intermittently losing connection. I have wireless and wired devices and the powerline adapters. I think it's the router. I have performed a line check and that's okay. I hope you can help. Thanks.

Re: Losing internet connection intermittently.

Divsec — Thu, 02 Jun 2022 09:07:45 GMT

Hi @juliehut your post has been escalated but it's a very long weekend, a chance to explore the issue. Do all your devices drop out at once?

Re: Losing internet connection intermittently.

juliehut — Thu, 02 Jun 2022 12:27:33 GMT

It seems to be most at the same time. It reconnects itself. We tried turning off router. It's happening every day. My Wi-Fi Chromebook is the one I'm noticing on mostly and TV.

Re: Losing internet connection intermittently.

Divsec — Thu, 02 Jun 2022 12:38:36 GMT

Hi @juliehut I wonder if it might be worth thinking about the WiFi bands in use? Through the router it is possible to select either 2.4 or 5ghz and temporarily disable one or the other. The favourite to disable would be the 5ghz as the huge majority of devices all work with 2.4ghz.

If you would rather not play this game no problem, the team will help on Monday.🙂

Re: Losing internet connection intermittently.

juliehut — Fri, 03 Jun 2022 11:43:19 GMT

Hi, I used to know how to do all that, but I can't remember now. I might wait and see what they say Monday. Thanks.

Re: Losing internet connection intermittently.

Debbie-TalkTalk — Mon, 06 Jun 2022 07:01:44 GMT

Hi juliehut

I'm really sorry to hear this.

I've completed a line test which hasn't detected any faults.

Would you like me to send a new router for testing to see how the connection compares?

Thanks

Debbie

Re: Losing internet connection intermittently.

juliehut — Mon, 06 Jun 2022 10:29:07 GMT

Hello, Debbie, yes please. I have had this router for a long time. Thank you, hopefully this will fix the problem.

Re: Losing internet connection intermittently.

Debbie-TalkTalk — Mon, 06 Jun 2022 11:49:18 GMT

Hi juliehut

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: Losing internet connection intermittently.

Anonymous — Thu, 09 Jun 2022 06:52:10 GMT

Hello,

How are you getting on? Has the router arrived?

Thanks

Re: Losing internet connection intermittently.

juliehut — Thu, 09 Jun 2022 09:20:57 GMT

Hi, Debbie. The router arrived yesterday, my son set it up, and it's fine. No connection loss and much faster too. Thank you so much. I love this community. 😀

Re: Losing internet connection intermittently.

Debbie-TalkTalk — Thu, 09 Jun 2022 09:26:16 GMT

Hi Julie

I'm so glad to hear this 🙂

I'm just sending you a Private Message with a link to our short Community survey.

Thanks again

Debbie