topic Re: connection issue in Broadband

connection issue

henry28ll1988 — Mon, 18 Jul 2022 08:32:56 GMT

Hi there,

My family started to use Talktalk broadband from 1st July. Over the last few weeks, we've experienced several times that at midnight some of the devices could not connect to the Internet, whereas others could, although the router had been flashing in the normal way. For example, last night, my phone could get Internet, but my husband's phone and my laptop could not. The wifi usually comes back to normal the next morning. But it's very annoying as we need to work during night.

Could you please let me know why this is happening and how we could fix this to have a continuously working wifi for all devices?

Thank you very much!

Re: connection issue

Debbie-TalkTalk — Mon, 18 Jul 2022 08:45:52 GMT

Hi henry28ll1988

I'm really sorry to hear this.

Please can you add your name and TalkTalk landline number to your Community Profile, I can then take a look at this for you.

Thanks

Re: connection issue

henry28ll1988 — Tue, 19 Jul 2022 10:46:51 GMT

Hi Debbie, my landline number is REMOVED

Re: connection issue

Anonymous — Tue, 19 Jul 2022 10:51:40 GMT

Hello,

I've edited your last post. Please do not post any personal information on the Community. Please can you add this to your Community Profile only.

Thanks

Re: connection issue

henry28ll1988 — Tue, 19 Jul 2022 11:49:48 GMT

Thank you Michelle!

Re: connection issue

henry28ll1988 — Tue, 19 Jul 2022 11:50:26 GMT

Hi Debbie, I've added my personal info in my profile. Please check that and look forward to hearing back from you.

Re: connection issue

Chris-TalkTalk — Tue, 19 Jul 2022 12:28:38 GMT

Hi henry28ll1988,

Thanks for updating your profile. Line test is passing and your connection looks stable, however the test is picking up wifi congestion on all channels. Does it make any difference if you move the device closer to the router?

Chris

Re: connection issue

henry28ll1988 — Tue, 19 Jul 2022 16:05:58 GMT

Hi Chris, thanks for the replay. When the problem occurred, it made no difference whether we were closer to the router or not. In fact, my phone worked well although my room is far away from the router. My partner's device was closer to the router but did not get connection. After Sunday midnight, the wifi became stable again. But similar problems indeed occurred a few times in the last three weeks, all during midnight. Is there any other test you could run to check for issues?

Re: connection issue

Anonymous — Wed, 20 Jul 2022 05:43:49 GMT

Hello,

Can I just confirm, when this happens is there no connection at all on the device or is the connection just really slow?

Thanks

Re: connection issue

henry28ll1988 — Wed, 20 Jul 2022 09:50:00 GMT

Hi Michelle, when the problem happened, there was no connection at all on some devices, and stable connection on other devices. We tried to reboot the devices (phone and laptops) but did not work. The devices were functioning well and were well connected to wifi right before the problem occurred.

Re: connection issue

Chris-TalkTalk — Wed, 20 Jul 2022 10:48:04 GMT

OK thanks. We can send another router to test with, would you like us to arrange this?

Chris

Re: connection issue

henry28ll1988 — Wed, 20 Jul 2022 15:58:15 GMT

Hi Chris, that sounds good. Please send the router. Thanks!

Re: connection issue

Chris-TalkTalk — Thu, 21 Jul 2022 06:25:00 GMT

Hi henry,

I've ordered the router, it should be with you within a couple of working days

Thanks

Chris

Re: connection issue

Anonymous — Mon, 25 Jul 2022 08:23:40 GMT

Morning,

Just checking back in to see how you are getting on?

Thanks