topic Re: Broadband connection dropping in Broadband

Broadband connection dropping

curtisrm — Tue, 09 Aug 2022 10:21:33 GMT

Hi, my broadband connection drops frequently; the LED on the router will suddenly start flashing amber. It sometimes reconnects itself, other times I have to restart the router to reconnect. This happens as often as 3-4 times a day. I am also intermittently getting very slow speeds. I have not changed my configuration for two years and have never had either of these problems before.

If I run the connection test, it says "We suspect an issue with your broadband", and it asks me to enter my mobile number. I have done this several times, and I always get a message from talk talk saying my connection is fine.

I have also gone through the suggestions in the "Fix a dropping broadband connection" help section, but nothing seemed to resolve the issue.

Re: Broadband connection dropping

Debbie-TalkTalk — Tue, 09 Aug 2022 10:24:14 GMT

Hi curtisrm

I'm really sorry to hear this.

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

Thanks

Re: Broadband connection dropping

curtisrm — Tue, 09 Aug 2022 11:49:29 GMT

i've added the info

Re: Broadband connection dropping

Debbie-TalkTalk — Tue, 09 Aug 2022 11:59:20 GMT

Hi curtisrm

Thanks for updating your Community Profile.

I've completed a line test which has detected a potential fault towards the property and Openreach are requesting that we arrange an engineer visit.

Have you recently tested with a different router at the test socket?

Re: Broadband connection dropping

curtisrm — Tue, 09 Aug 2022 12:22:38 GMT

Thank you for checking Debbie. No, I have not tested with another router, I do not have another router to test with.

Re: Broadband connection dropping

Debbie-TalkTalk — Tue, 09 Aug 2022 12:23:46 GMT

Hi curtisrm

Would you like me to send a router for testing so we can rule this out?

Thanks

Re: Broadband connection dropping

curtisrm — Tue, 09 Aug 2022 12:24:35 GMT

Sure, that would be great, thanks!

Re: Broadband connection dropping

Debbie-TalkTalk — Tue, 09 Aug 2022 12:29:38 GMT

Hi curtisrm

No problem 🙂

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

Let us know once the new router is connected and we can run another line test.

Thanks

Re: Broadband connection dropping

curtisrm — Fri, 12 Aug 2022 14:48:13 GMT

The new router has arrived and is now connected, so you can go ahead an run another line test.

Thanks!

Re: Broadband connection dropping

Anonymous — Mon, 15 Aug 2022 05:54:00 GMT

Morning,

Thanks for confirming. I've re-run the line test now which is still detecting a potential fault. Did you also replace the cables and microfilter as the next step would be to arrange an engineer visit if the connection is still unstable?

Thanks

Re: Broadband connection dropping

curtisrm — Mon, 15 Aug 2022 06:09:43 GMT

Yes, I replaced the cables and the microfilter.

Re: Broadband connection dropping

Debbie-TalkTalk — Mon, 15 Aug 2022 06:13:25 GMT

Hi curtisrm

Thanks for your reply.

I'm just sending you a Private Message to confirm some details so we can arrange the engineer visit.

Debbie

Re: Broadband connection dropping

Chris-TalkTalk — Tue, 13 Sep 2022 14:12:59 GMT

Hi Curtis,

Thanks for the PM, I've booked the engineer for tomorrow AM (September 14 2022, 8am-1pm) - please let us know how you get on

Chris