topic Re: Router disconnecting / connection issues in Broadband

Router disconnecting / connection issues

zoecj — Thu, 18 Aug 2022 12:58:07 GMT

Hello. My router is regularly disconnecting. My laptop advises I have no internet connection and when I check the router the light is flashing orange and white intermittently. This is happening several times a day.

Even when my internet is showing as working, I am still experiencing connection issues. My wifi shows as full strength and speed tests are coming back fine, but simple apps aren't working e.g. a teams video call will keep dropping out due to 'connection issues'. I thought it may be because of where I was in the house, so have situated myself within three foot of the router with no obstructions, but still experience the same problems.

Re: Router disconnecting / connection issues

Gliwmaeden2 — Thu, 18 Aug 2022 13:50:34 GMT

@zoecj, please stick with this thread. I've moved your duplicate topic out of the way.

You are in the queue for attention from staff.

They'll need to identify your account, so please complete your community forum profile details. You need to add your Talktalk landline number or Account number by going via your avatar/name; settings; launch profile wizard.

Re: Router disconnecting / connection issues

zoecj — Thu, 18 Aug 2022 14:32:21 GMT

Ok, thank you. I think I have complete the settings you have mentioned.

Re: Router disconnecting / connection issues

Chris-TalkTalk — Fri, 19 Aug 2022 06:41:41 GMT

Hi zoecj,

I'm sorry to hear that you're experiencing problems with your service. Line test is passing but I can see that there have been some disconnections. Is your router currently connected to your test socket? - Your guide to main phone sockets - TalkTalk Help & Support

Chris

Re: Router disconnecting / connection issues

zoecj — Fri, 19 Aug 2022 07:50:38 GMT

Hi Chris.

It was plugged into a FTTC socket by the front door with the router plugged into the top port.

I have removed the front panel and used a microfilter to connect into the test port.

It does appears a few of the wires in the box are broken... See photo attached. Is that normal?

Re: Router disconnecting / connection issues

Chris-TalkTalk — Fri, 19 Aug 2022 08:03:11 GMT

Thanks for the information. Do you have any extension sockets or is this the only telephone socket in your home?

Chris

Re: Router disconnecting / connection issues

zoecj — Fri, 19 Aug 2022 08:48:38 GMT

Hi.

We have two phones lines coming from the same telegraph pole coming into the house. One goes upstairs where there is a BT open reach NTE 5C box.

The other enters the house downstairs into the socket I am using.

When we moved into the house last year we set up one phone line and number (with TalkTalk) which works via the socket downstairs. there are no extensions to this socket.

Re: Router disconnecting / connection issues

Chris-TalkTalk — Fri, 19 Aug 2022 09:14:09 GMT

OK thanks, are you experiencing any problems with your telephone service, any noise on the line?

Chris

Re: Router disconnecting / connection issues

zoecj — Fri, 19 Aug 2022 09:28:16 GMT

We do not have a house phone

Re: Router disconnecting / connection issues

Chris-TalkTalk — Fri, 19 Aug 2022 10:33:18 GMT

Do you have another router that you can test with?

Chris

Re: Router disconnecting / connection issues

zoecj — Fri, 19 Aug 2022 10:41:15 GMT

No, I only have the one router.

Re: Router disconnecting / connection issues

zoecj — Fri, 19 Aug 2022 10:41:44 GMT

No, I only have the one router.

Re: Router disconnecting / connection issues

Chris-TalkTalk — Fri, 19 Aug 2022 10:42:19 GMT

Would you like me to send another router to test with?

Chris

Re: Router disconnecting / connection issues

zoecj — Fri, 19 Aug 2022 12:11:04 GMT

Yes, that would be great, thank you.

Re: Router disconnecting / connection issues

Chris-TalkTalk — Fri, 19 Aug 2022 12:15:52 GMT

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

Chris

Re: Router disconnecting / connection issues

zoecj — Fri, 19 Aug 2022 12:31:23 GMT

Thank you! Should I replace the cover on the test socket now, so I can plug straight into that? Or is it best to use the microfilter and test socket?

Re: Router disconnecting / connection issues

Chris-TalkTalk — Fri, 19 Aug 2022 12:35:39 GMT

I'd test with the new router in the normal socket initially and then the test socket if the issue continues

Chris

Re: Router disconnecting / connection issues

zoecj — Fri, 19 Aug 2022 13:02:43 GMT

Ok, great! Thanks so much.

Re: Router disconnecting / connection issues

Chris-TalkTalk — Fri, 19 Aug 2022 14:05:19 GMT

No problem 🙂

Re: Router disconnecting / connection issues

zoecj — Sat, 27 Aug 2022 05:28:27 GMT

Morning

The new route arrived the next day. Thank you.

The constant disconnections seemed to stop but I’ve still been experiencing lots off buffering / poor network quality messages on both my laptop for video calls and when using our smart tv.

This morning however we have woken up with no internet. I’ve tried restarting and unplugging and re plugging everything. It’s flashes orange and eventually just turns to a solid orange.