topic Re: router restarting in Broadband

router restarting

Davepw — Thu, 08 Sep 2022 12:50:35 GMT

Hi All,

My router has been restarting several times a day and my speed has dropped right down DL is now 18.2 it was 58.7 my router is a sagemcom fast 5364.

Talktalk sent out a engineer on 11/08/22 he replaced master socket from a NTE5 for a 5c master socket but i am still having the same fault talktalk have done another line test and sent me a text message saying no fault found.

This is what i have tried to fix problem

1) changed cables (fault still there)

2) removed ethernet cables from router (fault still there)

3) replaced tv no longer using talktalk youview box (fault still there)

4) connected to internet with another pc (fault still there)

Can i replace my router with another make ? if so what one ? if not how can i get talktalk to send me another one ?.

I have spoken to the people next door and they told me they had the same trouble so changed to another provider because talktalk could not sort it.

Can anyone advise me how to get this sorted i am fed up of my router restarting while i am online/watching i players,prime video ect.

Dave

Re: router restarting

Chris-TalkTalk — Thu, 08 Sep 2022 12:52:30 GMT

Hi Dave,

Welcome to the Community

Can you please update your community profile to include your:

Name
Telephone number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Chris

Re: router restarting

Davepw — Thu, 08 Sep 2022 13:37:40 GMT

Hi Chris profile updated

Re: router restarting

Chris-TalkTalk — Thu, 08 Sep 2022 13:49:22 GMT

Hi Dave, thanks for updating your profile,

Line test is picking up a potential issue, are you experiencing any problems with your telephone service, any noise on the line?

Chris

Re: router restarting

Davepw — Thu, 08 Sep 2022 13:58:51 GMT

Hi Chris yes there is some noise on the line but not all the time also sometimes when i answer the phone my router restarts.

Dave

Re: router restarting

Debbie-TalkTalk — Fri, 09 Sep 2022 07:21:34 GMT

Hi Dave

Noise on the line can affect the BB connection.

Is the noise still present if you connect the phone at the test socket, with the router removed from the line?

Thanks

Re: router restarting

Davepw — Fri, 09 Sep 2022 12:07:25 GMT

Hi Debbie,

Sorry for delay with reply i had to wait until noise was on phone line as it is not always there one thing i have noticed is that the noise is worse when it is raining.

I have done the test that you asked me to do and can confirm that the noise is still there when pluging phone into test socket.

Also when the router restarted it’s self this morning at 9:25 and 9:30 i checked the phone line while it was restarting and there was no noise on the line.

Davepw

Re: router restarting

Chris-TalkTalk — Fri, 09 Sep 2022 13:58:21 GMT

Hi Dave,

We could try another router to see if this has any effect on the noise and stability of the connection. Would you like me to arrange to send one?

Chris

Re: router restarting

Davepw — Sat, 10 Sep 2022 05:48:06 GMT

Hi Chris,

Yes please arrange for another router to be sent for me to try.

Davepw

Re: router restarting

Chris-TalkTalk — Mon, 12 Sep 2022 06:17:37 GMT

Hi Dave,

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

Chris

Re: router restarting

Davepw — Mon, 12 Sep 2022 14:13:08 GMT

Hi Chris,

Thank you for doing that is there anyway i can track the parcel or find out when it is due to reach me as i am out a lot ?.

Davepw

Re: router restarting

Chris-TalkTalk — Mon, 12 Sep 2022 14:31:49 GMT

Hi Dave,

A tracking number hasn't been generated yet but it's on track to be dispatched tonight

Chris

Re: router restarting

Davepw — Tue, 13 Sep 2022 05:40:13 GMT

Hi Chris,

Ok can you send me tracking number when there is one Thanks.

Davepw

Re: router restarting

Chris-TalkTalk — Tue, 13 Sep 2022 06:13:10 GMT

Hi Dave,

The router was dispatched yesterday. If you'd like the tracking number could you please reply to my PM with the requested information

Chris

Re: router restarting

Davepw — Mon, 19 Sep 2022 13:11:19 GMT

Hi All,

This is just an update to my router restarting trouble.

I have set up my replacement router it restarted once on day of setup it has not restarted in the last couple of days that i have seen i have not been here all the time so it may have restarted while i have not been here i do not know if there is anyway i can check if it has restarted while i have not been here.

I will keep eye on it over the next few days and report back.

My speed is still well below what it should be has stated in my first message can it be turned up ?.

Davepw

Re: router restarting

Chris-TalkTalk — Tue, 20 Sep 2022 06:50:17 GMT

Hi Dave,

There are some disconnections but it's much improved over the last couple of days, also your sync speed has improved and is now 35Mbps. How has it been at your end since your last post?

Chris

Re: router restarting

Davepw — Tue, 20 Sep 2022 10:03:15 GMT

Hi Chris,

I have seen no restarts since my last post i have just done a speed test the results was

Download 32.9

Upload 5.00

Download is much better Upload seems a little low what do you think ?.

I will keep eye on things and report back any changes.

Davepw

Re: router restarting

Chris-TalkTalk — Tue, 20 Sep 2022 10:12:17 GMT

Yes the upstream is a bit low. I'd see how it goes over the next couple of days and let us know if it doesn't improve

Chris

Re: router restarting

Davepw — Tue, 20 Sep 2022 10:23:49 GMT

Hi Chris,

Ok thanks for that i will keep eye on things also i just want to let you know that the router has just restarted.

Davepw

Re: router restarting

Chris-TalkTalk — Tue, 20 Sep 2022 10:28:48 GMT

OK thanks. If it continues to drop and/or the speed doesn't improve just let us know

Chris