topic Re: Router keeps restarting in Broadband

Router keeps restarting

Rowdenaro — Wed, 28 Sep 2022 13:07:07 GMT

My router keeps restarting itself. Engineer has visited house and confirmed no issues with line. We both believe that the router itself is the problem and should be replaced. The problem is I cannot get Talk Talk customer support to understand this. They are treating this issue as if the wifi signal is dropping out and can be resolved by adding a microfilter to the line. Can someone from Talk Talk please respond to this and explain how I can escalate this

Re: Router keeps restarting

Chris-TalkTalk — Wed, 28 Sep 2022 13:39:15 GMT

Hi Rowdenaro,

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 keeps restarting

Rowdenaro — Wed, 28 Sep 2022 18:29:13 GMT

Thanks Chris. I have done that now

Re: Router keeps restarting

Debbie-TalkTalk — Thu, 29 Sep 2022 05:15:34 GMT

Hi Rowdenaro

Thanks for updating your Community Profile.

I have ordered you a replacement router, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

Re: Router keeps restarting

Rowdenaro — Thu, 29 Sep 2022 07:34:52 GMT

Many thanks Debbie

Re: Router keeps restarting

Debbie-TalkTalk — Thu, 29 Sep 2022 07:37:52 GMT

Hi Rowdenaro

No problem, please let us know how you get on.

Thanks

Debbie 🙂

Re: Router keeps restarting

Debbie-TalkTalk — Mon, 03 Oct 2022 08:03:15 GMT

Hi Rowdenaro

Have you received the replacement router?

Thanks

Debbie

Re: Router keeps restarting

Rowdenaro — Wed, 05 Oct 2022 10:07:37 GMT

Hi Debbie

I have recieved my replacement router. I set it up yesterday and it worked fine for the rest of the day. Unfortuanetly today it has dropped out several times causing serious disruption to my partner who is working from home. Can you please advise

Re: Router keeps restarting

Anonymous — Wed, 05 Oct 2022 10:15:18 GMT

Hi,

I'm sorry to hear this and I will take a look now. I've re-run the line test which is detecting a potential fault. Can I just confirm before we pass this over for investigation, are you experiencing any issues with the voice service such as noise on the line or is it just the broadband connection which is affected?

Thanks

Re: Router keeps restarting

Rowdenaro — Wed, 05 Oct 2022 10:19:41 GMT

Hi Michelle. Thanks for getting back to me. We no longer have a phone connected to the socket but we didn't have any issues with it in the past. We seem to be back online now but as I said, it has dropped several times today. And by dropping out I don't just mean the wifi signal. It's like the router is resetting itself which means each time this happens it takes around 5 minutes to get back online again

Re: Router keeps restarting

Rowdenaro — Wed, 05 Oct 2022 10:23:42 GMT

Update - it's gone again

Re: Router keeps restarting

Debbie-TalkTalk — Wed, 05 Oct 2022 10:25:26 GMT

Hi Rowdenaro

Apologies, the line test is now clear but was showing a potential issue when Michelle ran the test earlier.

Would you like me to arrange an Openreach engineer visit to investigate further?

Re: Router keeps restarting

Rowdenaro — Wed, 05 Oct 2022 10:30:11 GMT

I would like an engineer to visit asap please. We have had two engineers visit us so far about this problem. One replaced the socket and the other thought the router was to blame. Can I have some assurence that that next engineer will dig a bit deeper into this in order to resolve this please? Surely the error logs on the router may shed more light on this. But the last engineer said they didn't look at these. The router is offline by the way

Re: Router keeps restarting

Debbie-TalkTalk — Wed, 05 Oct 2022 10:33:44 GMT

Hi Rowdenaro

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

Thanks

Re: Router keeps restarting

Rowdenaro — Wed, 05 Oct 2022 10:35:43 GMT

Here's the latest page of logs if that helps

Re: Router keeps restarting

Rowdenaro — Wed, 05 Oct 2022 10:36:58 GMT

And now it's gone off again

Re: Router keeps restarting

Rowdenaro — Wed, 05 Oct 2022 10:48:31 GMT

Just found this post with someone who seemed to be having a similar problem. Is it worth trying this...

I'm sorry for the delay. The SNR looks like it might be dropping too low which can affect the stability and speed so I've optimised the connection now and the SNR has increased. Could you let us know if their is any improvement in stability please?

Re: Router keeps restarting

Debbie-TalkTalk — Wed, 05 Oct 2022 10:50:11 GMT

Hi Rowdenaro

Unfortunately we can't do this for Fibre connections. DLM monitors the line adjusts the profile.

Thanks

Re: Router keeps restarting

Rowdenaro — Wed, 05 Oct 2022 10:51:49 GMT

Oh ok. I shared a picture of the logs from teh router earlier. Does that give any clues?

Re: Router keeps restarting

Rowdenaro — Wed, 05 Oct 2022 10:52:29 GMT

At least I'm getting loads of Talk Talk badges out of this 🙂