topic Re: WiFi turning off in Broadband

WiFi turning off

MissLisette87 — Mon, 17 Oct 2022 19:25:56 GMT

Hi. I recently changed the password on my WiFi router. Since then the WiFi keeps disconnecting on our devices. We have updated the new password on our devices. We have turned the router off and on again. If anyone has any idea on what I can do to fix this I would really appreciate it. Thank You.

Re: WiFi turning off

Skynet_TX — Mon, 17 Oct 2022 19:44:03 GMT

Hi @MissLisette87,

Do you know if the problem is with the router losing its connection to the internet (in which case a light on your router which is normally constantly lit will change colour or flash), or is it that you are losing Wi-Fi connection between your device(s) and your router (in which case the light(s) on the router will just carry on looking normal).

Do you have any ‘wired’ devices, do they also lose connection ?

For one of the TalkTalk Support Team on this community to be able to look into this you will need to update your community profile to include :

Your name
Landline telephone number that your TalkTalk service is provided on (this is shown in ‘My Account’) OR your account number if you have Full Fibre with no landline
An alternative contact number

This will allow them to identify you, and they will then be able to help.

Don't post any personal details in this thread, just add them to your community profile (only you and the TalkTalk Support Team on this community can see your profile details).

Then they will hopefully be able to respond to this post tomorrow.

Re: WiFi turning off

Debbie-TalkTalk — Tue, 18 Oct 2022 05:33:59 GMT

Hi MissLisette87

I'm sorry to hear this.

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

Thanks

Debbie

Re: WiFi turning off

MissLisette87 — Tue, 18 Oct 2022 09:37:21 GMT

Hello!

I have added my TalkTalk phone number and my mobile number to my profile.

The light on the router is staying on and white when the Internet disconnects.

Thank You for you help 🙂

Re: WiFi turning off

Debbie-TalkTalk — Tue, 18 Oct 2022 09:44:40 GMT

Hi MissLisette87

Thank you.

I've completed a line test which has detected a potential fault with the landline service, and this can affect the BB connection.

Is your phone line working ok when making calls?

Re: WiFi turning off

MissLisette87 — Tue, 18 Oct 2022 16:56:48 GMT

We don't have a phone plugged into the landline. Just the router plugged in.

Re: WiFi turning off

Debbie-TalkTalk — Wed, 19 Oct 2022 05:41:45 GMT

Hi MissLisette87

Would it be possible to borrow a handset just to check this? If there is a landline fault, then we will need to raise this over to Openreach.

Thanks

Debbie

Re: WiFi turning off

Debbie-TalkTalk — Tue, 25 Oct 2022 07:22:34 GMT

Hi MissLisette87

Do you still need help with this? Did you manage to test with a handset?

Re: WiFi turning off

MissLisette87 — Tue, 25 Oct 2022 14:46:22 GMT

Hi Debbie

I plugged a phone into the two landline sockets and neither have a connection.

Sarah

Re: WiFi turning off

Debbie-TalkTalk — Wed, 26 Oct 2022 06:36:51 GMT

Hi Sarah

Thanks for confirming this. The voice fault can affect the BB connection, so I have passed this straight over to Openreach to be investigated by a line engineer.

We should receive further updates from Openreach within the next 48-72hrs.

Thanks

Debbie

Re: WiFi turning off

MissLisette87 — Wed, 26 Oct 2022 06:56:04 GMT

Hi Debbie

Thank You so much for passing the issue on. Hopefully it can be fixed.

Sarah

Re: WiFi turning off

Debbie-TalkTalk — Wed, 26 Oct 2022 06:57:12 GMT

Hi Sarah

No problem 🙂

We will also monitor for additional updates from Openreach.

Thanks again.

Debbie

Re: WiFi turning off

Karl-TalkTalk — Fri, 28 Oct 2022 07:27:35 GMT

No updates from Openreach as yet, the fault is still under their investigation.

Thanks

Karl.

Re: WiFi turning off

Debbie-TalkTalk — Mon, 31 Oct 2022 06:42:35 GMT

Hi Sarah

Openreach have now closed the fault as resolved. How has the connection been over the weekend?

Thanks

Debbie

Re: WiFi turning off

MissLisette87 — Tue, 01 Nov 2022 20:22:40 GMT

Hi Debbie

Open reach did come out over the weekend but since then the Internet in still disconnecting from our devices every few minutes.

Sarah

Re: WiFi turning off

Debbie-TalkTalk — Thu, 03 Nov 2022 06:31:25 GMT

Hi Sarah

I'm really sorry to hear that the connection is still dropping.

I've completed another line test which hasn't detected any faults (line test is now clear) and connection appears to be stable.

Have we recently sent you a replacement router for testing?

Re: WiFi turning off

MissLisette87 — Thu, 03 Nov 2022 11:09:23 GMT

No Debbie I haven't received a new router. Please could you send me one and I will try that 🙂

Re: WiFi turning off

Karl-TalkTalk — Thu, 03 Nov 2022 11:20:23 GMT

A replacement router is on the way to you.

Regards,

Karl.

Re: WiFi turning off

MissLisette87 — Mon, 07 Nov 2022 08:32:05 GMT

Hi Karl!

We have had no problems with disconnecting since the new router has been plugged in. Thank You, and Debbie, for all your help ☺️

Sarah

Re: WiFi turning off

Karl-TalkTalk — Mon, 07 Nov 2022 08:35:35 GMT

Thats great news, thanks for letting me know.

Regards,

Karl.