topic Re: Sadly I Keep Losing Internet in Broadband

Sadly I Keep Losing Internet

kwate — Mon, 07 Nov 2022 11:24:32 GMT

Unfortunately because of my age and health I rely on the internet a lot and I am trying to order our weekly food at the moment, but I keep losing internet. I have carried out the usual local checks but all seems ok.

Can anybody help please?

Many thanks

Re: Sadly I Keep Losing Internet

Chris-TalkTalk — Mon, 07 Nov 2022 11:44:34 GMT

Hi kwate,

I'm sorry to hear you're experiencing problems with your service. Line test is clear but I can see that there have been some disconnections. What colour is the light on your router at the moment?

Chris

Re: Sadly I Keep Losing Internet

kwate — Mon, 07 Nov 2022 13:02:50 GMT

Hi Chris

Many thanks for your reply. At the moment the light on the router is white.

Kwate

Re: Sadly I Keep Losing Internet

Chris-TalkTalk — Mon, 07 Nov 2022 13:08:00 GMT

OK thanks, does it change when the connection drops?

Chris

Re: Sadly I Keep Losing Internet

kwate — Mon, 07 Nov 2022 13:42:09 GMT

Yes, when I lose connection it turns to red.

Kwate

Re: Sadly I Keep Losing Internet

Chris-TalkTalk — Mon, 07 Nov 2022 13:57:59 GMT

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

Chris

Re: Sadly I Keep Losing Internet

kwate — Mon, 07 Nov 2022 14:06:36 GMT

There is no noise on the phone line, but if I use the phone I lose internet and the router light shows red. When I stop using the phone the internet comes back.

Kwate

Re: Sadly I Keep Losing Internet

Karl-TalkTalk — Mon, 07 Nov 2022 15:06:40 GMT

I can see a few drops in the connection, but tests are currently passing.

Would you like to try another router to rule out a fault with this ?

Also, what type of phone socket do you have, is there a separate socket for the phone and broadband or do you connect both into a microfiler then the phone socket ?

Thanks

Karl.

Re: Sadly I Keep Losing Internet

kwate — Mon, 07 Nov 2022 16:16:20 GMT

Hi Karl

Both the phone and broadband connect to a small box called an ADSL filter which in turn connects to the main phone line box, on which I have removed the cover and connected directly into the main socket.

I have just disconnected the phone from the ADSL filter and ran the TalkTalk Speed test - the result says "Status poor", 25 Mbps download and 3 Mbps upload.

Hope that helps.

Kwate

Re: Sadly I Keep Losing Internet

Debbie-TalkTalk — Tue, 08 Nov 2022 06:44:50 GMT

HI kwate

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

Thanks

Debbie

Re: Sadly I Keep Losing Internet

kwate — Tue, 08 Nov 2022 10:58:01 GMT

Hi Debbie

Yes let's give it a try. Thank you that's very kind.

Kwate

Re: Sadly I Keep Losing Internet

Debbie-TalkTalk — Tue, 08 Nov 2022 11:08:09 GMT

Hi kwate

Thanks for your reply 🙂

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

Let us know how the connection compares with this router.

Thanks

Debbie

Re: Sadly I Keep Losing Internet

kwate — Tue, 08 Nov 2022 11:16:58 GMT

Many thanks Debbie

I'll keep you posted on the results.

All the best

Kwate

Re: Sadly I Keep Losing Internet

Debbie-TalkTalk — Tue, 08 Nov 2022 11:17:49 GMT

Hi kwate

Thank you 🙂

Debbie

Re: Sadly I Keep Losing Internet

kwate — Fri, 11 Nov 2022 10:05:16 GMT

Thank you Debbie

Router arrived late yesterday afternoon, I will get it installed as soon as I can and let you know how I get on - fingers crossed.

All the best

Kwate

Re: Sadly I Keep Losing Internet

Debbie-TalkTalk — Fri, 11 Nov 2022 10:06:47 GMT

Hi kwate

Great, thank you 🙂

Debbie

Re: Sadly I Keep Losing Internet

kwate — Mon, 14 Nov 2022 14:49:37 GMT

Hi Debbie

I've tried the new router but sadly the broadband wasn't improved, in fact it was slightly worse.

It was the same as before when using the telephone the broadband speed dropped to 0.6 Mbps upload and 23 Mbps download.

I will return the router, using the details inside the box.

Is there anything else that can be done please? ..... And many thanks for you and your teams help up to now.

All the best

Kwate

Re: Sadly I Keep Losing Internet

Karl-TalkTalk — Mon, 14 Nov 2022 15:06:58 GMT

OK, the next option is to progress towards an engineer.

I'll drop you a PM with some details to complete.

Karl.

Re: Sadly I Keep Losing Internet

kwate — Mon, 14 Nov 2022 15:25:06 GMT

Thank you very much Karl.

Kind regards

Kwate

Re: Sadly I Keep Losing Internet

Debbie-TalkTalk — Tue, 15 Nov 2022 06:38:04 GMT

Hi kwate

Have you received the Private Message? Did you complete the form?

Thanks