topic Re: Broadband regularly cutting out in Broadband

Broadband regularly cutting out

Chris159 — Wed, 25 Jan 2023 14:19:39 GMT

My broadband keeps disconnecting. It’s happening several times a week, often multiple times a day. I’ve tried turning the power off and on again, and tried resetting the router but neither makes any difference.

Re: Broadband regularly cutting out

Chris-TalkTalk — Wed, 25 Jan 2023 14:23:50 GMT

Hi Chris,

Does the light change on your router when the connection drops?

Chris

Re: Broadband regularly cutting out

Anonymous — Thu, 26 Jan 2023 07:25:44 GMT

Morning,

How are you getting on? Do you still need assistance with this?

Thanks

Re: Broadband regularly cutting out

Chris159 — Thu, 26 Jan 2023 12:32:45 GMT

Yes I still need help with this. The light changes to orange (maybe flashing orange) when the connection drops, then alternating orange and blue, then finally back to blue once it’s up and running again.

Re: Broadband regularly cutting out

Anonymous — Thu, 26 Jan 2023 12:39:44 GMT

Hello,

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

Re: Broadband regularly cutting out

Chris159 — Thu, 26 Jan 2023 12:56:10 GMT

I’ve updated that now Michelle. The account may be in my wife’s name rather than mine so I’ve listed her as the alternative contact number.

Re: Broadband regularly cutting out

Anonymous — Thu, 26 Jan 2023 12:59:52 GMT

Hello,

Can you please update your community profile to include your:

TalkTalk Telephone 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

Re: Broadband regularly cutting out

Chris159 — Thu, 26 Jan 2023 13:02:06 GMT

Done that now Michelle. Landline number is the main one, then my wife’s is the alternative number.

Re: Broadband regularly cutting out

Anonymous — Thu, 26 Jan 2023 13:05:43 GMT

Hello,

I've run a test on the line now which hasn't detected a fault, however the connection does look unstable. Can I just confirm, does your main socket have a test socket please?

Thanks

Re: Broadband regularly cutting out

Chris159 — Thu, 26 Jan 2023 13:11:31 GMT

I don’t know. What’s a master socket?! It’s plugged into an openreach Master Socket 5C if that helps.

Re: Broadband regularly cutting out

Anonymous — Thu, 26 Jan 2023 13:17:51 GMT

Hello,

The NTE5C should have a test socket. I've included a Help Guide below. If it's possible please can you connect the microfilter, router and phone directly at the test socket so we can see if the stability improves.

Your guide to main phone sockets - TalkTalk Help & Support

Thanks

Re: Broadband regularly cutting out

Chris159 — Fri, 10 Feb 2023 11:36:56 GMT

Hi Michelle. Is it too late to do this? I’ve got some time today I should be able to try the test socket

Re: Broadband regularly cutting out

Anonymous — Fri, 10 Feb 2023 11:46:21 GMT

Morning,

Thanks for confirming. Please let us know once the router is connected at the test socket and we can re-run the line test again for you.

Thanks

Re: Broadband regularly cutting out

Chris159 — Fri, 10 Feb 2023 12:04:31 GMT

Hi Michelle. Connected to the test socket now.

Re: Broadband regularly cutting out

Anonymous — Fri, 10 Feb 2023 12:09:07 GMT

Hello,

Thanks for confirming. I've re-run the line test now which is clear. Would it be possible to keep the microfilter, router and phone at the test socket over the weekend so we can re-check the stability to see if this has improved?

Thanks

Re: Broadband regularly cutting out

Chris159 — Fri, 10 Feb 2023 12:11:02 GMT

Yes that will be fine. Will you get back to me on this thread after the weekend or shall I message you? Just to confirm this is what it looks like now. Is that right?

Re: Broadband regularly cutting out

Anonymous — Fri, 10 Feb 2023 12:30:44 GMT

Hello,

We'll re-check the connection stats first thing on Monday morning and will post back on your topic with an update 🙂

Thanks

Re: Broadband regularly cutting out

Anonymous — Mon, 13 Feb 2023 06:33:45 GMT

Morning,

I've re-checked the connection stats now and the connection still looks unstable. Do you have an alternative router that you could test with? If not then we can send a replacement router for testing purposes and a router returns bag so that one of the routers can be returned.

Thanks

Re: Broadband regularly cutting out

Chris159 — Mon, 13 Feb 2023 06:38:03 GMT

We don’t have a spare router. If you could send one that would be great. Thanks

Re: Broadband regularly cutting out

Chris-TalkTalk — Mon, 13 Feb 2023 08:15:59 GMT

Hi Chris,

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

Chris