topic Re: INTERNET CONNECTION PROBLEM in Broadband

INTERNET CONNECTION PROBLEM

LEricG — Tue, 28 Mar 2023 09:38:36 GMT

For a few days now we have had no internet.

My wife and I both have identical phones (Moto E6) and neither of us has any connection. We have also had problems at various times in the past.

Sometimes my phone shows my TT network but says, 'Disabled' or 'Saved', but most of the time it is not visible.

I also have a Surface Pro on which I run Google Chrome. For a few days this laptop has said (in Settings) that it is connected to the internet, but I haven't been able to access any websites.
Yesterday, however, I decided to try using Microsoft Edge and to my surprise (and bafflement) this actually works.

Google Chrome showed that there was an update but when I clicked on 'Update'. Chrome shut down and will now not launch at all.

Line tests on the TT site always indicate no problems, but I'm baffled as to why I can get access on the surface (but only using Edge) but not any other device.

I have tried switching the router off and on a few times for a minute or two, and once for over half an hour, to no avail.

Grateful for any help, please.

Re: INTERNET CONNECTION PROBLEM

KeithFrench — Tue, 28 Mar 2023 10:27:48 GMT

Normally when you see the WiFi connection status as saved, that means it has failed to connect to the router. Disabled would tend to suggest it is disabled in the phone.

Slow speed, intermittent dropouts, breaks in the signal, no signal on some or all devices or no internet access might be caused by Wi-Fi interference from other local networks, which can also lead to a permanent reduction in speed. No ISP can be responsible for your local environment, this is mainly a byproduct of the popularity of Wi-Fi.

However, other factors should be investigated first. When this happens, what are the lights showing on the front of the router? Do you have any wired connections & if so, how do they perform?

Generally speaking, the 2.4GHz band suffers much more from interference than the 5GHz band, but the 2.4GHz one can sometimes have a better range, but this all depends on your local area.

If you would like me to help you, please can you specify the make/model of TalkTalk router that you are using?

Re: INTERNET CONNECTION PROBLEM

LEricG — Tue, 28 Mar 2023 10:34:56 GMT

Thanks, Keith.

The router is D-LINK Model DSL-3782

Re: INTERNET CONNECTION PROBLEM

LEricG — Tue, 28 Mar 2023 10:37:53 GMT

The Internet and the Wireless lights are flashing.

I have no wired connections.

Re: INTERNET CONNECTION PROBLEM

KeithFrench — Tue, 28 Mar 2023 10:38:31 GMT

That is an old router by today's standards, even though it is probably unlikely to be the problem, I will recommend to TalkTalk that they swap it out, in case there is a hardware fault. TalkTalk will still ask you if you want the replacement or not.

Re: INTERNET CONNECTION PROBLEM

LEricG — Tue, 28 Mar 2023 10:45:41 GMT

Thank you, Keith.

Re: INTERNET CONNECTION PROBLEM

Anonymous — Tue, 28 Mar 2023 10:51:57 GMT

Morning,

Just to confirm, are you happy for us to send a replacement router for testing purposes? This would be a Wifi Hub. We would also send a router returns bag so that one of the routers can be returned.

Thanks

Re: INTERNET CONNECTION PROBLEM

LEricG — Tue, 28 Mar 2023 10:53:58 GMT

Yes, please, Michelle.

Thanks

Re: INTERNET CONNECTION PROBLEM

Debbie-TalkTalk — Tue, 28 Mar 2023 11:15:00 GMT

Hi LEricG

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: INTERNET CONNECTION PROBLEM

LEricG — Tue, 28 Mar 2023 11:19:37 GMT

Thanks, Debbie.

Re: INTERNET CONNECTION PROBLEM

Debbie-TalkTalk — Tue, 28 Mar 2023 11:48:41 GMT

Hi LEricG

No problem 🙂

Debbie

Re: INTERNET CONNECTION PROBLEM

KeithFrench — Tue, 28 Mar 2023 12:05:18 GMT

@LEricG

If you continue to have problems after connecting the router (as I think you might), please let me know, as there is more help I can provide.

Re: INTERNET CONNECTION PROBLEM

Debbie-TalkTalk — Tue, 28 Mar 2023 12:12:42 GMT

Thanks @KeithFrench

Re: INTERNET CONNECTION PROBLEM

LEricG — Tue, 28 Mar 2023 13:41:17 GMT

Thank you Keith

Re: INTERNET CONNECTION PROBLEM

Anonymous — Mon, 03 Apr 2023 05:35:49 GMT

Morning,

How are you getting on?

Thanks