topic Re: Internet connection goes off and on. in Broadband

Internet connection goes off and on.

Caroline68 — Fri, 31 Mar 2023 12:17:40 GMT

My Internet connection, keeps switching itself off and on. Then goes red.

Have tried asking for help. From chat bot, and self help, and by email. But nobody at talk talk are helping me to solve this issue.

Any suggestions,? do I need updated equipment.?

Or do I need to change broadband supplier.

Thanks

Re: Internet connection goes off and on.

KeithFrench — Fri, 31 Mar 2023 12:21:18 GMT

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first. Please try to avoid posting on here until TalkTalk has responded to you, otherwise, this will just put you further down the queue.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Re: Internet connection goes off and on.

Debbie-TalkTalk — Fri, 31 Mar 2023 12:28:38 GMT

Hi Caroline68

I'm sorry to hear this.

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

Thanks

Debbie

Re: Internet connection goes off and on.

Caroline68 — Fri, 31 Mar 2023 12:33:55 GMT

Keith,

I had asked for help, by sending an email to talktalk.

The reply I got back was a link to this community. And told to seek help this way.

Re: Internet connection goes off and on.

Debbie-TalkTalk — Fri, 31 Mar 2023 12:35:18 GMT

Hi Caroline68

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

Thanks

Debbie

Re: Internet connection goes off and on.

Caroline68 — Fri, 31 Mar 2023 12:35:42 GMT

Debbie,

Hi thanks, how do I set up a profile. Does it not already have all my details as I am logged into my account.

Re: Internet connection goes off and on.

Debbie-TalkTalk — Fri, 31 Mar 2023 12:40:48 GMT

Hi Caroline68

If you click on your Community Username/profile and then click on view user settings.

Please ensure you also click the confirm changes button once you have added the details to your profile.

Thanks

Re: Internet connection goes off and on.

Caroline68 — Fri, 31 Mar 2023 12:43:30 GMT

I have clicked on profile, but where does it say to enter your details, name and phone number etc.

Also it is very frustrating that my Internet keeps going off and on by itself, it works well one minute, then goes off, and you staring at a blank screen, telling you to connect to the Internet. Sorry but this is causing me and my partner so much stress.

Re: Internet connection goes off and on.

Debbie-TalkTalk — Fri, 31 Mar 2023 12:51:29 GMT

Hi Caroline68

Please click on your Community profile - then view/manage user settings near the bottom of the page.

Then click on personal information.

Re: Internet connection goes off and on.

Debbie-TalkTalk — Fri, 31 Mar 2023 13:09:57 GMT

Hi Caroline68

Thanks for updating your Community Profile.

I've completed a line test which hasn't detected any faults but I can see re connections on the line.

Is the router currently connected at the test socket? Would you like me to send a replacement router for testing so we can rule out any faults with your router?

Thanks

Debbie

Re: Internet connection goes off and on.

Caroline68 — Fri, 31 Mar 2023 13:29:49 GMT

Yes please Debbie, can you send me a new one.

Thank you so much, its been so distressing.

And thank you for letting me know that I completed my profile.

Re: Internet connection goes off and on.

Caroline68 — Fri, 31 Mar 2023 13:36:50 GMT

Debbie,

Yes I checked the connection, and found no faults, (but that is when the internet is green). But it is the constant switching itself on and off, and the light going red. And the waiting for it to restart again, is causing so much of a headache.

I appreciate all your help today, and thank you ever so much for listening and sending me a new one.

I hope that will work, as all along my partner says I have an outdated one.

Re: Internet connection goes off and on.

Caroline68 — Fri, 31 Mar 2023 13:39:38 GMT

Debbie, hi

The router is constantly plugged in day and night.

Re: Internet connection goes off and on.

Debbie-TalkTalk — Mon, 03 Apr 2023 06:08:20 GMT

Hi Caroline68

Apologies for the delay.

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