topic Re: Router keeps disconnecting and connecting again. in Broadband

Router keeps disconnecting and connecting again.

Veiled — Wed, 02 Aug 2023 15:08:39 GMT

Hi all,

I am having some issues with my router as it keeps disconnecting ( Beeping orange, orange white and white again intermittently.)

I have moved houses and my connection got live at 25th, first few days I had no issues at all but past few days have been frustrating as I cannot do my work at all. The router was replaced few months ago and had no issues until now. My connection speeds are fine when it is working but with these constant drops I cannot do much. I have raised a fault but this is still in progress I need some help getting this fixed as soon as possible. I was told this could be cause of optimisation but it should not disconnect me.

Using Black wifi hub and on 65 Fibre. I have tried resetting the router by pressing 20 seconds with a pin on the back of the router.

Fault Number: REP-13210018

Hope to hear from you.

Many thanks,

Veiled

Re: Router keeps disconnecting and connecting again.

Divsec — Wed, 02 Aug 2023 15:09:11 GMT

Hi @Veiled your post has been escalated and you should hear soon, have you tried switching your router off and on, once? Also connecting it to the master socket? Is your landline phone OK?

Re: Router keeps disconnecting and connecting again.

Veiled — Wed, 02 Aug 2023 15:12:00 GMT

Hi @Divsec

The router is plugged to the master socket with openreach mark. I do not use landline phone at all so I am not sure if there is a fault with that but the lady I spoke on livechat said there is no line fault.

Re: Router keeps disconnecting and connecting again.

Divsec — Wed, 02 Aug 2023 18:08:52 GMT

Thanks @Veiled good info for the team tomorrow morning.

Re: Router keeps disconnecting and connecting again.

Anonymous — Thu, 03 Aug 2023 06:25:33 GMT

Morning,

I'm sorry to hear this. Just to confirm, is the telephone number in your Community Profile correct? Please can you add your account number to the Private Notes section of your Community Profile. Please do not post any personal information on the Community.

Thanks

Re: Router keeps disconnecting and connecting again.

Veiled — Thu, 03 Aug 2023 09:38:46 GMT

Hi Michelle,

Yes, the phone number is correct and I have updated the private notes with the account number.

Re: Router keeps disconnecting and connecting again.

Chris-TalkTalk — Thu, 03 Aug 2023 11:29:06 GMT

Hi Veiled,

Thanks for adding your account number. Is you router currently connected to the test socket (the socket behind the master socket faceplate)?

How many telephone sockets do you have in your home?

Chris

Re: Router keeps disconnecting and connecting again.

Veiled — Thu, 03 Aug 2023 12:35:38 GMT

Hi Chris,

There is 4 I believe but the router is only working with the master socket. Today I have not experienced any issues so far no disconnection/reconnection. Perhaps something to do with optimisation?

If you need me to connect to the test socket please let me know.

Regards,

Re: Router keeps disconnecting and connecting again.

Chris-TalkTalk — Thu, 03 Aug 2023 12:37:58 GMT

OK thanks. I'd see how it goes and if you do experience any further disconnections then it would be worthwhile testing at the test socket to make sure that your internal wiring isn't causing any issues

Chris

Re: Router keeps disconnecting and connecting again.

Veiled — Thu, 03 Aug 2023 21:01:12 GMT

Hi @Chris-TalkTalk

The issue still remains. I have connected to the test socket to observe and within 10 minutes the router disconnected and reconnected three times.

I think there is an issue with the phone line? Would be great to have some insight on what needs to be done.

I will be connected to the test line and keep on observing.

Thank you,

Re: Router keeps disconnecting and connecting again.

Chris-TalkTalk — Fri, 04 Aug 2023 06:36:40 GMT

Hi Veiled,

How has it been since your last post?

Chris

Re: Router keeps disconnecting and connecting again.

Veiled — Fri, 04 Aug 2023 09:38:54 GMT

Hi @Chris-TalkTalk

I will be observing this rest of the day and will put an update by the evening or tomorrow.

Thanks

Re: Router keeps disconnecting and connecting again.

Chris-TalkTalk — Fri, 04 Aug 2023 11:29:49 GMT

OK thanks 🙂

Re: Router keeps disconnecting and connecting again.

Veiled — Fri, 04 Aug 2023 19:17:20 GMT

Hi Chris, so far so good with the test socket. Can I continue to be connected to this socket or should I switch to master socket and observe to find the root cause?

I do not think I have experienced any loss of connection today.

Regards,

Re: Router keeps disconnecting and connecting again.

Anonymous — Mon, 07 Aug 2023 05:20:38 GMT

Morning,

Just checking back in to see how you've found the stability over the weekend?

Thanks 🙂

Re: Router keeps disconnecting and connecting again.

Veiled — Mon, 07 Aug 2023 14:07:39 GMT

Morning Michelle,

I am still connected to the test socket line and only had one disconnections over the weekend.

I will be switching back to the master socket tomorrow and observe this week.

Regards,

Re: Router keeps disconnecting and connecting again.

Anonymous — Tue, 08 Aug 2023 05:32:33 GMT

Morning,

Ok thanks for the update and please let us know how you get on over the week.

Thanks

Re: Router keeps disconnecting and connecting again.

Karl-TalkTalk — Fri, 11 Aug 2023 06:28:10 GMT

How are things so far, is the connection remaining stable ?

Karl

Re: Router keeps disconnecting and connecting again.

Veiled — Mon, 14 Aug 2023 18:05:56 GMT

Hi Karl,

I have disconnected from test socket and reconnected to the Master socket and been testing for a week with no issues.

I suspect optimisation caused all these unfortunate issues.

At the moment everything is working as expected with nothing to report back.

Thanks.

Re: Router keeps disconnecting and connecting again.

Anonymous — Tue, 15 Aug 2023 05:25:09 GMT

Morning,

Thanks for letting us know and please let us know if you need any further assistance.

Thanks 🙂