topic Re: Drop out constantly since Xmas in Broadband

Drop out constantly since Xmas

Nick57 — Mon, 29 Jan 2024 14:32:26 GMT

My broadband is constantly dropping out for a few seconds/minutes since just before Xmas. Health check says ok (when it can do the check). Router is fine and up to date. Streaming is terrible (via ethernet cable). Even your health check flagged a problem once which was not solved despite you emailing that you've "done your tests" and "all's well" - which it is NOT

I suspect that work is being done (cable laying/hub updates etc) though there's no notification of this in my area.

It's horrible and I need help please

Nick

Re: Drop out constantly since Xmas

KeithFrench — Mon, 29 Jan 2024 14:56:32 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.

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: Drop out constantly since Xmas

Chris-TalkTalk — Mon, 29 Jan 2024 15:46:47 GMT

Hi Nick,

Sorry to hear that you're experiencing problems with your service. Line test is passing, are you experiencing any problems with your telephone service, any noise on the line?

Chris

Re: Drop out constantly since Xmas

Nick57 — Mon, 29 Jan 2024 15:51:46 GMT

No problem with phone line, very stable. No noise - nothing to report. Resetting router gives me around 10 min of broadband up time then intermittent again but drop outs now lasting longer i.e longer "Offline" than on. PC gives good wifi signal all the time even with drop outs

Thanks for any help

Re: Drop out constantly since Xmas

Chris-TalkTalk — Tue, 30 Jan 2024 09:26:02 GMT

OK thanks, does the light change on the router with the connection drops?

Chris

Re: Drop out constantly since Xmas

Nick57 — Tue, 30 Jan 2024 09:39:35 GMT

No - everything appears to work normally. PC (plus other devices) show router connected, wifi signal enabled and strong. But when streaming (using ethernet cable), for instance, the stream is constantly interrupted (drops) and still everything my end, seems ok (lights on etc). Gigaclear were laying fibre in my street but they finished 10 days ago roughly

Nick

Re: Drop out constantly since Xmas

Chris-TalkTalk — Tue, 30 Jan 2024 09:48:25 GMT

Line test is passing. Do you have another router that you can test with?

Chris

Re: Drop out constantly since Xmas

Nick57 — Tue, 30 Jan 2024 10:29:55 GMT

Alas - No.

Nick

Re: Drop out constantly since Xmas

Chris-TalkTalk — Tue, 30 Jan 2024 10:31:01 GMT

OK, I can send another router to test with, would you like me to arrange this?

Chris

Re: Drop out constantly since Xmas

Nick57 — Tue, 30 Jan 2024 10:38:20 GMT

Let's give it go because at the moment the internet access is untenable.

Nick

Re: Drop out constantly since Xmas

Chris-TalkTalk — Tue, 30 Jan 2024 10:42:28 GMT

OK I've ordered the router, it should be with you within a couple of working days. Please let us know how you get on

Chris

Re: Drop out constantly since Xmas

Nick57 — Tue, 30 Jan 2024 10:53:13 GMT

OK Chris - thank you, I'll keep you up to date with progress

Nick

Re: Drop out constantly since Xmas

Chris-TalkTalk — Tue, 30 Jan 2024 10:54:10 GMT

OK thanks Nick 🙂

Re: Drop out constantly since Xmas

Nick57 — Mon, 05 Feb 2024 11:31:46 GMT

Hi Chris

Thanks for arranging a new router. The one received is exactly the same (other than power input) as the one I had the problem with.

I installed it Friday and watched live stream rugby on ITVx and had 3 drop outs where the coverage stopped and I had to go back into the stream. But this was ITVx (worst streaming service ever) and via wifi. On Saturday I watched 2 games (ITVx/BBC) via ethernet cable. No problem. Using wifi/ethernet I have had no drop out since Friday (I think that was an aberration).

SO it appears the problem is solved and the router was faulty.

Thank you for your assistance and help.

Kind regards

Nick

Re: Drop out constantly since Xmas

Chris-TalkTalk — Mon, 05 Feb 2024 11:34:48 GMT

That's great news Nick, thanks for letting me know 🙂

Chris

Re: Drop out constantly since Xmas

Gord57 — Mon, 05 Feb 2024 11:58:48 GMT

My internet connection has been dropping out too. Over Christmas I was spending more time logging in than I was on line. It appears to have started that cycle again. Having to log in / reconnect every minute or so for hours on end. Please help.

Re: Drop out constantly since Xmas

Chris-TalkTalk — Mon, 05 Feb 2024 12:00:25 GMT

Hi Gord57,

Can you please start your own thread/topic and we'll be happy to help

Chris