topic Re: Unstable connection in Broadband

Unstable connection

mother1234 — Tue, 20 Feb 2024 11:30:52 GMT

Posting on behalf of my mother who has Dementia (I have LPA).

Her line is very unstable, all line checks say there is an issue but we seem unable to get it fixed. She has a fall detector which is sending constant alerts (sometime 20+ a day) to say its offline.

We think it may be the router but could someone please check for me? The number on this account is the correct number for her line.

Thanks.

Re: Unstable connection

Debbie-TalkTalk — Tue, 20 Feb 2024 11:37:55 GMT

Hi mother1234

I'm really sorry to hear this.

I've completed a line test and this hasn't detected any faults.

I think we should send a new router for testing, would you like me to arrange this?

Re: Unstable connection

mother1234 — Tue, 20 Feb 2024 11:39:58 GMT

Yes please that would be great. Can you send it to the registered address please and I will get someone to fit it for her.

Re: Unstable connection

Debbie-TalkTalk — Tue, 20 Feb 2024 11:41:04 GMT

Hi mother1234

Yes I can send it to the address linked to the telephone number in your Community Profile, is this the correct number?

Re: Unstable connection

mother1234 — Tue, 20 Feb 2024 11:55:09 GMT

Yes its the address linked to the number starting with 01342. Thanks again.

Re: Unstable connection

Debbie-TalkTalk — Tue, 20 Feb 2024 12:04:20 GMT

Hi mother1234

Thank you 🙂

The router is on its way, please allow 24-48hrs for this to arrive.

Please let us know how you get on.

Debbie

Re: Unstable connection

Debbie-TalkTalk — Fri, 23 Feb 2024 07:39:55 GMT

Hi mother1234

Have you received the router?

Thanks

Re: Unstable connection

mother1234 — Mon, 26 Feb 2024 15:14:09 GMT

Hi sorry for delay in replying,

We received the new router, and installed on Saturday. So far all appears to be working well with no drop outs seen.

I will try and remeber to post again next Monday but, for the moment, this looks to have resolved the issue.

Many thanks.

Re: Unstable connection

Debbie-TalkTalk — Tue, 27 Feb 2024 06:33:33 GMT

Hi mother1234

Thanks for your reply. I'm so glad to hear that the connection has remained stable.

Please let us know if you do experience any further issues.

I've sent you a Private Message with a link to a short survey for the Community.

Thanks again.

Debbie