topic Re: Atrocious Connection, Resetting 6 time a day or more! in Broadband

Atrocious Connection, Resetting 6 time a day or more!

laram — Tue, 05 Mar 2024 15:09:52 GMT

I have no idea whats going on with my internet but I'm losing connection and constantly dropping from wifi, at times the router isn't even available to be connected to on my computer. I know its not my computer because the connectivity is just as bad on other devices and I can still connect to other connection points when the talktalk point has vanished. It's been like this pretty much since those storms rocked the country and I was fully expecting it to improve as repair works were carried out but apparently not. What's going on? At this point I'm so incredibly sick of the poor service that I'm ready to bite the inevitable bullet of moving charges mid contract.

Re: Atrocious Connection, Resetting 6 time a day or more!

KeithFrench — Tue, 05 Mar 2024 16:22:46 GMT

What make/model of router are you using, is it the Huawei DG8041W with firmware V1.08 by any chance? If so this is easily rectified.

Re: Atrocious Connection, Resetting 6 time a day or more!

laram — Tue, 05 Mar 2024 18:06:57 GMT

The brand name on it seems to be SAGEMCOM rather than Huawei.

Re: Atrocious Connection, Resetting 6 time a day or more!

KeithFrench — Tue, 05 Mar 2024 22:09:02 GMT

What happens to the light on the front of this router when you encounter these resets?

Re: Atrocious Connection, Resetting 6 time a day or more!

Debbie-TalkTalk — Wed, 06 Mar 2024 07:14:13 GMT

Hi laram

I'm really sorry to hear this.

I've completed a line test and this has detected a potential fault. Would it be possible to connect the router directly at the test socket so I can run one more line test in this set up?

Re: Atrocious Connection, Resetting 6 time a day or more!

laram — Wed, 06 Mar 2024 12:40:24 GMT

I've seen both white and orange lights. As for the test socket I'm afraid I dont seem to have one, there's only a single socket when the protective cover is removed, so I can't change where it's plugged in.

Re: Atrocious Connection, Resetting 6 time a day or more!

Anonymous — Wed, 06 Mar 2024 12:43:51 GMT

Hi,

Can I just confirm, does your main socket look like the below?

Your guide to main phone sockets - TalkTalk Help & Support

Thanks

Michelle

Re: Atrocious Connection, Resetting 6 time a day or more!

laram — Wed, 06 Mar 2024 14:01:00 GMT

It says Master Socket 5C on it, I believe its the third option shown there. There is something blocked by a solid p[iece of semi transparent plastic which I can't remove, attempting to do so nearly pulled the entire unit off the wall.

Re: Atrocious Connection, Resetting 6 time a day or more!

Chris-TalkTalk — Wed, 06 Mar 2024 14:47:05 GMT

Hi Iaram

Could you post a photo of the socket please, if possible

Chris

Re: Atrocious Connection, Resetting 6 time a day or more!

KeithFrench — Wed, 06 Mar 2024 15:24:41 GMT

The 5C is covered in my attached guide.

Re: Atrocious Connection, Resetting 6 time a day or more!

laram — Wed, 06 Mar 2024 15:11:46 GMT

Socket.

Here's the socket. You can see the plastic piece I can't remove.

Re: Atrocious Connection, Resetting 6 time a day or more!

KeithFrench — Wed, 06 Mar 2024 15:13:55 GMT

Hi @laram

Which plastic bit are you talking about, you already are using the test socket.

Re: Atrocious Connection, Resetting 6 time a day or more!

laram — Wed, 06 Mar 2024 15:17:52 GMT

Then the test can go ahead.

Re: Atrocious Connection, Resetting 6 time a day or more!

KeithFrench — Wed, 06 Mar 2024 15:19:20 GMT

You will need to connect the router via a microfilter to the test socket though.

Re: Atrocious Connection, Resetting 6 time a day or more!

laram — Wed, 06 Mar 2024 15:23:31 GMT

There's already a microfilter attached.

Re: Atrocious Connection, Resetting 6 time a day or more!

KeithFrench — Wed, 06 Mar 2024 15:24:19 GMT

Oh OK, I just didn't see on in the photo. No worries then you're good to go.

Re: Atrocious Connection, Resetting 6 time a day or more!

Chris-TalkTalk — Wed, 06 Mar 2024 15:29:45 GMT

OK thanks. I'll run the test again now

Chris

Re: Atrocious Connection, Resetting 6 time a day or more!

Chris-TalkTalk — Wed, 06 Mar 2024 15:40:37 GMT

Line test is still picking up a potential issue. It's also showing a potential voice fault, are you experiencing any problems with your telephone service?

Chris

Re: Atrocious Connection, Resetting 6 time a day or more!

laram — Wed, 06 Mar 2024 15:42:41 GMT

While I pay for a landline with the contract I don't have a landline phone in my home so I haven't been able to test it.

Re: Atrocious Connection, Resetting 6 time a day or more!

Chris-TalkTalk — Thu, 07 Mar 2024 08:25:25 GMT

OK thanks. I'll run another line test and if it's still failing I'll pass it to Openreach for further investigation

Chris