topic Re: Random internet drops in Broadband

Random internet drops

mailarun — Sun, 24 Mar 2024 18:46:25 GMT

Dear TT team.

In the last month. the internet drops of completely atleast 3 to 4 times a day and the light stays orange. it works after switching on and off.

1. I have run a connection test multiple times and each episode TT suggests that it has been resolved.

2. I followed switching it off for 2o minutes and that also has not worked.

3. I have tried every method suggested and none habe worked.

These random drops of internet and a flickering orange light keeps happening.

This all seems to coincide with my contract expiring

Any solutions please?

Re: Random internet drops

Debbie-TalkTalk — Mon, 25 Mar 2024 07:27:11 GMT

Hi mailarun

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: Random internet drops

Debbie-TalkTalk — Wed, 27 Mar 2024 08:39:27 GMT

Hi mailarun

Do you still need help with 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.

Re: Random internet drops

mailarun — Thu, 28 Mar 2024 07:11:02 GMT

Done

Thanks

Re: Random internet drops

Debbie-TalkTalk — Thu, 28 Mar 2024 07:29:41 GMT

Hi mailarun

Thanks for updating your Community Profile.

Have we recently sent you a new router for testing?

Re: Random internet drops

Debbie-TalkTalk — Tue, 02 Apr 2024 06:22:05 GMT

Hi mailarun

Do you still need help with this?

Would you like me to send a replacement router for testing?

Re: Random internet drops

mailarun — Sun, 14 Apr 2024 09:43:15 GMT

Hi,

Sorry was away for half term. Apologies for the delay in responding

Can you please send the replacement router for testing

Thanks

Arun

Re: Random internet drops

Gliwmaeden2 — Sun, 14 Apr 2024 11:26:22 GMT

Re-escalating this for you, @mailarun.

Staff will be back after the weekend.

Re: Random internet drops

Debbie-TalkTalk — Mon, 15 Apr 2024 06:51:46 GMT

Hi mailarun

Thanks for your reply.

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

Let us know how the connection compares with this router.

Debbie

Re: Random internet drops

Debbie-TalkTalk — Fri, 19 Apr 2024 07:36:22 GMT

Hi mailarun

Have you received the replacement router?

Re: Random internet drops

mailarun — Mon, 20 May 2024 19:33:27 GMT

Dear TT team,

The new router worked for a few days and then we started having random disconnections but yesterday the it started flashing amber and never did connect despite following every FAQ in troubleshooting. It has been more than a month of this issue.

You can tract the run connection test and you would probably notice that every 5 days I have been running a connection test. There probably was a week when we had a good connection without a random disconnections with the new router. I have now reverted to using the old router. There is drops in internet connection but atleast we have a internet connection

It is really disappointing, as this is now so frequent that it is affecting work.

Please provide me details for a complaint

Arun

Re: Random internet drops

Debbie-TalkTalk — Tue, 21 May 2024 05:56:12 GMT

Hi Arun

I'm really sorry to hear this.

If the connection is dropping with 2 different routers, cables and filters at the test socket then the next step will be an Openreach engineer visit.