topic Re: Internet dropping out in Broadband

Internet dropping out

Janetwi — Wed, 24 Apr 2024 11:44:01 GMT

I have a standard broadband package (no fibre here) and a talktalk wifi hub sagemcom which was provided a couple of years ago at the request of your engineer as the connection was unstable with the old router. The download speed has been pretty good over last few months. 16mbs (don’t laugh!) but the upload speed fluctuates wildly and then settles at 0.6mbs which is useless! It keeps dropping off the internet sporadically for a few minutes each day and I keep having to turn wifi off and on devices and reconnect. I have done all the suggested tests and reset network settings on all my devices. I have rebooted the router countless times and left off for 20/30mins as suggested on your website. I have gone into router website and it says internet connection is disconnected although clearly it isn’t. WiFi status enabled. I am at my wits end. Can anyone help as I am paying same amount per month as you lucky fibre folks?

Re: Internet dropping out

Anonymous — Wed, 24 Apr 2024 11:45:13 GMT

Good afternoon,

Can you please update your community profile to include your:

Name
Telephone number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle

Re: Internet dropping out

Janetwi — Wed, 24 Apr 2024 11:53:06 GMT

Information updated on profile as requested

Re: Internet dropping out

Anonymous — Wed, 24 Apr 2024 12:04:30 GMT

Hello,

Thank you. I've checked the connection stats now and I can see that the SNR might be dropping too low at times which can affect the overall, stability, speed and performance of your connection. I've also run a test on the line now which is clear. Does your main socket have a test socket? Is there any noise on the voice service? How long have you had this current router?

Thanks

Michelle

Re: Internet dropping out

Janetwi — Wed, 24 Apr 2024 12:50:20 GMT

The master socket does not appear to have a test button visible. It is an Openreach master socket 5C. Mk4. I believe the WiFi hub was supplied November 21. I had been supplied two older model “new” routers previously which were not stable which is why your engineer ordered this more up to date one which has been fine up to about a month ago. The router is connected directly to the master socket at its entry point to house. The copper wired landline is also. There is no discernible noise on the landline. The iPad I am using is brand new. My phone is an iPhone. Please don’t ask me to dismantle the master socket as I am a 75 year old woman who is useless with a screwdriver!

Re: Internet dropping out

Debbie-TalkTalk — Wed, 24 Apr 2024 12:53:58 GMT

Hi Janetwi

Thanks for your reply.

The socket you have doesn't require a screwdriver to remove the face plate. There are 2 clips on either side of the socket, if you squeeze the 2 clips then the faceplate will come away to reveal a test socket.

Would you like me to send a new router for testing first?

Re: Internet dropping out

Janetwi — Wed, 24 Apr 2024 13:00:32 GMT

Only if it is an up to date model. The WiFi hub until now has been a lot more stable than the old ones I was fobbed off with before.

Re: Internet dropping out

Debbie-TalkTalk — Wed, 24 Apr 2024 13:02:18 GMT

HI Janetwi

It will be a Sagemcom WIFI hub.

Re: Internet dropping out

Janetwi — Wed, 24 Apr 2024 13:09:00 GMT

Ok then yes please. It may be a while until I can set up though as need my son to help. Thanks.

Re: Internet dropping out

Debbie-TalkTalk — Wed, 24 Apr 2024 13:17:22 GMT

Hi Janetwi

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

Let us know how the connection compares with this router.

Thanks

Debbie

Re: Internet dropping out

Debbie-TalkTalk — Mon, 29 Apr 2024 08:58:46 GMT

Hi @Janetwi

Have you received the router?

Re: Internet dropping out

Janetwi — Mon, 29 Apr 2024 09:49:53 GMT

Yes thank you it was delivered over weekend. I will have to wait until son can come over to help me connect and reset all the passwords on devices and set it up. Thank you. I will return old one once completed.

Re: Internet dropping out

Debbie-TalkTalk — Mon, 29 Apr 2024 09:57:14 GMT

Hi Janetwi

That's great. If you do experience any further issues then please let us know.

Thanks

Debbie

Re: Internet dropping out

Janetwi — Mon, 29 Apr 2024 13:05:22 GMT

Ok have plugged new router in and connected via Ethernet to laptop. I’ve gone onto router website and still saying internet not connected as before

Re: Internet dropping out

Janetwi — Mon, 29 Apr 2024 13:05:50 GMT

Help!

Re: Internet dropping out

Chris-TalkTalk — Mon, 29 Apr 2024 15:01:06 GMT

Hi Janet,

Looks like it's connected now, is everything OK at your end at the moment?

Chris

Re: Internet dropping out

Janetwi — Mon, 29 Apr 2024 15:53:39 GMT

Still have same message saying no internet connection on router website with both routers. Have old one plugged back to save changing all the passwords. . Been on phone to you as had lost will to live on tech chat as being pushed round and router now reset and line reset. We will see if any improvement. If dropping out recurs I’ve been promised an engineer. I’m hanging onto new router for a while to see what happens as not confident it’s been resolved.

Re: Internet dropping out

Chris-TalkTalk — Tue, 30 Apr 2024 06:39:51 GMT

Thanks for the update, please let us know how you get on

Chris

Re: Internet dropping out

Anonymous — Fri, 03 May 2024 08:33:15 GMT

Hi Janet,

How has your connection been over the last few days?

Thanks

Michelle

Re: Internet dropping out

Janetwi — Fri, 03 May 2024 08:49:43 GMT

It’s been OK so far, fingers crossed, after the reset of router and line from your end after a very long phone call. I had to reset network settings on new iPad and phone yet again - but for two days has not dropped out again. I am still monitoring the connection. I still have same no internet connection message on router website as screen shot at start of this thread - but there is a connection so far! Download app. 16mbs upload rubbish at 0.6mbs.