topic Re: Internet connection in Broadband

Internet connection

Eric13 — Wed, 01 May 2024 09:19:59 GMT

Hi, yesterday, 30th April, i lost my internet connection just before midday, it did not come back on until very around 11pm. This is the 4th time this has happened this year any quite a few times last year. It doesn't matter how many times i reset, i just have to wait until it comes back on it's own. It always drops out at about the same time and comes back on at about the same time. I can understand it dropping out for short times at busy periods but this doesn't seem to be that problem. Speaking on CHAT does not work as i am going around in circles with the BOT assuming that i have no internet NOW. Talking on the phone has me do unnecessary checks as there is no problem at that moment, all i get is advice to upgrade my package. The package i have works for me when it works and all i want is what i am paying for now.

Re: Internet connection

Debbie-TalkTalk — Wed, 01 May 2024 09:21:48 GMT

Hi Eric13

I'm sorry to hear this.

Please can you add your name and TalkTalk landline number to your Community Profile.

I can then take a look at this for you.

Thanks

Debbie

Re: Internet connection

Eric13 — Wed, 01 May 2024 09:36:49 GMT

Details added

Re: Internet connection

Debbie-TalkTalk — Wed, 01 May 2024 09:45:19 GMT

Hi Eric13

Thanks for updating your Community Profile.

The line test is clear - No faults detected.

Have we recently sent you a new router to rule this out?

Re: Internet connection

Eric13 — Wed, 01 May 2024 12:03:42 GMT

No, i havn't had a router recently, the last one i had was about 3 years ago.

Re: Internet connection

Debbie-TalkTalk — Wed, 01 May 2024 12:04:59 GMT

Hi Eric13

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

Re: Internet connection

Eric13 — Wed, 01 May 2024 17:23:21 GMT

Yes please.

Re: Internet connection

Debbie-TalkTalk — Thu, 02 May 2024 07:35:09 GMT

Hi Eric13

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: Internet connection

Eric13 — Thu, 02 May 2024 08:09:58 GMT

I hope this cures the problem, thank you. As the problem is intermittent it may be a while until i can tell, but i will certainly message you with updates.

Regards

Eric

Re: Internet connection

Debbie-TalkTalk — Thu, 02 May 2024 08:18:50 GMT

Hi Eric

No problem. We will check in again with you next week to see how you are getting on.

Thanks again.

Debbie

Re: Internet connection

Debbie-TalkTalk — Tue, 07 May 2024 11:55:16 GMT

Hi Eric

Have you received the router?