topic Re: Broadband / internet in Broadband

Broadband / internet

Dancrispin1 — Mon, 29 Jul 2024 23:37:07 GMT

Hi all my internet keeps on dropping saying no connection at all for the past few nights and it seems to work during the day but at night seems to completely stop working and it’s always giving a solid white light thank you for any advice

Re: Broadband / internet

ferguson — Mon, 29 Jul 2024 23:39:10 GMT

Have you tried the various help pages? Have you got any issues with your voice service at all? Subject to that, if you would like the support team to look into this for you make sure that your personal details including TalkTalk phone number and/or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond.

Re: Broadband / internet

Dancrispin1 — Mon, 29 Jul 2024 23:47:12 GMT

Hi just updated my account with the correct information

Re: Broadband / internet

Debbie-TalkTalk — Tue, 30 Jul 2024 06:24:51 GMT

Hi Dancrispin1

I'm sorry to hear this.

The line tests are clear but I can see re connections on the line.

Do you reboot the router to get the connection back or does it reconnect on its own?

Re: Broadband / internet

Debbie-TalkTalk — Mon, 05 Aug 2024 07:59:21 GMT

Hi Dancrispin1

Do you still need help with this?

Re: Broadband / internet

Dancrispin1 — Mon, 02 Sep 2024 00:08:06 GMT

Yes this keeps on happening I’m getting tired of this now

Re: Broadband / internet

Gliwmaeden2 — Mon, 02 Sep 2024 00:13:12 GMT

Can you reply to the other question from staff, @Dancrispin1.?

How does it reconnect etc?

I've re-escalated this thread for you.

Re: Broadband / internet

Anonymous — Mon, 02 Sep 2024 06:57:38 GMT

Hi Dan,

I'm sorry to hear this. Do you have an alternative router that you can test with please to see how the connection compares?

Thanks

Michelle

Re: Broadband / internet

Anonymous — Fri, 06 Sep 2024 11:47:05 GMT

Afternoon Dan,

How are you getting on?

Thanks

Michelle

Re: Broadband / internet

Dancrispin1 — Sun, 08 Sep 2024 23:17:56 GMT

It stop for maybe a day but it keeps on happening it’s between midnight and onwards I’m getting tired of this I will think about switching providers soon if this keep on happening

Re: Broadband / internet

AllyM — Mon, 09 Sep 2024 04:53:53 GMT

@Dancrispin1 , Are you saying that the router appears to stay connected to the internet but you have no internet access on your devices? Does it always seem to happen at the same times? Have you logged into MyAccount and checked the HomeSafe Homework Time settings as this has been known to be an issue for a few customers?

Other than that, perhaps you could answer the previous questions asked by staff, if you wish them to continue to assist.

Re: Broadband / internet

Debbie-TalkTalk — Mon, 09 Sep 2024 06:38:02 GMT

Hi Dan,

Do you have an alternative router that you can test with please to see how the connection compares?

We can send a replacement router for testing.

Thanks

Re: Broadband / internet

Debbie-TalkTalk — Thu, 12 Sep 2024 07:44:19 GMT

Hi @Dancrispin1

Would you like me to send a replacement router?

Re: Broadband / internet

Karl-TalkTalk — Fri, 13 Sep 2024 07:36:51 GMT

Hi Dan

Do you need us to send a router to you.

Thanks

Karl.

Re: Broadband / internet

Dancrispin1 — Sat, 21 Sep 2024 14:13:46 GMT

Yes please I haven’t heard anything from you for over a week now I’ve been waiting for the replacement router, I’ve sent emails but I’ve haven’t heard anything back

Re: Broadband / internet

ferguson — Sat, 21 Sep 2024 15:00:12 GMT

Sent an email where? The right thing to do is post a reply here as you now have done, the support team will pick this up again when they are back online from Monday.

Re: Broadband / internet

Gliwmaeden2 — Sat, 21 Sep 2024 16:54:29 GMT

@Dancrispin1, if you look at any notification emails from the forum, you will see it's a No Reply address.

Anything you send to that address will not bounce, but nobody will receive them. They cannot be read.

Re: Broadband / internet

Debbie-TalkTalk — Mon, 23 Sep 2024 06:49:21 GMT

Hi @Dancrispin1

We can only see replies posted directly on the Community, we can't see any replies to an email, sorry.

The replacement 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: Broadband / internet

Dancrispin1 — Mon, 23 Sep 2024 07:36:06 GMT

Thank you I’ll keep you updated when it arrives and how it compares with the other one thank you once again

Re: Broadband / internet

Debbie-TalkTalk — Mon, 23 Sep 2024 07:42:21 GMT

Hi @Dancrispin1

Thank you 🙂

Debbie