topic Internet Down & Router White Light Still On. Have to Reboot Frequently but Connection Doesn't Last. in Broadband

Internet Down & Router White Light Still On. Have to Reboot Frequently but Connection Doesn't Last.

Choke — Thu, 12 Dec 2024 01:06:01 GMT

The last 2 days my internet connection now keeps going off but my router light stays white. Only solution so far to get it back is to reboot the router each time but the internet connection is only lasting on average about 30/40 minutes before it goes down again, even though the router light still stays white.

I've got a direct cable into my router from hub and same setup I've had for years with no changes.

Convinced it's another outside issue (of which there have been many over the years) although I've run an online test when it was up & running and it came back with no obvious issues.

It may not be anything but one of the roadside boxes a few streets away from me has been wide open for months as the lock on it appears to have broken. I see today that it's now just loosely taped shut with 'Virgin Media' tape around it but the door lock has not actually been fixed.

May also be irrelevant but I had another issue several months ago and when that got fixed it transpired that other internet engineers were putting in new customer wiring connections in that roadside box and in doing so they had messed with my connection. I would therefore appreciate it if someone could at least check for any external faults in my area that may well be causing the recent problems I've been having.

Thanks in advance.

Re: Internet Down & Router White Light Still On. Have to Reboot Frequently but Connection Doesn'

Fernando2 — Thu, 12 Dec 2024 01:34:41 GMT

I'm experiencing the exact same issue. I tried to speak to customer services today but can't get past their automated voice/bot service which says they have sent me a text. (The text gives a link to my own talk talk account) Absolutely ridiculous. I'm fuming. Seriously considering reneging on my contract even if it affects my credit score.

Re: Internet Down & Router White Light Still On. Have to Reboot Frequently but Connection Doesn't...

Chris-TalkTalk — Thu, 12 Dec 2024 07:31:55 GMT

Hi Choke.

Line test is passing, is your router currently connected to your test socket?

Chris

Re: Internet Down & Router White Light Still On. Have to Reboot Frequently but Connection Doesn'

Chris-TalkTalk — Thu, 12 Dec 2024 07:33:00 GMT

Hi Fernando2,

If you need assistance can you please start your own thread/topic and we'll be happy to help

Chris

Re: Internet Down & Router White Light Still On. Have to Reboot Frequently but Connection Doesn'

Choke — Thu, 12 Dec 2024 11:14:08 GMT

Hi. Just got on here. No. It's in the normal socket as always in the main hub. Can you not even see all the reconnections that have happened over the last 24 hours?

Re: Internet Down & Router White Light Still On. Have to Reboot Frequently but Connection Doesn'

Chris-TalkTalk — Thu, 12 Dec 2024 11:16:49 GMT

Yes I can see reconnections. How many telephone sockets do you have?

Chris

Re: Internet Down & Router White Light Still On. Have to Reboot Frequently but Connection Doesn'

Choke — Thu, 12 Dec 2024 11:44:04 GMT

On the hub right in the corner of the room (behind the sofa) the face plate has my cable line in at the top ( a J connector?) and then one phone line (white flat connector) in underneath that. Is there another J connector test socket behind the screwed on face plate or is the test socket a white flat phone connector?

Re: Internet Down & Router White Light Still On. Have to Reboot Frequently but Connection Doesn'

Anonymous — Thu, 12 Dec 2024 12:02:46 GMT

Hi,

Which socket do you have please?

Your guide to main phone sockets - TalkTalk Help & Support

Thanks

Michelle

Re: Internet Down & Router White Light Still On. Have to Reboot Frequently but Connection Doesn'

Choke — Thu, 12 Dec 2024 12:06:21 GMT

Hi.

The FTTC by the looks of that guide.

Re: Internet Down & Router White Light Still On. Have to Reboot Frequently but Connection Doesn'

Anonymous — Thu, 12 Dec 2024 12:43:35 GMT

Hello,

Thanks for confirming. This socket should have a test socket below the bottom half of the faceplate. If you gently squeeze the sides of the faceplate then it should lift away slightly to reveal the test socket. There may be wires connected to the back of the faceplate so we'd recommend doing this gently.

Michelle

Re: Internet Down & Router White Light Still On. Have to Reboot Frequently but Connection Doesn'

Choke — Thu, 12 Dec 2024 13:00:16 GMT

Okay. I've now unscrewed the faceplate. Behind it to the lower right there is only one other phone socket which I've now directly put the phone line into. It can only be the test socket because that's all that there is there.

Re: Internet Down & Router White Light Still On. Have to Reboot Frequently but Connection Doesn'

Choke — Thu, 12 Dec 2024 14:03:48 GMT

Just went off again as I was trying to see if anyone had responded on here. Hopefully someone on here can see that happened. I had to reboot router again. White light was still on when it went down. Typing this as quick as possible whilst it's still on. Still in test socket which I'll leave for now as I have to go out as it's my son's birthday and we are going to his place for a prearranged meal. Hopefully someone can see what's occuring and give me a solution to my problem when I get back later to see responses. Only just started to experience this problem over the last couple of days but it's consistently just cutting out now although the white light on the router remains solid.

Re: Internet Down & Router White Light Still On. Have to Reboot Frequently but Connection Doesn'

Anonymous — Thu, 12 Dec 2024 14:04:19 GMT

Hi,

Thank you. I'll re-check your connections stats again in the morning but could you also let us know how the stability compares now that the router is connected to the test socket please?

Michelle

Re: Internet Down & Router White Light Still On. Have to Reboot Frequently but Connection Doesn'

Choke — Thu, 12 Dec 2024 14:07:06 GMT

Can do but it's not a good start. As I said, just went down after it was in the test socket for about 30 minutes. Had to reboot again to get back on here to respond.

Re: Internet Down & Router White Light Still On. Have to Reboot Frequently but Connection Doesn'

Anonymous — Thu, 12 Dec 2024 14:09:04 GMT

Hi,

Apologies, I think we posted at the same time. As it's still dropping at the test socket then I think we should send a replacement router to rule this out. Would this be ok?

Thanks

Michelle

Re: Internet Down & Router White Light Still On. Have to Reboot Frequently but Connection Doesn'

Choke — Thu, 12 Dec 2024 14:15:00 GMT

Yes. Please do. This is stressing me out big time around Xmas so it's the next obvious thing to try. Much appreciated.

Re: Internet Down & Router White Light Still On. Have to Reboot Frequently but Connection Doesn'

Karl-TalkTalk — Thu, 12 Dec 2024 14:48:56 GMT

A router is on the way for testing.

Regards,

Karl.

Re: Internet Down & Router White Light Still On. Have to Reboot Frequently but Connection Doesn'

Choke — Thu, 12 Dec 2024 19:54:02 GMT

Thanks Karl. Just got home from my son's birthday meal to find the internet off again. Had to reboot router yet again to get on here to see your comment. Hopefully a new router will sort this problem out. Will of course report back here when I receive it and have had a chance to test it out. Crosses fingers.

Re: Internet Down & Router White Light Still On. Have to Reboot Frequently but Connection Doesn'

Anonymous — Fri, 13 Dec 2024 07:33:22 GMT

Morning,

I'm sorry to hear this and hopefully the replacement router will resolve the connection issue for you. We'll check back in with you again on Monday.

Thanks

Michelle

Re: Internet Down & Router White Light Still On. Have to Reboot Frequently but Connection Doesn'

Choke — Mon, 16 Dec 2024 03:07:49 GMT

Thought I'd get this up here now as I'm not around first thing Monday morning. Please bear with me on this long post but I've done some testing....

Received new router last Friday - thank you. The same design model (5464) as my current one (5364) that I've been using for the last 18 months. Unfortunately the same problem exists with this new one too as it disconnects roughly every 30 minutes but the white light stays on and only a complete reboot will get it going for a short while. This problem only occurred within the last week.

Weird that this same problem seems to be very prevalent at the moment with a lot of other posters on this forum. What has changed over the last week? These models worked fine before.

Anyway, if it somehow helps to get to the bottom of this and maybe give a tech on here some ideas as to the possible problem, in desperation with the current model disconnects, I managed to find my old TalkTalk router (HG635 model) and with nothing to lose I connected it up.

Now although it has dropped out occasionally this older model has the five green lights on it and when I've witnessed it going out, it does flash red and then appears to search for a reconnect and achieves it successfully after about a minute. Therefore at the moment it is actually more usable to me than the newer models and I'm trying to figure out why that would be the case.

It's not perfect you understand and there definitely still seems to be an issue that started happening for me last Tuesday but the old router seems to at least recognise it's offline and then seeks to reconnect. The new model just sits there with a white light as if nothing's gone wrong and it doesn't attempt to reconnect. Seems to happen more often with the new model too.

So since last week an external fault appears to have affected my service and now my old HG635 router is somehow more stable and reliable than the 5364/5464 newer models.

Hopefully some tech guru can make sense of this situation for me.