topic Re: internet dropping out in Broadband

internet dropping out

nikola77 — Wed, 11 Dec 2024 21:15:27 GMT

Hi there

Recently I sing up with TalkTalk. For the first 2 months I haven’t got any problem with my broadband. However last week my WiFi keeps dropping out randomly during the day. I can’t even connect my phone to WiFi there no connection most of the time. I’ve spend hours over the chat. TalkTalk send me new router and ensure that now everything will work perfectly fine. Because the old router seems to be the faulty. I’ve connected my new router and WiFi its still dropping out. It’s start to be very annoying. I’m paying for my fibre 65 and TV hub that I can not use! I really want to book and engineer to come have a look at this but don’t know if there is any other form of contact then a chat

Re: internet dropping out

Gliwmaeden2 — Wed, 11 Dec 2024 21:32:19 GMT

Staff will respond during the day, @nikola77.

Re: internet dropping out

ferguson — Wed, 11 Dec 2024 21:42:45 GMT

@KeithFrench

From what the poster says, despite a replacement router, this looks like a persistent WiFi problem, what do you reckon and maybe help?

Re: internet dropping out

Debbie-TalkTalk — Thu, 12 Dec 2024 07:18:17 GMT

Hi @nikola77

I'm sorry to hear this.

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

Are wired connections dropping?

When the connection drops are you rebooting the router or do you wait for the connection to come back?

Re: internet dropping out

nikola77 — Thu, 12 Dec 2024 09:12:38 GMT

When I wait to connection be back nothing happens. I need to switch off the router completely then the connection is back for 20 min to an hour and after that it’s dropped again. @Debbie-TalkTalk

Re: internet dropping out

Debbie-TalkTalk — Thu, 12 Dec 2024 09:13:27 GMT

Hi @nikola77

Thanks for confirming this.

Can I also check if your router is connected at the test socket?

Re: internet dropping out

nikola77 — Thu, 12 Dec 2024 09:14:44 GMT

If the test socket is the white one I have next to my router then yes it’s connected @Debbie-TalkTalk

Re: internet dropping out

Debbie-TalkTalk — Thu, 12 Dec 2024 09:15:42 GMT

Hi @nikola77

Would it be possible to post a photo of the socket and how your router is connected on this thread please?

Re: internet dropping out

nikola77 — Thu, 12 Dec 2024 09:19:17 GMT

I am at work right now but as soon I finshed will pop picture here. Won’t be till late afternoon I am afraid @Debbie-TalkTalk

Re: internet dropping out

KeithFrench — Thu, 12 Dec 2024 09:19:28 GMT

Hi @nikola77

@ferguson suggested that I may be able to help you, as this could all be caused by WiFi interference. If @Debbie-TalkTalk is unable to resolve this, then I will be happy to help you all I can.

Slow speed, intermittent dropouts, breaks in the signal or no signal on some or all devices or no internet access might be caused by Wi-Fi interference from other local networks, which can also lead to a permanent reduction in speed. No ISP can be responsible for your local environment, this is mainly a byproduct of the popularity of Wi-Fi.

Generally speaking, the 2.4GHz band suffers a lot more from interference than the much faster 5GHz band, but the 2.4GHz one can sometimes have a better range, but this all depends on your local area.

In other words, I try to help you optimise your Wi-Fi connection. The next stage involves sending out a guide to you to help you get me some important diagnostic results so that I can analyse them for you and recommend changes to your router configuration to solve them.

I only send this out to people who request it.

The information below is provided by TalkTalk, for confirmation please contact @Debbie-TalkTalk or@Michelle-TalkTalk.

KeithFrench is one of our valued Community Stars and can help with a range of issues related to wireless and networking. At times he may ask you to send him test results via a Private Message to help analyse/diagnose an issue. Although Keith does not work for TalkTalk, he very kindly shares his time and knowledge to help with others.

If you need further help or, if we need to take any details such as personal information about your account like phone numbers, account numbers etc. one of the TalkTalk team will jump in and help out.

Re: internet dropping out

Debbie-TalkTalk — Thu, 12 Dec 2024 09:21:37 GMT

Hi @nikola77

Thank you. I can then check if your master socket has a test socket. It's always worth testing the router at the test socket to rule out any internal wiring or faceplates faults before progressing to an engineer visit.

Debbie

Re: internet dropping out

Debbie-TalkTalk — Thu, 12 Dec 2024 09:22:25 GMT

Thanks @KeithFrench

Re: internet dropping out

nikola77 — Thu, 12 Dec 2024 18:06:14 GMT

Here’s a picture of my socket. I come back home and I had connection for like 50mins and then dropped down.

Re: internet dropping out

nikola77 — Thu, 12 Dec 2024 18:08:43 GMT

Hi there

I tried to switch between 2.4GHz and 5GHz and that didn’t help me either.

Re: internet dropping out

ferguson — Thu, 12 Dec 2024 18:10:04 GMT

OK, if you gently press the two clips on the side of the faceplate it will come off and you will see the test socket behind that. Connect to that and leave it there until you hear again from the support team tomorrow.

Re: internet dropping out

nikola77 — Thu, 12 Dec 2024 20:25:15 GMT

I did it like you said and connection last for 2 hours straight without fail. However after 2 hours connection dropped and had to turn off router from the plug. the button on the back of the router seems dont work. will wait till tomorrow see what support team will says

Re: internet dropping out

Chris-TalkTalk — Fri, 13 Dec 2024 08:51:15 GMT

Hi nikola7,

When the connection drops does the router light stay white or does it change to orange?

Chris

Re: internet dropping out

nikola77 — Fri, 13 Dec 2024 09:33:08 GMT

Hi Chris

The light stay steady white.

Re: internet dropping out

Chris-TalkTalk — Fri, 13 Dec 2024 09:35:13 GMT

Thanks, we are looking into this, we'll let you know when we have an update

Chris

Re: internet dropping out

KeithFrench — Fri, 13 Dec 2024 09:43:30 GMT

Hi @nikola77

You say that you have tried switching between the 2.4 & 5GHz bands, did you disable one of the WiFi bands within the router?