topic Re: internet dropping every half an hour in Broadband

internet dropping every half an hour

Starlightbeebright — Sun, 15 Dec 2024 11:21:30 GMT

This has been going on since Friday. You have roughly a 2-3 hour wait on live chat, and they will tell you there arent any issues on your line. Then when you might be getting somewhere cut you off and you are right back where you started. This is not currently fit for purpose so I hope people are compensated, who work from home, have family arriving... nothing was in place for these drop outs and nothing is seemingly being done. Everyone, go to down detector so there is a registered issue and they have to do something about it. I cant even stay on live chat long enough before having to restart my router, there is no ping service when a response comes so you have to stay by the computer or phone incase you get a reply.... 3 hours later.

Re: internet dropping every half an hour

Starlightbeebright — Sun, 15 Dec 2024 15:19:44 GMT

i would like to show everyone what I have been dealing with today, if anyone knows of an ISP that is English please let me know. it got to the point where I'm sure they were just winding me up. Even when I showed them what was happening, and they kept saying they would send a new router then asking me if I wanted one and I would have to pay for it. This took 3 hours wait and then 1.5 hours for them to tell me there were no issues, whilst I was using my mobile data to even connect to them.

Re: internet dropping every half an hour

Anonymous — Mon, 16 Dec 2024 10:56:49 GMT

Morning,

I'm sorry for the delay in getting back to you. I've run a test on your line now just to make sure that there are no hard line faults detected and the line test is clear. Is the light on your router remaining white when the connection is dropping as this may be related to a fault that our Network Engineers are currently looking into?

Thanks

Michelle

Re: internet dropping every half an hour

Starlightbeebright — Mon, 16 Dec 2024 11:02:24 GMT

Michelle, i have had now three people do this line test, all telling me that it is fine, it is not fine, it does not fix it consistently, every hour I have to re set. I was told that I would have a new router sent to me, then he changes his mind, then he left me hanging. The ctomer service over the weekend was appulaing, but yes Michelle, I have done EVERYTHING.

Re: internet dropping every half an hour

Starlightbeebright — Mon, 16 Dec 2024 11:07:01 GMT

This is how bad your testers are, I cannot even write here properly, nor have I had any response on live chat. We all made you aware of this issue last week and then you left it over the weekend.

Re: internet dropping every half an hour

Debbie-TalkTalk — Mon, 16 Dec 2024 12:05:09 GMT

Hi @Starlightbeebright

Can you check if the white light stays on the front of the router when the connection drops?

This maybe linked to a fault which our engineers are investigating.

Re: internet dropping every half an hour

Starlightbeebright — Mon, 16 Dec 2024 12:07:05 GMT

Yes it stays on after i re set it.

Re: internet dropping every half an hour

Debbie-TalkTalk — Mon, 16 Dec 2024 12:11:43 GMT

Hi @Starlightbeebright

Thanks for your reply.

Our engineers are investigating this issue and they have asked if you can try the below:

Change your router DNS settings to use Google DNS.

Open your web browser, type http://192.168.1.1 into the address bar and press Enter
Enter the username admin (in lowercase) and password (you'll find this on the removable settings card on the back of the Hub, and select OK
Select See internet settings
Select Manage advanced settings
Select TalkTalk WiFi Hub
Select DNS Tab
Make sure ON is enabled
Add Primary and Secondary DNS Servers ( Primary = 8.8.8.8 Secondary = 8.8.4.4 )
Select Apply

Please note ; If you currently use any Homesafe services such as Homework Time etc. This will not work whilst you have the DNS set to Google.

Re: internet dropping every half an hour

Starlightbeebright — Mon, 16 Dec 2024 12:45:25 GMT

ok i have added those, after having to reset the router again after it dropped.

Re: internet dropping every half an hour

Debbie-TalkTalk — Mon, 16 Dec 2024 12:55:39 GMT

Hi @Starlightbeebright

Could you post back here as soon as the connection drops so I can pass it straight to the engineer to look at whilst the fault is present (please don't reboot the router)

Thanks

Re: internet dropping every half an hour

Starlightbeebright — Mon, 16 Dec 2024 16:11:47 GMT

it just dropped

Re: internet dropping every half an hour

Starlightbeebright — Mon, 16 Dec 2024 16:15:04 GMT

So, it's just dropped. I haven't restarted the router, and I have to run an errand soon, so I have to go out and will be back around 5:30 p.m. I hope I'm not left again over the evening without some resolution.

Re: internet dropping every half an hour

Debbie-TalkTalk — Tue, 17 Dec 2024 06:45:31 GMT

Hi @Starlightbeebright

Sorry for the delay.

Is the connection still down this morning?