topic Re: Internet keeps disconnecting but light stays solid white in Broadband

Internet keeps disconnecting but light stays solid white

Andii — Fri, 13 Dec 2024 19:28:34 GMT

I have been trying for 3 hours to get through to live chat but no luck at all tonight. For the past few days my Internet disconnects and I have to restart the router. The light however stays solid white so there's no indication that the Internet cuts until we go on a device. It's been happening for a few days but today the Internet will only last an hour or so and then I have to restart the router. Can I please request a replacement router?

Re: Internet keeps disconnecting but light stays solid white

Gliwmaeden2 — Fri, 13 Dec 2024 19:51:45 GMT

@Andii, make sure that you have completed your community forum profile details for Talktalk staff to identify your account.

Go via your avatar; settings; drop down menu...add your Talktalk phone number or account number in Personal Information. Scroll down to find the button to SAVE CHANGES.

Staff reply during the day, Monday to Friday.

Re: Internet keeps disconnecting but light stays solid white

Andii — Fri, 13 Dec 2024 19:59:41 GMT

Thank you.

Re: Internet keeps disconnecting but light stays solid white

Anonymous — Mon, 16 Dec 2024 07:57:18 GMT

Good morning,

I'm really sorry to hear this. We're currently looking into this with our Escalation Team as we're seeing quite a few posts about this at the moment and I'll post back as soon as we receive an update.

Thanks

Michelle

Re: Internet keeps disconnecting but light stays solid white

Andii — Mon, 16 Dec 2024 07:59:25 GMT

@Anonymous Yes it's happening to a lot of us. Please update when you can as it is very frustrating having to keep restarting the router!

Re: Internet keeps disconnecting but light stays solid white

Anonymous — Mon, 16 Dec 2024 08:16:52 GMT

Will do. This is my number one priority and I've got a lot of people investigating this to try and find the root cause so I'll post back as soon as I know more.

Thanks

Michelle

Re: Internet keeps disconnecting but light stays solid white

Andii — Mon, 16 Dec 2024 08:20:20 GMT

@Anonymous Thank you

Re: Internet keeps disconnecting but light stays solid white

Anonymous — Mon, 16 Dec 2024 08:27:59 GMT

No problem 🙂

Michelle

Re: Internet keeps disconnecting but light stays solid white

Andii — Mon, 16 Dec 2024 17:56:35 GMT

@Anonymous Hi any updates yet? It's just disconnected again about 10 minutes ago (5.40pm) I've tried changing the DNS router settings as advised to others with the same problem but still no joy with Internet staying stable. Ongoing issue.

Re: Internet keeps disconnecting but light stays solid white

adrian555 — Mon, 16 Dec 2024 21:30:34 GMT

yes i got the same problem this has been happening for over a week now with no resolution.

Re: Internet keeps disconnecting but light stays solid white

JCWM1 — Mon, 16 Dec 2024 21:39:08 GMT

Also having this problem- hard reset made no difference. Frustratingly had a message this afternoon saying it had been fixed but it has not. Live chat just repeatedly tells me to do the hard reset but that doesn’t solve the issue - might come back for an hour or so but no

more. Come on TalkTalk, we rely on broadband for work and so much more, incredibly poor service. If it’s a router problem, why not send us new routers that actually work?

Re: Internet keeps disconnecting but light stays solid white

Andii — Mon, 16 Dec 2024 21:54:11 GMT

Yes live chat are no help in this particular situation.

Re: Internet keeps disconnecting but light stays solid white

Andii — Mon, 16 Dec 2024 21:57:10 GMT

Same. Issue started beginning of last week. Seems to be the same for most of us.

Re: Internet keeps disconnecting but light stays solid white

Debbie-TalkTalk — Tue, 17 Dec 2024 10:06:39 GMT

Hi @Andii

Apologies for this.

Our engineers are working to fix this issue ASAP.

As soon as we receive additional updates then I will post back on this thread.

Thanks

Re: Internet keeps disconnecting but light stays solid white

Anonymous — Wed, 18 Dec 2024 07:12:53 GMT

Good morning,

Update 8:40PM December 17th 2024 - Our team are in the process of applying a solution to all impacted Wi-Fi Hubs and aim to resolve this by tomorrow morning.

Thanks

Michelle