topic Re: Router still drops connection but white light suggests itis connected in Broadband

Router still drops connection but white light suggests itis connected

Julian_C — Sun, 05 Jan 2025 08:49:24 GMT

I constantly have Internet drop outs they requires me to re boot router 3 to 4 times a day, I raised 2nd December and was talked through a full reset but it is just getting worse?

Re: Router still drops connection but white light suggests itis connected

KeithFrench — Sun, 05 Jan 2025 12:54:44 GMT

Please can you elaborate by answering these few questions:-

1. What make/model of router do you have (if this is a TalkTalk router, these details will be on a label on the rear or underside of it)?
2. What package are you on?
3. If you have any wired connections, are they affected in the same way as wireless ones?

Re: Router still drops connection but white light suggests itis connected

Debbie-TalkTalk — Mon, 06 Jan 2025 07:15:58 GMT

Hi Julian_C

I'm sorry to hear this.

When did the connection last drop? Did the white light stay on the front of the router?

Please can you add your name and TalkTalk landline number to your Community Profile, we can then take a look at this for you.

Thanks

Debbie

Re: Router still drops connection but white light suggests itis connected

Julian_C — Mon, 06 Jan 2025 09:54:37 GMT

Hi Keith

My router is a talk talk Sagemcom FAST 5364

Package is Fibre65

No wired connections all are on WiFi.

To Answer Debbie's question the last noticible drop out was 8pm last night and this was the 4th of the day to that point and the lights remain solid and white on the front.

The drop offs are relatively short and some devices do auto reconnect but I have some important ones that will not reconnect without a manual switch off and on of the router power.

Because of the issues I have been having I have re ently added a wifi range extender which I only have one garage based inverter connected to this has a 2.4 ghz and a 5ghz light and it is notable that when I have the drop outs it is the lower 2.4ghz light that doest come back on (I assume the extra info may help although it didn't help within the 4 hour chat with talk talk support yesterday).

Re: Router still drops connection but white light suggests itis connected

KeithFrench — Mon, 06 Jan 2025 09:58:12 GMT

Hi @Julian_C

I can't be sure about the light on your extender, as I have no idea of the make & model of it. That is not the best way to extend WiFi coverage of this router, but there may well be an underlying issue to this.

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.

Re: Router still drops connection but white light suggests itis connected

Julian_C — Mon, 06 Jan 2025 12:05:06 GMT

Hi Debbie I have updated my info although I have used account no rather than phone number as the detail wasn't clear

Re: Router still drops connection but white light suggests itis connected

Julian_C — Tue, 07 Jan 2025 18:56:59 GMT

Is anyone from talk talk on the forum who can help or do we have to use the useless chat bots to get any response?

Re: Router still drops connection but white light suggests itis connected

Gliwmaeden2 — Tue, 07 Jan 2025 19:01:50 GMT

@Julian_C, at this time of the day and over weekends / holidays support is from fellow members.

Staff are on here Monday to Friday from early breakfast time, but not into the evening.

I'll re-escalate this for staff attention. Please look out for their replies during the daytime.

Re: Router still drops connection but white light suggests itis connected

Anonymous — Wed, 08 Jan 2025 12:41:54 GMT

Good afternoon,

Can I just confirm, are the details in your Community Profile correct?

Thanks

Michelle

Re: Router still drops connection but white light suggests itis connected

Julian_C — Wed, 08 Jan 2025 13:14:38 GMT

Yes I added account number a few days ago

Re: Router still drops connection but white light suggests itis connected

Anonymous — Wed, 08 Jan 2025 14:07:34 GMT

Hello,

I've escalated this over to our Faults Escalation Team now and I'll post back here as soon as I receive an update. It's possible that the team may also try and contact you directly.

Thanks

Michelle